Oct 14, 2011

An Open Letter to AT&T Wireless

Dear AT&T Wireless,

I used to brag about your customer support and how great you guys were when I had an issue with paying my monthly bill; that just changed.  When you shut my service off today because I was one day late I went to the store with the money that I had saved up for the bill and paid it...All $340 of it. (Which NO one can explain to me why my bill is that high for 3 lines and two smart phones.  They all keep telling me that they will "get back to me" with ways to lower my bill -- NEVER HAPPENED.)  I was told by the retail store in Jersey City, NJ that my service would be back on in 5 minutes... I waited...

It takes me 15 minutes to get home and my service still wasn't on.  I walked to my grandmother's house to use her phone to find out what the hell was going on and why my service still wasn't on... "Oh, it shows your services are active." I was told... I had to fight with the agent to tell them my services were in fact NOT active because I couldn't use my phone.  I was put on hold for an absurd amount of time before she told me that she had to manually start the initializing of my services being restored... She told me within an hour they would work.

I gave you guys two hours, actually...

Still nothing.  I walked to my grandmother's (once again) to use her phone and I got a little more angry with your agents this time.  Two hours had passed and no services were restored.  I was told, once again, that my services were all connected.  I had to argue (for the second time) that my services were not restored.  I was put on another long absurd hold only for them to tell me it was still initializing.  Seriously?  Two hours and 15 minutes?  She told me that unfortunately there were so many new iPhone activations that they were all lagged for now and some were put on hiatus.  I'm a long time AT&T wireless and iPhone customer but unfortunately I guess that doesn't matter with AT&T.  I was told that some of these people waited hours for a new iPhone and they have to activate those first.  Is this how you care about your long time customers? She told me there was no guarantee when the service would be active again and I think that's complete bullshit.  I want my phone working the way it should be.  You're so quick to take my money every month and I have to wait hours and hours to use my own service?  Complete and utter bullshit.

Thankfully, I'm not the only one complaining about this.  I searched on Twitter to find many other customers who were one day late dealing with disconnection and activation lags as well.  I'm really ready to throw in the towel with AT&T and go to Verizon Wireless or Sprint.  Maybe there I wouldn't have to deal with the type of customer service and attitudes that I received today from the AT&T Wireless Customer care.
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