Since I could not figure out how to message an AT&T CM person directly, I am going to put my complaint and Atta-Boy here. I have had an AT&T wireless account since either '89 or '90. During that time I have had added phones and deleted phones on the account. My daughter was on the account for years and then her number was transferred to her work account (still with AT&T). She is moving on and called yesterday to make sure she could work on our account. My wife called AT&T CS and added her as an "everything" authorization on our account. She called today to ask me to call AT&T Customer Service and authorize her number being put back on my account because eviedently being an "everything" authorized person on my account does not amount to anything.. At the time she was in the AT&T store at 5976 W Parker Rd, Suite 304, Plano, Texas75093 trying to get this done. I got on with AT&T CS @ 611 and tried to tell the rep what I wanted to do.... have a note put on the account saying I authorized my daughter's number to be put back on my account. The nightmare then began... This had to be verified, my credit had to be run, etc, etc......I had them call the store to see if the store could tell them just to put a note on the account. CS just pounded away on his list. Every time your credit is run it gets dinged. I did not want my credit run. I HAVE BEEN WITH AT&T CONTINUOUSLY FOR OVER 25 YEARS AND MY CURRENT BILL IS OVER $300.00 PER MONTH. That should be good enough of a reference. The store gave up talking with CS and the store rep went to his store manager for help. The store figured out how to help us. 611 CS was like beating my head against the wall, plus I could not understand them very well.
I would think that a long standing customer would be able to get things done simply and efficiently. 611 CS does not do that.
The ATTA-BOY(S) go out to Alex *** and Keith *** at the AT&T store in Plano. After I gave up and hung up with AT&T 611 CS after 36 frustrating minutes, a quick 2 minute phone call had my problem solved and my daughter's number transferred. These two guys are what customer service is suppose to be like.
AT&T...........your 611 CS support is horrible. It should not take an act of Congress to help your long standing customers. I am setting all my phones up so their contracts expire close together so that I can explore all my options in the future.
Best Regards,
Exasperated Customer
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