I just tried to help our exchange student reload her go phone account. We ALWAYS have to speak to customer service because her "zip code" is not recognized because her billing address is in Spain. It is HER credit card and HER ATT service (we are no longer customers). We always have to go through the automated line first and then we are finally connected to an agent. Tonight we had the "WONDERFUL" pleasure of being serviced by Maranda #{Personal content removed}. Our student was asked if she were reloading her phone, she replied yes, she was asked if it was for 25 dollars and she said yes. She was asked her last name and our student hesitated for a moment because she was expecting to be asked her first name. She has several last names as many Spainards do, she stated the last name that she uses and then spelt the name for clarification. Then she was asked her first name ( the question was stated very quickly and not clearly ) our student was not sure of what was asked and Maranda said "your name your name how difficult can it be". This was stated in a very high pitched, condensending tone of voice and startled our student so much that she dropped the phone. I then stepped in and started speaking to her in a very controlled tone of voice (I WAS NOT HAPPY). She then responded very quickly and was backtracking stating that she thought our student was talking to someone else and not answering her. The times she was talking to someone else was me and she was looking for clarification as to what Maranda had said. I do not care if she WAS talking to someone and WAS ingnoring this customer service agent, there is ABSOLUTLEY no reason to treat anyone that way!!!!!!!!
Every time we call in to add money to her service we have to go about this different ways. Sometimes they will not talk to me because I am not the card holder, the last two times they refuse to speak to her because she is not 18, even though it is HER card that is paying the bills. This is not customer service, this is customer abuse. There is no excuse even if every other phone call recieved before this one was by very rude and disrespectful people, if they were that way perhaps it is because of the way they were treated the last time they spoke to someone at AT&T.
My sign in name may be rainbowsandunicorns but that is only because every appropriate word that discribed my feelings came back as already in use, what does this say about your customer service.
VERY UNHAPPY HOST MOM