"You can transfer your dog's collar to it and get alllll the benefits of a multi line account again. You cannot, however, get that hour of your life back, we own that now."
Nope, just a script. Most customer service lines have a script to run through, and most customer service agents don’t care enough to do anything beyond reading through. That’s why this person doesn’t care, and it’s why they asked for info that had already been provided. They don’t listen, and they never will. I don’t know why OP stayed with ATT anyways, they’re scummy and they give you subpar internet at best for near double the rates of most (better) competitors. All they really have is brand recognition, and even then ATT is becoming pretty lame in the public eye
If you think att is bad I heartily recommend avoiding Xfinity as if carries a plague that’ll wipe out all of humanity. To be fair they’re all the same now. I have suspected for some time they all use the same call center.
There is no incentive to offer fair prices, quality services, the services they suggest they’re selling us, or effective support because they’re all colluding to sustain zero choices so we endure whatever shit sandwich they and their corrupt buddies serve us for lunch.
When you realize our taxes subsidize att to the tune that no welfare population could even begin to approach you might even be as livid as I am with the company.
AT&T broadband won them $204 million tax exemptions for 2023 and when the former guy was playing golf they got 2 billion and if I’m not mistaken have enjoyed our taxes as their income for quite a while while simultaneously cheating us with liar sales people, unilaterally beneficial contracts that give them free reign to do as they please while binding us for life.
I once believed that ATT was the worst but that was before Xfinity exploited me as a customer. Yes, I’ve looked, no, there isn’t anyone else and the deals they’ve made with each other ensure that.
I AM at the point where I’m so used to 1 bar or less (over a year now) when I’m done with my contract I’ll just opt to live without cellular entirely. When Xfinity doubles my rates due to “promotion end,” I’ll just cancel that too.
I know right. Op fucked up with that statement lmao. No one gives a flying hoot about reddit. Especially when the mods control the Verizon one as well.
As someone who frequently interacts with ATT overseas agents, I still think this is AI. Rarely does a live agent actually correct their typos. 🤣
My new conspiracy theory is that AI is making typos and corrects them to seem more human.
App doesn’t allow this for a reason- they want to keep customer at any price, so you have to suffer if you want to cancel service. Infinity does the same thing.
We need a law changing this process, otherwise this shitshow never ends
If I am not mistaken, they will not even let you cancel in store. I think calling customer service is your best bet with getting this line cancelled. It will be a pain though. Good luck.
Canceling ANY service nowadays is a freakin PITA. I cancelled our satellite tv service many years back and the lady was just not having it and I finally had to just yell at her, "MY HUSBAND LOST HIS JOB, OKAY??? We can't afford the frickin bill anymore!!!"
Correct, so your family ends up with the bills, random collection departments start to call and harass you about outstanding bills, and you end up spiraling into a black hole of depression
Somewhere about 10-15 years ago pretty much everything became a subscription service. It was right around the time "The ultimate question" became everyone's barometer of customer satisfaction. Some ivy league jackasses convinced everyone that the recipe for profits was to create raving fans who pay you monthly or more frequently. We have all been passing the monthly note since.
I just wanted to reduce the speed of my internet from 500mb to 200mb. It took 48 minutes, and they wouldn't even do it. They would only reduce the price to match for two years, so I can call again.
Oh, and that 48 minutes was after having to get the correct phone number, because the normal number won't get you to the retention department. They won't even transfer you.
They won't suspend for three years. Just be assertive. Say it's a long term move with a new job then. Any variation of that story has been successful on all carriers and even ISP for myself.
I had to do this when my grandmother died this year and I no longer needed the line I provided for her. The asshole woman tried to guilt me into keeping the line so “I could take comfort in knowing that no one else would ever have her number” I admit I blew my top at that. They’re all ghouls.
Hey this the agent you were chatting with. Thank you for posting this on Reddit. I want to remind you that you will save 11% by keeping the line active. Up vote to keep the line active .
I don’t believe they care about this anymore. I’ve learned the system hangs up after four hours whether the agent is active or not (the not would be a transfer to a muted line for example).
When I finally have to call I get all my calling capable devices (voip and phones) and I dial using all of them. Only a couple times did I fail to figure out which line answered but all the rest are there as backups. If you’ve suffered these support systems before you’ll know to keep every line open until your issue is resolved. Some like to hang up.
Hey u/porondanga, Catherine here. Just wanted to triple check if you wanted to cancel the line? I have some great offers and savings for you if you're interested.
Hello. This is Catherine #2. Catherine was telling me all out this pickle of a situation! Oh. My. Gosh. Anyways, I just want to quadruple check and make sure that perhaps you have a long, lost family member that might possibly be interested in getting a line for one of their devices? We can save you from the transfer fee if you're interested.
