re: Has something gone wrong at AT&T - like company wide?

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It’s upper management and union company shite deals that’s your real problem. You’re just not in the weeds to see it.

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I would say you have a good point with this, and I have (in the far too distant past, unfortunately) dealt with a few good AT&T employees. However, I've had the same, recurring problems with every single service or product and every single individual from that company I have had the unfortunate hassle of dealing with. That's been the case for a decade or more now.

Hell, I once had a sales rep who was dealing with me about a phone. I had AT&T wireless service in my name and the tv/internet was in the name of the girl I was living with at the time. Two different accounts in two different names. The brain trust I was dealing with in regards to the cell phone somehow managed to completely change our internet and tv package. I didn't know it until I got my next bill and it was $100+ more. I called and they credited the account and supposedly fixed the problem. The next month's bill was the same, $100+ higher than usual.

I called and talked to 4 people who could barely speak English before I got to a guy out of Kansas who could actually do something. He told me that he had no idea how the girl did what she did. He said even if he wanted to do it, he had no idea how to go about it.

Two hours later, including 30+ minutes with him and having to convince him that I didn't want DirecTV and wanted to keep Uverse TV he got my bill under what I was paying originally with another year of the promo rate.

All of that should have never happened. Hell, it was deemed nearly impossible by the guy who fixed it.

It is that level of incompetence, coupled with what seems like company-wide indifference to the customer that is paying increasingly more every year to be fricked over, that makes me hate every single thing about that useless company.

And believe me, if I had another option for internet where I am, I'd leave AT&T in a heartbeat.