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rwhipple73's profile

New Member

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3 Messages

Sat, May 14, 2022 2:50 AM

Has anyone else run into AT&T representatives doing this?

I literally spent 4 hours today asking about upgrading two lines on my account.  I went through online chat and phone calls and spoke to probably somewhere around 8-10 reps explaining over and over what I was trying to do.    A couple told me there was nothing they could do.  My issue is the handful of agents who told me "yes, I can help you with that" after accessing my account, and then within a few minutes the line would drop, or they would leave the chat or flat out hang up on me.   I have never had so many people lie to me in one day.   They would give me "supervisors" who would say they could help me but then transfer to a "specialist" who could take care of my request only to blindly be transferred to the wrong department, internet versus mobility.  I was called from non-ATT mobile numbers, I was called from ATT offices, I would start a conversation with one agent, and then magically another agent would be on the line after a hold.   At one point I was on chat with a supervisor Chris who said he would call me, "answer your phone", to which  I answered a call from AT&T and a guy name Shawn was on the call who was transferring me to customer loyalty so they can take care of me, only to transfer me to internet customer loyalty who obviously could do nothing about my wireless account.   I figured out early on that what I wanted to do wasn't going to be possible and began a mission to expose these agents' lies and misbehavior.   I was even told at one point by a so-called customer loyalty agent that if she credited my account this amount of money they would take it out of her next paycheck, which is completely false.  As well this same agent told me to go to a local AT&T store and that's where I should go to file a formal complaint about the customer service I received today.

What I found out, in the end, is AT&T doesn't have a way to file a complaint about their agents.   Any agent can call themselves a supervisor.  There seem to be zero repercussions for these actions, lies, and mistreatment of customers.   There is an issue here, if so many agents are doing this to me in one day they're doing this to 100 other people every day I can guarantee it.   

This is the only place I've seen to start getting the word out about this mistreatment of customers by AT&T employees.

Constructive

Employee

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27.4K Messages

15日前

Lots of words no information. What exactly is your problem? 

ACE - Sage

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96.5K Messages

15日前

I was even told at one point by a so-called customer loyalty agent that if she credited my account this amount of money they would take it out of her next paycheck, which is completely false.

Not so sure she's not 100% correct.  Loyalty can only credit so much. If they go over the limit they are in big trouble. 

But what it's telling me about your conversation is, you asked for something you aren't entitled to get.  Something tells me the blind transfers were a way of ditching you.

     Since you've mentioned upgrading, and loyalty, AT&T is currently offering trade-in deals, which are open to all customers as long as they are on an unlimited data plan. Because of this AT&T is unwilling to offer anything else for customers to upgrade their phones. If you don't like the published deals, tough luck, you aren't going to get anything else from AT&T.

New Member

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3 Messages

15日前

Formerly you’re completely missing the point. 

yes I asked for some rig I reasonable and I knew it.  I didn’t expect to get it.  

the issue I have is the lies and ridiculous responses I was given over and over.  

 I Have a 30 year background in customer service.  Obviously there are limits to what they can do.

just because a customer asks for something ridiculous, that doesn’t entitle agents to lie and say they can do it, only to abandon the call 5 min later.  IF you can’t do something the customer asking for, just tell them it’s not possible and be done with it.   The problem comes in with the lies and some saying they can and others saying they can’t, so which is it? 

I don’t care that they didn’t give me what I was asking for.  I’ve been an ATT customer since 2008 and I’ve seen them go downhill over the last several years.   

this post is about exposing their agents foul behavior, I’m not asking anyone to “solve” my problem.   I have no problem here.  

this doesn’t even touch on the fact of the shady business practices of most carriers.   They used to lock you into a 1-2 year contract by subsidizing the cost of the phone.   Now, we pay full price for the phone and we’re locked into them on a payment plan for the phone for 30-36 months.  N other words they’ve added 6-13 months to your “contract” and nobody has even noticed or said anything??   Not only that but they don’t offer a shorter term payment plan if you wanted to take a plan with high payments and shorter term.  

New Member

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3 Messages

15日前

Constructive

 “what is your problem?”    Really?

site se ma like you just highlighted my “problem”.   You’re an employee and you addres a customers concerns with a response like that….

My problem is the bad attitudes, the lies, the dishonest employees who say something and can’t follow through.  If you can’t do something say you can’t do it.  Stop leading people on.  

o knew what I was asking for was unlikely or impossible to get.   

I had one agent. Who was a real pro, he diffused the situation.  He was honest.   He gave the facts, and we had a laugh about the ridiculous responses I got throughout the day.  

this is not a mission to get what I wanted, it’s a mission to expose bad customer service and bad attitudes…

ACE - Sage

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96.5K Messages

15日前

@rwhipple73

All CS is bad.  It was bad before the pandemic and now it's atrocious. Mostly because nobody wants to work and it's a crap job dealing with difficult customers. 

Now, we pay full price for the phone and we’re locked into them on a payment plan for the phone for 30-36 months.

So don't buy from the service provider.

      You have choices, you can shop service only, the best price with the best coverage for where you live. You may find it that's prepaid.

    Then purchase your own unlocked carrier free phone. I've been doing it for 6+ years for our 5+ lines.

The nice thing right now is that both Samsung and iPhone and Google pixel will work as well on any carrier when you purchase the u.s.a. unlocked version. Full services including visual voicemail, Wi-Fi calling, and 5G.   

    BTW, I have paid about 1/2 price for my last 2 phones.  

    

MicCheck

ACE - Expert

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11.4K Messages

15日前

You sound like the kind of customer who won't accept the truth if it's not what you want to hear. You're not rare. "Customer Service" means not making your customer mad at you by giving you bad news. How would you have reacted if the first agent you talked with had said, "Ma'am/Sir, that is an absolutely ridiculous request and we simply cannot help you. Have a great day and thank you for choosing AT&T"? Would you have hung up and continued with your order?

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