I started getting my cell phone plan and car wireless line through AT&T last year. At first, despite their incredibly slow service, I was happy with the change.
I decided last month that it was time to switch to Visible, great service options for $60 less a month than AT&T! When I came into the store to cancel my AT&T service plans, I explained that I had issues with T-Mobile when I switched to AT&T the previous year. T-Mobile deleted my account, then proceeded to charge me for months for services I did not have access to. I had to fight to get them to stop harassing me to pay them for services I was NOT using.
The employees at this AT&T location were shocked by this and told me I had nothing to worry about. They gave me my number transfer code, and an employee named Zeth (who was doing a great job at expediting the transfer process for me) assured me that ALL of my service lines were closed, and that I would not be charged for any services except for my last phone plan bill. I explicitly verified with Zeth that ALL of my lines were closed, and he said YES. I asked him TWICE to verify this information, I had been robbed by T-Mobile and did not want history to repeat itself.
Today I found out that Zeth was incorrect, they left my car line open against my wishes and continued to charge me for services that I was not using. Same kind of crap T-Mobile had pulled. I drove straight to the store and, with urgency, immediately asked for the manager. I was not in the mood to wait the normal ~1 hr wait time for assistance (the unacceptable wait times are a separate issue). The manager then in a derogatory tone demanded that I calm down. I will admit that I was frustrated and demanding. I stand by that attitude: I was being fraudulently charged for services that I was ASSURED were cancelled. I asked the manager to watch his tone... the remainder of the interaction was the worst customer service I have ever received. The manager was condescending, intentionally unhelpful (I had to ask him to write down the costumer service number for me, and he sighed like I was putting him out), and incredibly incompetent.
I cannot stress how little respect I have for people who do not care about what they do. Not once during my explanation of the situation did the manager apologize for his employees' miscommunication, and not once did he offer to do anything to help me. When I commented that there must be something he could do to help me, he replied, "Do I come to your work and tell you how to do your job?!". Needless to say, I cursed him out for his lack of accountability and left. I will be filing an official grievance with AT&T during the phone call I have scheduled to cancel the remaining line and be reimbursed for the fraudulent charges.
Just an FYI for the manager - you work a costumer service job! If you are not equipped to handle an upset costumer with respect and courtesy, then you should not be in your position. I don't care how pissed the costumer is, your job is to do everything you can to help them. The first words out of your mouth in a situation like this should be "I'm sorry". You want someone to "calm down", then apologize and tell them you will do everything in your power to help them fix their problem. Your patronizing approach was insulting and degrading. I am appalled by AT&T's standards for their manager's behavior.
For people considering doing business with this AT&T location - DON'T. I would recommend the location on Penn State campus, where you are more likely to find competent management who care about their job and costumer base. read more