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AT&T Wireless Complaint - Go Phone Customer Service - Can It Be Worse?? - AT&T Go Phone (Prepaid)
AT&T Go Phone (Prepaid) - Complaint
I got an Go phone for my family that came to visit in 2008. I wanted to reactivate the phone again in 09. I called the customer service center, told the lady what happened, gave her my information. She told me that I need to add money to the account in order to reactivate. So I did. But I still couldn't make or receive calls.
After doing research online, I realized that once the account has no activity for 90 days, the account is invalid, period. So I called to get a refund. I was transferred and passed on by 6 different people to various departments. I was literately on the phone for over 5 hours in total. Because GO Phone customer service center closes 9pm, I had to call everyday after work for 3 days. I talked to Technology, Payment center, Customer service "Supervisors". Nobody could resolve my issue. They all have their own explanation.
Fortunately, I was put on hold and accidentally got transferred to the regular AT&T wireless customer service (not Gophone's). This customer service guy is much more diligent and understands what he is doing. He stayed on the line, talked to people in Go Phone and got my issue resolved.
It turned out that the phone number was recycled and is now under a new account. My money went a stranger's account!
I believe that it is unfair to judge a company's customer service by one phone call. But after talking to 6,7 people, I simply cannot trust Go Phone. It is Very Very chaotic. AT&T should really give extensive training to their reps.
Conclusion - AT&T put the WORST customer service people in GOPHONE department. Even the "supervisors" are morons (one supervisor put me on hold for 40 minutes and didn't do anything; the other hang up on me). Do not use GOPHONE if you expect to call their customer service.
After doing research online, I realized that once the account has no activity for 90 days, the account is invalid, period. So I called to get a refund. I was transferred and passed on by 6 different people to various departments. I was literately on the phone for over 5 hours in total. Because GO Phone customer service center closes 9pm, I had to call everyday after work for 3 days. I talked to Technology, Payment center, Customer service "Supervisors". Nobody could resolve my issue. They all have their own explanation.
Fortunately, I was put on hold and accidentally got transferred to the regular AT&T wireless customer service (not Gophone's). This customer service guy is much more diligent and understands what he is doing. He stayed on the line, talked to people in Go Phone and got my issue resolved.
It turned out that the phone number was recycled and is now under a new account. My money went a stranger's account!
I believe that it is unfair to judge a company's customer service by one phone call. But after talking to 6,7 people, I simply cannot trust Go Phone. It is Very Very chaotic. AT&T should really give extensive training to their reps.
Conclusion - AT&T put the WORST customer service people in GOPHONE department. Even the "supervisors" are morons (one supervisor put me on hold for 40 minutes and didn't do anything; the other hang up on me). Do not use GOPHONE if you expect to call their customer service.
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