AT&T rep fought tooth and nails to prevent a subscriber from canceling a line”
Part of a chat that went on for longer than an hour between an AT&T customer and a rep
Every time the customer made it clear that he did not want to do anything but cancel the line, the rep came back with something to offer. At one point, the customer informs the rep, “Can you please go ahead and help me cancel that line? My lunch break is almost over.” Other times the subscriber had to type, “Plz god cancel it,” and “I didn’t know I need to repeat cancel the line for 17 mins.”
“The rep might not have fully recognized what a hassle he was turning this into, but he did write, “I am so sorry for the inconvenience, however I want to make you aware of the best options and the best offers.” The rep also suggested, even after the customer implored him to cancel the line, that the subscriber’s best bet was to suspend the account. The customer had to continue the text conversation during a work meeting. Soon, the live chat had hit the 30-minute mark.
“Can you think of any friends or family that could benefit from using this line for their phone, smart watch, or another device,” asked the AT&T rep. Now at this stage, you have to give the customer some credit for having some patience and not demanding to speak to a supervisor. He said that he would no longer answer any questions unless it had to do with the cancellation of the line.
AT&T ended up losing more than just the one line that the customer requested by cancelled
AT&T, and all of the other majors, need to tell their customer service reps that the customer is always right and that a rep should not stand in the way of allowing a customer to cancel service.
