I have reached out to EVERY AT&T person I can find. Last night on Facebook it was a joke. A pure joke. I will post the screen grabs but here’s the deal. Someone else posted on my thread. They were talking about about it took them several hours and several calls to be able to cancel. This I can understand because you say “cancel” and they transfer you to a department who’s job it is to save your business. Back in the day we called it “Saves” I’m sure by now they have given it some fancy name like “The department of client retention” or some such nonsense. It’s where all really angry customers go when they want to “Ditch the T”. But I digress. So you have two angry people on one thread. One is a customer who just cancelled and one is a current customer. You can’t do anything to save the customer who cancelled. So that’s the one you help first right? The one who didn’t start the thread, the one that was wish the upset customer luck, right? I’m that makes sense right? That’s what the reps at AT&T did. They totally ignored my complained and zeroed in on the other person. They were falling all over themselves to help her.
Only when I mentioned how they mattered because they cancelled and were lost money and I didn’t matter because I was still money in the bank monthly did they even acknowledge that I was on the thread and offer to help me. And then when I did message them the issue and the ticket number I was informed that it could take 96 business hours before it could be resolved. Yes, your read that right NINETY SIX BUSINESS HOURS. That’s OVER two weeks. To fix an email issue.
And the real kicker? I FINALLY got a decent tech on the phone today. Not one of these young kids who has no clue how to dig into a problem but a REAL tech. He looked at ALL of our account, and realized that we have been paying for BROKEN service. He ran line tests, looked at historical data and scheduled a tech. But while working with him. Do you know what we found out? That someone at AT&T suspended the missing email address and never bothered letting anyone know. And even though the email address is back on our account, I don’t have access to it on att.net because it’s still suspended.
Oh dear, I forgot the screen grabs! LOL