Run for your life! AT&T's Customer Service has been taken-over by Zombies! I was an AT&T customer for 30+ years but not anymore. I am convinced that AT&T is SCAMMING their clients for millions of dollars, just by forcing them to use 'Operator Assisted' calls caused by their own faulty phone service lines. When I recently called AT&T customer service about a like incident all of the reps that I spoke to, eerily in an almost spooky-way, responded in the same scripted, accented, mono-tone, word-for-word dialogue about some quirky rule that they "can not reimburse for an Operator Assisted call" and that it was basically my own fault for being forced to use an operator.
I tried, in vain to explain to their customer service folks what happened, as it was so obvious from looking at the phone bill, the terms of events leading up to the forced ‘Operator Assistance'. Looking back, it would have been easier not to have called and just spoken to a brick wall. Never mind that a number I was able to dial prior, using the same exact phone just minutes before was no longer considered valid according to AT&T's system. I can even, remember at the time thinking how nice it was for AT&T to send an operator to assist with connecting my call. Wow! I was thinking such great customer service, until I got slapped with a huge AT&T bill!
AT&T charged me $50+ for a call that lasted less than 10 minutes because it was an ‘Operator Assisted' call. This call would have normally been less than $1 according to my calling plan. I was basically being forced into a situation to pay an exorbitant amount for using an operator, because of AT&T's own faulty service lines. How odd that a valid number all of a sudden became invalid and that I could not make a connection without their own operator to assist! This smacks of extortion.
At one point, when I called AT&T's customer service, and asked to speak to a manager, I got a ‘fake-supervisor du jour', who read off the same scripted response as the initial, non-supervisory representative, when I then asked him for his manager, I was told that he has "an OFF-line Manager" and that "I could not escalate this issue any further" and was than giving a PO Box to write my complaint to.
I believe that AT&T is scamming people for millions using forced ‘Operator Assisted' calls and in general, a shut-out client service tactic, with little recourse for the consumer.