Please wait for a chat agent to respond.
All chat agents are currently assisting others. Thanks for your patience. A chat agent will be with you shortly.
You are now chatting with 'Lucky G'
Lucky G: Welcome to AT&T Premier Support. I am reading your question and will be right with you.
Bob: ty
Lucky G: I'd be more than happy to assist you with this.
Lucky G: Is XXX-XXX-8216 the AT&T wireless number in question/
Bob: yes, thats the one I need to keep...the 6092 line needs to go away with the new contract
Lucky G: Alright.
Lucky G: For security purposes, can you please provide me with your full name, the account holder's name, and the last 4 digits of the account holder's social security number? You can also provide the account pass code if you have one in place for verification purposes.
Bob: Robert M Bishop XXXX
Lucky G: Thank you for the information.
Bob: acct password XXXXXXX
Lucky G: Please allow me a moment.
Bob: np
Lucky G: As I can check your account your one line is suspended and one is activated.
Bob: yes, the suspended line..XXX6092 needs to be dropped
Bob: for the new contract
Lucky G: You have to cancel your suspended line and change your voice plan to a Individual one.
Bob: sigh....don't want a cancel charge for dropping the line...
Lucky G: And as I have checked your account, your rate plan code has been expired. You can select the same plan you currently have to update the code in the account. Your rollover minutes will be reduced to the minutes on the rate plan you select.
Bob: that doesn't mean a lot to me...
Lucky G: You have to pay $ 60.00 if you cancel your suspended wireless number 6092.
Bob: ks...not much help here....my contract expires in 6 days..I am trying to establish a new contract and you seem to be trying to hit me up for $60
Lucky G: You can wait till 01/17/2011 after which you will not be charged the Early Termination Fee.
Bob: so you and ATT appear to not be proactive about keeping a customer....why do I need to wait?
Bob: I am trying to get things done before the date
Bob: not after the fact
Lucky G: I can understand your concern however if you cancel your service within the contract then you have to pay the "Early Termination Fee".
Lucky G: You can wait till your contract ends and then make the changes.
Bob: sigh...not cancelling the contract...read above...establishing a new one
Bob: so you refuse to help me now...?
Lucky G: You have to pay the "Early Termination Fee" if you cancel your service now as there is no other option.
Bob: I don't believe that...why can't you set the ground work for me to order my new phone and service?
Lucky G: You can go for a upgrade as your wireless number XXX-XXX-8216 is eligible for an upgrade and you can purchase a phone at discounted price with 2 year commitment.
Bob: please answer my question, directly
Lucky G: You can upgrade now however if you cancel your suspended line then you have to pay the "Early Termination Fee" of $ 60.00.
Bob: May I please speak with your supervisor?
Bob: Are you purposefully trying to chase me to another carrier?
Bob: I do not want to upgrade....I want a new contract with a single line, keeping my existing number
Bob: with a new phone
Lucky G: There is no other option to cancel your service without paying the "Early Termination Fee" as you are under a contract.
Lucky G: However once your contract ends you can cancel your line without paying any amount.
Bob: I don't want to cancel the existing contract that is expiring in six days..I am trying to establish a new contract
Lucky G: Please understand that once your contract expires you can cancel your suspended line and upgrade your other line with 2 year commitment.
Bob: I want to set it up now...not after the fact...I want to get the phone in shipment..not after the fact...
Bob: May I please speak (text) with your supervisor?
Lucky G: Please allow me a moment.
Bob: ty
Lucky G: Please hold as I transfer you to my supervisor. Thank you for using Premier; my supervisor will be right with you.
Anita : To confirm, you want to terminate the service for one of your line (currently suspended) and looking a Blackberry torch for the other line. Is that correct?
Bob: No.
Bob: I have a contract that expires in 7 days.
Bob: I am trying to establish a new contract for a single line keeping my 8216 number and geta new phone....
Anita : Alright, so you just want to renew the contract for one line and want a new phone for the other?
Bob: how ever you want to word it, I guess...just do not want cancellation charges or upgrade charges
Bob: I DO NOT WANT A NEW PHONE FOR THE OTRHER LINE!
Bob: listen...keep it simple...current contract has two lines..it is expiring...
