Order V***-OY-*********I’m writing to you to let you know about a lousy experience I re...
GetHuman-jmorath's customer service issue with AT&T from November 2018
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The issue in GetHuman-jmorath's own words
Order V***-OY-*********I’m writing to you to let you know about a lousy experience I recently had when I tried upgrading my daughter’s phone. As someone who’s been an AT&T customer for many years (going back to your days as Cingular and even Comcast before that), I expected better treatment. *On October **, I called AT&T to upgrade my daughter’s iPhone *s to an iPhone XSM. I wanted to simply upgrade the current line, but an AT&T rep named Jaz led me to believe I could see a reduced monthly payment on the new phone if I added it with a new line. When I informed Jaz that I didn’t want a new line, he said I could just “port” the **** number over to the new phone and then cancel the new line (ending in ****).*Upon receipt of the new phone, I visited my daughter at college and took her to a nearby AT&T store on City Avenue in Bala Cynwyd, where we were told we could not, in fact simply “port” the **** number and then cancel the new **** line. This simple upgrade was quickly becoming a huge pain in the ***. We made the decision to return the phone and cancel the line, with plans to try an upgrade again at a later date.*On October **, I called AT&T and spoke to a rep named Rayfield J., who helped arrange the return process. I told Rayfield that I wanted the **** line cancelled, and he said that the line would go away after my return was received and completely processed. The iPhone XSM was mailed within the next day or two. On October **, I received notification that the returned XSM had been received and that the return would be processed in *-* days. *I checked my bill online over the course of the next several weeks to see the processed return reflected there. I was not surprised by the $** restocking fee, but I was angered by the fact that the **** number was still there—ALONG WITH AN ACTIVATION FEE AND OTHER MONTHLY FEES, ALL FOR A LINE WE DIDN’T USE. *On November **, I called AT&T and initially spoke with Shanda M. She was pleasant enough, but when I explained my situation to her and how I didn’t see why (with the exception of the restocking fee) I should pay all these fees for a phone*line we hadn’t used, she quickly transferred me to a Customer “Loyalty” rep named Sara D., who I thought would help me resolve the issue. Sara did in fact remove the **** line, but said we were still on the hook for all the charges because:*A) the phone return hadn’t been initiated within * days of getting it (a stipulation I don’t ever remember hearing from anyone)*and*B) In the notes from my conversation with Rayfield J., there was no indication that I wanted the line cancelled. Remember Rayfield J.? HE WAS THE GUY WHO TOLD ME THE **** LINE WOULD GO AWAY AFTER MY RETURN WAS COMPLETELY PROCESSED.**As you can see a lot went wrong—from the initial order, pretty much all the way through until now. *As a long-time customer, I can’t tell you how gravely disappointed I am by the whole process, from the initial order all the way through to my interactions with your Customer Loyalty department. I guess we have different definitions for “loyalty.” Based on my recent interactions, your definition seems to have less to do with helping customers resolve issues and more with nickel-and-diming them wherever you can. Aside from the restocking fee I hope you can find your way to waiving all the other monthly charges attached to the now cancelled **** line. If not, it might be time for us to consider taking our business elsewhere and tell others to consider doing the same.
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