Internal AT&T Manual For Handling All Kinds Of Customer Complaints

Here’s a direct port from the AT&T/Cingular internal database on how to handle complaining customers. These are the document every customer service rep in their call centers uses to deal with you when you kvetch. If you have an issue with AT&T, you can use this as a guide to see how they’re going to react to your various thrusts and parries, from simple billing and service issues to requests for cancellation and escalations to the Office of the President (gamely referred to by the acronym “OOP”)…

Overview:

These are the procedures for handling an escalation from a customer who requests to speak with a manager or threatens an executive complaint. Cingular has implemented national escalation procedures to ensure customer complaints are handled uniformly across all regions. These procedures can also be used for repeat callers regarding the same issue.

Standard Escalation

The following procedures should be used when handling customers requesting to speak with a manager.

Last Updated: 11/21/2006

Page Navigation:

* Overview
* Standard Escalation
* Executive Complaint Escalation
* Agent/Dealer Escalations
* Etailer Escalations
* Escalation Chain of Command

Related Links:

* Cingular Advantage
* Cingular Policies
* SE escalated call procedures

1. Attempt to identify and resolve the root cause of the issue.

o Empathize with the customer..
o Listen attentively to the customer’s complaint and do not interrupt.
o Review the account memos.
o Ask probing questions to ensure understanding of the issue.

o Take the appropriate steps to correct the issue.

2. If the customer insists on speaking with a manager.

o Escalate the call to the employee’s direct manager.
o Provide the direct manager with information regarding the customer and the issue.
o If the employee’s direct manager is not available, a back-up manager with the same level of authority as the employee’s direct manager should be located. Escalation Chain of Command
o In the event that there are no managers (next level) available to handle the customer’s call, continue through the Escalation Chain of Command to locate someone available to speak with the customer.
o If no one is available to immediately handle the customer’s call, offer the customer the option of receiving a callback from a member of management within 2 hours. The customer must receive a return call within 2 hours.

3. For complaints about departments other than Customer Care, representatives should take ownership of the customer’s complaint and come to an agreeable resolution with the customer.

Executive Complaint Escalation

Executive complaints occur when a customer mentions routing their issue to an outside state or federal agency, “the president of the company” or “the person in charge”. These calls should be handled with extra care to ensure Cingular’s fourth “R”, our Reputation, is upheld. Examples of executive complaints include, but is not limited to:

* The Attorney General
* The Federal Communications Commission (FCC)
* The Better Business Bureau
* The Public Utilities Commission
* An executive officer of Cingular Wireless, such as the President of Chief Executive Officer

1. Attempt to identify and resolve the root cause of the issue.

o Empathize with the customer.
o Listen attentively to the customer’s complaint and do not interrupt.
o Review the account memos.
o Ask probing questions to ensure understanding of the issue.
o Take the appropriate steps to correct the issue.

2. If the customer is insistent on contacting an outside agency or an executive, immediately refer the customer to a Manager. Do not provide the customer with any telephone numbers to external agencies.

o Suggested Scripting: “What I’d like to do, Mr./Ms. Customer, is have you talk with my Manager to see if s/he can assist in getting this resolved”.

3. Notify a manager or supervisor immediately. If the employee’s direct manager is not available, notify any member of management available in the center.

o Provide the manager with details regarding attempts made to resolve the issue.
o Continue through the Escalation Chain of Command until a resolution is reached.

Agent/Dealer Escalations Agents or dealers can escalate to a manager on behalf of a customer.

* Account must be verified according to the Account Access Matrix

The following procedures should be used when handling agents/dealers requesting to speak with a manager.

1. Attempt to identify and resolve the root cause of the issue.

o Empathize with the agent/dealer.
o Listen attentively to the agent/dealer’s complaint and do not interrupt.
o Review the account memos.
o Ask probing questions to ensure understanding of the issue.
o Take the appropriate steps to correct the issue.

2. If the agent/dealer insists on speaking with a manager

o Escalate the call to the employee’s direct manager.
o Provide the direct manager with information regarding the customer, the agent/dealer and the issue.
o If the employee’s direct manager is not available, a back-up manager with the same level of authority as the employee’s direct manager should be located.Escalation Chain of Command
o In the event that there are no managers (next level) available to handle the agent/dealer’s call, continue through the Escalation Chain of Command to locate someone available to speak with the agent/dealer.
o If no one is available to immediately handle the agent/dealer’s call, offer the agent/dealer the option of receiving a callback from a member of management within 2 hours. The customer must receive a return call within 2 hours.

3. For complaints about departments other than Customer Care, representatives should take ownership of the customer’s complaint and come to an agreeable resolution with the customer.

Etailer Escalations
Etailers should escalate to their account manager as listed below.

Cingular Support Contacts: ( For Internal Support Only )

Etailer Name
Account Manager
Operations Manager

Amazon.com
Jim Just
Tim Rackley
InPhonic
Gary Blackstad
Jay Gory
Letstalk.com
Jim Just
Tim Rackley
Mobileplaza.com
Gary Blackstad
Jay Gore
PalmOne.com
Jim Just
Staceye Dixon
Simply Wireless
Gary Blackstad
Jay Gore
DCW (Etailers) – Launch (TBD)
Gary Blackstad
Staceye Dixon
Mobile-sphere Launched on12/22/05
Gary Blackstad
Staceye Dixon

Escalation Chain of Command

The following table provides the chain of command to be followed when handling escalations.

Make every attempt to resolve the customer’s issue. If it cannot be resolved, then the Representative will…
Refer to a Manager/Supervisor

If the customer’s issue still cannot be resolved, then the Manager/Supervisor will…
Refer to an Area Manager

If the customer’s issue still cannot be resolved, then the Area Manager will…
Refer to a Director

If the customer’s issue still cannot be resolved, then the Director will…
Refer to the Regional Vice President (RVP)

If the customer’s issue still cannot be resolved, then the RVP will…
Refer to the Office of the President (OOP)

LTV1 Guidelines: Retention, & Save Offers
All Customers except Former AT&T Wireless Customers

Overview

Use these guidelines to assist you with determining the proper handling procedure for LTV1 customers.