Bob: I want a new contract for one line (8216) with a new phone
Anita : Thank you for the information and I apologize for making any kind of confusion on this.
Anita : I'd be more than happy to assist you with this.
Bob: ty
Bob: am I speaking with a bot..? Lucky G: I'd be more than happy to assist you with this.
Bob:
Anita : Let me navigate you to shop for a new phone for you line 8216 along with renewing you contract.
Anita : Please let me know when you are ready.
Bob: have already tried that...your site keeps telling me I can't because of the suspended phone number..why do you think I am here in chat?
Anita : Alright.
Bob: and/or it wants to charge upgrade fees or cancellation fees
Bob: and that is not acceptable for a returning customer
Anita : The $18 Upgrade Fee is the standard charge for equipment order processing. To view the discounts available to you through your company, click the "Online Offers" link at the top of the Premier website. If the upgrade fee is waived via your discount program, it would be stated on your Online Offers page; otherwise, it would be charged.
Bob: unacceptable
Bob: why should I pay to upgrade to a new phone, after paying for it to begin with?
Anita : May I provide you the steps to upgrade your wireless number XXX-XXX-8216.
Bob: I am not with a company...
Anita : The Upgrade Fee is a standard charge for equipment order processing.
Bob: I don't want an upgrade! Have you followed the conversation so far?
Bob: I want a new contract, single line, with a new phone.
Bob: Really, this is exasperating..I am not at a Chevy dealer asking to buy a Ford..it's a phone line for goodness sakes..
Anita : I understand your concern. However, if you buy a new device and a new contract for your existing number, this is called an upgrade.
Bob: not according to the FCC...
Bob: anyways...are you going to help me?
Bob: I am not paying a fee to get a new contract with an existing number
Bob: nor, pay a cancel fee on a line being dropped on the expiring contract
Anita : I will definitely help you. You will get a new contact and a new device at full discounted prices and you are just going to pay one time upgrade fee for that.
Bob: ks...maybe I need the next supervisor in line above you..or go to Verizon..
Anita : Also, you do not have to pay a cancellation fee for your other line. (If you do not cancel).
Bob: no..no upgrade fee for continuing my service with you...it isn't a favor to me...why should I pay to continue business with you?
Bob: That contract is expiring!!!! Not cancelling it!!!!
Anita : I understand your concern. Yes, that contract is expiring.
Bob: sigh..why are you making this so difficult?
Bob: I am willing to keep my service at ATT, even though 9 out of 10 folks say to switch to Verizon...
Bob: I want to establish a new contract for an existing number and buy a new phone...
Anita : Alright, I am going to provide you a upgrade fee waiver.
Bob: seems pretty straight forward...and whatever you want to call the charges, they can be credited so I don't pay a dime except for the phone
Anita : You can use the code 'Waive18' at the shopping cart page.
Bob: ty
Bob: can't it be done here..you know the page isn't going to let me select re new contract with one line
Bob: or establish new contract
Bob: but drop one line
Lucky G: I'm sorry for the delay. I'll be right with you.
Bob: ????
Bob: Lucky.....are you paying attention?
Lucky G: You have to enter the code while Shopping.
Bob: no, it can be done right here and while on line
Bob: if you want my continued business...same as if it was on the phone...
Lucky G: I cannot place the order for you either you have to place this online or over the phone.
Lucky G: If you want to order online I can provide you the steps.
Bob: fine..call me......XXXXXXXX 8216 or XXXXXXX5577
Bob: I am not going to be sent to the site that doesn't know about this convo
Bob: did Anita go to lunch?
Bob: trying to stay lighthearted about this but you are really making this difficult
Lucky G: Anita is having some system issues.
Lucky G: To place an order over the phone, please call the Premier Support Center at 1-866-499-8008, select option #3 then #5 again, Monday - Friday from 8:00 AM - 9:00 PM EST.
Bob: Call for Verizon assistance...lol
Lucky G: Do you have any questions regarding the information we discussed today?
Bob: yes...I want to speak to a real person I guess..as this form of assistance isn't very helpful it appears
Lucky G: We cannot call you as this is a chat process and I can resolve your concern through chat.
Bob: no, you want my business..you call me.
Bob: you haven't been able to do so, so far...
