Horrible assistance... at&t needs alot of training in customer servicer [ Edited ]

[jeanettevarela]

I am writing you due to the inconvenience I have had with AT&T lately.  I originally called around June 28th, 2012 due to my business phone increase (my plan had expired) so my bill was up to $291.68. I called in and spoke with one of your representatives (Adam) in the business department. When speaking with Adam I had advised him I was thinking of disconnecting my landline in which he had stated I could “port” my landline to a cell phone and it would only be $10.00 a month on my cell phone bill.  After thinking about this, I agreed for him to send me another cell phone free of charge. He advised me to call back once the phone was received so they could “port” the landline number to the cell phone.

I had received the cell phone on 07/02/2012 and called that same day. I spoke with a representative and did not take down her name. I was transferred over 3 times and was told this would be completed that day.

On Friday July 13, 2012 I had to call back to AT&T only to be transferred yet again 5 times and on the phone over an hour because the number did not “port” yet to the cell phone and they needed to transfer me to the right department. FINALLY after an hour of being transferred and put on hold I was told this was completed.

Again Monday July 16, 2012, my phone was still not “ported” over to my cell phone so I called AT&T again. After being transferred again over 5 times, now on the phone over an hour yet again,  I was told that after further review I would need a deposit (no total given) but because I was “new” to AT&T (mind you I have been with AT&T for over 5 years).  At that point, my blood boiling because now that I have been on the phone with several representatives and managers, I am just now finding out about needing a deposit. So I was then transferred to manager GREG, who advised me the same.

At that point I was frustrated and totally disappointed  that after SEVERAL HOURS and PHONE CALLS to AT&T I was just advised about a deposit, so manager GREG advised me since there was nothing he could do until July 28th, 2012 that he would put a $250 CREDIT on my account (never mentioned what account). When I thanked him and confirmed TWICE that he was going to call me the 28th I then hung up.

 It is now July 30th, 2012. Manager Greg NEVER CALLED ME THE 28th. Also I received 2 more bills from AT&T one is for my business with a total due $10.97 and one for $151.39 for my landline.

Once again made a call to AT&T, spoke with SEVERAL representatives. Call was for the “porting” of the phone which by the way was not done STILL. Also for the 2 bills I received that NEITHER showed a credit for $250.00. In speaking with the representative none could assist me so I was TRANSFERRED AGAIN to manager INDIA, in which I needed to explain the issues again. She was very helpful, but could not advise me on where the $250.00 credit was.  When I was transferred to TANEA in the technical support department (I guess for the PORTING OF THE STUPID CELL PHONE) she was able to assist me with the “porting” of the landline to the cell phone FINALLY. She also stated she was reviewing the notes and manager GREG did the credit for $250.00 but it was not for the bill, but it was for the deposit. When I explained to her that was not supposed to be the deposit, she stated yes I know because it appears the deposit was waived and that the $250 was supposed to be a credit but she couldn’t do anything about it. Tanea then put me on hold again (now going into my 2nd hour of being on the phone with AT&T, when she returned to the line she stated she spoke with the credit department and there is nothing they can do about it. I then asked to be transferred to someone who has authority to help me.

I was transferred to Barbara (a manager), who said she needed to return my call because she was in the middle of something and she would research this and get back to me.

I am still awaiting a call back.

[edited for privacy]

[jamileh]

I'm very sorry to hear that you had such a poor experience. I know this is incredibly frusrating. 

I see that you are working with Anthony to get this issue resolved, please continue to communicate with him.