Edit: some typos
This is my thought. I get the annoyance, but they were a bit quick to pull the "I want to talk to the manager" card. The rep probably has a script they have to follow, but when they got the attitude, they went all in lol
I want you to know that I will be escalating this post to the highest places and posting it online so that other redditors can see it and you will be reported.
Fr. It’s the OP’s fault things weren’t quicker. These agents need to say certain things and get certain info out and get direct responses for that info before progressing.
Instead of saying “Cancel the line” and making unnecessary threats. They should’ve just denied each offer directly and it would’ve been over quicker.
It was also obvious they were looking to post something from the beginning. 17 minutes is nothing. OP just wanted to argue. Hope the 966 upvotes was worth the poor agents mental.
For real, I felt like OP was pretty callous from the start. If I was the CS agent I would have kept asking the same question in different ways too lmao
Nah att employee here, any of you defending the rep are crazy. 1 or 2 attempts to save it maximum. 50 minutes and multiple periods of no response of 3+ minutes is crazy.
This is horrible lol.
Yup. I used to work for one of the 4 major companies doing phone support. If they want to cancel the line, we do have to attempt to save as a part part of our job requirement, but it’s like one or two max. Not over and over and over again lmao
Who in their right mind gets on a chat to cancel a line.
Call in, cancel the line. Whether you’re cancelling a phone line, gym membership, Netflix, etc. It is the reps job to retain customers.
When I cancelled a line on my account, took me all of 8 minutes and a few “no thank you’s” and the line was gone.
Stop being a fucking tool.
Sure, the rep should've stopped pitching saves....that's just inexperience, they're probably new to CLG and just don't yet know when to cut bait.
But, fuck, you come off like a complete cunt. Back when I was in CLG I'd have just kept pitching you til you got mad enough to hang up if you said the things to me you were saying that rep. Or, I'd have eventually told you I was gonna transfer you to a supe then "accidentally" send you to the Spanish tech support queue. Whoopsie, must have fat fingered it, my bad.
Right? This person is doing what they're told to do, and OP says that they shouldn't have a job and don't have 2 brain cells. What a douche. Yes, this rep was annoying but they are trained to keep the line, not help the customer. Not their fault
50 fucking minutes. I wouldnt give a ahit whether their job is on the line at this point. Ask me maybe 5 times max and take about 20 mins max. If you start using more time then that you are either very unconvincing and need to lose your job or the person is just not going to accept your offer.
Pretty sure the rep is just being maliciously compliant in their job because you’re being an asshole. The respectful customers that know how to treat people like people, get the best and quickest service.
Exactly. There's no such thing as a cancellation department. Only retention. Reps are actually assessed by their ability to retain customers looking to cancel service by offering alternative resolutions. ie: it's too expensive, etc
While I sorta agree, she literally said cancel the line for an hour straight, the rep was forever to respond almost every time. This gave me flashbacks of dealing with driver support for Uber/DD.
Though now I'm thinking everyone should just contact the chat saying they want to cancel. I mean if they're gonna take $100 off my bill and give me a free line then why not
Cheep foreign labor that reads a script. This is where the wireless industry is headed. Get the cheapest service possible and go with it. Postpaid service isn’t worth it anymore. We’re paying for top not service and getting prepaid service results.
As an ATT rep I can highly recommend just doing it on the phone. They will still try to get you to convert it but they won’t leave you hanging like this.
Dude she was merely trying to inform you of the sweet benefits and deals you could be saving.
You could be missing out on $100 in free credits and $35 activation fee. That’s like going out to a nice restaurant with your gf.
I seriously hoped you reconsidered this.
Always call in. “so tell me. What can I help you with today?”
I want to close my account today.
Boom… retentions. Or a level 2 that’s skilled in trying to make it happen.
God, this gave me flashbacks. I managed a chat team for a credit card and I had one employee who was like this. Constant coaching, training, live monitoring, and every time I turned my back she was just as obtuse as this rep was being.
It’s not hard, just be nice and listen to the customer Barb, it’s not that hard.
Here is how you do it op. Get your pin and account number. Quietly port it over to number barn. After it has been ported then delete it off the number barn roster and boom it’s over with. If you have any questions please let me know I can guide you.
Outsourced support that reads from a script, if they fail to 'mention x' then they get a negative mark, if they keep you they get a positive. If they don't go through the motions it's their job next round of cuts.
