I am so frustrated with the customer service that I have received.

Question

I have been a loyal AT&T customer for many years. I added a phone to my account for my wife over three years ago. This September, I added two more phones to my account for family members on the AT&T next program. I pay my bill every single month. In June, I checked the account on the MyAT&T app and saw that one of the phones was missing. I called AT&T and was told that the phone was ported out. I was upset about this and the representative that I spoke with said that there was nothing to worry about and that there are no charges to me for this phone number or the phone. With that understanding, I thought that everything was settled. I got my bill and the full retail cost of the phone was charged to my account and automatically withdrawn from my bank account. I called AT&T upon seeing this and was transferred from department to department because nobody could seem to figure out what they were doing. I finally got to a Monique G in the Retention department who told me that I would need to speak with the global fraud department regarding the issue. I called the Fraud department and they told me that it isn't their problem and that I would need to speak with the Port-out department (the second department that I spoke with in this whole circus). I called back as I couldn't wait on hold for the 15+ minutes that it would take for someone to answer my phone call to, undoubtedly, transfer me to someone else just to be told that it isn't their problem either.I called back tonight and was told that I need to speak with the Retention department. The first person that I spoke with was very empathetic and apologetic. She was trying to find ways to resolve the issue and I told them that, as I know that it isn't necessarily their fault either that all of this happened, the number was ported out of MY ACCOUNT without my permission and I just want the number to be ported back into the account and I will continue paying the installment plan though I have no access to the phone. The first person that I spoke with told me that it could be ported back in but that, as my service had been disconnected at this point, I would have to wait for the charge to be reversed before my phone could be turned back on. I asked her if I could speak with a supervisor that might be able to make it happen sooner. She got a supervisor on the phone with me that did not have one empathetic bone in her body. She, from the beginning, made me feel like I was the *** of the earth and said that I only have one option: pay for the phone. I tried to bring up other options for resolution and she kept telling me that my only option was to pay for the phone. Then she told me that I tied up their phones for too long. I explained to her that a majority of the time was me being on hold. Then she hung up on me. I called back and they were closed.I urge any person, if you are thinking about doing ANY business with AT&T, don't do it! They don't stand by their word, actions, promises, or product.

Answer 1

If It's Been Less Than 60 Days Since The Port Out Happened,
You Should Be Able To Port That Number Back In.
However You Would Need The Wireless Account Information Of The Account Where The Number Is Currently Active.
Such As The Acct #, Last 4 Of Social, Passcode, Etc.
It Might Even Be Possible To Reinstate The Next Agreement.
You Can Call Customer Service And Request To Talk To The Winback Team.