Bit of Venting

[mikesart]

My wife went to Frankfurt, then Africa, and two days before she returned (20 hours of travel from Kenya to Amsterdam to Seattle) AT&T suspended her phone. When she tried to use it, she got a "your bill hasn't been paid message."

She had no way to get in touch with us and I had no idea why she wasn't answering or calling and only found out when I picked her up at the airport.

I had only ever received two text message notifications on my phone while she was travelling stating that her international roaming charges were high.

When I called AT&T, I was told they called our home phone number, then my daughter's phone?!? When nobody answered, they suspended the account. When I asked why on earth they called my daughter's phone and not the primary account phone (the one they sent the SMS warnings to), he just said no idea, sorry. Then I had to pay $500 dollars to reactivate her phone.

And that was it. Sorry. Mistakes happen. Your phone was cut off during the most important part of your wife's trip, we called your daughter (away at camp w/ no phone) and there is no way for you to figure out if this is going to happen again in the future. Pay $500 and move along.

I'm guessing I have no real recourse here but to wait until my contract runs out, and then switch services, but if anyone has any suggestions beyond that, please let me know.

Thanks for letting me grumble.

[Richunhappy]

Sympathies.  ATT customer service is absolutely terrible.  Quick with a "Sorry" but very short on solutions.  Tried to fix my issues online, signed into yet another system because their website is designed to funnel you into registering, and then couldn't link or access either account.  The rep gave me an email address that wasn't functioning and stated the system must be down and they don't know when it will be back up.  I tried to address an internet issue, but then it turned out that that system was also down...  Not sure why I am trusting my connectivity to a company like that.  Use Verizon for work and their website and customer service is awesome.  Am definitely routing as much as I can through them, only have a personal cell through ATT because we got the plan through my wife's work.  Yay Verizon!!!

[jamileh]

I'm very sorry to hear about this experience. I can imagine how frustrating it was (and a bit scary) to not be able to reach your wife while she was traveling. 

Will you please send me a private message with your name, account number, phone number and the best time to contact you? I'd like to have a member of my team contact you to review this situation and go over our options. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

[jamileh]

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Richunhappy wrote:

Sympathies.  ATT customer service is absolutely terrible.  Quick with a "Sorry" but very short on solutions.  Tried to fix my issues online, signed into yet another system because their website is designed to funnel you into registering, and then couldn't link or access either account.  The rep gave me an email address that wasn't functioning and stated the system must be down and they don't know when it will be back up.  I tried to address an internet issue, but then it turned out that that system was also down...  Not sure why I am trusting my connectivity to a company like that.  Use Verizon for work and their website and customer service is awesome.  Am definitely routing as much as I can through them, only have a personal cell through ATT because we got the plan through my wife's work.  Yay Verizon!!!

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I'm sorry you've had issues with the website and support. Is there a current issue that I can help with?