my mom came to me and shes like Forrest I cannot afford this ATT bill, find me another carrier, I asked her to give me a chance, i talked to ATT. The following is an unedited conversation with the ATT chat. I am very amazed at the service I have receive.
Luisa you are amazing and I believe you will go a long way, you are very professional and quick
| AT&T: Hello! How may we help you today? |
| Forrest: we need to fix an error thats on the account |
| Luisa: Hello! Good afternoon, Forrest! 🙂 |
| Luisa: Absolutely! May I know which is the error on your account? |
| Forrest: there should be only 1 plan with all the devices, but apparently the ATT store mae a seperate plan for the new phone |
| Forrest: so there is now 2 mobile plans |
| Luisa: Oh, I totally understand your concern. Do not worry please, I will go ahead and fix it now! |
| Luisa: 😀 |
| Forrest: thank you |
| Luisa: Please allow me a couple of minutes while I get it fixed. |
| Luisa: My pleasure! |
| Forrest: the 3528 should be on the same plan as the other 4 devices not on its own |
| Luisa: Got it! 😀 |
| Luisa: I am now working on it. |
| Luisa: All under same 10GB Data plan! |
| Forrest: yes |
| Forrest: but its supposed to be a 15 GB plan |
| Forrest: the associate told my mom and said we can put you on a 15 GB plan same price, but she didnt realize the associateaded a new 15 GB p;an |
| Forrest: plan |
| Luisa: Do not worry, I can definitely make the change as well! |
| Luisa: Yes, that is right. |
| Luisa: S: |
| Luisa: 😀 |
| Luisa: * |
| Forrest: it was supposed to be an upgrade to the existing plan and the 3528 was an added phone on the existimg plan |
| Luisa: Perfect. Forrest now the line is on the same shared plan! 😀 |
| Luisa: Now I will go ahead and change it to the 15GB plan! |
| Forrest: awesome |
| Forrest: and whatever about this mistake the bill is so high cause of the phone being on its own plan for a couple months |
| Forrest: what about ^ |
| Luisa: ;D |
| Luisa: Oh, let me please check it out as well. May I know how many months it was? |
| Forrest: it was like 2 months |
| Forrest: and the rep also gave her some tablet and she was unaware it was going to charge her 10 bucks a month for it |
| Forrest: that 8807 |
| Luisa: Oh, okay, I understand, Forrest. Yes, but please keep in mind that the monthly payment of $10.00 is in order to have Data service on it. |
| Forrest: but its suspended |
| Forrest: my mom never intended to have it online with a cell service |
| Forrest: the associate never mentione it required cellular service |
| Forrest: i have wifi and its a tablet |
| Forrest: it was something the associate plugged to her as something great for the little one, |
| Forrest: its an android tablet, but the rep faile to mention that it woul charge a monthly fee to use |
| Forrest: i have wifi and there is no reason to have any tablet use cellular service |
| Forrest: we have ipads and everything |
| Forrest: it was offered to her free when she bought a cell phone for my brother |
| Forrest: thats the only reason she agreed to it |
| Luisa: Oh, okay, I understand, Forrest. Indeed, the tablet itself it’s free, it is given under a two year contract after this period of time you can take it off from your account. |
| Luisa: Oh! Forrest, this misinformation cases are totally unacceptable in our company. Certainly, the rep at the store should have provided with all the information about the tablet. |
| Forrest: yea thats why shes having me contact you |
| Forrest: shes pretty upset about the cost of the bill she cant afford that |
| Forrest: i managed to cancel that subscription thing on the 3528 ATT navigator somehow started a subscription charge |
| Forrest: i appreciate you fixing this up for me, we have been loyal customers a long time |
| Forrest: she just got a message today saying the subscription was renwed for this ATT navigator thing |
| Forrest: none of us even drive |
| Luisa: Indeed! You are valued customers and you can be totally sure we will honor that always. First of all, I will finish with your plan change to the 15GB and then we will took care of about this subscription. Do not worry! I will go ahead and canceled once and for all and provide you with the refund. |
| Forrest: and what about the mistake of the 3528 and the 2 months worth of the over charge cause of the mistake of the rep |
| Luisa: Indeed! This as well will be fixed. Do not worry, please. |
| Forrest: she was unaware of being charged for a seperate plan on the 3528 |
| Luisa: I totally understand. I am very glad you noticed this so we can get it fixed |
| Forrest: thank you |
| Luisa: You are so welcome! |
| Luisa: Forrest, I will make the 15GB plan effective on 01/16 when your new billing cycle start. Would that be okay with you? |
| Forrest: thats fine |
| Luisa: Perfect! |
| Forrest: my mom just wants this to be adjusted and fixed |
| Luisa: I totally understand. Do not worry, Forrest. I will make sure all is fixed on your account by the end of this chat. |
| Luisa: 😀 |
| Luisa: I commit myself to do it! |
| Forrest: my mom would not min just having the credit applied to the bill |
| Luisa: Oh! Certainly! Not only the credit, Forrest but all fixed on your account. Thats is why I am now working on it. |
| Forrest: awesome |
| Forrest: yep you have adjusted the bill |
| Luisa: ;D |
| Luisa: Alright, Forrest! I have just fixed the problem with the line as well as the plan change. |