Bob: so ATT chat folks, don't have access to a phone line?
Lucky G: Please place your order on the above number I have provided you.
Bob: sure hope you are recording all this so it can be viewed by others...
Lucky G: No, we do not have access to a phone line.
Bob: no, you need to call me
Bob: will be polite and not call you on that...
Bob: please, trying to get this done on a day off...why can't you be customer supportive?
Lucky G: If you want to speak to someone you can call at our customer care center.
Lucky G: Please contact our Customer Care Center at 1-800-331-0500,
Lucky G: Mon-Fri: 7am-9pm
Lucky G: Sat: 9am-6pm
Lucky G: Sun: Closed
Bob: I want you to call me...ATT wants to keep me as a customer....
Bob: just don't have a call center make the call please..
Lucky G: We do not have the access to call you so I would request you to please call on the above number If you want to speak to us.
Bob: I am not making the call.....you need to do something to keep my business..don't put the onus on me....
Bob: It's not my requirement to give you business...
Lucky G: I can understand your frustation.
Bob: no, you really can't, believe me...
Lucky G: And really apologize for the inconvenient cause.
Lucky G: Please try to understand me.
Bob: then get a customer rep to call me then.
Lucky G: And hope you will cooperate with us ( AT&T policy).
Bob: ....be sure to link them to this convo
Bob: waiting till you coperate with me...
Bob: o^
Lucky G: I would request you to please call on the above numbers If you want to speak to a customer care executive.
Bob: I don't want to speak with them..THEY NEED to speak with me for my continued business...
Bob: I have been very polite here....and we both know your site won't allow me to express what has happened here in this convo
Lucky G: Please try to understand that we are here for your help and if we would have the access to call you we would have definitely called you.
Bob: have you checked the site to contact a rep and tell them to call me?
Bob: lol
Lucky G: You can place your order over the phone as the system is not allowing you to do so.
Bob: come on, you want me to believe you have no contact with ATT reps?
Lucky G: Please allow me a moment.
Bob: fine...have them cal me then please...
Bob: l^
Bob: ty
Lucky G: I'm sorry for the delay. I'll be right with you.
Bob: lol
Lucky G: Thank you for your patience. I am putting up the notes regarding your concern and our voice department would definitely contact you.
Bob: when?
Lucky G: I am putting up the notes now.
Bob: and when will the call be?
Lucky G: You have to make the call on the customer care number and they will check the notes and will resolve your issue.
Bob: no...they need to call me...the only person I will call is Verizon if ATT doesn't follow thru on a customer issue...
Bob: in a timely manner to boot
Lucky G: I will be right with you.
Bob: they always seem to have time to spam my phone or e-mail with offers...but now that I want some help, it is my responsibility to contact them..interesting thought
Lucky G: I am sorry but we cannot call you and you have to call our customer care center as there is no other option.
Lucky G: Do you have any questions regarding the information we discussed today?
Bob: yes..I want it resolved by an ATT rep calling me..pretty simple.....you have their number..call them and have them call me please. Thanks.
Bob: ??
Lucky G: I can put the notes so that when you call our customer care center they would get to know about your concern and resolve.
Lucky G: However the call has to be made by you as we do not have the option to call you.
Bob: not gonna call..its on them
Bob: the only number I plan on calling is 1-800-VER-IZON
Bob: then you call them and they can call me...
Bob: Anita...you still on lunch? Can you help here?
Lucky G: We do not have the access to call our customer care center to tell then to call you as both are different departments.
Bob: you have the number..you gave it to me...
Lucky G: Yes, I have the number but do not have access to call them.
Bob: then tell Anita to..or her boss...this is not really consumer friendly at all...
Bob: in fact...connect me with Anita's supervisor please..ty.
Lucky G: Please contact our Customer Care Center at 1-800-331-0500,
Lucky G: Mon-Fri: 7am-9pm
Lucky G: Sat: 9am-6pm
Bob: no. They need to call me.
Lucky G: Sun: Closed
Bob: I am closed on Sundays to.
Bob: waiting...
Bob: I hear Verizon has the I-phone now...
Lucky G: Do you have any questions regarding the information we discussed today?
Bob: yes...when are they going to call me?
Chat session has ended.
