Contributor
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3 Messages
An hour in hell - fraudulent behavior by AT&T reps - Part 1
SourceURL:file://localhost/Users/laurabowden/Desktop/AT&T_chronology.doc
- I try to buy $700 of iPhones & Family Plan online. I get “error #659” instructing me to call 1-800-331-0500 for customer assistance.
- 8:06pm, I call.
- No option to speak to an agent - 2 rounds of "enter ATT wireless number" (nonexistant for somebody trying to open new service.) Finally I get a prompt to "hit 1 for more options", then another prompt for "sales".
The rep who answers has the nerve to start the call by asking me what number I was calling about. (Didn't I just hit the prompt for sales?) Its 8:09 and she has to transfer me.
- Next rep. I fail to write down her name. I ask if this transaction will take more than 15 minutes & she suggests that "I call tomorrow if I don't have enough time" I'm about to spend $700 plus $200 / month at your company and you suggest I call later? She takes my number in case she has to call me back.
- Rep disconnects me while on hold doing my credit check at 8:15pm. Been on the call 9 minutes.
bowden23Linden
Contributor
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3 Messages
12 years ago
- I wait 2 minutes & no call-back despite having my phone number, SSN, driver's lic num & dob.
- I re-call the # from error message 659 & the rep who answers still can’t help me with sales even tho I hit the extension for sales. I have to tell her 3X that I am trying to open a personal account unrelated to my biz account & relate the story 3X that the 1st rep disconnected me while running my credit check. Rep proceeds to tell me that the personal department closed at 8pm. I become alarmed - If the personal sales department was closed at 8 - who the hell picked up the phone at 8:09 & ran my credit check at 8:15?
I have to ask twice for a supervisor. Rep puts me on hold for a supervisor at 8:25 - I have now been on the call 19 minutes.
- I am on hold until 8:31 when "supervisor Veryl" ignores my issue. When I ask her name she 1st forces me to “verify my account" - ridiculous since the whole point of my original call was that I wanted to open a an account! She tries to convince me I have to give her my EMEA number on my business phone, even though its unrelated. I refuse & she relents. I re-explain that I was speaking with somebody in the personal department, who picked up the phone at 8:09 & ran my credit at 8:15, even though it closed at 8pm. At 8:38 I realize Veryl has dropped from the line & put me on hold without notice. I am expecting an AT&T employee to steal my identity at any minute here so I leave the call running thinking maybe she put me on hold to see if she can get rid of me. I wait 13 minutes from 8:37 until 8:50pm. I decide to speak into my phone that “I was recording this call & very much looking forward to sending a copy of it to Randall Stephenson the CEO of AT&T.” Miraculously Veryl pops back on the line saying "can you hear me now?". Such an embarrassing lie - does she not realize customers hear the “on hold” beep?
- Veryl decides to suddenly become helpful. Calls the credit check department to see if my credit was run or not. (Claims she told me she could do this all along - which is untrue - she told me she would TRANSFER me which I declined, fearing I’d be disconnected again based upon her bad behavior so far.) I opt to have her to call for me. She proceeds to puts me on hold. One minute later she comes back & asks if I can be on hold for 2 to 3 more minutes. I say no. If I have to wait, she can too - then she claims she can't call the credit department unless I agree to be on hold. I ask "didn't you call the credit department when I was on hold just a second ago?" She says no. I'm weakening. I don't make her explain her actions. I just say yes go ahead & put me on hold. Its 8:55pm & I'm exhausted.
- 8:56 Veryl gets back on the line & takes my order YET AGAIN, asking if I want the phone linked to the business account. I AGAIN say no. Then she says she needs to put me on hold again to "check the other line" (Is the credit department on hold? Its 8:57pm!)
- She comes back on at 8:59 to ask for the phone number of my personal account!!! At this point I believe AT&T hires mentally challenged people for a tax break or something. I tell her for maybe the 5th time I don't have a personal account & the whole purpose of my original call was to open one! I force her to look up my business phone number just for the exercise & she puts me on hold again. Veryl comes back at 9:01 to tell me the department is closed, as though the credit check department being closed has anything whatsoever to do with my problem of an AT&T employee stealing my personal information. I am really beginning to wonder if Veryl has some kind of mental handicap, or if she is mandated by AT&T to distract customers when they know they have perssonally screwed up. I remind her I am recording the call & sending it to the CEO & she launches into a litany of painfully weak excuses. I am posting this so that I can trace ANY suspicious activity on any of my accounts to AT&T.
- Verizon, I'm calling you after a good night's sleep. And if you don't work out, Sprint, you're next.
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techmod
Former Employee
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576 Messages
12 years ago
Hi bowden23Linden,
Thank you for giving us the opportunity today to assist you with starting a new account. Please let us know if there is anything else that we may assist you with.
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bowden23Linden
Contributor
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3 Messages
12 years ago
Amazingly, the following day I received a call from "David" - an AT&T - to apologize for the heinous experience I had, even offering to give me one month of free service on my order if I stay with AT&T. I have to admit that the gesture and the offer changed my opinion of AT&T considerably (despite the fact that every experience I've had with them was very similar to the one I posted on 11/9.) Maybe they are learning what customer experience really means. That is good. I accepted AT&T's offer... however it can't come to fruition until my iPhones come in, are gifted for christmas, and are activated. Then we shall see if they were serious or just stringing me along to keep me as a customer. I sincerely hope not.
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