Tonight I was on chat for more than an hour with only one question: I am concerned abou...

GetHuman1474872's customer service issue with AT&T from November 2018

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The issue in GetHuman1474872's own words
Tonight I was on chat for more than an hour with only one question: I am concerned about my DSL overage charge. I was transferred * times. I was transfered to agents to help me with problems I never had. I was refused to talk to a supervisor and I was told the solution was to cancel my service.**See chat transcript below:***Reference Number: *******************DATE*TIME: ****-**-** **:**:***Your chat transcript:*PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.*AT&*T : Hi, I’m AT&T’s automated virtual assistant. How can I help you today?*Me : Overage charge*AT&T :*Got it. Please tell us your first name.*Me : William*AT&T :*Thank you. Please wait as you are assigned to the next available specialist for account support.*AT&T :*Unfortunately, we are unable to transfer you to a specialist at this time.*Me : why*AT&T :*Hmmm. Using just a few more words, could you rephrase your question? Virtual Assistants understand best if you use a complete sentence.*Me : representative*AT&T :*Let me get you to a specialist. Got it. Please tell us your first name.*Me : william*AT&T :*Thank you. Please wait as you are assigned to the next available specialist for .*Jovie : Hi, I appreciate your patience while holding. I will be happy to assist you.*Jovie : Hello William*Jovie : I see here you have concern with an overage charge*Me : hi movie no problem the wait was brief*Jovie : I can help you with that*Me : yes*Jovie : Sorry about that*Jovie : Can I confirm your wireless number so I can pull up the account?*Me : thanks hope your night is going well*Jovie : It is, thank you for that. I hope yours too*Me : *** ***-**** *** xxxx This the account it is DSL although I do have cell with att*Jovie : Thank you for that information.*Jovie : Oh to confirm the overage charge is billed on your DSL account?*Me : yes*Jovie : Gotcha*Jovie : No problem.*Jovie : I am actually from wireless (cellphone) team no worries, with this one let me partner you with the correct team to get this resolved*Me : K*Jovie : Please stay in this chat for me while I transfer you to our team now, it may take few minutes please do not disconnect or close the chat session to make sure you will be connected with the next specialist. I sincerely appreciate your patience.*Joseph N : Hi William! My name is Joseph N. I'm happy to help.*Me : hi Jospeh the previous agent was trying to help but he was wrong department*Joseph N : Thank you for sharing.*Joseph N : And just to confirm, you want to access your AT&T internet account today, is that right?*Me : yes I am concern about overage*Joseph N : Thank yo ufor sharing.*Joseph N : And is this for the AT&T overage for your AT&T wireless*cellphone service, is that right?*Me : no as I told previous agent this is on DSL. Are you also unable to help*Joseph N : Thank you for sharing.*Joseph N : I can help you to get login to your online account to your DSL account, and if you have billing concern, I can also partner this chat with our billing specialist later on.*Joseph N : Let's try first with getting you login to your online account to see your current overages.*Me : no as I told previous person this is an overage question not log on help*Me : apparently after ** minutes and *nagents I am still with wrong person*Joseph N : THank you for sharing.*Joseph N : I totally understand how important this for you to get the right specialist today.*Me : I have never asked for log on help*Joseph N : Yes, I got you on this one, and I will help you to get the right specialist today.*Me : previous agent said he could only help with cell service*Me : I need a supervisor as this will be my *rd transfer for same question*Joseph N : I totally understand your point and it seems that the previous representative transfer you to AT&T Universal login department instead of the DSL billing specialist.*Me : And now you are transferring me agin*Joseph N : I totally understand how important this for you, and as your *rd specialist to get the right specialist, I will be providing you the DSL specialist direct number today.*Joseph N : And I will stay on this chat, to ensure that you will have the right specialist today.*Joseph N : And all you need to do is to call this number ***-***-****, and at the automated system, you just need to say, "DSL billing specialist".*Me : So you a refusing to send me to a supervisor*Joseph N : No, I'm not.*Joseph N : I also raised this to my manager to ensure that she can help you today too to make sure that you will have the right specialist today.*Me : then put me in chat with them instead of giving me a number to call*Joseph N : I totally understand your point.*Joseph N : And I'm also coordinating this chat with my manager, to ensure that we will able to connect you to the right DSL specialist.*Me : thanks*Joseph N : You are so welcome.*Joseph N : I want to ensure that this will be the last time you will get transfer and you'll able to get the right specialiust today.*Joseph N : Let me connect you to my manager too. And her name is Marianne.*Me : hello marianne*Marianne Angela M - Supervisor : Hi William.