u/EastExisting6122


I called the Loyalty Department today either resolve a month-long network failure immediately or cancel my service today after years of continued service.  During the hour-long hold I was forced to sit for during my business hours, I had time to write this email and provide detailed context of my customer experience that continues to be devalued with each call.

For the past month, my phone has been completely unable to reliably send or receive text messages to AT&T and non-AT&T customers. I have lost hours of work time on hold, been repeatedly transferred, and have even been hung up on. I spent three hours of missed work time at a retail store, where they failed to help me, forcing me to order my own replacement SIM card.

Yesterday, I was told I couldn't activate the SIM without a second phone line. Today, I borrowed my daughter's phone to call in, only for customer support to dump me into Risk Management. Despite answering every verification question correctly, the Risk Management representative told me they couldn't help me and abruptly disconnected the call.

I have done all the troubleshooting, jumped through every hoops, and faced nothing but terrible customer service and a refusal from your offshore teams to credit any part of my payments back for the month-long service dysfunction.  It is important to note that your loyalty department expressed no interest whatsoever in retaining my account, my daughter's account, and played music  from what sounded like a television in the background while she talked to me on the phone.

 As a years-long customer who has opened new individual lines for my family members and clients and who was (past tense) in the process of opening new business accounts for my employees, I researched the changes that could have possibly caused this many negative impacts to my experience and Over the past one to two years, AT&T has aggressively moved away from legacy hardware silos to build an "AI-ready" programmable platform.  Open RAN overhaul, a cloud-native 5G Standalone core, and 8RX uplink spectrum optimizations, AT&T has systematically decoupled network software from rigid legacy hardware. This shift transitions its architecture from a reactive infrastructure model into an AI-orchestrated, programmable platform that slashes cell-tower interference by up to 80%, doubles upstream mobile speeds, and delivers self-healing operational reliability directly to the network edge. All four architectural changes directly impact mobile network operability and performance.

Additional defects in your system include deleting my account's passcode within 12 hours of my calling into customer support, deleting my autodraft payment method and denying it even though they admitted they couldn't see my payment method, and denying the same password I have used every single time with the MyAT&T mobile app.  Not one of these were able changed or deleted by me, yet, when I was forced to set up a passcode again, I was able to use my original passcode, which I know is against your security policy. I understand AT&T invested in a model-agnostic, decoupled LLM infrastructure and unified account stack, which required rebuilding the consumer app to merge wireless and home internet controls into a single digital storefront.  The forced consolidation created massive software fragmentation, leaving users stuck with buggy interface changes, broken device management rules such as those I mentioned, and an app that fails to smoothly sync multi-service accounts.  The upgraded Generative AI Interactive Voice Response (IVR) platform cost AT&T billions to transition traditional phone trees into context-aware voice agents designed to handle customer requests without human intervention.  I experienced an aggressive "containment loop" that trapped me in endless, repetitive automated conversations, making it incredibly difficult to bypass the machine and reach a live human agent-which ended up being the wrong department with an offshore inbound call center agent who had no ability to assist beyond reading off of a script and beginning the cycle of transfers. CRMs powered by "Ask AT&T" generative AI was used to automate call center documentation, summarizing client interactions, and auto-generating backend ticket notes. I learned yesterday with customer service and today with the loyalty department that your staff relies solely on this for their notes and despite my requests for documentation, each person chose not to document the extent of service failures, the number of transfers, hours of wait times, failed troubleshooting, and repeated disconnected calls when the agent chose to preserve their resolution time metric for their call logs over actual resolution achievement.  At not time was I ever sent a feedback mechanism that would capture these and attach to my account. Frontline customer representatives have been turned into passive script-readers who rely on unreliable AI policy summaries, resulting in conflicting information, lost context between departments, and a complete lack of human empathy. Finally, AT&T's investment in the Oracle Fusion Cloud financial ecosystem for migrating and centralizing fragmented legacy billing, accounting, and asset data into a single corporate general ledger resulted in a bottleneck when trying to resolve the disappearance of my account management detail and payment methods.

As of this line, my service is disconnected for me to move to a more reliable carrier.  We will continue with the cancellation of the rest of the lines I have brought to AT&T's network thereafter.  Additionally, I will be publishing this account of my experiences to the platforms with the most reach for consumer protection to make others aware.  Either your technology leadership and the Big4 consulting firm you give your money to are not proficient or are purposely sabotaging your business and quite publicly.

EDITING TO NOTE that AT&T's loyalty department lied to me a 2nd time about unlocking my phone and porting my number, which i brought to AT&T years ago. I called the new carrier to have it switched over and they are saying my number is not available jut 15 minutes later. Now that my account is cancelled, they are claiming they cannot retrieve my number that is tied to my MFA's. I will be forwarding this to the FCC

I called the Loyalty Department today either resolve a month-long network failure immediately or cancel my service today after years of continued service.  During the hour-long hold I was forced to sit for during my business hours, I had time to write this email and provide detailed context of my customer experience that continues to be devalued with each call.