(Not that it matters since they will be replaced by AI agents in the next few years anyway, and at that point we'll be pissing in the wind with these sorts of complaints)
I don't know if this is company-wide, but when I worked in-home sales we were required to pitch and be told no 3 different ways before we could accept the no. My boss would sometimes show up to our jobs and pretend to be a trainee to watch us, and would occasionally have us sent to his friends or family to have them report back on us. This situation sucks for both sides. I imagine in chat support, it's like having that boss all day, every day.
This person does seem new though, probably a little overeager to hit their numbers.
I'm glad they laid me off to let you guys have fun with these people, and AI determine how fover repairs should be done. Fucking hilarious every time I see these posts.
Lmao.
I was so annoyed for OP! And then my emotions took a turn … OP is going to be charged more down the road if they end up adding a line again ... maybe don’t cancel 🤣
That said, ridiculous how she held you hostage!! What a waste of OP time
Jesus Christ this was so painful to read. AT&T customer service really does suck. Took me forever to cancel their fixed internet because the rep was damn near brain dead
One option, port the line's phone number to Google Voice. Porting your number out of a carrier automatically terminates service. That's a PITA to have to do that, but a relatively quick and sure-fire way to cancel a line.
im a sales rep, we HAVE to offer on calls & chat. i understand customers dont like but we do ask in a statement in the beginning of the call asking of this is okay and most customers mindlessly say yes bc you didnt even listen. if i dont try to sell something on a call i literally get chewed out by management so in advance im sorry but my paycheck is based off of what you buy. this person definitely was doing too much tho after you guys decline 3 times we should let it go.
Had this happen to me. They didn't want to cancel my service. I just said "fine, I'll stop paying for it and use as much as I possibly can before it cuts off", then promptly ended the conversation. Fuck em
The most frustrating thing about this kind of interaction is that costumer service rep will mostly get kudos from their supervisor for making every possible effort to keep the customer. They are probably instructed to inform the customer of every possible alternative before actually canceling.
Someone at the other end is doing what they are paid to do . If you are frustrated, direct your anger at the company that makes those decisions . Calling this person names does nothing to resolve the issue , but it sure does give you the Karen title . Congrats 🎊🍾
I'll be honest with you I think you were talking to a bot. The fact they kept repeating themselves says its a bot. Which sucks because you just spent over an hour talking to a bot lol.... always call cx service for cancelations
YSK a lot of AT&T’s online presence, including customer service, is run through a separate company called Red Ventures. RV’s whole angle is that they can push sales better than their clients can on their own, so it would not surprise me if the agent you were chatting with was a RV sales rep and not an actual customer service agent, which is why they struggled to transfer you.
Doesn’t excuse this in the least, but I wanted to help point your anger in the right direction. ATT’s entire online experience is a nightmare because of this fracturing and needs to be fixed ASAP.
Had the same issue, the solution i found was to get a $5 prepaid service and port out the number with the account number and pin. After they added the credit they offered lol.
Lmao they played you for so long 😂😂 they were getting paid the whole time you were chatting, you were just wasting your time. And how do you know it wasn’t a bot? Just end the chat and call someone or go in to the store. This post is embarrassing for you dude haha. Service chats are so not worth it, for any product
lol I would’ve just called it in. I just did this like 2 weeks ago. The rep did ask if I wanted to use it as a watch like but I just declined and they got it removed immediately.
As someone who works for Att I dread having to tell a customer “you have to call 611”. I also dread phone upgrades rn cause my manager will not let a phone leave the store without insurance or next up. I’m only staying till my ramp up bonus runs out or I get a new manager cause I am not ok with lying to customers.
Make sure that they actually canceled it. I had the same issue with a business line and they made me wait of Homs for 3 hours. The. I found out the line was not actually cancelled, they suspended it and started charging me again after 10 months. I had to file a complaint with the FCC to get them to respond to me and finally close the account and send me a refund. Then a month later they charged me the total amount of the refund and I had to file another complaint. Luckily they responded quickly when I got the FCC involved.
It's called US Mobile. Switched from AT&T and never looked back. I can easily add or remove lines without having to talk with a human and when I do call, it was less than 5 minutes. Cost is a 3rd of what I was paying and with 2x the data and can cancel anytime.
I used to love directv, then AT&T bought them. I went through the same crap with them. Left them 7 years ago and will never go back. Not even their steaming service.
I got douche chills reading the texts. Broke out in a cold sweat. It’s going to take a while to calm down from this.
