This started with my son needing a new phone. He's at the ATT store and was told he needed to provide an access code. I tried to login to my account with no success. I spoke to a customer service person who got me logged on to my account page but then I had to listen to a Uverse pitch. I tried Uverse once but it too was a disaster. All I need right now is to get my son a phone. In the course of setting up some kind of new user ID, ATT had changed it last year without telling me. Now, in setting up this new ID I needed a temp pin, once I got this pin, I then needed to input a new user ID, a new password and two new security questions, the questions being so nebulous and general that they could have several answers.
With the pin not working, I was transferred to another agent, whose accent was so bad that I could not understand most of what she said. I finally got so frustrated with not being able to communicate with this person nor get them to understand the problem, I asked for another manager. The next person came on I could understand but said they had to get yet another person to input the pin for me so my son can replace his phone. I spent almost two hours on this, which costs me money as I am a one person company. ATT, you need to 1. make your login and verification process much simpler. Its as if no one has ever had more than one line on his/her account before. 2. Customer service people need to speak English without a strong accent and be able to speak it clearly. 3. Customer service people need to know where to refer people.