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rociojs's profile

New Member

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2 Messages

Thursday, August 4th, 2022 6:19 PM

FYI - Deliberate and Malicious Deception by Customer Service

I've been a loyal ATT customer for over 23 years and in that time span brought over many family members and friends over to the organization.
I recently experienced malicious deception from one of your chat agents in order to get me to convert to a new phone plan. Multiple times the agent stated that my bill would be lowered by $12 a month if I switched, when it fact my bill would go up by $3 a month. I asked the agent to put this in writing since it contradicted what your website states and the agent said they would email me "no problem". I asked to keep the chat open until the email came through, the agent stated they would but then abruptly closed the chat on me anyhow.
During the same chat I asked to be converted to an international plan for a duration of 3 weeks while I'm abroad. The agent stated that I didn't have to add anything as I would be able to use my phone in Switzerland the same as in the US with no additional charges, thanks to the new plan I was just transferred to. I asked multiple times about roaming charges, and they assured me I would not incur any. Again, I asked an email be sent to me outlying these comments. They said yes, they would send the email. Nothing was ever sent.
I wish I could attached the transcript of the conversation where you can clearly see the deception and my asking multiple times if the statements are accurate as they don't align with that the website states.
It's hard enough to communicate with CS given the language and culture barrier (I'm in California, US.CS is not US based, I asked) and now to also have to worry about being lied to.
What is ATT doing to ensure CS is not receiving credit for meeting quota targets using deception?
Providers for these types of services are commonplace in this age of technology. ATT doesn't offer anything new or special as compared to others. Their largest asset is the longevity of their brand name, which is now being tarnished by the malicious deceptive selling tactics of CS.

ACE - Expert

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64.7K Messages

2 years ago

What is ATT doing to ensure CS is not receiving credit for meeting quota targets using deception?

You were quite clearly lied to but unfortunately, that is not a question anyone here can answer. My suggestion is to file an FCC or BBB complaint. The complaint will get you a response from corporate, they would have the answer to that question.

ACE - Expert

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14.4K Messages

2 years ago

I asked to be converted to an international plan for a duration of 3 weeks while I'm abroad.

This one might have been a legitimate mistake or confusion. The only international plan is the International Day Pass, which automatically charges $10 a day for international roaming when used. That option has to be turned on, however; it's not included with any of the packages by default. So the rep was half correct...not the half that mattered, though. 

ACE - Sage

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118.3K Messages

2 years ago

in order to get me to convert to a new phone plan. Multiple times the agent stated that my bill would be lowered by $12 a month if I switched, when it fact my bill would go up by $3 a month.

Curious... What plans and prices were being suggested?  

It's Not Unusual for the call center reps to have absolutely no idea what they're doing and be wrong. But sometimes they're not wrong they're just lousy at describing it.

New Member

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2 Messages

2 years ago

Thank you everyone for your constructive input. The same day I wrote this I also reached out to ATT corporate office. I was pleasantly surprised when I was quickly contacted by an executive representative who wanted to understand more about my situation. They confirmed that CS does not have quotas to meet for monetary purposes, therefore the misinformation I was given was in worse case ignorance and negligence. He quickly cleared up the confusion and harm caused by CS. International charges were explained and I was brought back to a phone plan that was the most cost effective. To date the updated plan continues to be the most beneficial for me.

I do appreciate and applaud ATTs efforts to make a long time customer satisfied. This was an example of the customer service I expect from a leading provider like ATT.

I also have learnings from this experience.  Never reach out to CS outside of normal business hours. I will limit CS interactions to my time zone, which hopefully means I'll be in contact with someone within the US.

ACE - Sage

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118.3K Messages

2 years ago

@rociojs

Or ask on these forums.   Your fellow customers have no skin in the game and therefore no reason not to give you accurate information. It is better to be prepared beforehand than to fly by the seat of your pants and find out you've been given bad info which seems to be the case of your interaction back in August with paid CSRs

ACE - Expert

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14.4K Messages

2 years ago

As an aside, I can’t speak for that particular rep, but when I worked in the call center we most certainly had quotas we had to reach for monetary purposes. 40% of my “salary” was based on it!

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