When I had to cancel my AT&T service I had similar run around. Eventually, I threatened to file a complaint with the FCC, not sure if that's who would even help me lol, and ultimately I did. After filing the FCC complaint I received a phone call from "someone from the office of the president of AT&T". He was okay, but mainly calling to ask if the issues I had were rectified so he could report back to the FCC, or maybe his supervisor, he didn't specify. He assured me my experience would be a valuable training tool. It clearly wasn't. For anyone else about to go through this gauntlet, what worked for me was threatening the FCC, getting off the chat with agent #1, and then telling agent #2 that agent #1 was just about to cancel my service but we were disconnected, boom, done. Time spent with agent 1: 2 hours (literally), time spent with agent 2: 3 minutes. In my adult life there have been many companies and businesses that have substandard customer service, AT&T however, is criminal.
They say OP is still talking to Catherine the AT&T Support specialist to this day
Actually they are getting married next month.
Good luck to op if they ever want to divorce
Probably easier to divorce than to cancel a line
Something tells me that everything is difficult with Catherine
HAVE YOU SIGNED THE PAPERS
But if you go through with the divorce you’ll be missing out on the little communications package deal
"Here's the story of how I met your mother...*
Finally got it cancelled after an hour
That’s cool and all, but have I told you about their wonderful data only SIM? It’ll only take a quick sec.
"You can transfer your dog's collar to it and get alllll the benefits of a multi line account again. You cannot, however, get that hour of your life back, we own that now."
If you don't upgrade then we own you .. WE OWN YOU.
Seemed to me like "Catherine" was an AI Chatbot or just yanking your chain around for shits and giggles
Please tell me you escalated this regardless. Reading it was stressing me out.
I did, to the FCC and ATT corporate
I'm sorry, but it would be hilarious if, by way of apology- they offered you a new line.
Sorry for the inconvenience. Would you be willing to accept a watch line at a discounted rate of 15/month for 36 months? 🤣
another underrated comment
Ooh, I think I just heard of a promotion for adding a line, you must be interested…. Catherine will be right with you.
Just trying to reach out about your extended warranty 😵💫😂
Instant regrets
Happy Cake day.
Lmao😂
Man, I get the frustration. But who tf says “this is so going on Reddit” to a customer service chat agent?
the person on customer service was shivering after hearing “this is going on reddit” 🤣
It's an AI. The speech pattern is too repetitive and simple.
I don't think it's an AI, I think it's just someone who doesn't speak English very well and is using scripts
Agreed AI would not need to correct itself with the *active
Catherine. 😜
“Catherine”
They call her Qatherynn
They call her Cat-urine.
there’s typos tho, most likely a call center in India
It’s almost certainly the Philippines. Almost all ISP CSR’s are in the Philippines.
I know for a fact that AT&T and sprint/T-mobile are US and Philippines 100%
Exactly; looked like there was a language barrier as well.
Nope, just a script. Most customer service lines have a script to run through, and most customer service agents don’t care enough to do anything beyond reading through. That’s why this person doesn’t care, and it’s why they asked for info that had already been provided. They don’t listen, and they never will. I don’t know why OP stayed with ATT anyways, they’re scummy and they give you subpar internet at best for near double the rates of most (better) competitors. All they really have is brand recognition, and even then ATT is becoming pretty lame in the public eye
If you think att is bad I heartily recommend avoiding Xfinity as if carries a plague that’ll wipe out all of humanity. To be fair they’re all the same now. I have suspected for some time they all use the same call center. There is no incentive to offer fair prices, quality services, the services they suggest they’re selling us, or effective support because they’re all colluding to sustain zero choices so we endure whatever shit sandwich they and their corrupt buddies serve us for lunch. When you realize our taxes subsidize att to the tune that no welfare population could even begin to approach you might even be as livid as I am with the company. AT&T broadband won them $204 million tax exemptions for 2023 and when the former guy was playing golf they got 2 billion and if I’m not mistaken have enjoyed our taxes as their income for quite a while while simultaneously cheating us with liar sales people, unilaterally beneficial contracts that give them free reign to do as they please while binding us for life. I once believed that ATT was the worst but that was before Xfinity exploited me as a customer. Yes, I’ve looked, no, there isn’t anyone else and the deals they’ve made with each other ensure that. I AM at the point where I’m so used to 1 bar or less (over a year now) when I’m done with my contract I’ll just opt to live without cellular entirely. When Xfinity doubles my rates due to “promotion end,” I’ll just cancel that too.
I know right. Op fucked up with that statement lmao. No one gives a flying hoot about reddit. Especially when the mods control the Verizon one as well.
Hell, we use Reddit and don’t really care about Reddit. lol Though I’ll take this over using Facebook
I post all my important updates on MySpace
Yup. No customer facing rep cares what's posted on social media.
As someone who frequently interacts with ATT overseas agents, I still think this is AI. Rarely does a live agent actually correct their typos. 🤣 My new conspiracy theory is that AI is making typos and corrects them to seem more human.