* This policy does not apply to Former AT&T Wireless customers.
* This policy does not apply to customers that are un-scored or LTV0.
o LTV/Revenue Ranking Guidelines
o If LTV is unavailable, use the ARPU to LTV Conversion Chart
* This only applies to customers with an actual scoring of LTV1 on the account.
* **Reminder: Although we do not work to actively retain these customers, we are to resolve their issues.
o Example: Customer calls in to cancel due to a billing error. Even though we do not make “save attempts”, it is still necessary to review billing issue and resolve accordingly, even if this results in unintentionally saving the customer.
o Non-Example: Customer calls in to cancel because they lost their phone. Since the customer did not ask us to replace it, proceed with cancellation without discussing any replacement options.
o Although these customers are not eligible for enhanced Save offers, LTV1 customers showing eligible for upgrade in EAU checker can still receive Standard Customer Care Equipment Upgrades.
+ Note: These should not be proactively offered.

Note: The term LTV is for internal use only.

How to identify an LTV1 customer

* Telegence: Use the Life Time Value Indicator on the Profile page
o sample screenshot
* CARE: Use the green thermometer to identify customers who are LTV1 (If the thermometer is set to a “1”, the customer is LTV1. With any other setting, we would follow normal upgrade procedures.)
o sample screenshot
* Clarify: The indicators are just below your screen options at the top right of your screen
o sample screenshot

Last Updated: 07/16/2007

Requests to cancel
Do not transfer LTV1 customers to the Customer Relations Team.

Step

Action

1

* Do not attempt to Save LTV1 customers

o “Do not attempt to save” means:
+ Express empathy upon hearing that the customer wants to leave us
+ Treat the customer politely and with respect
+ Resolve the customer’s service – or bill-related issue: i.e., “fix what’s broken.”
+ Do not offer Save-only rate plans, enhanced equipment pricing, or retention-related credits.
+ Do not proactively discuss The AT&T Advantages
+ Reply to customer’s cancel request with a positive response
+ Use the appropriate cancel reason code in Clarify

o “Do not attempt to save” does NOT mean:
+ Waive ETF for customers with more than 12 months remaining on contract
+ Proactively offer or suggest that the customer cancel their account
+ Antagonize the customer in an effort to “make” them want to cancel
+ Treat the customer rudely or disrespectfully
+ Tell the customer that we do not value their business
+ Tell the customer that they cost our company money
+ Suggest in words or actions that the customer should go to one of our competitors

* Do not proactively make a save offer

Suggested scripting: “Mr/Ms. Customer, I understand you would like to cancel your wireless service. I can assist you with closing your service with AT&T.”

2 Customer Relations Team Only: Track the call as Non-Save Opportunity in the Save Tracking Tool (Reason Code: LTV1 non-save attempt)

3 Determine if Early Termination Fee applies

* If less than 12 months remaining on contract:
o the ETF is waived.
* If more than 12 months remaining on contract:
o follow existing ETF policies to determine whether or not ETF should be waived based on cancel reason.
+ Refer to Early Termination Fees (ETF).

4 Proceed with the cancellation

* Use the appropriate cancel reason code to track the cancellation.

Talking Points/Suggested Scripting for LTV1 Customers

Customer asks: If I decide to cancel or port my number will you offer a special offer?
CSR: “We realize you have many choices for your wireless service, and I appreciate that you have selected AT&T. However, we are unable to offer any special incentives in addition to what is currently on your account.”

Customer asks: I have been an AT&T customer in good standing for 10 years and have always qualified for a special offers and promotions. Don’t you have any special incentives available to keep me as a customer? Isn’t there anything you can offer to keep me as a customer?”
CSR: “Our promotions and discounts change as we change our offers. As we can, we do try to offer appropriate promotions to customers. Your account does not qualify for the incentives similar to what you were previously offered on this account.”

Customer asks: “My buddy is on the same plan as me and you offered him a free phone and an even better rate plan when he called in to cancel. How come you aren’t offering me anything?”
CSR: “The privacy of your account, and that of all our customers, is very important to AT&T, so I can’t speak to what your friend experienced. However, at this time, we are not featuring any special incentives for this account.”

Q&A (for CSR reference only, do not discuss with customer)

What is LTV?
Life Time Value (LTV) measures the subscriber’s overall value to the company (based on revenue, account plan, on and off-network and data usage, length of service, etc . ). LTV1 accounts are customers who create a negative profit for the company. In most cases, these customers actually cost the company money each month.

How are these customers different from EON customers?
LTV1 customers are unprofitable to the company for one or more of the following reasons: revenue, account plan, on and off-network and data usage, length of service, etc . EON customers are unprofitable solely for their excessive off-network usage. EON customers are in direct violation of AT&T’s Terms and Conditions and must change their calling habits to be eligible to keep their AT&T service. Keep in mind some EON customers may be LTV1 based on their off network usage as this is one of the factors used to determine LTV.

Why are we changing the way we handle LTV1 customers?
To contribute to our Revenue goal, we are no longer going to save LTV 1 customers. Small percentages (less than 5%) of our customers, through a variety of factors, do not produce revenue for our company though they may be good customers in other aspects. This decision to change the way we handle these customers may allow the remaining 95% of our customers to take advantage of even greater discounts on equipment or rate plans when upgrading their service.

What if an account does not show the same LTV score for all lines?
There are two scenarios that may cause this to happen:

1. A line on a family talk plan disconnects. The remaining active lines are then re-scored and may get a lower or higher LTV score. Then the disconnected line is restored with the old LTV score. The different score is being caused by the line being disconnected and restored. If a line is cancelled and then restored, it will have the last score that was applied to the account.

2. Individual lines on separate accounts merge and become a family talk account. The LTV will not be adjusted to use the combined account financials until the next full billing cycle.

If you find an account that does not have the same score for all lines, you will need to use the following scenarios to determine the appropriate LTV score to apply to the account.

Scenario 1: Account with two lines

If Line 1 is …

And Line 2 is …

Use the following treatment for all lines …

LTV1

LTV2

LTV2

LTV1

LTV3

LTV2

LTV1

LTV4

LTV3

LTV1

LTV5

LTV3

Scenario 2: Account with more than two lines

If Line 1 is …

And Line 2-5 are …

Use the following treatment for all lines …

LTV1

LTV2-5

LTV2-5 (Use highest observed LTV)

LTV2-5

LTV1

LTV1

Will I receive a Zero call from QA if I do or do not make a Save attempt on this call?
No. The quality team will be notified of this process and will not issue zero calls for no save attempts on these accounts.

Are we allowing LTV1 Family Talk customers to add lines at new service discount pricing?
Yes. As long as the customer is not canceling another line at the same time (phantom churn), the customer is able to add new lines at the new service discount pricing.