| Luisa: I just sent you a message confirmation to line 509-554-8242 |
| Forrest: i see it |
| Luisa: Awesome! |
| Luisa: Thank you! |
| Luisa: I would you to verify it on your end as well. Please log off and then back in to your online account so you can see it fixed. 🙂 |
| Forrest: its confirming its been changed |
| Luisa: Thanks for verifying. |
| Forrest: yep logged in an see its changed |
| Luisa: YAY! |
| Luisa: Please check that the line is also on the same plan as the others. |
| Forrest: now about the over charging and such? |
| Luisa: May I know if you see that as well? |
| Forrest: yep 3528 is on the main plan now |
| Luisa: Correct. I am now taking a look at your bill as well as your past bill to verify since when this is happening. |
| Luisa: Excellent! |
| Luisa: Thanks for verifying again 🙂 |
| Luisa: Forrest, thanks for your patience and time. |
| Forrest: yep I thank you for assisting me in this |
| Forrest: my mom was ready to move to another cell service |
| Forrest: i said no let me talk to ATT first |
| Luisa: We will go ahead and provide your with the $200.00 credit for the extra plan that was added extra on the line 3528. On behalf of the previous agent please take our most sincere apologizes. As a valued customer, we do really care about this kind of issues and will take care of this right away as well. |
| Forrest: ok and the subscription? |
| Luisa: Oh! That was certainly a very good idea, Forrest! Thanks a lot for that and give us the opportunity to get it fixed for you. |
| Forrest: is it verified canceled and can you refund it too? |
| Luisa: Certainly! Once I finish with the credit, I will go ahead and take care of the subscription as well. |
| Forrest: i love ATT ive used this company since cingular, i still have cell phones with cingular logo using my same number since 2006 |
| Luisa: Wow! Amazing! That’s certainly amazing, Forrest. Thanks for being such a loyal customer ♥ |
| Forrest: im glad you prove to me once again why I stay with ATT |
| Luisa: Aw! Thanks, Forrest! It is certainly really nice to hear your words. We are absolutely amazed. |
| Luisa: You credit has been applied, by the way. Please go to the Overview page of your online account and verify for me it is there now |
| Forrest: where do i see credit? |
| Luisa: If you are not able to see it yet, do not worry. Please try logging off and then back on again for me and you will see it right away 🙂 |
| Luisa: It is appearing now on green big letter on top pag |
| Luisa: page* |
| Forrest: yep I see it |
| Luisa: Great! YAY! |
| Luisa: Thanks. 🙂 |
| Luisa: Forrest, I was checking also the subscription. |
| Forrest: 188.47, so now one more question |
| Forrest: how much does that make the monthly bill |
| Luisa: There is nothing to be worried about. The subscription is now inactive and the refund has been applied as well for the $10.85 charge. |
| Luisa: It won’t be appearing anymore on your bill. You can be totally sure about that. |
| Luisa: Would you like a text confirmation? |
| Forrest: yes I would |
| Forrest: im actually printing the chat as well |
| Forrest: you have been amazing |
| Luisa: Awesome! You can also send it to your email 🙂 |
| Luisa: Oh, thank you Forrest. I do really appreciate your kind words. They mean a lot to me, truly. |
| Luisa: Let me please check how much is in total your monthly bill now that it has been fixed 🙂 |
| Forrest: thank you |
| Luisa: My pleasure! |
| Luisa: Thank you for waiting. |
| Forrest: my pleasure |
| Luisa: Forrest, the estimated for your monthly bill is of $271.05/mo before taxes! 😀 |
| Forrest: is that normal? |
| Luisa: Yes, that is correct. |
| Forrest: can you block do not purchase on all numbers except 8242 an 3156 |
| Luisa: It is including your monthly price plan, the monthly payments for the lines in your account, Insurance package, ad well as the two monthly installments for lines ending in 3156 and 8448 |
| Luisa: Absolutely! |
| Forrest: or is that something I can do? |
| Luisa: You mean to add a purchase blocker on all lines except on those 2? |
| Forrest: only phones allowed to charge to the account should be 3156 and 8242 and 3156 is the primary owner number |
| Forrest: yes |
| Luisa: Oh, okay! |
| Luisa: Sure thing, Forrest! |
| Luisa: I see there is purchase blocker already on line 3528 |
| Luisa: The other two lines in the account are suspended. |
| Luisa: Would you line me to check those as well? |
| Forrest: yes i put that on this morning |
| Luisa: Oh, okay, great! |
| Luisa: Done, Forrest! Since the other two lines are suspended there is nothing to be worries about. You have add it the purchase blocker already on the line. 🙂 |
| Forrest: I am very happy for the service you have provided today |
| Luisa: Thank you again, Forrest! You’re amazing! You’ll make me blushing with all those beautiful words. |
| Luisa: Is there anything else I can help you with? |
| Forrest: you have been amazing and thank you for the help. I cannot think of anything else that needs fixed |
| Luisa: Thanks again! |
| Luisa: It has been really nice chatting with you today, I am really glad I was able to get all fixed on your account. Now, you and your mom do not have to worry about these things affecting your experience with us. |
| Luisa: Have a wonderful weekend! |
| Luisa: Happy New Year for you and yours ♥ |
| Forrest: you too and thanks again |
| Luisa: You are so welcome! |
| Luisa: ;D |
| Luisa: Feel free to close this chat window whenever you are ready. |