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I am writing to express my extreme dissatisfaction with the customer service I received at the Redmond AT&T store, specifically from the store manager, Vania. On June 6, 2024 @7:30pm, I visited the store seeking clarification about an overstated upcoming bill related to adding a new line last month.
Despite being assured of an activation-free new line and discounts for my other two existing lines, my upcoming bill did not align with these expectations. Vania attempted to explain the situation by referring to "proration," but her explanations were insufficient, leaving me feeling frustrated and unheard.
During our interaction, I noticed Vania's name tag on her shoulder, which led to her questioning why I looked at it. I explained that I was merely trying to address her by name. Instead of addressing my concerns, she escalated the situation by calling the billing department and reporting an incident. Unfortunately, the billing department agent's response was equally unhelpful, as they insisted that Vania had explained everything adequately. I was not even sure if she called to her friend because she was going to back store and she called from mobile phone.
I felt that both Vania and the billing department were more focused on supporting each other than genuinely assisting me. Frustrated and dissatisfied, I expressed my preference for seeking further help online. As a final attempt to resolve the issue, I informed Vania that I would write a positive review for her. However, her unexpected rudeness—teething at me—left me shocked and disappointed.
I cannot help but feel that Vania's behavior was influenced by my ethnicity or origin, as she seemed to dismiss my concerns and assume superiority. Her eagerness to obtain an incident report number further suggests that she anticipated my dissatisfaction and wanted to preempt any potential complaint against her.
I urge AT&T to investigate this matter thoroughly and take appropriate action. As a loyal customer, I expect respectful and professional treatment, regardless of my background. I hope that AT&T will address this issue promptly and ensure that other customers do not face similar mistreatment. I will take this issue seriously to further steps. I finally got a wonderful support with care from online support team selina and I’ve got an adequate response understanding the very ground for my simple and logical question as I have expected where the problem could be.
