I hibernated my account back in March. I was in the process of canceling the account when I was advised that I had 4000 rollover minutes and that the new iphone would be out sometime in the summer. My phone number at the time was 850.910.3949. I was placed on a suspended reduced rate plane... I never used the phone btw.
On Thursday, July 10th I phoned in to ATT to reactivate my account so that I could pick up the new iphone. I was then told that I had fees on my account and I owed 162 dollars. I advised the care rep that it was a mistake—after about 30 minutes she stated that I was correct and comp the charges.
I was then told that since I was moving back to Vegas and wanted a vegas number I would have to contact relocation. I did and long story short it finally happened on Sunday. I later found out after trying to pick up the iphone i had a new contact and my upgrade date was pushed to 2009.
I made several calls in to ATT and finally was able to get the contract updated but their system would not allow me to upgrade because it saw my contract as *new*. A case was opened and I was given a resolution date of July 22nd.
I phoned back into ATT tonight to check on the status and was told that no updates. I decided to cancel because of the hassle and advised the rep that on march my account was notated with instructions to waive the etf because of past issues.
I spoke with Erin Kouril a retention rep who was little help. I asked him to read the history on my account for both numbers&i really don't think he cared at all about looking into my issue.
I asked to speak to his supervisor and he placed me on hold for about 10 mins and came back and asked me for my past number. He finally agreed that yes. My account was not new and it was moved over incorrectly.
After 56 minutes I was totally flustered and about to let go out of anger. His supervisor Bryan Karl never spoke with me.
All i wanted was to be heard and my account looked into. I told the rep to cancel the account at the end of the month and that I would rather deal with anyone other than ATT for phone service. I was a good customer who paid his bill on time with no issues each month and this is how att treats it's customers.
Shame.
BTW. I just got off the phone with att and had to write this. Sorry for the typos but my blood is boiling.
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