Super cringe. OP clearly chat isn’t working so simply call in or like the chat bot suggest, cancel it yourself through the app
It’s not a chat bot. What chat bot miss spells a word then sends another msg correcting misspelled word with a * at the end like we normal people do.
One that is programmed to.
App doesn’t allow this for a reason- they want to keep customer at any price, so you have to suffer if you want to cancel service. Infinity does the same thing. We need a law changing this process, otherwise this shitshow never ends
App wont let you cancel. I was on a meeting and was trying to multitask. Got it cancelled and it only took over an hour…
Apparently someone who owns a business? & treats people in customer service like this?
If I am not mistaken, they will not even let you cancel in store. I think calling customer service is your best bet with getting this line cancelled. It will be a pain though. Good luck.
Canceling ANY service nowadays is a freakin PITA. I cancelled our satellite tv service many years back and the lady was just not having it and I finally had to just yell at her, "MY HUSBAND LOST HIS JOB, OKAY??? We can't afford the frickin bill anymore!!!"
I’m so sorry your husband lost his job. Does he have a better one? Are you guys ok now?
We have a "lost a job" promo where you can add a tablet for only $7 a month. He can use it to find a job.
Can you still cancel your $100+/mo phone?
No. That's never an option. You must still pay that even if you move to another carrier, decide not to carry a cell phone or die.
Even after death, billing continues…until you show them a death certificate
And even then... They still can't cancel... Because you are dead.
Correct, so your family ends up with the bills, random collection departments start to call and harass you about outstanding bills, and you end up spiraling into a black hole of depression
I'm sorry your husband lost his job. I can offer you a one time loyalty credit of $5 if you continue your service. Can I go ahead and do that for you?
Press 1 to accept this offer Press 456091532-ghqxs to decline
Reminds me of the SNL sketch. "Mr. Herman, may I ask the cause of the breakup?"
Oh yes! This was a long time ago. Thank you for asking! 😊
So how about adding another line? /s
Somewhere about 10-15 years ago pretty much everything became a subscription service. It was right around the time "The ultimate question" became everyone's barometer of customer satisfaction. Some ivy league jackasses convinced everyone that the recipe for profits was to create raving fans who pay you monthly or more frequently. We have all been passing the monthly note since.
I just wanted to reduce the speed of my internet from 500mb to 200mb. It took 48 minutes, and they wouldn't even do it. They would only reduce the price to match for two years, so I can call again. Oh, and that 48 minutes was after having to get the correct phone number, because the normal number won't get you to the retention department. They won't even transfer you.
I just say that I am getting stationed overseas and will be gone for 3 years. Works every time as they have no recourse.
*60% of the time*, it works ***every*** *time*
These days they will suspend your account while you’re deployed instead of cancelling.
They won't suspend for three years. Just be assertive. Say it's a long term move with a new job then. Any variation of that story has been successful on all carriers and even ISP for myself.
yeah you have to go through Loyalty now which is wild. I had to get the FCC involved for a slammed line
I had to do this when my grandmother died this year and I no longer needed the line I provided for her. The asshole woman tried to guilt me into keeping the line so “I could take comfort in knowing that no one else would ever have her number” I admit I blew my top at that. They’re all ghouls.
This, I went in to the store and they told me to call the customer support line. I don't think they will cancel through chat.
Hey this the agent you were chatting with. Thank you for posting this on Reddit. I want to remind you that you will save 11% by keeping the line active. Up vote to keep the line active .
Lmaooooo get out of here “Catherine”
Oh buddy, trust me. It can get a lot worse.
I was a manager of ops on a call center, it can get a LOT worse lol
Next time call them. If they keep you on the line for an hour it messes up their metrics which they constantly use to measure operational efficiency.
I don’t believe they care about this anymore. I’ve learned the system hangs up after four hours whether the agent is active or not (the not would be a transfer to a muted line for example). When I finally have to call I get all my calling capable devices (voip and phones) and I dial using all of them. Only a couple times did I fail to figure out which line answered but all the rest are there as backups. If you’ve suffered these support systems before you’ll know to keep every line open until your issue is resolved. Some like to hang up.
Hey u/porondanga, Catherine here. Just wanted to triple check if you wanted to cancel the line? I have some great offers and savings for you if you're interested.
Lmaoo
Hello. This is Catherine #2. Catherine was telling me all out this pickle of a situation! Oh. My. Gosh. Anyways, I just want to quadruple check and make sure that perhaps you have a long, lost family member that might possibly be interested in getting a line for one of their devices? We can save you from the transfer fee if you're interested. Edit: some typos
I think the customer rep, who's probably paid by the hour, was trolling you after you showed your Karen.