Retention Procedures

For all customers except Former AT&T Wireless Customers

* For Non Converted Customers Only
* CSRs should not attempt to save LTV1 customers.
o For how to assist LTV1 customers, refer to: LTV1 Guidelines
* Follow normal save procedures for Former AT&T Wireless customers.

Retention Procedures

Customer Interactions provide the steps for handling the most common disconnect reasons:

* Affordability
* Billing Errors
* Competition
* Data Services
* Death
* Equipment Issues
* Getting Free Service from Employer
* Military Transfer
* Moving
* Network Quality
* No Use
* Phantom Churn
* Poor Customer Service
* Unwilling to Give Reason

Last Updated: 06/19/2007

Reason for Cancellation

Scripting &
Cingular Advantage

Resolution, Policy, & Scripting

Reference/Training Guides

Affordability

* Customer reports that the service is costing too much money
* The customer complains about the price of the monthly recurring charge and asks about the contract end date.
* The customer asks when their contract is up and says that the service is too expensive.
* The customer reports that they have been seeing deals with other carriers that are far less expensive.

* “Mr./Ms. _____, we value you as a customer. We have a variety of rate plans that would allow you to enjoy the security and benefits of a wireless phone. I have already reviewed your account and can offer you the best value in wireless that will meet your needs.”
* Rate Plan Review and Change Policy Scripting

Cingular Advantage

* Mobile To Mobile – Enjoy unlimited calling to over 61-million other Cingular customers. Are your friends and family part of Cingular’s growing community? Use this tool to look up their numbers.
* Rollover Minutes – Think all rate plans are the same? Think again. Cingular includes a benefit no other carrier offers: Rollover Minutes. That means if you don’t talk as much one month, Cingular lets you keep your unused minutes for next month. Cingular also lets you share minutes between lines. So if Dad talks less than Mom, Mom can use the minutes Dad doesn’t use. Makes sense, doesn’t it?
* Unity Plans -
The largest home, business and wireless calling community in America! Customers can enjoy unlimited calling between more than 100 million AT&T and BellSouth home, business and Cingular Wireless phones.
* Online Account Management
o Review and pay your bill* – Why spend money on stamps when you can pay bills online?
o Check your minutes and data usage – Find out how much you have left before your next billing cycle.
o Schedule AutoPay* – Instead of remembering payment due dates, schedule AutoPay and make it automatic.

* Apologize for the problem and let them know that you would like the opportunity to resolve the issue.
* Perform a Calling Plan Review.
* Review the customer’s account to determine why the bill may be high.
* Ensure the customer is being billed correctly.
* If the bill is high due to overage, provide the customer with the details of their current price plan.
* If the customer states that they did not understand their price plan details, and requests a credit, offer to credit up to 50% of the overage (review the account to be sure that the customer has not already received this type of credit during the previous year).
* If the customer inquires about a new price plan, discuss the current price plans and recommend a plan that is best suited to the customer’s usage.
o Consider feature packages, this may also contribute to higher bills (text package, data package, e-mail, international calling, etc
* Ask the customer how they use the phone.
* Let the customer know you think there is a way we can save them some money
o Give cost benefit – what will the plan save them monthly, annually, etc.
* Let the customer know that we care and are willing to help.
* Is customer switching to another carrier to save money?
* If ETF will apply, emphasize that it is very expensive and will hit all at once
* If due to lost job, show benefit of having during job-hunt

Overview:

* Customers who report they cannot afford our service are usually being honest with us.
* This is an opportunity for us to help our customer by providing a cost effective alternative to whatever service plan they currently use.
* In most instances you will find that the customer is willing to entertain an offer or different rate plan.
* When we help a customer who reports they cannot afford our service, we can show that we are flexible and can meet their ever-changing needs. This is a great way to strengthen our relationship with our customer.

Bill Adjustments

* Bill Adjustment Policy
* Bill Adjustment Scenarios

Billing Issues Log

* Issues Logs (Quick Start)

Policies

* Policy for Rate Plan Review and Change.

Training

* Saving in Difficult Cases: Lack of Funds
* Selling GSM CSE
* AT&T Unity Plans Provide Unlimited Mobile-To-Landline Calling

Rollover

* The Real Value of Rollover: Rolling Minutes Into Dollars (Non Converted)
* The Real Value of Rollover: Rolling Minutes Into Dollars (Converted Customers)

VIP LookUp Site

Billing Errors

“This is the second time my bill is wrong. I don’t want to have to call every month to get my bill fixed, so just cancel the service.”

* “I’m sorry that you are having problems with your bill, and I would like the opportunity to resolve the issue for you.”
* Bill Adjustment Scripting

Cingular Advantage

* Mobile To Mobile – Enjoy unlimited calling to over 61-million other Cingular customers. Are your friends and family part of Cingular’s growing community? Use this tool to look up their numbers.
* Rollover Minutes – Think all rate plans are the same? Think again. Cingular includes a benefit no other carrier offers: Rollover Minutes. That means if you don’t talk as much one month, Cingular lets you keep your unused minutes for next month. Cingular also lets you share minutes between lines. So if Dad talks less than Mom, Mom can use the minutes Dad doesn’t use. Makes sense, doesn’t it?
* Unity Plans -
The largest home, business and wireless calling community in America! Customers can enjoy unlimited calling between more than 100 million AT&T and BellSouth home, business and Cingular Wireless phones.
* Network Coverage
* Exclusive Phones
* 30-Day Return Policy
* Web Offers
* Our Technology
o 3G
o GSM
o EDGE
* Online Account Management

* Apologize for the problem that the customer is experiencing, & let them know that you would like the opportunity to resolve the issue.
* Review the customer’s account to validate a billing error has occurred.
* Review the Billing Issues log to identify known billing issues.
* Validate: After validating the customer was billed incorrectly, adjust the account appropriately.
* Correct: Be sure to correct any mistakes on the customer’s account that are causing the billing error.
* Reassure the customer that the issue has been corrected, and will not cause future billing errors.

