ATT Nightmares

now why would you think at&t would be responsible for a 3rd party provider with the old homeowner having an active account? they certainly dont have the capability or the right to cancel the service. the rep was correct only the person who is the account owner can cancel it, its fcc regulations. you have any idea how many disgruntled spouses or roomates have attempted to cancel services out of spite?

Also, please whenever a customer ask to be ESCALATED to a SUPERVISOR, make sure your support staff complains and do not provide answer like "the supervisor will say the same thing I am telling you." Or else do not have supervisors at all.

Too many people request a supervisor expecting them to break the rules and accommodate them. So supervisor pushback is normal for most companies so as not to waste their time.

Not our staff anymore than yours. This is a public forum of other customers. Any with the "employee" tag are posting on their personal (off-the-clock) time.

Unfortunately it seems like lots of one and done posters are around forums.  They post the dilemma that is something that they already know the answer to or realize it's something that the forum can't solve. They may get a kick out of the replies. Bottom line is an account holder or admin is the only person with the rights to change or cancel an account. If it's the previous person at an address well then it's them. Chances are if they don't live at a place any longer they will cancel service or they will rack up charges and get bad credit. At some point service should be shut off. Being AT&T was notified that there is a new owner they will shut off the service under the previous owner. County tax records can take months to update. I would not expect AT&T to look at county tax records to shut off service. Sometimes the rep is correct, the supervisor may tell you the same thing..lol It could be BS because they're worried their supervisor may not be happy with them but a confident rep will say that sometimes. 

@sanman202  I sold a house a year ago. Tax records still show me on record. I’m guessing it will stay that way until the new owners file taxes this year. Yet I wholeheartedly agree with your response 

Let me clarify for this ATT employee. Your support representative said they got the service through a third party but the service is still provided by ATT.

To the other guy about the supervisor. We were requesting it to escalate the verification, plus one representative said one thing the another said something different. They are just completely lost.

I am in a hurry and ATT is so incompetent. I work from home and I need the server as soon as possible.

Why edited my comment?

my wifes office is served by americo , americo leases lines from at&t, the office pays americo monthly, when theres an outtage americo comes out not at&t. and the only one that can cancel service is americo.

Good for you.

You most be one of the lucky few to have good service from AT&T. You deserve a cookie.

@sanman202 

Yes some pushback is legitimate, others are a poor agent. Many companies do have the culture to pushback (within reason) so it can be addressed at the lowest level. But if you still want to speak with a supervisor after that pushback or assurance then they should get one on the line.