Monday, May 12, 2008

Bell South and closing an account

I have been trying to disconnect phone service for a family member for a month now and there is no way to do this online. As a matter of fact, I can't even find out who to call. Today, I went back to their site and I saw that they had a Live Chat. Here is my experience with it. I've changed the name of the agent to protect their privacy.

Chat InformationPlease wait for a representative to respond.

Chat InformationAll representatives are currently assisting others. Thanks for your patience. A representative will be with you shortly.

Chat InformationThank you for chatting with AT&T. My name is . How may I help you today?

you: hi,

you: i wanted to cancel my service and there is no way to do it online

A: Hello, how may I assist you?

you: i tried since mid lat month and no go

you: how do i do that?

you: i no longer live in florida

A: For security purposes we are unable to process your request to disconnect service via online. You would need to contact the business office at 1.888.757.6500 option 4 and a specialist would be more than happy to assist you with your request. Hours of operation are Monday thru Friday 700am-600pm central time and then on Saturday 700am-400pm central time.

you: i think that is no a good customer service

you: just fyi, FPL [Florida Power and Light] did it online with ease

A: I sincerely apologize, for security reasons you would need to speak with a representative.

A: Is there anything else I can assist you with today?

you: 1). The information you just gave me about how to close an account is not even avaialble online

you: i'd like you to search your own web site and see if you can find that info. I am so upset with you all about this

you: it is as if you dont want a customer to be able to close an account so u make it difficult

you: i'd like you to send my comment to a manager who can review it please

you: thanks for your help today.

A: Thank you for doing business with AT&T. Have a great day!

A: Since we have not heard back from you, we will go ahead and disconnect the chat. Thank you for choosing AT&T, we appreciate your business. If you need further assistance please visit www.bellsouth.com and click the "contact us" button and send us an email.

Chat InformationBe sure to visit our Special Offers page at www.bellsouth.com/promos to see current offers for Residential customers. Or www.bellsouth.com/smallbusiness for Small Business customers.

The nerve of trying to sell me crap after all this.

I then called the number given and they wanted to hear nothing of my protesting about not being able to do this online. Actually, it was difficult to find the close/cancel option and when I did, the sub-menu did not have the cancel option, eventually I got a person who helped.

They get into retention mode and when I told them it was a move, they wanted to sell me service at the new address. Not at all after this bad service. I told them we now have a mobile so no need. Absolutely rude they were and they always ask that stupid question, if they gave maximum customer service; duh?

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