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New Rules for Authorized Users in stores

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Posted by: classylady78

Have you experienced a lot of flack about the new rules regarding verifying accounts?

Are you all checking IDs?

I get yelled at about 5 times a day, by someone who isn't an authorized user and/or doesn't have ID.

I even had a customer sent to us from another store, and she was told by them (now keep in mind this is what I am being told by the customer) that the customer didn't need her mother (who was the account holder with no authorized users) to do an upgrade.

I am sick of getting yelled at for following policy. And I wanted to know what you all thought of these new procedures. Also I wanted to hear if you all are getting yelled at like me!


Posted by: ivwshane

You aren't alone and if we all follow policy eventually customers will stop yelling.

Just remember that these aren't our rules, these are the fcc's rules.


Posted by: yvonnebrc

We get yelled at from time to time but like your example of the girl coming from another store. You know she wasn't authorized on the account. She knew she wasn't. The only people that have yelled at me are people that shouldn't have access to the account. People who are supposed to have access understand and have even thanked me for verifying so thoroughly.


Posted by: smg1976

The main issue that comes up is "my name is on the account" (i.e. primary user for that particular line). They don't understand that that's not the same thing as being listed as an authorized user. I explain that if their name isn't on that list that I can't even tell them what balance is owed on the account. That's always a fun discussion.

Did you realize that technically we're supposed to verify their account before even troubleshooting?

And to answer your question, I do check ALL ID's.

What's crazy is, CS gets calls all day long and does the same verification that we used to do.


Posted by: smg1976

The majority of customers actually do appreciate us checking ID's, and understand why we're doing it.

The resistance usually comes from young people, or from people who are sent in to take care of problems, by the account owner.


Posted by: classylady78

Well the best one was this older guy who needs to get a new phone. He is not on the account at all (not even as a primary user) and the account is in his son's name.
I explain the new policy, and tell him he could either have his son call cs and put him on as an authorized user or his son can accompany him to the store. So he then says well let me call him. I give him one of our store phones to call, and he wants me to GIVE him his son's cell or home number. I explained I was sorry I couldn't do that, and this guy freaked, said he was going to go to verizon because they care about their customers. He then said well you can DIAL his number. No way. I am not giving out information on an account when this guy couldn't verify by last month's standards. He even asked for my manager! I wanted to point him across the street to verizon. I am pretty sure they have the same ID rules, since it is the FCC who made them.

And yes most of the flack is by people who are not authorized, or who don't have their ID. But I do get yelled at a lot and I am getting sick of it.


Posted by: fusiclover

Quote:
Originally Posted by smg1976
The majority of customers actually do appreciate us checking ID's, and understand why we're doing it.

The resistance usually comes from young people, or from people who are sent in to take care of problems, by the account owner.


Pretty much. Although I work for Sprint, not AT&T, we run into the same thing.

Most of the time it comes from the wife or husband of the account holder. Sprint changed the policy of authorized users to *only* account holders about two years ago, and although there has been some resistance, it's worked out pretty well.

If anyone gives me a hard time, I tell them its for THEIR benefit, which it is. Perhaps the husband and wife don't talk as much as they should, and she doesn't know that he doesn't want to renew the contract, but she needs a new phone and wants to upgrade.

We've also had situations in the past where the ex will come in and try to add a line, or cancel a phone, or upgrade, but they aren't authorized... <usually there is a BIG note on the account regarding it,.... it can be kinda funny to watch it play out actually>.

It can go both ways. I've been yelled at for not allowing customers to upgrade/add/change the account because they aren't authorized, and I've been yelled at because some other store allowed someone to upgrade the phone and renew a contract who WASN"T authorized, and now a year later the woman wants to cancel the line and thought the line was out of contract.

Sometimes, you just can't win... but do what you need to do to keep your job. Your boss wont yell at you for doing things correctly--even if the customer doesn't like it.


Posted by: lowoncash

i get yelled at least 3 times a day by customers for this very reason. what i hate is when they call customer care and cc says that they dont put people on the authorized users list. they say that all they need to do is verify the name and last four of the ssn. My assistant manager got into an argument with a customer care manager b/c the cc manager refused to put someone on the list. we finnally had to email him a copy of the policy.


Posted by: holaDude

Quote:
Originally Posted by lowoncash
i get yelled at least 3 times a day by customers for this very reason. what i hate is when they call customer care and cc says that they dont put people on the authorized users list. they say that all they need to do is verify the name and last four of the ssn. My assistant manager got into an argument with a customer care manager b/c the cc manager refused to put someone on the list. we finnally had to email him a copy of the policy.


CSP has it listed as, Authorized Retailer User. I know all about this and customers can now log in to olam and add them from there. We add them the same way that we that we would add authorized users.


Posted by: FormerRuling

Quote:
Originally Posted by lowoncash
i get yelled at least 3 times a day by customers for this very reason. what i hate is when they call customer care and cc says that they dont put people on the authorized users list. they say that all they need to do is verify the name and last four of the ssn. My assistant manager got into an argument with a customer care manager b/c the cc manager refused to put someone on the list. we finnally had to email him a copy of the policy.


