Before I get started on AT&T, this morning I called Blue Cross of Texas to try to cancel my insurance effective May 31. The person who answered the phone . . obviously NOT in Texas. I could not understand him and he could not understand me. I asked to speak to a supervisor and that person was just as bad. I said “Nevermind . . I’ll call my agent and let him handle it.”
Then, it was time to call AT&T. We have had AT&T cell phone service for probably 20 or more years. This saga all started because when we bought new phones two years ago, we went with a 1 GB data plan (shared). They told us “If you ever need more data, you can pay for the next higher rate for one month and then come back to this plan if you would like.” So, we used all our data, for the first time ever, and needed more. When Vince called them, the plan we have is no longer offered so if we leave this plan, we can’t come back to it. The next higher plan is $25/month more than our current plan. We are not committing to paying $25/month more from now on because we needed more data this month.
We began investigating and decided we would just switch to StraightTalk or Consumer Cellular. A blog reader (several now, in fact) have recommended Consumer Cellular.
This morning I called AT&T to see how to unlock our phones. The first time I called, I got a person who I could not understand. I said “May I speak to your supervisor?” She said “I can help you!” I said “I cannot understand you.” She said “I understand you fine. What is your question?” I said “I need to speak to your supervisor.” She said “Not until you tell me why I cannot help you!” Fine . . I hung up and called back.
I got someone I could understand. I told her we needed to unlock our phones. She said “Why?” I told her we were out of data . . went through the whole story. She said “We have other plans.” I told her “We do not want to pay more because we can go with StraightTalk or Consumer Cellular and pay less for more!” She then began to tell me that we could get 3 GB of data and not pay any more than we’ve been paying for 1 GB. I said “You need to talk to my husband.”
To make a long story short, she assured us that we would not be paying any more . . exactly the same, in fact, and we would have this new service. Turn off your phone, turn it back on and you will have data again. Vince kept asking her “Are you sure I won’t be charged more because I talked to someone over the weekend and there were no comparable plans for the same or less that I’m paying now?” She was sure.
After Vince hung up, I told him . . I am not comfortable with all that so I called AT&T back. No . . We have been paying about $70 and with this new plan, we’re going to be paying $113.
They finally gave us to “Customer Loyalty” who was able to put us back to our old plan. I am leaving either this weekend or early next week for MO so we don’t have time to do all this before I leave but we will definitely be switching from AT&T the minute I get back from MO.
How bad can customer support get? I think we’re going to go with Consumer Cellular. Their customer support, at least for now, are in the U.S.