Today I spent over an hour trying to upgrade my service. The problem was not ineligibil...

GetHuman-rileymur's Update Account Info issue with AT&T from May 2019

Help with my AT&T issue
Top Tip from another customer
The only way to update account information is to log in and go to the settings feature or personal info on your account.
The issue in GetHuman-rileymur's own words
Today I spent over an hour trying to upgrade my service. The problem was not ineligibility, the problem was incompetence by AT&T Customer Service. The first rep put me on hold several times while verifying the promotion of a free phone (LG G*) that he offered me. The offer included free phone and waive connection fee and other nonsense. Well, finally, the hold call turned into a "Thank you for calling AT&T. Press * for blah blah blah and press * for blah blah blah" neither of which pertained to me in any way, shape or form. I pressed zero and was promptly disconnected. So I called back. The second rep said he could not reconnect me with the first rep so now we have to reinvent the wheel (so to speak)* account info, reason for calling, etc. etc. I explained my dilemma with the first call. After expressing his apologies, he began doing the upsell - talking about a free phone if adding another line, etc. - not interested. Two people live in my household* we need another line why? So now, he's going to verify the promotion and puts me on hold. BINGO - disconnected AGAIN. So, I call AGAIN. This rep tells me the promotion has run out of phones. And then he goes into his upsell!!!! By now, it's been an hour. He offers me another deal which turns out HAD BEEN offered online at a better rate. He tells me I should go online then. I can barely contain myself by now. After checking online, the offer is gone so I called AGAIN. This time I tell the rep I no longer want to talk about the sale*upgrade but want to talk to a supervisor or someone that I can relay the poor service I have been receiving. AGAIN, we have to reinvent the wheel with ALL the info, etc. She also said she would check my account for any deals I may be eligible for. I told her at this point I don't believe I'll be staying with AT&T so I do not want to hear any deals! I just want someone to talk to about the lack of customer service!! It's been over an hour. She asks to put me on hold while she checks with her supervisor. WHOA! And what happens if we're disconnected, I ask. She'll call me back. (No one else has.) So I agree. She comes back to tell me the person will have to call me back as she needs to call from her own desk. I give my mobile number (guess they didn't have it). It is now four hours later. No one has called. Monday I will be researching other companies. I have had my service with AT&T since my first mobile phone ** years ago. I cannot deal with incompetency nor should anyone have to. Terribly disappointed and frustrated. I am looking for the place to file a formal complaint with the company. Could someone relay that number or email to me?

GetHuman-rileymur did not yet indicate what AT&T should do to make this right.

How GetHuman-rileymur fixed the problem
Contacted corporate offices via email. I received an email back.
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Update Account Info issue
Reported by GetHuman-rileymur
May 18th, 2019 - 4 years ago
GetHuman-rileymur shared how to fix
Seen by 20 customers so far
Similar issue to 8589 others
0 customers following this
Items needed
Phone number
Account number
Account PIN
Account email
Service address
IMEI number


GetHuman-rileymur started working on this issue
May 18th, 2019 10:56pm
GetHuman-rileymur indicated the issue is not fixed yet.
May 22nd, 2019 12:08am
GetHuman-rileymur confirmed the issue is fixed. Hooray!
May 23rd, 2019 11:18pm

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