Mostly because AT&T made a HUGE DEAL about "No more Authorized Users" back when they went to the Last 4 and Name verification. Then all of a sudden like 2 months ago we literally just get an email that says 'Now you add Retail Authorized Users - this is TOTALLY DIFFERENT than Authorized Users, Don't get them confused we still hate Authorized Users.' and thats about all we got.

Then a store rep calls in and asks to add an Authorized User...thus prompting your post.

And the fact that a lot of Managers are just paper-pushers and wouldn't know how to be a call rep if their life depended on it.


Posted by: classylady78

Quote:
Originally Posted by FormerRuling
Mostly because AT&T made a HUGE DEAL about "No more Authorized Users" back when they went to the Last 4 and Name verification. Then all of a sudden like 2 months ago we literally just get an email that says 'Now you add Retail Authorized Users - this is TOTALLY DIFFERENT than Authorized Users, Don't get them confused we still hate Authorized Users.' and thats about all we got.

Then a store rep calls in and asks to add an Authorized User...thus prompting your post.

And the fact that a lot of Managers are just paper-pushers and wouldn't know how to be a call rep if their life depended on it.


I actually had a problem just yesterday with a cust care rep telling a customer there are no more authorized users....yet in opus the spot says "authorized user" it does not say "retail authorized user" either way that is splitting hairs. Apparently there are cust care reps who do not know about the FCCs new rule about IDs in stores, and they actually tell customers they only need the last four of the customers social.

So basically we are made to look like liars. Why would I not want to help someone. I make money off of upgrades and/or features.

We all need to be on the same page so we don't look like a bunch of idiots. And I am just trying to do my job with a minimal amount of yelling directed at me.


Posted by: Lambert

Quote:
Originally Posted by classylady78
Have you experienced a lot of flack about the new rules regarding verifying accounts?

Are you all checking IDs?

I get yelled at about 5 times a day, by someone who isn't an authorized user and/or doesn't have ID.

I even had a customer sent to us from another store, and she was told by them (now keep in mind this is what I am being told by the customer) that the customer didn't need her mother (who was the account holder with no authorized users) to do an upgrade.

I am sick of getting yelled at for following policy. And I wanted to know what you all thought of these new procedures. Also I wanted to hear if you all are getting yelled at like me!


I'm assuming this ID checking this varies by market? I have not heard of this yet.


Posted by: lowoncash

Quote:
Originally Posted by Lambert
I'm assuming this ID checking this varies by market? I have not heard of this yet.



it shouldnt vary, its an fcc regulation. it really applies to everyone..

question for anyone in customer care...what should a customer ask when he wants to be added to the authorized user list? b/c you are saying that it does not appear as authorized user on your system.


Posted by: smg1976

Quote:
Originally Posted by lowoncash
it shouldnt vary, its an fcc regulation. it really applies to everyone..

And as an FCC rule, applies to all carriers, not just AT&T.


Posted by: smg1976

Don't you love it when customers go to pay their bill at the paystation, and some of them don't know the last four of the SSN? Some of them end up paying their bill at a register, but we are not allowed to tell them the balance owed (if they can't verify), or if there's a past due balance; we can only take their money, whatever they intended on paying, and give them a receipt.


Posted by: FormerRuling

Quote:
Originally Posted by lowoncash
it shouldnt vary, its an fcc regulation. it really applies to everyone..

question for anyone in customer care...what should a customer ask when he wants to be added to the authorized user list? b/c you are saying that it does not appear as authorized user on your system.

Well, a lot of reps aren't in on the retail auth user thing. Sadly like others have said the company tends not to keep everyone on the same page.

I would specifically say "Retail Authorized User". Its still called Authorized User in the systems, which further causes confusion.


Posted by: holaDude

Quote:
Originally Posted by lowoncash
it shouldnt vary, its an fcc regulation. it really applies to everyone..

question for anyone in customer care...what should a customer ask when he wants to be added to the authorized user list? b/c you are saying that it does not appear as authorized user on your system.


The account holder is the only one authorized to add on the authorized retail user.


Posted by: lowoncash

does anyone know the exact location in telegence where it is found? i had a customer care rep who couldnt find any place to put authorized retail user.


Posted by: cingman66

My beef with this whole situation is that CS doesn't play by the same rules. They don't have to verify an ID because they can't physically SEE the ID anyway. As for customers yelling...we never encounter that.


Posted by: Imissmy2160

I have been walking new lines left and right from my own customers of whom I have been dealing with for years. These are all families and they are getting their phones online or over the phone as a result of this. To date, I have kept track, a loss 11 lines due to this policy. And lost an entire account all together who cancelled service (4 line family plan ) due to the fact that the other members on the account cannot access the account with the ease that was done before. This FCC policy is not bad though - when you look at it in the eyes of the average consumer, at least in my opinion. But the company is gonna have to set realistic goals and work with reps / management when it comes to sales goals when you can't even look up an account due to the fact you do not have the end user present.