Bill Adjustments

* Bill Adjustment Policy
* Bill Adjustment Scenarios

Billing Issues Log

* Issues Logs (Quick Start)

Competition

* Customer mentions a specific offering
* Customer makes a comparison between our service and a competitor’s service, either with regard to promotions, plans, coverage, equipment pricing, etc.
* Customer talks about an associate who has different service

* Scripting for – Competitor’s Offer

Cingular Advantage

* Mobile To Mobile – Enjoy unlimited calling to over 61-million other Cingular customers. Are your friends and family part of Cingular’s growing community? Use this tool to look up their numbers.
* Rollover Minutes – Think all rate plans are the same? Think again. Cingular includes a benefit no other carrier offers: Rollover Minutes. That means if you don’t talk as much one month, Cingular lets you keep your unused minutes for next month. Cingular also lets you share minutes between lines. So if Dad talks less than Mom, Mom can use the minutes Dad doesn’t use. Makes sense, doesn’t it?
* Unity Plans -
The largest home, business and wireless calling community in America! Customers can enjoy unlimited calling between more than 100 million AT&T and BellSouth home, business and Cingular Wireless phones.
* Network Coverage
* Exclusive Phones
* 30-Day Return Policy
* Web Offers
* Our Technology
o 3G
o GSM
o EDGE
* Online Account Management

* Thank the customer for bringing their concern/question to your attention
* Display a sense of urgency while figuring out what is best for the customer
* Probe for what about the competitive offering or service seems better or more appropriate
* Identify what the competitor is offering.
* Address concerns about differences in service (coverage quality, customer service, etc.)
* Find out what is appealing about the competitor, as it compares to us and their current services
* Offer to analyze their exact usage and our offerings, and to compare them to the competition, to help the customer decide what is best
* Use the customer’s account to determine if the competitor’s offer is right for the customer.
* Check the competitor’s Web site for rules and restrictions regarding the offer.

Key Points

Refer to the appropriate information on this page to address customers root cause of dissatisfaction (Network, Billing Issue)

Return to list of cancel reasons.

* Selling GSM CSE
* AT&T Unity Plans Provide Unlimited Mobile-To-Landline Calling

Competitor Web Sites

* Sprint/Nextel
* T Mobile
* Verizon

Handset Offers

* Equipment Upgrades Quick Start
* VIP LookUp Site

Rollover

* The Real Value of Rollover: Rolling Minutes Into Dollars (Non Converted)
* The Real Value of Rollover: Rolling Minutes Into Dollars (Converted Customers)

Data Services

* “I’m sorry that you are having problems with the service, and I would like the opportunity to resolve the issue for you.”

Cingular Advantage

* Our Technology
o 3G – The next generation of wireless. Blazing speed and even more capability
o GSM – Nationwide GSM/GPRSGSM is the technology that enables you to have true voice quality and unparalleled global roaming capabilities.
o EDGE – Makes accessing the Internet, downloading files and streaming video on your phone faster than ever
o Best Coverage in America – Cingular has the largest digital voice and data network in America.

Data Networks:

* Broadband Connect
o Advantages
o Cancellation and Retention (Quick Start)

Cancel requests are either handled by Customer Care or the Customer Relations Team. This resolution provides the steps to ensure proper handling. Every effort should be made by all assisting representatives to reduce churn and retain our customers.

* Policy
* Customer Care Procedures
* Expectations

Policy

* Service may be cancelled at any time; however, an Early Termination Fee (ETF) may apply if the service is still under contract.
* FamilyTalk plans must have more than one line of service remaining active in the group
o If not, a new rate plan must be selected.
* Cancellations should be made effective the last day of the billing cycle whenever possible to avoid possible Prorated Charges
o The option to cancel immediately should not be proactively made to a customer.
o Only offer the option to cancel immediately if the customer pushes back on the End Of Bill Cycle Cancel or if they qualify for an immediate cancellation according to policy (example: Phantom Churn)
* If the caller is requesting to cancel the service due to Account Holder death and there is a password on the account, attempt to verify the password. If the caller cannot verify the password, verify the SSN. If the caller cannot verify the SSN, they are an unverified caller and cannot cancel the account.

Customer Care Procedures

Step

Action

1 Determine who handles the call:

* Probe to determine the reason for the cancel request

Customer Care handles the following cancel scenarios:

* All customers except Former AT&T Wireless Customers:
o Review the Lifetime Value Indicator
+ LTV1: refer to LTV1 Treatment Guidelines – Customer Care
+ If anything other than LTV1, proceed to Step #2.
+ Accounts with past due balances. If the customer does not wish to bring the account current:
# And does not have a billing dispute, the call will be handled by Receivables Management (RM).
# And has a billing dispute, the cancellation should be processed by Customer Care.
* If the account is eligible for reinstatement after the billing dispute has been resolved, transfer to the Customer Relations Team.
* If the account is not eligible for reinstatement after the billing dispute has been resolved transfer to RM.
* For cancel request within the 30 day return period go to Cancellations and Return within 30 days from Activation to determine who handles the cancellation
* For North Central region only:
o Requests to Cancel a Combined Billing Account:
+ If the account has been activated for more than 30 days, transfer the call to the Combined Billing Group.
o Cancel due to death of account holder or user:
+ Do not transfer to the Customer Relations Team
+ Continue being empathetic
+ Do not make any offer to save the line
+ Gently tell the caller you can cancel immediately
+ Review all options to verify that no additional services are active under the deceased customers’ liability, i.e. full name search, user name search. If no additional accounts come up then gently asked the caller to allow you to search for any additional service under the deceased customer’s liability using their full SSN. If they agreed, request the SSN and perform the search. Input the social security number into the billing system as the customer gives it to you. You should not write this number down.
+ If multiple lines exist in the account owner’s name, gently probe to see if there is a user who would want to continue service by performing a Transfer of Service.

All other cancel request scenarios are handled by the Customer Relations Team; proceed to step 2.

2 Determine if an attempt to resolve the customer’s issue should be made prior to transferring to Customer Relation Team:

IF

THEN

* Customer has less than 6 months remaining on their current contract/out of contract

An attempt to resolve the customer’s issue should not be made prior to transfer

* Proceed to step 3

* Customer has more than 6 months remaining on their current contract

An attempt to resolve the customer’s issue should be made prior to transfer

* Identify and address the root cause of a customer request for cancellation.
* Attempt to retain the customer by using the appropriate Retention Procedures and promoting The AT&T Advantages.

Should the customer still insist on canceling, proceed to step 3.

3 Transfer the customer to the Customer Relations Team:

* Warm transfer the call to the Customer Relations Team using the appropriate Speed Dial Number
* Provide representative with Account name, caller’s name, account verification, and a brief description of the cancel request
o See: Transfer to Customer Relations Team for further information.
* If there is a wait time of over 2 minutes,
o Take the call back and say to the customer, “Thank you for holding, at this time there is a long hold time for that department; therefore, please allow me to assist you with this request.”
o If not yet attempted, try to save the customer using the appropriate Retention Procedures
o If unsuccessful, proceed with the proper cancellation steps:
+ For cancels within the 30 day return period, see Cancel Service and Return Equipment (Buyer’s Remorse)
+ For cancels outside of the 30 day Return Period, see the appropriate system steps:
# CARE
# Telegence
o Set appropriate Expectations (below)
* If during the course of resolving the issue, you are disconnected from the caller, immediately call the Customer Relations group and they will call the customer back.

