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  • I have continued to deal with poor customer service with this company and today was the final straw. I almost don't trust this company and am ready to cancel my phone account because of it. Today I received a random charge of $48.51 from ATT. My bill is not due until June 11th for my phone so I quickly called. The first girl was very nice and dug deep to find the issue. She said it was money that I owed from my internet service. The problem was I HAD CANCELED MY SERVICE LAST MONTH AND ASKED IF THERE WERE ANY FEES THAT NEEDED TO BE PAID! Before I canceled my service, I asked the young lady if there was anything else that I needed to pay and I could pay it on the phone. The young lady told me no that I should not be charged and that I could keep the equipment. I asked again, was there anything else that would be coming out of my account and she said NO. I have just come back from vacation with my family and had limited funds in my account until I get paid on Friday. This charge, that I did not know was coming out of my account, has thrown my account into the negative. I asked the polite young lady that I spoke with today for a supervisor, it was no offense to her but I needed the charge taken care of. The supervisor got on the line and as I began to explain she became very defensive and then started cutting me off. I TRIED TO STAY CALM BUT SHE KEPT CUTTING ME OFF. She said that she would then transfer me to the Retention department. After being on hold for 15 minutes I was back at square one, back to customer service!! The gentleman answered the phone by saying "Hello". I wasn't sure for a second that I was even still on the line with ATT. I asked him if he could transfer me to the retention department. He said that he could help me and he would give me whatever I wanted. OF COURSE THAT IS WHAT I WANTED BUT KINDA UNPROFESSIONAL. He again, explained the issue and he listened, but then started trying to sell me stuff. I understand that there are things at the job that agents are required to do. He then told me that the Supervisor just didn't want to help me. He said that he would mail me a check for 48.51 and it should take two weeks. He said his name was Zachary. Again, I really don't trust ATT, so I will be calling back in an hour to see if Zachary really did process a check for me.
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