7 Messages
What is a customer service summary ?
Received an email from att stating, “We will be updating some of our backend systems over the next few weeks, which may cause you to receive a Customer Service Summary (CSS) for your AT&T Fiber service that you didn’t initiate. We’re sorry for any confusion and there’s nothing you need to do to keep your current AT&T Fiber service.“ Need some clarification on what this means?
JefferMC
ACE - Expert
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36K Messages
4 months ago
A Customer [dis]Service Summary is an e-mail that they like to send out when your service changes; usually because you initiated a change. The information on it has historically been laughably inaccurate, leading to needless frustration for customers who see huge charges that will never materialize on bills and CSRs who get irate callers who had no need to be.
Getting one when you have made no change is an alarm for you to look carefully over the "CSS" for what services you will have afterwards (compared to what you think you should have... it could be they're going to incorporate an equipment charge or a discount or something). I would also watch the next few bills. It wouldn't hurt to check out your account online ASAP to see if it looks like what you think it should, and do so again once you get the CSS.
I have gotten a surprise CSS tipping me off that a rogue sales agent upgraded my service when I didn't agree to do so.
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jmendoza97
7 Messages
4 months ago
so far everything is fine. But will keep an eye out for the CSS. Thanks for the help!
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