Expectations

When processing a cancellation, setting proper expectations is paramount to ensure satisfaction and reducing repeat calls. Relay the following points to the customer:

* The customer can resume their service within 60 days to avoid any activation fees and have their ETF(s) reversed, if applicable; however, we cannot guarantee their number(s) will be available upon reinstatement.
* Advise of the date of cancellation
* Verify final billing address
o Refer to Billing Address Change Policy
o For customers on paperless billing, make sure you change customer to a paper bill to ensure they receive their final invoice.
* Advise the customer of their final invoice for service up to the date of cancellation, as well as any applicable early termination fees.
o Refer to Final Bill.
* For deposit refund information, if applicable, see the Deposit Refund Policy
* If there is a credit balance on a cancelled account, there is a 60-day lag-period before the refund check is processed.
* Some customers may have signed independent equipment agreements, in addition to the contract they signed with us, with certain indirect (non-AT&T) locations.
o Should the customer inquire about 3rd party contracts, refer them to their activating location, as we do not have access to see if there are contractual agreements in addition to their contract with AT&T.
* If the cancellation was due to relocating to a non-AT&T service area and an ETF is being billed, the customer can have the ETF reversed by submitting proof of residence for their new address.
o For details on proof of residence, including acceptable forms of proof and where to send documentation, see Early Termination Fees (ETF).
* AutoPay customers- advise the customer that AutoPay will automatically cancel 90 days after the final invoice has been paid.
o Should they choose to resume service within the reinstatement period, they will not need to enroll again.
* Customers who cancel service and reinstate to “active” within 59 days, retain the Rollover minute balance.
o For additional information, refer to: Rollover Minutes

For Clarify Level 3 Need: “Cancellation and retention”

(Photo: mrbill)

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  1. Amy Alkon says:

    Thank you…you have no idea the idiocy I’m dealing with in Cingular’s “customer service” department right now. More about that soon. My favorite is when your call with the tech support person gets disconnected because you have an obsolete phone they never replaced (their networks changed — Google “t68i” and “obsolete”)…and then that CSR, after extracting every piece of identifying information about you, down to your mother’s high school and bra size, fails to call you back. Asshats. A switch on that: Last time, I was out for the day, and calling “customer service” from my cell…and the woman…from my cellphone company…called me back at home and left a message there instead! Now I know why she’s working at Cingular/ATT and not at NASA!

  2. Hawk07 says:

    Uh-oh, the AT&T lawyers are going to like this.

  3. HeyThereKiller says:

    @HAWK07

    Just threaten to call the BBB or FCC and those lawyers will back off!

  4. AlteredBeast (blaming the OP one article at a time.) says:

    @Hawk07: Exactly what I was thinking.

  5. letoofdune says:

    Yeah, this is going to be down in a bit, I’m pretty sure. Privileged information, or something along those lines.

    Oh well, it was a fun read, though.

  6. SaveMeJeebus says:

    I can hear it now… “Yeah so what if I am an ‘LTV1′, I want ____ now!” I like stuff like this, I wish there was one for Sprint.

  7. guyver8400 says:

    As current AT&T wireless customer with cingular/at&t I must say we are constantly screwed over.

  8. dieselbug says:

    @Amy A – I’m assuming you don’t use the t68i any more . . . I got the “upgrade” way back in the day (free phone if you returned the t68) – so I’m not sure how/why you would say they never replaced it?

  9. Chris H says:

    It would be fun to have a contest where you invite CSRs to leak their manuals.

  10. Consumer-X says:

    Excellent post. This is exactly the reason why I love the consumerist.

  11. Sidecutter says:

    I don’t know how likely this is to go down. Dell tried that after all. And as was rightly pointed out, the employee who leaked this could be punished for violating their agreements with the company, but Consumerist has no such obligations.

  12. bluesunburn says:

    I guess I lucked out. I got married last week, and added my wife to my family plan. I called AT&Tingular, and they set things up without a hitch.

    The extra attention might be because I’m on a corporate plan, though.

  13. Boy, nowhere on that list do I see, “Accuse the customer of being a liar and suggest she must be illiterate,” which is what happened last time *I* had to deal with AT&T customer service.

  14. It is always interesting to take a look ‘inside’ a company at some manual that they don’t want you to see. Here is an interesting document from Target Corporation FYI:

    http://www.targetfiling.blogspot.com
    or
    [groups.msn.com]

  15. BelBivDevolkswagen says:

    Is that picture from the old Southwestern Bell building in Houston?

  16. DjDynasty says:

    Sprint has a $ meter, $, $$, $$$, $$$$ and $$$$$ I bet you can guess which ones men the most profitablity. I’ve got a $ account, with 10 lines, and pay less than $200 every month. All text and internet is free, and about 45% discount every month between loyality & corporate discount

  17. toddkravos says:

    CTRL+P, yah know…just in case :)

  18. DjDynasty says:

    @Sidecutter: I leaked Sprint internal PDF’s having never worked for the company, and their legal department STILL tried to sue me for having it on my website!

  19. milty45654 says:

    Place your bets:
    What time/day will AT&T demand that Consumerist.com remove this post.

  20. annz0r says:

    I call AT&T/Cingular corporate support at least once a day at work. We have a non-standard contract with the company. Most of the reps try to enforce standard procedure, and balk if we mention that standard procedure goes against our contract. Asking for a manager usually nets us 5 minutes of hold time and the correct answer.

    Needless to say, I’m saving this page and distributing it to all of my coworkers.

  21. beyond says:

    Sorry but is it just me or is it creepy that the AT&T building is a giant block of concrete with no windows? I imagine the employees inside are just bubbling with joy.

  22. For those who want a peek at Target’s Policies:
    =====================================

    From: http://www.targetfiling.blogspot.com
    or
    [www.sitemeter.com]
    ————————–

    C. Five Steps for Apprehension
    Certified AP team members must observe all five steps prior to making a shoplifter apprehension.

    NOTE: If local law enforcement takes independent action and makes an apprehension before all five steps are met, the details must be documented in the CIRS report.