All chat agents are currently assisting others. Thanks for your patience. A chat agent will be with you shortly.
You are now chatting with 'Lucky G'
Lucky G: Welcome to AT&T Premier Support. I am reading your question and will be right with you.
Bob: ty
Lucky G: I'd be more than happy to assist you with this.
Lucky G: Is XXX-XXX-8216 the AT&T wireless number in question/
Bob: yes, thats the one I need to keep...the 6092 line needs to go away with the new contract
Lucky G: Alright.
Lucky G: For security purposes, can you please provide me with your full name, the account holder's name, and the last 4 digits of the account holder's social security number? You can also provide the account pass code if you have one in place for verification purposes.
Bob: Robert M Bishop XXXX
Lucky G: Thank you for the information.
Bob: acct password XXXXXXX
Lucky G: Please allow me a moment.
Bob: np
Lucky G: As I can check your account your one line is suspended and one is activated.
Bob: yes, the suspended line..XXX6092 needs to be dropped
Bob: for the new contract
Lucky G: You have to cancel your suspended line and change your voice plan to a Individual one.
Bob: sigh....don't want a cancel charge for dropping the line...
Lucky G: And as I have checked your account, your rate plan code has been expired. You can select the same plan you currently have to update the code in the account. Your rollover minutes will be reduced to the minutes on the rate plan you select.
Bob: that doesn't mean a lot to me...
Lucky G: You have to pay $ 60.00 if you cancel your suspended wireless number 6092.
Bob: ks...not much help here....my contract expires in 6 days..I am trying to establish a new contract and you seem to be trying to hit me up for $60
Lucky G: You can wait till 01/17/2011 after which you will not be charged the Early Termination Fee.
Bob: so you and ATT appear to not be proactive about keeping a customer....why do I need to wait?
Bob: I am trying to get things done before the date
Bob: not after the fact
Lucky G: I can understand your concern however if you cancel your service within the contract then you have to pay the "Early Termination Fee".
Lucky G: You can wait till your contract ends and then make the changes.
Bob: sigh...not cancelling the contract...read above...establishing a new one
Bob: so you refuse to help me now...?
Lucky G: You have to pay the "Early Termination Fee" if you cancel your service now as there is no other option.
Bob: I don't believe that...why can't you set the ground work for me to order my new phone and service?
Lucky G: You can go for a upgrade as your wireless number XXX-XXX-8216 is eligible for an upgrade and you can purchase a phone at discounted price with 2 year commitment.
Bob: please answer my question, directly
Lucky G: You can upgrade now however if you cancel your suspended line then you have to pay the "Early Termination Fee" of $ 60.00.
Bob: May I please speak with your supervisor?
Bob: Are you purposefully trying to chase me to another carrier?
Bob: I do not want to upgrade....I want a new contract with a single line, keeping my existing number
Bob: with a new phone
Lucky G: There is no other option to cancel your service without paying the "Early Termination Fee" as you are under a contract.
Lucky G: However once your contract ends you can cancel your line without paying any amount.
Bob: I don't want to cancel the existing contract that is expiring in six days..I am trying to establish a new contract
Lucky G: Please understand that once your contract expires you can cancel your suspended line and upgrade your other line with 2 year commitment.
Bob: I want to set it up now...not after the fact...I want to get the phone in shipment..not after the fact...
Bob: May I please speak (text) with your supervisor?
Lucky G: Please allow me a moment.
Bob: ty
Lucky G: Please hold as I transfer you to my supervisor. Thank you for using Premier; my supervisor will be right with you.
Anita : To confirm, you want to terminate the service for one of your line (currently suspended) and looking a Blackberry torch for the other line. Is that correct?
Bob: No.
Bob: I have a contract that expires in 7 days.
Bob: I am trying to establish a new contract for a single line keeping my 8216 number and geta new phone....
Anita : Alright, so you just want to renew the contract for one line and want a new phone for the other?
Bob: how ever you want to word it, I guess...just do not want cancellation charges or upgrade charges
Bob: I DO NOT WANT A NEW PHONE FOR THE OTRHER LINE!
Bob: listen...keep it simple...current contract has two lines..it is expiring...
