Charlie: Hello, I’m Charlie, your AT&T Virtual Expert. I’m not a real person, but I’m here to answer questions about your AT&T service. What can I help you with today?
You: Why is this month’s bill higher than ever before, with no explanation?
Charlie: I can help you with questions about your bill. Is this your first bill?
[me: click “request a Live Chat agent”]
Charlie: OK, I’d be glad to connect you to a Live Chat agent. First, can you please tell me your full name?
You: MYOB, “Charlie” the robot
Charlie: Thank you. May I also have your account number?
Your wait time is estimated to be from 2 to 3 minutes.
Thank you for choosing AT&T. A representative will be with you shortly.
All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
You are now chatting with Kenneth.
Kenneth: Thank you for contacting AT&T chat customer support. My name is Kenneth. How can I help you today?
You: Why has my bill suddenly gone up with no explanation?
Kenneth: I really apologize for the inconvenience caused to you and will be more than happy to assist with your billing issue And I will make sure that your concern is resolved today.
May I have your account number please?
So that I can help you in a better way.
You: not sure which of the several numbers I’ve already entered that might be — oh here it is
Kenneth: Thank you.
Could you wait for a minute while I am going through your account details?
You: I’ve already waited 10 or 15 minutes – really need to get back to work ASAP
Kenneth: Please allow me a quick minute.
I would like to inform you that Your promotion is expired this month However, I won’t let you pay a penny extra! I’ll take care of your issue right now.
I would like to inform you I have processed the credit of $2.53 for you and hope I was able to get the smile back on your face
You: I was told when I signed up for this “promotion” that my bill would go DOWN not UP when it ended–???
What can I expect after this month?
Kenneth: This month form next month on ward your bill is $38.00.
You: that sure isn’t going DOWN from $19
Kenneth: And As I can see that I can provide you double speed at the same price.
You: I don’t want double speed, I want my bill to go back to the $16 it was before
Kenneth: I do understand that.
However I have put a remark on your account to re apply the promotion on your account.
And you also need to call at 1800-999-1083.
I can assure you that once you will call at this number, you will get the best possible resolution.
You: that’s it for you?
Kenneth: They will give you confirmation number and the promotion will apply with in 1-2 billing cycle.
and I assure you you’ll get a reasonable bill for sure.
You: is that all? now I get to wait another half hour on hold with AT&T?
Kenneth: Congratulations! Your request has been processed and thank you for being so loyal customer of AT&T. We are so happy that you chose AT&T for your service. We look forward to providing excellent service to you.
