Longtime AT&T customer, tired of having no access online to my wireless bill due to being a combined billing customer. AT&T even sent me an email suggesting "You can manage all your AT&T accounts using a single login. This includes other numbers on the account listed above, as well as other accounts with AT&T, such as Wireless or U-verse®. Just take a few moments to add them to your AT&T Access ID. "
Boy, was that untrue. A few moments my eye, 2 hours plus and now completely locked out with no resolution in sight.
The CS Representative created the new Access ID and combined the two accounts access, now I'm completely locked out of both accounts and can no longer access wireless, home or internet online. The Access ID and password are accepted but the security passcode, inherited from the old wireless account is not accepted, returning "The passcode should be the same code you use to access account information when you call 611. Forgotten your Wireless Passcode? Reset your Wireless Passcode, or visit an AT&T store.
(L153) "
The code, however, is correct, as verified by three separate phone representatives and by using the phone app.
I spoke to a very rude and unprofessional person who claimed to be a supervisor, she demanded that I must give her my password or they would not fix the access. This I refused to do. I could change the password to one that I could share but can't since I'm locked out. Finally, after a lot of ridiculous time spent where the blame seems to be on the customer rather than addressing the problem she finally was willing to take the security passcode, incredibly claiming it was the same thing. These items and terms are AT&T's invention, not mine.
In any case, no solution or as far as I can tell any real effort to address the issue, she only opened a case after I demanded she escalate and told her I was opening a formal complaint with my state regulator since AT&T has decided to deny me access to this critical component of the service I'm paying for.
Disgusted with AT&T for still not having a working website after 15 years now and for the supposed CS Supervisor who doesn't want to fix the issue but merely try to make it the customer's problem for reasons she never articulated.