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Tuesday, December 28th, 2021 7:58 PM

Customer Service Lacks Knowledge - Inappropriate Advice

On 12/28, I called AT&T at 1PM EST because my HBOMax account was no longer linked to my AT&T account (I have the Unlimited Elite account). The person who answered was extremely nice and told me that this was an HBOMax problem - not an AT&T problem and gave me the number for customer service at HBOMax. I called HBOMax and the customer service representative actually laughed and said "AT&T has been doing this for several days. This is an AT&T problem" and they transferred me back to AT&T. The next person I spoke with said he could fix this no problem - after I waited on the phone for >30 minutes, he said "just know that you will be charged for these services. If you would like to dispute these charges, you can call next month when they show up on your bill." The conversation ended and I still did not have HBOMax services. I called back to AT&T and the woman who answered assured me that everything would be fixed. Another 30 minutes later and somehow the agent has MERGED MY ACCOUNT with my Mother' it is showing that I have to pay her DirectTV and Internet bill. The agent did not know how this happened and sent me to yet another person. By this point I was extremely frustrated and angry. I asked to speak with a supervisor and was told there are no supervisors at AT&T. This agent said I needed to be transferred me to the AT&T UVerse Department. She "transferred" me, but this was just back to the general service line....I was sent back to the general queue. I can now view my Mother's address, full account information, bill, credit card, etc. and there is no one at AT&T who is able to help us. We're grateful that this was my Mother's account and not a random strangers! 

I spent over 3 hours on the phone with them and STILL have not resolved this problem that was created by AT&T. I have been a customer since 2008 and can assure you that we will be discussing cancelling our services (both my Mom and I) shortly. This has been extremely unprofessional and I cannot believe that a company would be okay with their employees making these types of errors.   


ACE - Expert


19.6K Messages

1 year ago

File a complaint with the BBB. Those will go straight to the Office of the President and someone will contact you once the complaint has been received.


New Member


14 Messages

2 months ago

EDIT: I found out that ATT terminated HBO Max service to all current plans


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