Customer service. For the last week I have been trying to get a phone moved from my account to another account, mostly by phone calls. I changed to using their chat feature. Not so successful: Thank you for your patience! Your AT&T Representative will be with you shortly. Welcome! You are now chatting with Sherielyn Blend Barry DiLibero: ? Sherielyn Blend: Its a great day Barry! Ill be more than happy to assist you today. Barry DiLibero: I already sent a complete explanation of the problem and I was disconnected. A week of dealing with AT&T to get a phone off of my account and onto someone elses and it is still not resolved/ Sherielyn Blend: I do apologize for that. Can you tell me the number you are looking to remove on your account and we will have your concern process today. Barry DiLibero: I want the #484-******* removed from my account. I have been trying for a week. I was on hold for 45 minutes today. I dealt with AT&T for 30 minutes last week. My wife has at least that much time in the same project. The recipient of the phone number transfer, *************** finally gave up dealing with AT&T on Friday because they couldnt seem to get it done. Barry DiLibero: Heres the deal. Remove 484-********** from my account. Barry DiLibero: I dont care what you do with it. Barry DiLibero: I am not paying for it any longer. I will not pay any penalty for the removal as I have been trying to transfer it to another AT&T account. Barry DiLibero: In fact, the should be no $18 fee when it goes to the other account, as advised by the person I dealt with last week. Barry DiLibero: Whether you transfer the number or not is your choosing. The owner of the receiving account tried to get it done on Friday but AT&T couldnt seem to get it done. Sherielyn Blend: I see. Let me check that line then so we could resolve that concern today. Sherielyn Blend: Just bear with me please. Barry DiLibero: My person couldnt get her Supervisor to guide her and she transferred me to another department that said they had to speak with Ms *********to get the job done. Yet they couldnt seem to do it after they spoke with her. Barry DiLibero: So, get the number off of my account. Do whatever you want with it. I am telling you to transfer it. You can elect to do it or not. Your choice.I cant help you any more. Make sure that it is disconnected from my account today. I have kept an copy of this entire transcript if I need it at the Court of Common Pleas if AT&T decides to continue to bill me. Barry DiLibero: Resolve it however you want. Sherielyn Blend: Upon checking here, the line you are looking to remove is under the 2 year contract, if we will have this remove, you will be charge an early termination fee of $255. Barry DiLibero: No, I have tried to get it transferred. If you choose to terminate it, it is your choice, not mine. Transfer it is my selection. Termination is your selection. Do what you want but dont even think about charging me ANY termination fee. You pick that option, you pay the bill. Sherielyn Blend: If we will transfer that to another person, that person should accept the transfer, but looks like when the procedure was done last time, the person did not accept the transfer. Sherielyn Blend: That is why the line is still under your account. Barry DiLibero: Have there EVER been any problems with my account? No. Have I been a long time customer of AT&T? Yes. Sherielyn Blend: Transferring line should have both parties approval. Barry DiLibero: Yes, they tried. They want it. They spoke to ATT on Friday but for some reason ATT couldnt get it done and she finally hung up on the operator. Barry DiLibero: They do approve. I do, she does. YOU apparently DO NOT!! Barry DiLibero: Or are incapable. Barry DiLibero: I have spent so much time on this it is ridiculous. How complicated can this be. What do you need? Notarized statements? Blood? Gold? WHAT? Sherielyn Blend: Sorry about that, heres what we will do, we will partner with our customer relation to have this thing resolve then. Barry DiLibero: Tell me specifically a number or e-mail for ******to call of e-mail to simply state she approves of the transfer. Have all of this documented with the phone number so when they look it up someone can flip the switch and they everyone will be happy. In fact I dont care who is happy other than me. Sherielyn Blend: I know that this is doing you too much now. I could call that department so we could be sure that the line will be trandfer and we will also call ****** today as well once we have an agent on that end. Barry DiLibero: The agent said she would call last week and didnt. Miss ****** ended up having to call AT&T instead. Please just get it done. That is all I ask. Again, however you choose to get it off of my account is on you. Sherielyn Blend: Is the line you are looking to remove on your account is being used by *******? Barry DiLibero: ********* Sherielyn Blend: Ok. so the number will be transfer to *******s account right but being used by Jim? Barry DiLibero: