Horrible ATT Prepaid Customer Service: do they just try to force us to manage stuff online as a business strategy?
Our company gives each new driver a new upper end iPhone with a prepaid ATT account so they are always locate-able if needed, always with a paid phone that's on, and so they can run tracking, milage, and other work-related apps.
120 drivers, more than 90 active accounts, and in 7 years never once have we reached a customer service agent in under an hour for ANY category of problems.
Today I was reminded of this again as I tried to reach them to get some "transfer pin" number so I could change my own personal phone to Verizon, and not only is the "transfer pin" ACTUALLY 123456 but it took me 2 hours (today's attempt) to reach someone. 20+ minutes on hold, to only be hung up on (you can hear them click and the background noises) and then another hold, only to be talking to someone who seemed intentionally unhelpful.
Does the company just consider customer migration the cost of doing business, and then just accepts the ones who do what they can online as the acceptable retained customer? It's been this way for YEARS. This is our last month with ATT for 80+ accounts (at least) but I can't help but wonder if this doesn't cost them way more business than they realize?