*Me : please scan chat. My only question was concern with my overage charge*Me : first agent said could not help because he was cell only*Marianne Angela M - Supervisor : Are we talking about your wireless service?*Me : second rep attempted to help me with log on issues. I never had that problems*Me : i asked for supervisor and was given a number to call for dsl specialist*Marianne Angela M - Supervisor : Thanks for letting me know that.*Me : this has now been going on for ** minutes*Marianne Angela M - Supervisor : You actually reached the log in support department. Let me check our option to get you a DSL account specialist.*Me : no we have never been talking about wireless it has always been dsl*Me : then that will be my fourth transfer of the night*Marianne Angela M - Supervisor : That is not the type of experience we want you to have.*Marianne Angela M - Supervisor : Please give me a chance to check for options to meet your needs.*Me : agreed you can see in chat I have never asked about log on*Marianne Angela M - Supervisor : Your point is well taken.*Me : i appreciate your help*Marianne Angela M - Supervisor : I see that we have a limited number of chat support right now that handles DSL account. What I can do to best assist you is to get a DSL account specialist over the phone and conference the call with you.*Marianne Angela M - Supervisor : I hope you understand, this is the best option that we have today to address your concern about the data overage.*Me : no access to telephone at this time*Marianne Angela M - Supervisor : I am sorry to know that.*Marianne Angela M - Supervisor : William. I am very sorry. Believe me, I really want to help you out today because that's my ultimate goal.*Me : can you put me in chat to disconnect service*Marianne Angela M - Supervisor : It saddens me to know that you want to cancel your service.*Marianne Angela M - Supervisor : Account cancellation is done over the phone and handled by our customer loyalty group.*Me : give me number since you cannot put me in chat with dsl*Marianne Angela M - Supervisor : I understand you'd like to cancel your service. Please contact a specialist at ***-***-**** to discuss canceling.*Marianne Angela M - Supervisor : Is there anything else I can assist you with?*Me : i would rather chat with dsl specialist but you will not transfer me*Marianne Angela M - Supervisor : If only I have the option here for you, WIlliam. I will never hesitate to do that since that is the only option to help you out today.*Marianne Angela M - Supervisor : I am also a customer outside work and I know that your time is valuable.*Me : so after an hour of chat and agents answering questions I never asked the only solution is to call and wait in that line*Marianne Angela M - Supervisor : I am sorry for the inconvenience. That is the best thing that we can do right now.*Me : so let me make sure I understand your only solution is for me to call the cancellation of service number*Marianne Angela M - Supervisor : Yes that is right.*Me : you must have a supervisor I cannot believe you are telling me my only solution is to cancel service*Marianne Angela M - Supervisor : Oh. I thought you mentioned about canceling the service.*Marianne Angela M - Supervisor : I am sorry for the mis understanding. I really value your time William.*Me : please transfer me to your supervisor*Marianne Angela M - Supervisor : Please call the number I provided for your convenience.*Marianne Angela M - Supervisor : Since you reached the log in support team.*Me : after an hour no one seems to be listening I am only asking about my overage on dsl*Me : not my fault you were the *th transfer*Marianne Angela M - Supervisor : I understand your issue is about DSL.*Me : yes That has always been the concern*Marianne Angela M - Supervisor : I really want to help you out but since we handle log in issues, the best that you can do right now is to call the number I provided or dial our DSL support hotline at *-***-***-****.*Me : i asked to speak to a customer service representative supervisor about how I have been treated*Me : your answer is to call a dsl rep or the cancellation number*Marianne Angela M - Supervisor : The numbers I provided are based from the concerns you raised on the chat.*Marianne Angela M - Supervisor : Now that I have provided you the number to call, kindly reach out to our DSL support or customer loyalty support at your most convenient time.*Me : not satisfied either place me in chat with a dsl rep or your supervisor*Marianne Angela M - Supervisor : I am sorry to know that. But I am the highest support to assist you today and my expertise covers log in issues onlu.*Marianne Angela M - Supervisor : *only*Marianne Angela M - Supervisor : Thank you for choosing AT&T. We appreciate your business. Have a great day!*Me : please provide me with I’d number*Marianne Angela M - Supervisor : Sure thing.*Marianne Angela M - Supervisor : Here is my ID YMTPJB**Marianne Angela M - Supervisor : Thank you for choosing AT&T. We appreciate your business. Have a great day!*Me : thanks****** AT&T Intellectual Property. All rights reserved. AT&T and Globe logo are registered trademarks of AT&T Intellectual Property.

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Customer service issue
Reported by GetHuman1474872
Nov 3rd, 2018 - 5 years ago
Not resolved
Seen by 53 customers so far
Similar issue to 3762 others
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GetHuman1474872 started working on this issue
Nov 3rd, 2018 2:19am