    1. Initiation of Observation – The subject must enter the store/area without possession of Target merchandise.
    2. Selection – The subject must be observed selecting Target merchandise from the display location.
    3. Concealment – The subject must be observed concealing the merchandise, or the AP team member must have NO reasonable doubt based on observations that the merchandise has been concealed by the subject.
    NOTE: If the merchandise is not actually concealed, it must be exposed as the subject exits or attempts to exit the store.
    4. Maintain Observation – The AP team member must maintain sufficient surveillance of the subject in order to know the location of the merchandise and ensure the subject does not discard the merchandise.
    NOTE: A Productive Merchandise Recovery (PMR) shall be attempted if surveillance is broken for any reason, or the AP team member can not maintain sufficient surveillance. (See PMR Directive).
    5. Failure to Pay for Merchandise/Exiting the Store -AP team member(s) must observe the subject attempt to exit the store without paying for the merchandise.
    NOTE: Some jurisdictions allow variances from the exiting requirement to allow apprehensions of concealed merchandise before an individual reaches the building’s exit. In these cases, the requirements must be documented and approved by the Director or Vice President of Assets Protection using the “Variance from Exiting Form” (found on the AP Zone).

    —————–
    D. Restroom / Fitting Room Apprehensions
    AP team members are not allowed to conduct surveillance or make apprehensions in restroom and/or fitting rooms.
    1. AP team members are not allowed to follow subject’s into a restroom or fitting room to conduct surveillance.
    2. AP team members shall not ask another team member to enter a fitting room or restroom to conduct surveillance.
    —————
    B. Searches of Private Residence or Motor Vehicles
    1. AP team members will NOT participate in a search of a private residence or motor vehicle.
    ————–
    1. Fleeing Shoplifter
    a. If a shoplifter attempts to flee after being confronted, do not give chase in any manner (running, driving, etc.).
    b. Store based AP team members shall not use any vehicle to follow or pursue a subject for any reason.
    c. AP team members shall not encourage, condone, suggest or ask another Target team member or anyone else to chase a fleeing shoplifter.
    —————-
    2. AP shall refer for prosecution all individuals apprehended for retail theft when the value of the merchandise is $20.00 or greater and the case meets local prosecution requirements.
    NOTE: If a case meets/exceeds the $20.00 referral guideline, but is NOT referred, the reason for non-referral must be included in the CIRS narrative. (Example: Local jurisdiction limits require merchandise in excess of $75.00 in order for prosecution.)
    3. A team member witness, of the same gender of the suspected shoplifter , must be present in the room at all times during the detention.
    ————–
    A. Photographing Shoplifters
    1. Adult shoplifters – AP shall photograph all adult shoplifters unless prohibited by local statutes or ordinances.
    2. Team Member Shoplifters – AP will not photograph any team member apprehended for shoplifting during working or non-working hours.
    3. Juvenile Shoplifters – AP will not photograph any juveniles apprehended for shoplifting, unless required by local statutes or ordinances.

  23. Prosumerist says:

    I wish wireless would work like credit cards – earn interest on airtime you don’t use, or get refunded.

  24. JustAGuy2 says:

    @beyond:

    They would hate it, if there were any employees inside. The building is a central office – just lots of wires, a few switches and (thanks to technology improvments) a lot of empty space, since the new gear takes up a lot less room than the older gear – no people (maybe 1 or 2 occasionally to do maintenance, but that’s it).

  25. drdavidge says:

    This was a very interesting read. I see that they mention that a lot of this stuff doesn’t apply to “Former AT&T customers”. I think am one of these former AT&T customers (I am assuming this means the pre-Cingular AT&T Wireless) and I am wondering how we are viewed upon in their standard procedures. Did anyone see anything specific about this?

    Again, thanks. This was great.

  26. crimsonwhat says:

    I do believe that there is a whole other policy for handling former AT&T Wireless customers and their complaints. But that’s another article down the road.

  27. Wow. From what I was able to read it sounds like they don’t care about former AT&T customers…but I wonder which iteration of former AT&T they mean because haven’t AT&T and Cingular merged and changed names and gone back like twice or three times now?

    On top of that it seems like if you’re caling to complain or threaten to cancel, they’re not going to attempt to retain anyone anyway, that is of course you meet their criteria for long term value (LTV). My interpretation of that (which is probably wrong) is that you have to have an expensive plan, hardly use any airtime, and you don’t roam.

  28. drdavidge says:

    After searching through, the only thing I found about former AT&T customers was this (under “Retention Procedures):

    * Follow normal save procedures for Former AT&T Wireless customers.

    So maybe we are still okay.

  29. mammalpants says:

    what i love most about this article is the photograph, which clearly shows that AT&T filled the windows of an old Sheraton with concrete. I love the warm, inviting facade!

  30. ATTSlave says:

    Old Sheraton?

  31. ATTSlave says:

    Oh by the way I work landline retentions so if you have any questions I’d be happy to answer them.

  32. mammalpants says:

    pssst, attslave…(you can see the old Sheraton logo on the building…and all of the filled windows)

  33. ATTSlave says:

    @mammalpants: [www.flickr.com]
    Kinda looks like the old Bell logo to me.

  34. JustAGuy2 says:

    href=”#c2138560″>ATTSlave:

    Exactly, the building used to have a Bell system logo on it, so it’s been around for a while (most of the CO’s have).

  35. mammalpants says:

    you are probably right. i see that now. let’s just pretend its a sheraton logo. no matter which you see, it’s still a portrait of satan!

  36. TomK says:

    I hear all the time that att Is crappy. But I know the CEO’s email address so I just let him help me with my problems. Prompt responds by people empowered to fix things.

    They have been great to me :)

  37. whydidnt says:

    I don’t really see any smoking guns here. They repeat over and over Emphasize, listen, review, attempt to resolve the problem, escalate, etc. Sounds like that’s what we would want them to do. Of course putting this on paper doesn’t mean they do a good job of getting their CSR’s to actually act accordingly.

    I can’t find a huge fault in them not wanting to make concessions to try and retain non-profitable customers either. They seem to mention only 5% of their customers fit the LTV1 profile. They don’t say throw them out (like Sprint seems to), rather it’s: just don’t go out of your way to save them. We could argue that today’s non-profitable customer is tomorrow’s profitable one, but they may have experience that shows otherwise. In any event their policy seems reasonable. Too bad we hear so many times that their employees aren’t following this policy!

  38. While I don’t take any responsibility for your doing so, it might not be a bad idea for someone to copy and paste this article before The Consumerist is forced to remove it. :)

  39. cac67 says:

    @whydidnt: Too bad we hear so many times that their employees aren’t following this policy!

