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Problems with Premier Customer Service Automated System
The automated system is redirecting to the wrong extensions internally and routing customer calls to dead ends, which is likely part of the cause of the "unusually high call volume" as customers have to call back multiple times and try other options they do NOT need in order to actually speak to someone that can help them. Details below.
When trying to call in to cancel one of our lines, I called 866.499.8008 found on https://www.wireless.att.com/business/contacts/ . When calling and going through the automated system saying I needed to cancel a line on my business account, after it places me on hold to speak to the next available rep I go into the hold que with music. About 2 minutes in, I get the following voice error:
"@B2BVM at extension 4600001 is not available is not answering. The mailbox is full and cannot accept messages. To disconnect, press 1. To enter another extension, press 2. To speak with someone, press 3."
Pressing 3 loops back to the same message, preventing the customer from doing anything except trying random extensions, which eventually loops you back to the same menu, or hanging up.
ATTBusinessForums
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26.2K Messages
4 years ago
Hello @thekmaxwell,
We're sorry to read of the issues that you are having when trying to connect with us. Please email us at [email scrubbed] with "Case #7292778" in the subject line and provide the details below.
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Thank you,
Melissa
Social Media Manager
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ATTBusinessForums
Administrator
•
26.2K Messages
4 years ago
Hello @thekmaxwell,
We have not received your email. Please email us at [email scrubbed] with "Case #7292778" in the subject line and provide the details below.
Your full name:
Contact number:
Email:
Account name:
Account details:
What you need assistance with:
Thank you,
Melissa
Social Media Manager
(edited)
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