Please see copy & paste of email below. This will fully describe the scenario that has taken place and why I am so frustrated with AT&T and wish to speak with someone in Executive Customer Care - yet I am not getting any response from my first sincere email.**AT&T Customer Care:**Can someone please acknowledge the email that was previously sent back on Monday August **th ****. It has been **hrs since I sent this email, and I would presume that at least an acknowledgement of my email is in order. I understand it takes time to research various points I mentioned in my previous email, and that is completely understandable. But* keeping your customer informed, and providing them with a rough estimate of when the research might be complete is a standard business practice to ensure your customer is not felt ignored or neglected.**I shall provide **hrs from this email, to receive a simple acknowledgement before I choose to escalate this matter. It is not my intent to do such* but not getting a response back will not be an option for me.**I sincerely look forward to hearing from someone within the next **hrs. I thank you in advance for your time and your attention to this matter.**Sincerely, (*** year customer)**Shawn Townsend****-***-******On Aug **, ****, at *:** AM, Shawn Townsend *Shawn*T*****@***.com* wrote:**To Whom it May Concern: **My name is Shawn Townsend. I write this email to inform you of my * recent experiences with trying to facilitate an upgrade & line addition to my account, of which has solely been with AT&T (and it's predecessors) for *** years. (Account Number: ********* - Primary Phone Number: ***.***.****)**Approximately * weeks ago on or around July **th my husband and I visited your corporate store located at *** North Alafaya Trail Suite *** Orlando, FL ***** (Store Number: ****). We were greeted by Sandra who had the best attitude I've ever experienced at an AT&T store. Sandra was warm, friendly, personable and genuinely interested in my needs & my husbands' needs* to be fulfilled during our visit with her. To summarize here is what we were looking to accomplish on this visit: **.) I was wanting to upgrade my phone (presently an iPhone * Plus) to the iPhone XS Max ***GB (color was not important) and take advantage of the BOGO offer**.) I was going to add my husband to my account (Husband is with AT&T already, but not under any contract) with a new line of service to take advantage of the BOGO offer and likewise* get him the same iPhone XS Max ***GB**.) We were also going to roll in a new line of service for High-Speed Fiber Internet at our residence - which was being offered as the AT&T *** for $**.** a month (for the first ** months)**Sandra, my Husband, and I all tried every which way to make the AT&T site work properly when adding a new line of service to my account. On Sandra's computer, she was not able to do a whole lot because I was needing to do it online - to take advantage of the BOGO plus the $***.** Visa Gift Card. We tried my phone, two different browsers, and also tried the app. Next, we tried my husbands' phone (all ways previously mentioned) and again we even tried using Sandra tablet on two different browsers. The website kept circling around to "please sign in to your account, to add this line of service." All in all, this was approximately * & *** hours and then the store was closing.**I travel extensively for work - and had previously explained to Sandra that I would like for these two phones to be available in the store. At first, this was not an issue - and had the website been working correctly - it would not have been an issue as the site clearly states, order now and receive same-day in-store pickup. But again* the website was not functioning properly so I was not able to complete these three transactions. Both my husband and I left the store feeling a little defeated and a little frustrated - but told Sandra that when I returned back into town in two weeks, that we would be back to hopefully get this all sorted out.**Fast forward two weeks later. On July **th we went back to store **** and met with Sandra once again. The same scenario existed with my husband and I's desire for the same products and services. Once again we spent the better part of * hours trying to navigate the AT&T website & App on multiple devices. This also includes an actual desktop workstation at the corporate location having the same challenge of the system continuously booting me out and asking for my account number and password to add a new line of service. But this time it also gave another error stating that my accounts were being merged together and I could no longer make any changes to my account.**How is my account being merged? I haven't done anything. I haven't added any service - I haven't gotten an upgrade, I'm very confused by this. Still, today (August **th, ****) when I log into my account it states that "We're working on combining your bills." And then gives me an option to check combined bill status. Why? How? **Only being home for two days every two weeks, my time with my husband (by the way we are newlyweds as of April ****) is really important to me. Having to spend multiple hours and multiple trips to the same store to accomplish (what I feel) is a very simple task, has turned into an absolute nightmare.**I have attached a copy of the email that I sent to AT&T Customer Care back when I previously upgraded my phone. Why and how is it* every time I go to upgrade my device I always have issues? I would presume that AT&T would make it downright easy for someone to "re-sign" and "give more money." But* this is completely inaccurate. Two trips to an AT&T Corporate store for wanting two new iPhones, two new agreements, and the AT&T Fiber Internet ----- and it can't be worked out?? I was prepared to re-sign with AT&T, guaranteeing my multiyear commitment to your company for both home internet and wireless service. Only to be met with all of these hurdles and challenges. Now my account is locked, and I can't make any changes what so ever.**May I also mention my two-hour phone conversation with AT&T Customer Care after leaving corporate location **** on July **th. Unfortunately, I cannot remember the young lady's name that was trying to assist me. But I will tell you* you have some incredible people working for your company. Both Sandra at the store and this young lady over the phone both bent over backwards to try and get these issues resolved and ensure that I had two phones in-store to pick up the next day - before my travels had me flying out again in the next few days. Both of these team members verbally stated that the issues that I was experiencing were "known glitches on the site" and the appropriate team members are trying to resolve them. How can an issue relating to people giving AT&T MORE money and signing MORE agreements last for multiple weeks? Shouldn't an issue this severe, impacting hundreds of thousands of dollars be resolved quicker? I would hate to think that this "known glitch" cost your company an extensive amount of money - because it was not resolved in a timely manner.**In conclusion* may I please speak with a member of your Executive Customer Care team, please? I would truly appreciate it if someone could call me directly on my mobile and inform me of my current account status - and why I still am having the issue of "we are combining your bills" which is preventing me from ordering new devices & services. Please understand my frustration in this email* I mean no disrespect to anyone that has been involved in this utter mess, but also understand that I am losing my patience. Why* every time I want to upgrade my device I have such horrid problems? I would like to better understand if I am doing something wrong so I may correct this, or if my expectations of AT&T and the renewal*upgrade process are simply too high to be met. After being with AT&T *** years, I honestly do not feel that I am asking for too much* after all, I'm wanting to give you more money and guarantee continued years of contractual services.**I thank you kindly for your time and thank you in advance for your phone call.**Sincerely,**Shawn Townsend****-***-*****Shawn*T*****@***.com
GetHuman-shawn_to did not yet indicate what AT&T should do to make this right.