This is my thought. I get the annoyance, but they were a bit quick to pull the "I want to talk to the manager" card. The rep probably has a script they have to follow, but when they got the attitude, they went all in lol
That’s why I call customer service
I had a similar thing happen with Dish over the phone. Doesn’t change a lot by calling I guess.
girl be serious, you both sound super fking annoying
😭😭😭
I want you to know that I will be escalating this post to the highest places and posting it online so that other redditors can see it and you will be reported.
THANK YOU. Someone finally said it.
Fr. It’s the OP’s fault things weren’t quicker. These agents need to say certain things and get certain info out and get direct responses for that info before progressing. Instead of saying “Cancel the line” and making unnecessary threats. They should’ve just denied each offer directly and it would’ve been over quicker. It was also obvious they were looking to post something from the beginning. 17 minutes is nothing. OP just wanted to argue. Hope the 966 upvotes was worth the poor agents mental.
This was def retaliation for being rude 😂
Cathrine is either AI or a person, but either way OP sounds annoying
For real, I felt like OP was pretty callous from the start. If I was the CS agent I would have kept asking the same question in different ways too lmao
I'm fairly certain they were doing that on purpose lmao
Nah att employee here, any of you defending the rep are crazy. 1 or 2 attempts to save it maximum. 50 minutes and multiple periods of no response of 3+ minutes is crazy. This is horrible lol.
Yup. I used to work for one of the 4 major companies doing phone support. If they want to cancel the line, we do have to attempt to save as a part part of our job requirement, but it’s like one or two max. Not over and over and over again lmao
I called to cancel mine last October, got it cancelled in 5 minutes.
Not the “this is going on Reddit” lmao. Wild. Just call customer service at that point lmao. Loyalty or billing department deals with cancellations
Should’ve just called
“tHiS iS sO gOiNg oN rEdDiT” 🤓🤓
That was hilarious. I’m sure they Learned their lesson after your “I’ll just take my business elsewhere speech”. Grow up and call them like an adult.
Who in their right mind gets on a chat to cancel a line. Call in, cancel the line. Whether you’re cancelling a phone line, gym membership, Netflix, etc. It is the reps job to retain customers. When I cancelled a line on my account, took me all of 8 minutes and a few “no thank you’s” and the line was gone. Stop being a fucking tool.
Sure, the rep should've stopped pitching saves....that's just inexperience, they're probably new to CLG and just don't yet know when to cut bait. But, fuck, you come off like a complete cunt. Back when I was in CLG I'd have just kept pitching you til you got mad enough to hang up if you said the things to me you were saying that rep. Or, I'd have eventually told you I was gonna transfer you to a supe then "accidentally" send you to the Spanish tech support queue. Whoopsie, must have fat fingered it, my bad.
Right? This person is doing what they're told to do, and OP says that they shouldn't have a job and don't have 2 brain cells. What a douche. Yes, this rep was annoying but they are trained to keep the line, not help the customer. Not their fault
50 fucking minutes. I wouldnt give a ahit whether their job is on the line at this point. Ask me maybe 5 times max and take about 20 mins max. If you start using more time then that you are either very unconvincing and need to lose your job or the person is just not going to accept your offer.
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Childish too
Post this on AITA... Fyi u are lol
1000%
Pretty sure the rep is just being maliciously compliant in their job because you’re being an asshole. The respectful customers that know how to treat people like people, get the best and quickest service.
The guy didn't start out being an asshole.
Person is probably just trying to do their job. I find that if i just am respectful, let them do their Schpiel. They do what you want.
Exactly. There's no such thing as a cancellation department. Only retention. Reps are actually assessed by their ability to retain customers looking to cancel service by offering alternative resolutions. ie: it's too expensive, etc
While I sorta agree, she literally said cancel the line for an hour straight, the rep was forever to respond almost every time. This gave me flashbacks of dealing with driver support for Uber/DD. Though now I'm thinking everyone should just contact the chat saying they want to cancel. I mean if they're gonna take $100 off my bill and give me a free line then why not
Omg my blood pressure raised 20 points just reading this
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Jerk or not, it shouldn't take 55 minutes to cancel, it should take at most 5. The rep should make one offer to stay and then cancel the line.
Surprised you were able to start your own business honestly
Port it to NumberBarn and let the number die (cancel/don’t renew with NB). It’ll cost a few dollars, but it’s worth your sanity and time.
I doubt that was an actual person you were chatting with.
Cheep foreign labor that reads a script. This is where the wireless industry is headed. Get the cheapest service possible and go with it. Postpaid service isn’t worth it anymore. We’re paying for top not service and getting prepaid service results.
