Denise sent a message to Randall L. Stephenson Chairman and CEO, ATT Inc. that said:
Mr. Stephenson,This is a letter of complaint regarding your company is directed to you. I was told by a member of your customer service staff, Billy G from Ft. Lauderdale that when I renewed my 2 year contract I can purchase iPhone6 any GB for the $199.99 with the upgrade fee of $40. The perks for being 'stuck' with a two year contract. So I requested the iphone6 128GB. When I started the renewal process I was told otherwise. In fact, all supposed notes said little to nothing of the meat of the original encounter except my final complaint that was lodged with a Deidre O'neill from Ft. Lauderdale. One manager, Don Ingram based out of Oklahoma never attempted to interview the rep until the second day! Actually I caught him in many lies. He was just saying anything to string me along and the process took 2 days and at one point he supposedly got disconnected and placed in his notes that I was to call him when he sent a text saying he would call me. I thought that this is supposedly a company of integrity and your supervisors/manager would honor the words of the rep. After 5 reps (two online, 3 over the phone),2 managers and 2 days later that is not the case. All managers basically said they do not have the 'keys' to make that decision. So why are they managers if they cannot assist the customers?What are they managing if they can't make these simple decisions? As a result of this madness, I have notified BBB and plan to notify NC attorney general. I have never received such poor customer service ever! And I have traveled the world t include some third world countries. My two year contract ends in May 2015 and I plan on letting this contract expire. You have lost a loyal customer. As a CEO, I hope you have not taken your hand off the pulse of your life blood --your customers! Thanks for making my decision so much easier. I will be heading to your competitors for a new 2 year contract.
Respectfully,
Denise
