I was calling AT&T to disconnect my mom's wireless service because she passed away. Got passed around to three different customer service agents and spent at least a combined 15 minutes waiting on hold.
Spoke with Forrest in wireless services. Gave him all account information including 4 digit pin to which his response was "perfect." He transferred me to customer retention/loyalty. Spoke with Ashley. Gave her the same 4 digit pin.
She claimed it was incorrect. Pin was correct 10 minutes earlier. Doesn't make sense. She could not explain why pin was now not acceptable, help me in any way, nor would she let me speak with her manager.
She suggested I go to a store to handle after I spent 30-40 minutes on the phone. AT&T's web site is very misleading regarding how easy they make this process sound. They offer their condolences all the way to the bank while they get another monthly payment from a deceased customer.
What a racket and how completely insensitive. It's all about the $, don't let them fool you with their bogus customer service comments.