AT&T Fail
I am typing this message while holding with AT&T. I am about two hours into this call, and I’m getting more and more frustrated as time goes by. I have one simple need: to set up an online account to view data usage on our one church-owned cell phone.
We had about $80 of data charges on this line last month, and since our wireless bill is combined with our wired bill, we don’t have data details. That doesn’t bother me as long as I can see why I’m charged. Are the charges legit?
So, for the last three weeks, I have called in to AT&T to try to set up a “Premiere Account” in order to be able to manage the wireless account. Each time I call, I am transferred to no less than four different departments, each with a different story on why I’m having difficulties. Each one of them do something to my account that is supposed to make it work, but I always end up with the same dead-end.
I get to a point where I am transferred from the “Key Contacts” department to the “Premiere Customer Support” department who consistently tell me that my account needs “Sales Review” because I am on an older contract that is not eligible for Premiere Access.
In order to fix this problem, I am supposed to send an e-mail to my AT&T “account contact.” I have sent three e-mails to this individual, and none have been answered. I have had AT&T representatives send e-mails to this individual, and he hasn’t responded.
I’m back at a departement now that is supposed to be his “supervisor” and they are asking the same questions all over again. They want my account number, but we don’t have access to this since it doesn’t print on our combined bill. It’s not the same one we used to have when we had two bills… no, they changed that. They never told me what the new account number was, and they’re always upset that I don’t have it, but once I finally get through the explanation that we don’t have it and provide some alternate verification, they won’t tell me the account number.
So, the next thing they look for is the IMEI or SIM number. Well, if I were smart I would just write these things down somewhere, but apparantly I’m not smart. So the IMEI and SIM numbers are printed underneath the battery of the phone that roams around with one of our facilities staff. Does he really want me to put him on hold, locate the facilities staffer, dismantle their phone, write down the number and rejoin the call?
I’m not exactly sure how all of this is blogworthy, but I’m just tired. I wish AT&T folks would read Seth’s blog.
I feel your pain.
The new billing format is perfect for companies who just “pay and file away” and never look at charges.
Seems odd you can’t just take your bill, set up an online account and view your usage. Surprising? no. Odd? Yes.
Maybe they are trying to get you to upgrade to the unlimited data plan.