Customer Service Grievance

Hi,

I have been a loyal AT&T customer but with my recent experiences with customer service team I do not think AT&T is valuing my loyalty anymore. I strongly believe there is a major scope of improvement and training requirement for the executives handling calls especially for the customers having family plans ( multi line accounts). It’s becoming a routine for me to call AT&T every month for billing issues as the system does not have much transparent details.

 If this keeps on happening, I will have no other option but to switch to another provider as we do have many choices in the market- not that I want to but I value my time.

EVERY time I have to explain the calculation to the executives. NONE of them gets the calculation right at the first time. This is so unfortunate that I have to spend 30 mins for explaining the calculation which should be easy for the executives of AT&T.

I am sure you can pull up details from my account and check the history of my calls and concerns. I never had a positive conversations but highlighting my recent conversation as a reference. But please note, this happened ALL the times.

This is an example How a simple question took 3+ hours- 90% of  which was just me explaining the calculation. The executives clearly did not have any idea about what they were speaking- disconnected, uninformed and different than each other.

Whats more funny is- when I asked the support executive for an email address where I can raise the concerns, She refused to give me one and later gave me this address which is invalid and email bounced back. Seriously ?

Question was- Why my Long Distance calling package of $10 did not auto renew even though the money was charged from my credit car ?

12:38 AM 3/28/2018- call duration  30 mins

Executive 1 – He mentioned-There is NO auto pay for Add-on features like long distance calling. My regular monthly plan is $120 before taxes but the executive calculated as $130. Had to explain him for 20 mins and finally he agreed.

Supervisor – He also mentioned-There is NO auto pay for Add-on feature like long distance calling.

8:29 PM 3/28/2018- total call duration 2hr and 37 secs

Executive 1 – 

Version 1- My regular monthly plan is $130 and after tax $145 so no charges were made for add-on pack. Had to explain her again for 20 mins that my regular monthly plan is for $120 and $10 for add-on. She put me on hold for more than 10 mins to finally calculate and agree.

Version 2- After she agreed that I was indeed charged $10 for add-on, she mentioned that Auto Pay was not setup hence it did not renew. We went through the terms and condition, and also sent email showing the text messages that I received from AT&T confirming it was set up for auto pay. She put me on hold couple of times.

Supervisor

Version 3- She agreed again that auto pay was setup. Now she mentioned it did not renew because supposedly there is a 750 mins cap limit for $10 long distance call which is for 1000 mins. I asked for AT&T reference document/terms but should could not provide me one. She hang up without explaining.

I got calls back but those were ‘missed calls’. I never saw them coming. I just saw them in my phone.

10:37 PM 3/28/2018- total call duration 5 mins 9 sec

Executive stated she had some issues with her system and I insisted to be on hold. The line got disconnected.

10:46 PM 3/28/2018 total call duration 31 mins

Executive- She finally got the problem to some extent. However, she failed to explain why my balance international call duration was more than 1000 mins. If the international call balance never rolls over, there should not be a scenario where I will accumulate more than 1000 mins.