Friday, 13 March 2009 05:00

My switch from ATT Personal to ATT Business (Wireless)

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I've been an AT&T Mobile customer since 1998. In December 2008, I decided to switch from their 'personal' line of accounts into a 'business' account. This was due to better pricing and service/support for business accounts, and since my cell number is also my work & home lines, it made sense. At the time.

Since then, I have had 2 negative experiences with ATT's business "premiere" support team.  First, they charged me twice for the month of December.  No big deal, only an hour later with a few of their billing support people and they credited my account.  Nice.

Then, I realized that they kept sending me bills in the mail.  I had paperless billing, and autopay, set up before I switched over to their business plans.  Now that I am under a new billing account number, I had to enter my credit card information again, no big deal.  Then, when I logged into my account and tried to enable "paperless billing," the control panel choked on my request by saying "A General Error has occurred, please contact customer care."  So I did, about 4 times.  During these 4 calls, I spent several more hours on the phone with their tech support people, all of which promised that they could fix the issue, and nobody delivered.  I have 2 "ticket numbers" in their system about this.

Last Friday, I ended up giving their tech support crew MY LOGIN AND PASSWORD so that they could log into my account and read the error message themselves.  It's like they didn't believe me.  They entered ANOTHER support ticket, and promised that their IT department would have the issue resolved in 72 hours.  Now that it's been a week, I figured I'd write this general letter to AT&T to let you know that I am not going to call back again about this.  You can feel free to keep mailing me paper bills, at your expense, I just don't care any more.

It shouldn't be this difficult to help the environment.

Read 10422 times Last modified on Friday, 19 March 2010 00:11

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