For the past month, my phone has been completely unable to reliably send or receive text messages to AT&T and non-AT&T customers. I have lost hours of work time on hold, been repeatedly transferred, and have even been hung up on. I spent three hours of missed work time at a retail store, where they failed to help me, forcing me to order my own replacement SIM card.

Yesterday, I was told I couldn't activate the SIM without a second phone line. Today, I borrowed my daughter's phone to call in, only for customer support to dump me into Risk Management. Despite answering every verification question correctly, the Risk Management representative told me they couldn't help me and abruptly disconnected the call.

I have done all the troubleshooting, jumped through every hoops, and faced nothing but terrible customer service and a refusal from your offshore teams to credit any part of my payments back for the month-long service dysfunction.  It is important to note that your loyalty department expressed no interest whatsoever in retaining my account, my daughter's account, and played music  from what sounded like a television in the background while she talked to me on the phone.

 As a years-long customer who has opened new individual lines for my family members and clients and who was (past tense) in the process of opening new business accounts for my employees, I researched the changes that could have possibly caused this many negative impacts to my experience and Over the past one to two years, AT&T has aggressively moved away from legacy hardware silos to build an "AI-ready" programmable platform.  Open RAN overhaul, a cloud-native 5G Standalone core, and 8RX uplink spectrum optimizations, AT&T has systematically decoupled network software from rigid legacy hardware. This shift transitions its architecture from a reactive infrastructure model into an AI-orchestrated, programmable platform that slashes cell-tower interference by up to 80%, doubles upstream mobile speeds, and delivers self-healing operational reliability directly to the network edge. All four architectural changes directly impact mobile network operability and performance.

Additional defects in your system include deleting my account's passcode within 12 hours of my calling into customer support, deleting my autodraft payment method and denying it even though they admitted they couldn't see my payment method, and denying the same password I have used every single time with the MyAT&T mobile app.  Not one of these were able changed or deleted by me, yet, when I was forced to set up a passcode again, I was able to use my original passcode, which I know is against your security policy. I understand AT&T invested in a model-agnostic, decoupled LLM infrastructure and unified account stack, which required rebuilding the consumer app to merge wireless and home internet controls into a single digital storefront.  The forced consolidation created massive software fragmentation, leaving users stuck with buggy interface changes, broken device management rules such as those I mentioned, and an app that fails to smoothly sync multi-service accounts.  The upgraded Generative AI Interactive Voice Response (IVR) platform cost AT&T billions to transition traditional phone trees into context-aware voice agents designed to handle customer requests without human intervention.  I experienced an aggressive "containment loop" that trapped me in endless, repetitive automated conversations, making it incredibly difficult to bypass the machine and reach a live human agent-which ended up being the wrong department with an offshore inbound call center agent who had no ability to assist beyond reading off of a script and beginning the cycle of transfers. CRMs powered by "Ask AT&T" generative AI was used to automate call center documentation, summarizing client interactions, and auto-generating backend ticket notes. I learned yesterday with customer service and today with the loyalty department that your staff relies solely on this for their notes and despite my requests for documentation, each person chose not to document the extent of service failures, the number of transfers, hours of wait times, failed troubleshooting, and repeated disconnected calls when the agent chose to preserve their resolution time metric for their call logs over actual resolution achievement.  At not time was I ever sent a feedback mechanism that would capture these and attach to my account. Frontline customer representatives have been turned into passive script-readers who rely on unreliable AI policy summaries, resulting in conflicting information, lost context between departments, and a complete lack of human empathy. Finally, AT&T's investment in the Oracle Fusion Cloud financial ecosystem for migrating and centralizing fragmented legacy billing, accounting, and asset data into a single corporate general ledger resulted in a bottleneck when trying to resolve the disappearance of my account management detail and payment methods.

As of this line, my service is disconnected for me to move to a more reliable carrier.  We will continue with the cancellation of the rest of the lines I have brought to AT&T's network thereafter.  Additionally, I will be publishing this account of my experiences to the platforms with the most reach for consumer protection to make others aware.  Either your technology leadership and the Big4 consulting firm you give your money to are not proficient or are purposely sabotaging your business and quite publicly.

EDITING TO NOTE that AT&T's loyalty department lied to me a 2nd time about unlocking my phone and porting my number, which i brought to AT&T years ago. I called the new carrier to have it switched over and they are saying my number is not available jut 15 minutes later. Now that my account is cancelled, they are claiming they cannot retrieve my number that is tied to my MFA's. I will be forwarding this to the FCC