on July **st I called the customer service line and was told the contact center was clo...

GetHuman-acoverda's customer service issue with AT&T from August 2019

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The issue in GetHuman-acoverda's own words
on July **st I called the customer service line and was told the contact center was closed via the IVR. So I had help and went on to the My AT&T app and pressed the CHAT LIVE: I first spoke with a Martin Levine and he stated he was putting me on hold to look what he could do. I then waited for over **-** minutes said Hello and then put a "?" Nothing happened and I closed it out and refreshed, the automated asked again help I wrote "representative help" Then waited ** minutes for Agent Ryan who entered the chat he asked me my name I gave it to him, my passcode I gave it to him, he then stated what did I need help with: I let him know that I was waiting for my replacement debit card and it wouldn't come until Tuesday August *th however I knew I had a payment that was due July **st by midnight and stated that because of not having my debit card the payment couldn't be made in turn he told me he'd be happy to help and wait a moment I stated ok and when he came back he stated he saw I spoke to Martin and he would be able to take over. He came back to the chat and stated that he would make the arrangement for me and I didn't have "no worries" my service would not be interrupted. I said thank you and he then stated what's my email and asked was there anything else he could help me with. I stated no and then he said have a great day. Come August *st around **:** in the afternoon my service was shut off. I called and spoke with someone from customer service and they stated they saw nothing about me speaking to someone in the chat and then asked for a manager the manager was a guy and he stated that he can't do anything and doesn't see where I spoke to someone. Then somehow*Hung up and I called *** and of course since my phone is off it leads me to a rep and I spoke with a Lucas I believe and explained that I was talking to a manager and then tried to explain wanting to talk to another he told me I couldn't because someone told me I needed to pay ***.** (odd number) when I had already spoken in the chat to a Ryan and he reassured me my payment for ***.** was set for August *th. Trying to figure out why That is not on the account and why you all system is broken where no one can see when you logged in on the chat and spoke to a representative and nothing is showing up. I even have an email sent to me to confirm ***.** is to be paid on August * and my service wouldn't be interrupted. The manager Audra stated she wish she could see that but can't and then I hung up because I got frustrated as to how come someone lied to me using your chat live service and reassured me. I would never be this upset if I had another phone or wifi. When I called back I explained to the guy if I had wifi I would be able to get a lyft to a near store to prove I spoke with a Ryan in the chat through ip and last login since you all via phone. But the only phone and service I have is AT&T wireless and at&T hotspot through my phone. I then was transferred to a manager who did not realize that she didn't have her phone on mute and stated "they better get the **** off my phone." Then I said, " is this how you talk to disabled people?" She (Betty or Carolyn) then proceeded to mute her phone then either played hold music and after **-** minutes someone got on the phone by the name of Pedro and he stated he was not a manager but worked regular customer service I then asked him what was the name of the manager who last touched my account because she said foul language and should be fired for treating or even saying something like that. How can you allow people to be managers and they don't mute their phone when they're saying nasty things. I just want my service on so I can call my mom and let her know I'm ok. Let my job know I'm ok and know for sure I can pay ***.**. I have disability checks that come to me and my whole life changed drastically last year May. The reason why I got AT&T was because I was being abused and in a domestic violence situation and needed to remove myself off of my abusers plan and then in July **** I had to leave my job because I could no longer work there because he knew I worked there and was afraid so I left my job and had to move to where I am now in a whole new state with a shielded address so I can't be found and my dog who helps me. I finally got a new April ****. So it goes to show with little money I still paid my bill to you all. Then tried my best to make sure you all are paid and my other bills are paid to live in the community and have money for my public transportation since I can't drive. Again I would not be this upset or even call so much if I had a back up phone or wifi service but I literally have nothing. I fight every day to try to be a normal citizen and treat people with respect and then this happens. I spoke to another manager and she stated she sent feedback so they could get the chat live transcript that will prove RYAN told me my service would not be interrupted and he set my date to August *. Then they would restore my service for me. Transferred by the manager to a customer loyalty rep Lawrence and he doesn't know why I was transferred to him and he stated he would transfer me to someone in collections because all of the reps plus managers who I spoke with did not come from collections but customer service. Lawrence in turn transferred me to U-verse home phone collections and she in turn transferred me to cellphone collections at this point someone is not doing their job and I have had enough. No clear answers, no true help and no one willing to take ownership that I have an AT&T POST CALL NOTIFICATION EMAIL & AT&T CHAT TRANSCRIPT! I've been treated like **** by this company

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AT&T

Customer service issue
Reported by GetHuman-acoverda
Aug 2nd, 2019 - 3 years ago
Not resolved
Seen by 12 customers so far
Similar issue to 10893 others
0 customers following this

Timeline

GetHuman-acoverda started working on this issue
Aug 2nd, 2019 5:03pm
GetHuman-acoverda indicated the issue is not fixed yet.
Aug 2nd, 2019 9:11pm
GetHuman-acoverda indicated the issue is not fixed yet.
Aug 3rd, 2019 5:46pm

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