Bob: I want a new contract for one line (8216) with a new phone
Anita : Thank you for the information and I apologize for making any kind of confusion on this.
Anita : I'd be more than happy to assist you with this.
Bob: ty
Bob: am I speaking with a bot..? Lucky G: I'd be more than happy to assist you with this.
Bob:
Anita : Let me navigate you to shop for a new phone for you line 8216 along with renewing you contract.
Anita : Please let me know when you are ready.
Bob: have already tried that...your site keeps telling me I can't because of the suspended phone number..why do you think I am here in chat?
Anita : Alright.
Bob: and/or it wants to charge upgrade fees or cancellation fees
Bob: and that is not acceptable for a returning customer
Anita : The $18 Upgrade Fee is the standard charge for equipment order processing. To view the discounts available to you through your company, click the "Online Offers" link at the top of the Premier website. If the upgrade fee is waived via your discount program, it would be stated on your Online Offers page; otherwise, it would be charged.
Bob: unacceptable
Bob: why should I pay to upgrade to a new phone, after paying for it to begin with?
Anita : May I provide you the steps to upgrade your wireless number XXX-XXX-8216.
Bob: I am not with a company...
Anita : The Upgrade Fee is a standard charge for equipment order processing.
Bob: I don't want an upgrade! Have you followed the conversation so far?
Bob: I want a new contract, single line, with a new phone.
Bob: Really, this is exasperating..I am not at a Chevy dealer asking to buy a Ford..it's a phone line for goodness sakes..
Anita : I understand your concern. However, if you buy a new device and a new contract for your existing number, this is called an upgrade.
Bob: not according to the FCC...
Bob: anyways...are you going to help me?
Bob: I am not paying a fee to get a new contract with an existing number
Bob: nor, pay a cancel fee on a line being dropped on the expiring contract
Anita : I will definitely help you. You will get a new contact and a new device at full discounted prices and you are just going to pay one time upgrade fee for that.
Bob: ks...maybe I need the next supervisor in line above you..or go to Verizon..
Anita : Also, you do not have to pay a cancellation fee for your other line. (If you do not cancel).
Bob: no..no upgrade fee for continuing my service with you...it isn't a favor to me...why should I pay to continue business with you?
Bob: That contract is expiring!!!! Not cancelling it!!!!
Anita : I understand your concern. Yes, that contract is expiring.
Bob: sigh..why are you making this so difficult?
Bob: I am willing to keep my service at ATT, even though 9 out of 10 folks say to switch to Verizon...
Bob: I want to establish a new contract for an existing number and buy a new phone...
Anita : Alright, I am going to provide you a upgrade fee waiver.
Bob: seems pretty straight forward...and whatever you want to call the charges, they can be credited so I don't pay a dime except for the phone
Anita : You can use the code 'Waive18' at the shopping cart page.
Bob: ty
Bob: can't it be done here..you know the page isn't going to let me select re new contract with one line
Bob: or establish new contract
Bob: but drop one line
Lucky G: I'm sorry for the delay. I'll be right with you.
Bob: ????
Bob: Lucky.....are you paying attention?
Lucky G: You have to enter the code while Shopping.
Bob: no, it can be done right here and while on line
Bob: if you want my continued business...same as if it was on the phone...
Lucky G: I cannot place the order for you either you have to place this online or over the phone.
Lucky G: If you want to order online I can provide you the steps.
Bob: fine..call me......XXXXXXXX 8216 or XXXXXXX5577
Bob: I am not going to be sent to the site that doesn't know about this convo
Bob: did Anita go to lunch?
Bob: trying to stay lighthearted about this but you are really making this difficult
Lucky G: Anita is having some system issues.
Lucky G: To place an order over the phone, please call the Premier Support Center at 1-866-499-8008, select option #3 then #5 again, Monday - Friday from 8:00 AM - 9:00 PM EST.
Bob: Call for Verizon assistance...lol
Lucky G: Do you have any questions regarding the information we discussed today?
Bob: yes...I want to speak to a real person I guess..as this form of assistance isn't very helpful it appears
Lucky G: We cannot call you as this is a chat process and I can resolve your concern through chat.
Bob: no, you want my business..you call me.
Bob: you haven't been able to do so, so far...