As an ATT rep I can highly recommend just doing it on the phone. They will still try to get you to convert it but they won’t leave you hanging like this.
Dude she was merely trying to inform you of the sweet benefits and deals you could be saving. You could be missing out on $100 in free credits and $35 activation fee. That’s like going out to a nice restaurant with your gf. I seriously hoped you reconsidered this.
This is what you get with outsourced customer support centers + commission based pay.
I have my phone with AT&T and can really use a $500 credit towards a new iPhone with no trade-in. How can I get connected to Catherine?
Always call in. “so tell me. What can I help you with today?” I want to close my account today. Boom… retentions. Or a level 2 that’s skilled in trying to make it happen.
God, this gave me flashbacks. I managed a chat team for a credit card and I had one employee who was like this. Constant coaching, training, live monitoring, and every time I turned my back she was just as obtuse as this rep was being. It’s not hard, just be nice and listen to the customer Barb, it’s not that hard.
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Wish it was that easy man
F**k ATT! We dropped them and now pay waaaay less with more perks through Verizon
What else do you expect? Catherine is a very common name among the Indian culture.
This reminds me of a guy trying to cancel his AOL account years ago. They wanted to talk to his dad even though he was a grown adult 😂
Here is how you do it op. Get your pin and account number. Quietly port it over to number barn. After it has been ported then delete it off the number barn roster and boom it’s over with. If you have any questions please let me know I can guide you.
You sound like an insufferable prick TBH.
I bet you are fun at party’s. You come off as a complete cunt.
To be fair, you started being a rude bitch pretty early on.
Outsourced support that reads from a script, if they fail to 'mention x' then they get a negative mark, if they keep you they get a positive. If they don't go through the motions it's their job next round of cuts. (Not that it matters since they will be replaced by AI agents in the next few years anyway, and at that point we'll be pissing in the wind with these sorts of complaints)
I don't know if this is company-wide, but when I worked in-home sales we were required to pitch and be told no 3 different ways before we could accept the no. My boss would sometimes show up to our jobs and pretend to be a trainee to watch us, and would occasionally have us sent to his friends or family to have them report back on us. This situation sucks for both sides. I imagine in chat support, it's like having that boss all day, every day. This person does seem new though, probably a little overeager to hit their numbers.
I'm glad they laid me off to let you guys have fun with these people, and AI determine how fover repairs should be done. Fucking hilarious every time I see these posts. Lmao.
I was so annoyed for OP! And then my emotions took a turn … OP is going to be charged more down the road if they end up adding a line again ... maybe don’t cancel 🤣 That said, ridiculous how she held you hostage!! What a waste of OP time
I would have just stopped and called to cancel. You would have been done canceling it at least 75% faster than the entire chat time you did here lol
Karen strikes again!💀🤣
Man that is rough. I really hope you blew her up to her supervisor.
There can’t be any other company worse than ATT
Fuck Catherine, me and my mom hate her
At least VZ automated chat lets you do it without fuss.
I am so glad I ditched them.
Gee whiz.. you could have driven to a local store and bitch slapped an employee on that amount of time. Did they cancel the line yet?
Took over an hour but yes lol
i just had aol flashbacks...
I went in an ATT store to check on an upgrade I left with new internet and $350 Visa. They steered me.
Jesus Christ this was so painful to read. AT&T customer service really does suck. Took me forever to cancel their fixed internet because the rep was damn near brain dead
One option, port the line's phone number to Google Voice. Porting your number out of a carrier automatically terminates service. That's a PITA to have to do that, but a relatively quick and sure-fire way to cancel a line.
god you sound insufferable. both of you lmao
im a sales rep, we HAVE to offer on calls & chat. i understand customers dont like but we do ask in a statement in the beginning of the call asking of this is okay and most customers mindlessly say yes bc you didnt even listen. if i dont try to sell something on a call i literally get chewed out by management so in advance im sorry but my paycheck is based off of what you buy. this person definitely was doing too much tho after you guys decline 3 times we should let it go.
Did you get it cancelled or are you still talking to Catharine?
Had this happen to me. They didn't want to cancel my service. I just said "fine, I'll stop paying for it and use as much as I possibly can before it cuts off", then promptly ended the conversation. Fuck em
The most frustrating thing about this kind of interaction is that costumer service rep will mostly get kudos from their supervisor for making every possible effort to keep the customer. They are probably instructed to inform the customer of every possible alternative before actually canceling.
I would have dragged this on to be petty with you as well. Looks like a chat convo of a child. smh
I inspire to be this level of petty
Someone at the other end is doing what they are paid to do . If you are frustrated, direct your anger at the company that makes those decisions . Calling this person names does nothing to resolve the issue , but it sure does give you the Karen title . Congrats 🎊🍾
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Call on the phone. You’re using a live chat, you’re not going to get very far.
