David sent a message to Randall L. Stephenson Chairman and CEO, ATT Inc. that said:
Mr. Stephenson,
I am desperately reaching out to you for guidance and advice. My family has had the same account in good standing for over 20+ years with ATT and Cricket before them. We have ALWAYS signed new two year agreements to receive newer phones.
Our most recent contracts ended this week. I even got a notification from the app that said I was now eligible to upgrade. After a frustrating session on your website I spent an hour on the phone with someone only to be told, in so many words, to pound sand. I then reached out through the website via the live chat option. Another hour plus wasted I was insulted multiple times and sent to a retention specialist who said he would resolve my issue. He came back on and said he could lower my bill by almost $100.00 and ship me three free phones after March 19th when the final of our four contracts expired. He then proceeded to tell me he was going to achieve this by sending us inferior LG devices and take away my grandfathered unlimited iPhone data plan. He then said the phones would actually cost us about 2.60 per phone. The exact price is irrelevant as we would not use an LG device ever again - but the point is he said free then backtracked and said we would have to pay. After asking him why he danced around the issue for nearly an hour and didnt just tell me from the start that what I wanted to have happen was not at all possible and instead focus on trying to get me to kill my data plan - which incidentally I was told to NEVER do by one of your OTHER retention people two years ago.
I then reached out via social media on both Facebook and Twitter as this was the only way to resolve similar issues in the past. I messaged both ways on Wed morning. I got an initial reply on both fronts asking me for more info. I then provided said info. No one has EVER replied on Twitter. Someone FINALLY replied at 1:00 pm today and again asked for more info. I provided that info within five minutes. No one has replied since.
I am ready to terminate the account at this point. Apparently I am not alone in this regard as I have shared SIXTEEN similar posts to your Facebook page today alone.
If my 20+ year old account with four lines is not valued to ATT and they are willing to lose me because I refuse to increase my monthly bill that is fine. I would just really appreciate it if someone would have the gumption to tell me that.
Update - this e-mail came back undeliverable when initially sent on Thursday, 3/17/2016. I then continued to dig until I found the ACTAUL e-mail address for you. I understand you are the CEO and make 1.6 million annually - but those of us that help pay that salary have no one else to turn to as your "customer service" is found to be extremely lacking.
Regards,
David
