This is what I have noticed lately. The customer calls in to complain about the last rep, either they changed a plan and left the old one in place too, or they promised if the cust made a payment they could get more time on an arrangement. etc,,,However, when looking at the notes (if there are any, many accounts have no notes) there is never a mention of what was said to the cust, usually generic notes saying spoke to cust about plan, or cust will make payment. Causing the cust to escalate on you to a loyalty. I am sure that these reps are the outsourced reps who just don't give a rats butt about the customers or AT$T's reputation. So, it won't be long before AT&T is run into the ground and we are all out of a job. My prediction for their future. Would you stay with a company that lies to you?
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Any real concern about customer satisfaction died a long time ago around here.
Right,I canceled my services for that specific reason, and never looked back