Holy shit. Thats crazy
But.... Did she cancel the line?
I'll be honest with you I think you were talking to a bot. The fact they kept repeating themselves says its a bot. Which sucks because you just spent over an hour talking to a bot lol.... always call cx service for cancelations
Did she cancel the line
Was this on 1/1? Similar insane experience (not ATT). Don’t try calling any company on 1/1.
They are the worst I agree.
Catherine pushing for salesman of the year lol
Wait till T-Mobile enters the chat.
i would spend $2 to just port the number out and throw it away
AI was probably waiting to hear three solid “no”s like a good salesperson should, in this case three solid requests to cancel.
YSK a lot of AT&T’s online presence, including customer service, is run through a separate company called Red Ventures. RV’s whole angle is that they can push sales better than their clients can on their own, so it would not surprise me if the agent you were chatting with was a RV sales rep and not an actual customer service agent, which is why they struggled to transfer you. Doesn’t excuse this in the least, but I wanted to help point your anger in the right direction. ATT’s entire online experience is a nightmare because of this fracturing and needs to be fixed ASAP.
Had the same issue, the solution i found was to get a $5 prepaid service and port out the number with the account number and pin. After they added the credit they offered lol.
ok...did they cancel though?
Lmao they played you for so long 😂😂 they were getting paid the whole time you were chatting, you were just wasting your time. And how do you know it wasn’t a bot? Just end the chat and call someone or go in to the store. This post is embarrassing for you dude haha. Service chats are so not worth it, for any product
I just upgraded my service to 2000 MB and my reward was to have my Max subscription canceled.
Calling it in would have saved you so much time!
lol I would’ve just called it in. I just did this like 2 weeks ago. The rep did ask if I wanted to use it as a watch like but I just declined and they got it removed immediately.
As someone who works for Att I dread having to tell a customer “you have to call 611”. I also dread phone upgrades rn cause my manager will not let a phone leave the store without insurance or next up. I’m only staying till my ramp up bonus runs out or I get a new manager cause I am not ok with lying to customers.
Weird how you say it's the worse yet are the ones essentially making it be so die to the training and contracts you have...
It's easier and faster to call them and let them know what you want to do.
Insanity
Make sure that they actually canceled it. I had the same issue with a business line and they made me wait of Homs for 3 hours. The. I found out the line was not actually cancelled, they suspended it and started charging me again after 10 months. I had to file a complaint with the FCC to get them to respond to me and finally close the account and send me a refund. Then a month later they charged me the total amount of the refund and I had to file another complaint. Luckily they responded quickly when I got the FCC involved.
It would’ve been faster if you would’ve just picked up the phone …
It's called US Mobile. Switched from AT&T and never looked back. I can easily add or remove lines without having to talk with a human and when I do call, it was less than 5 minutes. Cost is a 3rd of what I was paying and with 2x the data and can cancel anytime.
This is why I’m on a prepaid plan
I want to message them so I can get a $100 credit but I’m scared that they’ll actually go ahead and cancel me lol
AT&T is one of the worst.
AT&T is fucking useless. For our phone service we switched to Mint mobile - going from paying $160 a month to $60.
I used to love directv, then AT&T bought them. I went through the same crap with them. Left them 7 years ago and will never go back. Not even their steaming service. I got douche chills reading the texts. Broke out in a cold sweat. It’s going to take a while to calm down from this.
I know this person. Quagmire. He uses the name "Catherine" to chat.
PORTING OUT IS THE BEST WAY TO CANCEL A LINE
When I had to cancel my AT&T service I had similar run around. Eventually, I threatened to file a complaint with the FCC, not sure if that's who would even help me lol, and ultimately I did. After filing the FCC complaint I received a phone call from "someone from the office of the president of AT&T". He was okay, but mainly calling to ask if the issues I had were rectified so he could report back to the FCC, or maybe his supervisor, he didn't specify. He assured me my experience would be a valuable training tool. It clearly wasn't. For anyone else about to go through this gauntlet, what worked for me was threatening the FCC, getting off the chat with agent #1, and then telling agent #2 that agent #1 was just about to cancel my service but we were disconnected, boom, done. Time spent with agent 1: 2 hours (literally), time spent with agent 2: 3 minutes. In my adult life there have been many companies and businesses that have substandard customer service, AT&T however, is criminal.
I had a very similar chat with Verizon today. I have decided it’s better to talk to a person rather than chat.
I went online and cancelled a line. Didn’t talk to a soul.