    Did you notice how freaking long that thing is? They’re probably starting to read it and giving up.

  40. CuriousO says:

    @cac67:

    you are completely right, I work there and sometimes i attempt to read the standard procedures, but i just give up and end up giving wahtever customer credit….. well within reason.

  41. CLShortFuse says:

    I’m pretty sure “Former AT&T Customers” means TDMA which costs them a lot. They want to shutdown the TDMA network. They won’t let new people subscribe to it, so they’re to get that number down to zero. They aren’t considered LTV1. AT&T rather have them as LTV1

  42. CuriousO says:

    sheeeeeeeeeeeesh

  43. hardcle says:

    I’m pretty sure I was a LTV1 customer. I was a former ATT Wireless customer (GSM) and when I called them in May of ’06 to see if they could match an offer from T-Mobile, they were only willing to knock $10 off the regular price for a phone, despite the fact I was willing to spend an extra $240 over the life of a new contract. So I switched and I haven’t missed them.

  44. mrbill says:

    @BELBIVDEVOLKSWAGEN:

    Yes, that’s the SBC/ATT central office in Houston.

    see: [www.flickr.com] for the latest set of pictures I took of it.

  45. badbrains says:

    having formerly worked csr, here is some tips for all you people calling in. First is to know your own phone number/account number/order number depending on the issue, you would not believe the amount of people who do not know basics about a service they are spending hundreds of dollars on. Also if your having a tech issue do not call from the cell phone your having the issue with then get mad when the rep can not fix it, again alot is of this just common sense.You will get a call back on any phone numbers they have on record so if you get a message on home phone it is because the call to your cell did not go through to the poster above. If you get a rep that seems to not care it is because for every polite well informed caller you get literally get 60 plus calls a day from people trying to scam credits for vaild charges or just calls from people yelling because they did not take the time to look at what they were signing up for. it is hard when you first start taking calls to seperate the scammers from the legit requests for adjustments. I agree service can be terrible but if you know your own service and are to the point with the issue you call in about , you will get better service, calling up and making threats/yelling/ranting for 10 mins about being on hold/etc. well get you nowhere cs reps will tune you out if you do this, stick to your issue because it will save your time. i could write a book on this so i’ll stop here.

  46. cbear says:

    I guarantee that no one out of training has ever looked at this document again, except in the case of LTV1 customers, which are very rare (in my experience, at least).
    Also, escalating above a supervisor will never get you a callback within 2 hrs. The timeframe is -72- hours.

  47. aph3x says:

    I would simply love to know if I can call AT&T now and ask “What level of customer am I?”. It would be really interesting to see how they rank me in the system (information I’m sure they don’t want to give up anytime soon. Like the example they give, I *have* been a customer for 10 years but rarely ever call customer service and its been 5 years since the last time I was late on a payment. We will see if they decide to change any of their policies after this document (albeit old) being leaked.

  48. ballchops says:

    I can’t tell you how many times I called to get promotional stuff they offer to customers and have them tell me it CANT be done. Now I know its how you ask for it I can be that special level of customer that gets the respect he deserves. I’m not saying I call them all the time but there was a point where I was presented a GREAT offer to switch and asked them to make it worth my while to stay as I have been a customer since 1997.

  49. creativecstasy says:

    i was 10 months into a 2 year contract w/Cingular and I got out of it a few weeks ago with no problems whatsoever. How? By telling them I moved and have zero service in and around my new home. They waived the ETF and kept the account active long enough for me to port my number to the new company.

    I doubt I was LTV1 though, I paid $45/mo for 1 line and always paid on time. meh.

  50. Justin42 says:

    I was definitely LTV1. After getting tired of literally getting into near-screaming matches every time I called Cingular CSRs (and no, I am not an out of control “don’t you know who you’re dealing with” type. The screaming inevitably started on THEIR side–when online bill payments weren’t being credited to my account on time and I was being charged late fees despite their records showing what date I was supposed to be charged, etc, I got an attitude of “Didn’t anyone ever tell you to pay your bills on time?”, etc, etc) I finally decided to leave after they lied to me about an upgraded phone’s capabilities (I agreed to a 1 year renewal for a ‘world-phone’ and then discovered it wasn’t really universal. I only had renewed as I was leaving on a vacation in a couple of months and thought it’d be nice to have a phone). I called to complain and said I wanted a truly global-capable phone, and basically was told I was crazy and all they could do was refuse the phone delivery and they’d put me back on my old plan which I could cancel and get out of. (no effort made to save me) So I switched to Verizon (who I have had absolutely ZERO problems with and in my, apparently very unusual, experience find their CSRs incredibly helpful and courteous. I know many people find the opposite) and about 2 months later got a $200 early termination bill from Cingular. I called to complain about that, since I was on the old contract (which was expired). I was told I never returned the phone (which I did refuse, as I was told). Was told I made up the refusal, no one would tell me to do that, phones were not sent with valid return addresses and I would have had to pay money to return it, and basically told me I was a liar just trying to get out of my contract. She even told me that the number I called wasn’t open the day I said I talked to them [about refusing the phone] and it was impossible I spoke to them. I asked her if she’d like me to fax her a copy of my Verizon bill showing a 20+ minute call to that number at the time I said I called and the Fedex tracking number showing the refusal. She put me on hold for 10 minutes, came back, said the account was credited and closed and I was all set. It was very bizarre. (wow, sorry for the long post! Just like taking any chance to badmouth Cingular that I can.)

  51. shfd739 says:

    Im kinda curious what LTV my two lines are. We shouldnt roam hardly ever, but I do get a discount due to my employer having a large account with them.

    Ive never had any problems with their CSRs being rude or unhelpful. they have always been nice and took care of the issue in one call. For the few complicated issues we have had a friend that is one of their call center managers took care of it for us though.

  52. attrep says:

    The reason why somethings say “not for former at&t customers” is because they’re on expired plans. Once you take on a “new att” plan you are under the same rules of everyone else. I hate att. don’t get me started with some of the bullshit policies we have to enforce. if you know anyone who lives on the coast in louisiana… ask them about the roaming charges on their bill.

  53. drdavidge says:

    Hey ATTREP, do we have any sort of leverage as a customer on an expired plan? I current have a very old combination of promos and plan where I get 1000 anytime minutes for $40 a month, plus free incoming texts and 100 outgoing for $5/mo. I hate how Cingular/new AT&T charges for incoming messages and less minutes.. what crap.

