They should change the name to AT&T Customer Headache Department.

This long entry resumes the last 3 hours of my day. These were THE most challenging 3 hours I’ve ever faced on the phone with a Customer Service Department - all for what is pennies to such a large company. They should change the name to AT&T Customer Headache Department. How this company was awarded with the Consumer Information Award for Wireless Quality - I do not understand.

CALL #1 - Around 11:30am -  A male representative was not able to help me. He transferred me to Billing. I was on hold for almost ONE HOUR. No lie! So I hung up and tried again.

CALL #2 – Shalonda - ID unknown (She needs some training and maybe some Humanity)

After assessing my situation and not being able to help me due to unknown reasons, she then transferred me to a billing specialist who was even less helpful.

30 MINUTES LATER I'm on the phone with Chester (Very rude, no moral values, terrible representative for AT&T. Both him and his manager sounded like they were located in India. There was a clear language barrier).

After I clearly explained how my mother recently lost her job and that I’m trying to find someone that could assess my financial situation to help me save some money, he tried to sell me a new mobile package instead of helping me. REALLY?! He completely disregarded my personal situation and kept side tracking our conversations with records to prove that my point was not valid to argue. He refused to connect me with a supervisor or manager after several times of me asking. Placed me on hold each time to then come back online to ask me more questions related to why I haven’t paid my bill and what services I should be adding to my account.

In the end, I was not trying to argue any points, merely trying to find a representative that would appreciate me as a client and would be willing to help me as person with feelings...not treat me like a robot. After several attempts and probably another 30 minutes, Chester got his “supervisor" on the line.

Max - "FLOOR SUPERVISOR"

He took the time to abandon another customer’s phone call (or so he says) all to tell me he would call me back in 15-20 minutes. Hesitant, I provided my number but asked to be put on hold. The call dropped, I literally started crying, and 45 minutes later did not receive a callback.

CALL #3 - 2:17pm - A woman from Accounts Receivable. She seemed nice but clearly stated that she could only collect a payment from me and not help me. Asked me if I was making a payment today even after I clearly explained my last 2 hours to her in tears! She then transferred me to…

Shama from Florida - FINALLY someone with a heart! Although Shama was not able to fully resolve my case, at least she had humanity. She heard me out, understood what I’m going through and dug into the REAL options an AT&T representative can offer.

To resume - Does it really take 3 phone calls and 3 hours of a customer's day in order to resolve a small but REAL issue? My family and I give thousands of dollars of our small income to this company each year. But yet, when we need them the most, when we need them to lend us a hand and throw some pennies of consideration our way- THEY fight like an army. The least they could do is hire more Shamas to at least make us feel like our business is appreciated.

I sincerely hope someone in this community can help me fully resolve my issue. 

Thanks for reading!

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]