Amazingly Horrible Customer Service!
We have had business phone lines with AT&T for a long time, more than 10 years.
As we had four (4) landlines, the monthly bill was almost $1,000 per month.
I called AT&T to identify what the lines are, but even AT&T was not identifying them clearly.
So I closed two of them in 2021 and extended the contract.
During the call, the customer service rep told me I could have credit for the account.
I forgot exactly what it was but I got a lump sum of credit (~$2,000).
FYI, it was about two months' credit.
A year later, AT&T charged me over $2,000 after I extended the contract again.
On Sep 6, 2022, I called AT&T customer service around 08:30 PSD and was told that it was an error by AT&T.
So I asked to talk to someone who can adjust those amounts and got transferred.
I talked to a guy named Tony and asked him whether or not I can have a little bit of adjustment.
My wording was exactly like this (AT&T should have a record): 'Is there any possibility to waive or adjustment a part of the bill?'
Did I ask too much?
What I heard from him was as follows;
- Because he doesn't have any authority to adjust the bill, he couldn't do anything; is he a final decision maker?
- It was partially my fault because I didn't call AT&T and checked after receiving the credit.
Then think about this;
- I had been paying almost $1,000 every month for a long time.
- Even one of the lines, AT&T was not sure what it was.
- During closing some lines, the rep offered credit. (Not me!)
- And it was about two months' credit.
- Top of that, most people usually do not call back to the merchant and ask 'how much credit did you give?' or 'Is $xxxx right amount you credited to me?'.
Do you still think I should call back to AT&T and check whether or not the amount was right?
- He kept saying he couldn't do anything but show no effort to resolve the issue.
- If he can't do it, he should transfer me to someone with who I can discuss it.
- But his tone was rather sassy and accusing me. I'm a long-time customer, not a con.
This made me so upset. (I trust AT&T has a record of the conversation.)
I asked his name again and he said it's Tony and his last name is Kim.
I asked him for other verification that proved he is 'Tony Kim'; he REFUSED.
I asked his manager/supervisor's name and contact numbers, he said HE DIDN'T KNOW.
(If he has something to report, where he should submit it? AT&T Business Forums? Or he doesn't have his boss?)
Finally, I told him that I didn't want any discount or adjustment and asked him who caused this issue initially.
He kept saying that partially it's my fault.
I gave up talking to him and told him that I wanted to talk to his supervisor/director.
After a couple of minutes of holding, he told me his manager was not answering and offered me a discount of two months' current bill (maybe less than $500).
Hello? I asked how he made a deal even though he didn't have any authority to adjust the bill.
I was told that he asked a specialist online and got this discount.
What made me really mad was the fact that he's a customer service representative, not a specialist, and he didn't even try to ask a specialist and kept wasting my time by just saying 'No, I can't'.
- He doesn't have the authority to manage the issue and he's not a specialist, he keeps saying 'NO'.
- He offered me a discount suddenly after asking to talk to a manager. Why not before?
- I had to waste my time dealing with somebody who doesn't allow to handle my issue.
Is this a normal protocol of AT&T customer service?
I'd like to ask AT&T and someone who read this posting, do you really think there's a customer service rep whose name is Tony Kim?
I'm not asking for any discount or adjustment, I'm complaining about his attitude.
If AT&T thinks I'm too much, please do not delete my posting.
So that other readers can criticize me.
But my complaint is reasonable, let me know what kind of disciplinary action was given to Tony Kim.