Bob: so ATT chat folks, don't have access to a phone line?
Lucky G: Please place your order on the above number I have provided you.
Bob: sure hope you are recording all this so it can be viewed by others...
Lucky G: No, we do not have access to a phone line.
Bob: no, you need to call me
Bob: will be polite and not call you on that...
Bob: please, trying to get this done on a day off...why can't you be customer supportive?
Lucky G: If you want to speak to someone you can call at our customer care center.
Lucky G: Please contact our Customer Care Center at 1-800-331-0500,
Lucky G: Mon-Fri: 7am-9pm
Lucky G: Sat: 9am-6pm
Lucky G: Sun: Closed
Bob: I want you to call me...ATT wants to keep me as a customer....
Bob: just don't have a call center make the call please..
Lucky G: We do not have the access to call you so I would request you to please call on the above number If you want to speak to us.
Bob: I am not making the call.....you need to do something to keep my business..don't put the onus on me....
Bob: It's not my requirement to give you business...
Lucky G: I can understand your frustation.
Bob: no, you really can't, believe me...
Lucky G: And really apologize for the inconvenient cause.
Lucky G: Please try to understand me.
Bob: then get a customer rep to call me then.
Lucky G: And hope you will cooperate with us ( AT&T policy).
Bob: ....be sure to link them to this convo
Bob: waiting till you coperate with me...
Bob: o^
Lucky G: I would request you to please call on the above numbers If you want to speak to a customer care executive.
Bob: I don't want to speak with them..THEY NEED to speak with me for my continued business...
Bob: I have been very polite here....and we both know your site won't allow me to express what has happened here in this convo
Lucky G: Please try to understand that we are here for your help and if we would have the access to call you we would have definitely called you.
Bob: have you checked the site to contact a rep and tell them to call me?
Bob: lol
Lucky G: You can place your order over the phone as the system is not allowing you to do so.
Bob: come on, you want me to believe you have no contact with ATT reps?
Lucky G: Please allow me a moment.
Bob: fine...have them cal me then please...
Bob: l^
Bob: ty
Lucky G: I'm sorry for the delay. I'll be right with you.
Bob: lol
Lucky G: Thank you for your patience. I am putting up the notes regarding your concern and our voice department would definitely contact you.
Bob: when?
Lucky G: I am putting up the notes now.
Bob: and when will the call be?
Lucky G: You have to make the call on the customer care number and they will check the notes and will resolve your issue.
Bob: no...they need to call me...the only person I will call is Verizon if ATT doesn't follow thru on a customer issue...
Bob: in a timely manner to boot
Lucky G: I will be right with you.
Bob: they always seem to have time to spam my phone or e-mail with offers...but now that I want some help, it is my responsibility to contact them..interesting thought
Lucky G: I am sorry but we cannot call you and you have to call our customer care center as there is no other option.
Lucky G: Do you have any questions regarding the information we discussed today?
Bob: yes..I want it resolved by an ATT rep calling me..pretty simple.....you have their number..call them and have them call me please. Thanks.
Bob: ??
Lucky G: I can put the notes so that when you call our customer care center they would get to know about your concern and resolve.
Lucky G: However the call has to be made by you as we do not have the option to call you.
Bob: not gonna call..its on them
Bob: the only number I plan on calling is 1-800-VER-IZON
Bob: then you call them and they can call me...
Bob: Anita...you still on lunch? Can you help here?
Lucky G: We do not have the access to call our customer care center to tell then to call you as both are different departments.
Bob: you have the number..you gave it to me...
Lucky G: Yes, I have the number but do not have access to call them.
Bob: then tell Anita to..or her boss...this is not really consumer friendly at all...
Bob: in fact...connect me with Anita's supervisor please..ty.
Lucky G: Please contact our Customer Care Center at 1-800-331-0500,
Lucky G: Mon-Fri: 7am-9pm
Lucky G: Sat: 9am-6pm
Bob: no. They need to call me.
Lucky G: Sun: Closed
Bob: I am closed on Sundays to.
Bob: waiting...
Bob: I hear Verizon has the I-phone now...
Lucky G: Do you have any questions regarding the information we discussed today?
Bob: yes...when are they going to call me?
Chat session has ended.
Last edited by a moderator:
