Skip to main content
  1. Arts & Entertainment
  2. Books

Fustrating online chat with AT&T customer service

See also

The AT&T bill came in this week. The charges, that were supposed to be taken off were back on again. This time instead of calling customer service at 877-999-1083, fingers and toes crossed-good luck charms set out, a white candle was lit, then came the meditation. All this was done before connecting online and chatting with customer service. Which was accomplished by clicking the online chat-computer-generated button. Here we go...

We don't care. We don't have to. We're the phone company.
~Lily Tomlin -BrainyQuotes

Thank you for choosing AT&T. A representative will be with you shortly.

You are now chatting with Dennis.
Dennis: It is my goal to provide you with excellent customer service and that at the end of this chat you will be Very Satisfied. How may I assist you today?
Michael Baugh: I keep getting installment charges on my bill when these charges were supposed removed do to the unbelievable screw up that occurred by you guys
Dennis: I apologize for the inconvenience you have experienced.
Dennis: I can help you with that!
Dennis: Please allow me a moment, while I access your account.
Dennis: On the current Bill I see that there are activation and installation charges.
Dennis: I will go ahead and take the charges from the current Bill for you.
Dennis: Does that sound good?
Michael Baugh: No! all the installation charges were supposed to disappear -they have not-we still keep getting charged even though we spoke to multiple people at AT&T- we had a lot of problems when this was installed - we didn't want to get rid of our LAN LINE it should all be in the notes unless someone is changing the info that we get - over the phone- we spoke to your tier 1 people who assured us that the charges were to be removed
Dennis: Please give me 2 minutes.
Michael Baugh: Ok
Dennis: I'm sorry for the delay. I'll be right with you.
Michael Baugh: ok
Dennis: Thank you for staying online.
Michael Baugh: I am checking out prices for phone and internet service with different providers if this isn't resolved I can't handle the bs/stress this has been going on from October
Dennis: if you like I can connect you with my supervisor regarding the concern.
Dennis: And will be able to help you out here.
Michael Baugh: if you can't help me then transfer me- but I have spoken to multiple supervisors who claim to have fixed it -until the bill comes
Dennis: Okay.
Please wait while I transfer the chat to Phillip.
You are now chatting with Phillip.
Phillip: Thank you for staying online.
Phillip: My name is Sagai Phillip, I am Dennis Supervsior.
Phillip: *Supervisor
Michael Baugh: can you help with this - really
Phillip: We have check the details and all the notes on the account.
Michael Baugh: and
Phillip: Information against the removal for the charges of the equipment fee and installation fee is not given on the account at all.
Michael Baugh: what the -*the word used here never showed up ;-)
Michael Baugh: If there are no notes then what happened to the first installment charge it was removed - as the all of the charges were to be removed -
Phillip: What I can see the charges were broken into three installments.
Phillip: There were charges of $199.00 for the installment and equipment.
Michael Baugh: your tech who installed this caused damage to my walls ran a cable across my dining room ceiling and then added equipment to the modem that caused it not to work we had the outside guy helping as well as tier 1-2-3
Phillip: I apologize for the inconvenience you have experienced.
Phillip: The best I can do for you I will remove the charges from the current Bill.
Phillip: Is that okay with you?
Michael Baugh: i am trying to find if i still have my notes on this
Michael Baugh: past due as well as the 66.33 ??
Michael Baugh: 66.33 & 66.34
Phillip: Not the past due.
Phillip: We can only remove one of the charges.
Michael Baugh: Joe your outside tech (224) ***-**** (number removed for privacy)
Michael Baugh: we talked to anne , Carmen
Phillip: You need to contact 1800-288-2020 regarding the additional charges.
Michael Baugh: both of these have charge for services we didn't order - or ask for- major screw up on AT& T part-
Michael Baugh: we were sent on a runaround to find answers each bill since this happened all of those charges -we were told and promised- would be canceled out
Phillip: Michael, I can understand your concern.
Phillip: And it is really inconvenient for you.
Phillip: But I am not authorized to waive the entire charges without proper details on the account.
Michael Baugh: 800 288 2020, 877 999-1083, 877 999-0788, 866 673-5963, 800 894-0374, 888 362-5909 888-256-5378 angie-
Michael Baugh: find the proper details or sent me to someone who can
Phillip: Call 877-999-1083The department is closed today
Phillip: Call them tomorrow.
Phillip: They will take care of your concern.
Michael Baugh: it is on my notes - we spoke to them every month already and multiple times in October- which charge are you waving today
Phillip: I will waive the past due amount on 66.34
Phillip: That will be removed from the account in next 10 minutes.
Michael Baugh: thank you
Phillip: You are welcome!!
Phillip: Is there anything else I can assist you with?
Michael Baugh: thank you.. AT&T's deceptive business practices aren't yours, but your company needs to know that we live in a small town and AT&T is not well liked here.
Michael Baugh: our family was part of the Bell build in Illinois
Michael Baugh: Just to let you know this will end up on a blog
Phillip: I'll be right with you.
Michael Baugh: ok
Phillip: I am sorry I have limited rights otherwise I would surely helped you better.
Phillip: Thank you for being an AT&T customer; we care about you so please don't text and drive. Please use the CLOSE button when you are ready to exit our chat session.
Phillip: Get even more help online. Find troubleshooting tips, tutorials, product updates and more — visit our online support site, our online forums or find us on Facebook. You can also view and pay your bill online or by using the myAT&T app.
Michael Baugh: Thank you
Phillip: Thank you for waiting. I'll be with you in just a moment.
Michael Baugh: I will close this chat as soon as I am done copying it all properly.

Gotta love customer service with limited authorization and a clear-cut, unwavering script.

What is the name of your phone/internet provider, and are you happy with the service?


Arts & Entertainment

  • Miley Cyrus
    Find out why Miley Cyrus was forced to cancel a Kansas City 'Bangerz' show
    Today's Buzz
  • Kim Kardashian
    Watch Kim Kardashian transform from socialite to one of Hollywood's hottest moms
    Celebrity Buzz
  • X-Men
    The final trailer for 'X-Men: Days of Future Past' is here, and it's marvelous
    Movie Buzz
  • Woman mugged
    A woman is mugged on live TV during a segment discussing the crime rate
    Pop Culture
  • Clint Lowery
    Exclusive: Clint Lowery talks about the new acoustic Sevendust album and much more
    Celebrity Q&A
  • Jermaine Jackson
    Jermaine Jackson shuts down filming of 'Celebrity Wife Swap' over hoarding accusations
    TV Buzz

Related Videos:

  • New York's Housing Works Bookstore Cafe event
    <div class="video-info" data-id="517981228" data-param-name="playList" data-provider="5min" data-url=""></div>
  • Sul Ross State University
    <div class="video-info" data-id="518101769" data-param-name="playList" data-provider="5min" data-url=""></div>
  • 'Jersey Boys' in print and on the big screen
    <div class="video-info" data-id="517885646" data-param-name="playList" data-provider="5min" data-url=""></div>

User login

Log in
Sign in with your email and password. Or reset your password.
Write for us
Interested in becoming an Examiner and sharing your experience and passion? We're always looking for quality writers. Find out more about and apply today!