  54. jd2b says:

    I recently called customer service to inquire about an upgrade. The first guy was helpful, but told me I could get a better price by going to a retail store. Well, of course the retail store said “nope.” Then I called customer service once again and got someone not so helpful who said that they changed their upgrade policy since the last time I called and now I can’t upgrade until Jan ’07, where as before my official upgrade date was Dec ’06! Does anyone know how to get around this? When I was with T-Mobile you could upgrade at anytime AND at the promotional price, you just had to extend your contract…which I was willing to do, but now AT&T has really pissed me off. HELP!!

  55. attrep says:

    thanks for the question DRDAVIDGE. I’m sorry to say there’s no way to keep it if you have a former at&t wireless plan. For what you’re paying now the most you could get would be 650 min (450 in the plan plus a max of 200 bonus min) and 200 text (incoming and outgoing). The problem is, as soon as new att equipment is added into the system, we HAVE to pick a new plan and it doesn’t give the former at&t wireless ones as an option. It sucks. If you need a new phone the only option you would have if you want to keep your same plan would be to get an unlocked phone. hopefully ths was helpful.

  56. jakeseven says:

    The building in the picture is an old Southwestern Bell central office in Houston, on W. Alabama St. The “Sheraton logo” on the building is just the shadow of the former “Ma Bell” logo. No filled-in windows, that’s just concrete cladding panels.

    That being said, I can just picture those horrid Cingular CSR’s just reading through this manual and just smirking at me through the phone. So glad I don’t have to deal with that anymore.

  57. clarencebiggs says:

    There is nothing shocking or secret about the AT&T customer service policy. The policy was put together years ago by a platoon of lawyers in order to protect AT&T and the customer (believe it or not.) I know because I have been a Service Representative with AT&T for over 20 years. What I have seen happening in those years is this: what was once a true Service oriented mentality has become a Sales oriented / bottom line mentality. Within the company, Sales and Service are synonyms. One is said to be servicing their customer well by causing that $20 monthly POTS line account to become a $150 – $300 monthly bill by adding “Bundles” (which the company claims the customer wants, when in reality they don’t), second and third and fourth lines, adding Cellular, Dish Network or U-Verse, DSL, or whatever else they can possibly think of to cause that customer to be paying as much as possible on a monthly basis. But there is still nothing particularly “wrong” with that either. AT&T is a publicly traded, for-profit company. The real problem is the people who work there. From the CEO down to the lowly CSR. With few exceptions, their sole motivation is the bottom line. How many DSL’s, Dishes or Packaged services got sold that day? AND THEY DONT CARE HOW IT HAPPENS. If the numbers are good, you might get lucky and have a great experience with your CSR on a given day. But if the numbers are bad, and the Division President is coming down on his GM’s, then the shit trickles down from the GM to the Sales Managers to the Team Leaders down to the CSR’s whose performance numbers may not be that great. Threats are made. Insults hurled. Pressure is brought to bear. Then you hear that saccharine greeting on the other end of your phone…”Thank you for calling AT&T, how can I help?” YOU are toast. In many cases, like it or not. I cant tell you how many customers I have talked to…angry customers. YOU will be lied to. YOU will be presented with promotions and gimmicks that either don’t exist, or are “embellishments” of actual promotions. In many cases, the CSR is acting on orders from his/her Manager, who cant get chewed out again by their Sales manager or the GM again. In other cases, its the CSR’s lack of Training that is to blame, as AT&T views training as a drain on the system, and would not do any of it unless the Unions which represent the CSR’s and Technicians insisted upon it. But there are still other cases of simple greed. CSR’s get a nice commission in addition to their excellent salary. Any method that can be used to boost their bottom line while not getting caught is OK with them. And if you make your numbers reliably, Management has been known to turn a blind eye to questionable, sometimes highly questionable sales practices, in spite of the multitudes of customers, many of whom have been loyal to the company for decades, calling in to the Customer Care Center 3, 4…8 times to have some package removed that they didn’t ask for, or were unaware they had alternatives to because the CSR never offered it to them. You donut offer the most affordable plan to the customers; you offer the plan that costs them the most so we can collect $600 a year for a service that costs the company $10 a year to maintain. Multiply that out by the millions of customers AT&T has and what do you get? Then imagine all the other customers…the ones who donut call us. They just assume that we wouldn’t steer them wrong and they pay their phone bill for months…years…decades…never realizing they are paying for services they donut need, donut want or donut even know that they have because they donut read their bill. You may be thinking that I’m shilling for the Unions. Far from it. The union spends all of the dues it collects from me and all my “Brothers and Sisters” defending and in many cases, getting fired employees who were fired with good reason, back on the job. Why? Because the company has to make a case against the person they want to fire. And if they messed up some minor detail of that case, they will lose their Arbitration hearing to the Union and the CSR who paid for his brand new Escalade with the money he made from lying to you over the phone, gets his job back, in many cases, WITH BACK PAY. In the meantime, the people who go to work everyday and bust ass and remain ethical are lost in the morass. The union is obsessed with this kind of bullshit, while the rest of the employees are forced to work overtime, which is a clear violation of our Union contract. But because the union thinks it ensures job security, they donut put up a fight. But I digress…Ultimately, if AT&T ever ACTUALLY put their own policy into effect, they think they would lose profits.

  58. bluethreads says:

    I am an AT&T customer, and I was on the old AT&T network.
    I have been a customer since 2001.

    I have a simple 39.99 plan
    with an extra 300 bonus minutes added on.

    and when I call, AT&T (not Cingular, but the old and new AT&T) always treat me like gold!

    I was just given an extra 250 bonus minutes, to match a T-Mobile promotion- giving me 1000 anytime minutes/free nights/weekends for 39.99

    I didn’t even have to ask for it
    I called and said I had heard of a t-mobile promotion
    5 minutes later I was talking with someone who was ASKING ME if I’d like them to match that promotion.

    no contract to sign
    just added on the minutes

    they always remind me that I am eligible for a phone upgrade.

    I do not have anything else fancy on my plan
    and I don’t use any type of internet services or roaming.

    so appearently LTV is determined by something other than being on the old/new AT&T
    and something other than the amount of money your plan costs.

  59. Anonymous says:

    Thank you for this helpful reading. I had for months an issue of incorrect billed international calls with ATT wireless. I followed the tips and mentioned to bring in FCC. Right the way, the guy gave me back the credits – $300!! For months, they refused hear my complaint and refused to let me talk to a manager. ATT wireless sucks. Three wrong bills for the last 6 months. One was with $1600 data usage though I have a monthly unlimited data usage plan!