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Fustrating online chat with AT&T customer service

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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:
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?

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