Customer Service Issues with AT&T Wireless Telephone

So, two years ago, I got a LG (Android) tablet from AT&T as one of their “get a free tablet when you get an iPhone, if you sign a two year agreement to pay for a line for two years.” The two years expired, and I did not use the tablet in such a way that it required a telephone line. I only used it at home, using my WiFi. And, I did not like the Android as much as I liked the iPad that I got for my hubby.

This month, the two year agreement had expired, and now I was going to have to pay $20/month for the line. I called AT&T and asked them to disconnect the line, explaining that I did not need the line. The customer service rep kept trying to overcome my objections, kept offering me a discount on the line, and would not agree to disconnect it. I persisted, saying I did not want a discount, I wanted to disconnect the line. Finally, I asked to speak to her supervisor, and, after repeating my desire to speak to her supervisor about eight times, she finally put me on hold. When she came back, instead of connecting me to a supervisor, she started to speak, non-stop, for the longest period of time. I kept saying “no, supervisor” repeatedly. When she finally paused for breath, I repeated “supervisor” and she said “hello? hello” I can’t hear you, so I’m hanging up now!” And then she hung up!

I called AT&T back, spoke to a different customer service representative, explaining how frustrated, and angry I was with the representative I had just spoken with. She agreed to disconnect the line, effective today. I asked if I could speak with her supervisor, explaining that I wanted to register a formal complaint against the previous service representative. She immediately transferred me to her supervisor, and I explained the situation, saying I wanted to register a formal complaint. He took the information, and said he would send the complaint to the appropriate department, and arrange for the previous representative to receive better training. Then I asked him for a customer service credit, and he acted like he had never heard of such a thing! I had to explain to him that companies can (and often do) give a customer service credit (on their bill, for example) as a way to “set things right” with customers when they complain about having received poor customer service. So, eventually, he agreed to give me a $25 credit on my bill.

I don’t think that I should have had to go through all of that, and I think that the supervisor should have offered me a customer satisfaction credit, and not waited for me to have to ask for it. With all of the competition out there, for cell phone service, I have to say that I’m surprised at this poor customer service experience that I had today!