Corect Barry DiLibero: Correct Barry DiLibero: They live together Sherielyn Blend: Great! Sherielyn Blend: Now please do tell me the number of ****** as we will need to call her once I got an agent from that department. Barry DiLibero: I dont know. Arent you the phone company? Sherielyn Blend: Ok. Will then call ****** then. Barry DiLibero: You guys have spoken with her. Barry DiLibero: Yes, call ***** Sherielyn Blend: Just bear with me here please. Barry DiLibero: K Sherielyn Blend: Thanks! Sherielyn Blend: can you please tell me the last name of *******? Barry DiLibero: ************** Sherielyn Blend: Thanks! Sherielyn Blend: I have put the authorization notes now on your account, now we will be calling ******and the department so we could continue with the process here. Sherielyn Blend: Just bear with me please. Rest assure that we will have this resolve today. Barry DiLibero: k Sherielyn Blend: Thanks for your patience. Sherielyn Blend: Thanks for patiently waiting Barry, I have tried to call ****** but no one is answering the phone. But I did talked to ***** and informed him about it. The department who will process the transfer will need to speak directly to ****** to accept the transfer. I have leave a voicemail message to ******* so we could do this with in the day. We will call her back after an hour so we could finish the transfer today. Sherielyn Blend: The notes I have provided on your account will be good for 14 days, if incase we did not reach ****** today, then you can ask her to call this number to accept the full responsibility on the line. **************** Barry DiLibero: Thanks. My e-mail is *********** and phone # is ********** if you need to contact me. I appreciate your help. Sherielyn Blend: You are very much welcome! I will call you as soon as I have spoken to Emily so you could be sure that everything would be process today. Sherielyn Blend: would there be anything else Barry? Barry DiLibero: Nope. Thank you! Sherielyn Blend: Welcome! Thanks as well for being a part of at&t family. Ill be talking to you later Barry. Your AT&T representative has closed the chat session. So I feel better. They got it all under control. I get a call that night from Sherielyn and she assures me that it is all but done. No problem. Tomorrow the phone number will be off the bill. And the next day: Thank you for your patience! Your AT&T Representative will be with you shortly. Welcome! You are now chatting with Tai Nguyen Barry DiLibero: Here, read this. Then fix it. This is my conversation from yesterday. Barry DiLibero: (I attached the entire conversation from yesterday here) Barry DiLibero: The phone number still is on my account although Sherielyn assured me when she called last night that the phone number was being fixed. Barry DiLibero: She did call me as promised. But the number is still there. Tai Nguyen: I will be glad to look into this but first I have to verify you okay? Barry DiLibero: Sure Tai Nguyen: May I send a pin number to ******** and you let me know what that number is? Barry DiLibero: Yep! Tai Nguyen: Thank you Barry, it sent! Barry DiLibero: ******** Tai Nguyen: Thank you for verifying. Would you mind creating a passcode. A passcode is a 4-8 digit numbers that would verify you quicker the next time you chat in. What numbers would you like? Barry DiLibero: I wont remember it but here, ******* Barry DiLibero: got the text Tai Nguyen: Thank you Barry, let me look into whats holding up the removal of the line *********** from your account Tai Nguyen: Hey Barry, seems like we are still waiting on *******for her approval, she didnt pick up yesterday when we called. Let me try calling her again. One moment while I work on this. Barry DiLibero: Thank you! Tai Nguyen: Hey Barry you have to contact the Transfer of Billing Responsibility Department Consumer Care at 877-971-6092 Tai Nguyen: Barry DiLibero: Why? Tai Nguyen: Because they are responsible to handling TOBR request for Mobile Share Customer. Barry DiLibero: TOBR? Tai Nguyen: Transfer of Billing Responsibility Barry DiLibero: So what I have been doing has been a waste of time? Tai Nguyen: Im sorry but the previous agent should of notify you to contact Transfer of Billing Responsibility Department Consumer Care at 877-971-6092 Barry DiLibero: So the short answer is Yes? Tai Nguyen: Yes Barry DiLibero: Thats great Tai. AT&T can take my money every month but doesnt seem to know what their own processes are. I would change to another company but the service is the same with most companies these days. Barry DiLibero: Thanks for at least guiding me in a new direction. I dont know if it is the right direction, but it is indeed a direction. Barry DiLibero: Bye. Tai Nguyen: No problem Barry, have a great day! Your AT&T representative has closed the chat session. Gosh, I feel so much better knowing that AT&T cant even get the simple jobs done. The phone is STILL on my account.
Posted on: Tue, 18 Nov 2014 16:44:53 +0000
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