Posted by: krisguy

Quote:
Originally Posted by Imissmy2160
I have been walking new lines left and right from my own customers of whom I have been dealing with for years. These are all families and they are getting their phones online or over the phone as a result of this. To date, I have kept track, a loss 11 lines due to this policy. And lost an entire account all together who cancelled service (4 line family plan ) due to the fact that the other members on the account cannot access the account with the ease that was done before. This FCC policy is not bad though - when you look at it in the eyes of the average consumer, at least in my opinion. But the company is gonna have to set realistic goals and work with reps / management when it comes to sales goals when you can't even look up an account due to the fact you do not have the end user present.


I don't see a problem with the policy in my market. Wives are understanding when I say that when their husband setup the account, we didn't add you as an authorized user. 9 times out of 10, the hubby stops in on the way home from work, I explain it to him, then add wifey as authorized.

If you have a customer that takes issue with that, explain that the FCC is putting customer privacy in line with the credit card industry, especially since account issues with us CAN affect your credit. That line seems to make it stick.


Posted by: krisguy

Quote:
Originally Posted by cingman66
My beef with this whole situation is that CS doesn't play by the same rules. They don't have to verify an ID because they can't physically SEE the ID anyway. As for customers yelling...we never encounter that.


Yep. I explain to my customers that I can't see the SSN at the store anymore, which I can't. OPUS has the entire SSN blocked now, even after verification.


Posted by: crazyfishinut

The problem that I see with this whole situation is the FCC. This "rule" is not law, although it is been treated like it is. There are possible fines involved if companies are not incompliance with this "rule." Isn't it up to Congress to pass federal laws, not just some agency of federal government to impose its will on everyone. While I do see some of the possible benefits from this rule, I dont agree with its authority.


Posted by: krisguy

Quote:
Originally Posted by crazyfishinut
The problem that I see with this whole situation is the FCC. This "rule" is not law, although it is been treated like it is. There are possible fines involved if companies are not incompliance with this "rule." Isn't it up to Congress to pass federal laws, not just some agency of federal government to impose its will on everyone. While I do see some of the possible benefits from this rule, I dont agree with its authority.


Congress gave the FCC the power to levee fines if it's rules are not followed when Congress created the FCC. Believe me, my ham radio license may not be made by an actual law, but if I screw up and break the rules, the fines are real, under blanket approval from Congress.

BTW, Congress does this all the time. I'm sure that our elected officials can't deal with bigger stuff if they have to pass little laws governing changes on a 1040. That's why they gave authority to the IRS to handle little stuff. Policy and rules from the FCC fall in the same catagory.


Posted by: SoCal91302

Quote:
Originally Posted by lowoncash
i get yelled at least 3 times a day by customers for this very reason. what i hate is when they call customer care and cc says that they dont put people on the authorized users list. they say that all they need to do is verify the name and last four of the ssn. My assistant manager got into an argument with a customer care manager b/c the cc manager refused to put someone on the list. we finnally had to email him a copy of the policy.


I had to direct the woman to customer service since she was not on the account as an authorized user. The CS rep told her that she could have access to the account in store with the last 4 of the SSN. I asked if she could hand the representative over to me when she finishes. She was not aware of any changes to the way retail representatives allow access to accounts (the was about two weeks into the new requirements). I explained the FCC guidelines to her so she, and her coworkers, would be in the know. Once again, a communication company that specializes in miscommunication.


Posted by: trenen

yeah, it totally sucks.

i have had a couple of incidents where the customer waited for an hour to be helped, only to find they needed to be an authorized user, and if they were not, would have to have access to the authorized user's driver's license expiration, billing pass code, and last four of the social. Of course...those people didn't have ANY of that information and got pissy. I understand why at&t does it, but at the same time there has to be another way to verify.


Posted by: classylady78

Quote:
Originally Posted by SoCal91302
I had to direct the woman to customer service since she was not on the account as an authorized user. The CS rep told her that she could have access to the account in store with the last 4 of the SSN. I asked if she could hand the representative over to me when she finishes. She was not aware of any changes to the way retail representatives allow access to accounts (the was about two weeks into the new requirements). I explained the FCC guidelines to her so she, and her coworkers, would be in the know. Once again, a communication company that specializes in miscommunication.



This is what gets me the most. By now, CS should all have been told about this. It makes us look like we don't want to help the customer and we are just following guidelines. I have actually have CS reps argue with me and get beligerent over this. It boggles my mind. One rep who was basically yelling at me telling me I was an idiot, I asked for his email, so I can email him the policy. He gave me the wrong email.


Posted by: SoCal91302

Quote:
Originally Posted by classylady78
This is what gets me the most. By now, CS should all have been told about this. It makes us look like we don't want to help the customer and we are just following guidelines. I have actually have CS reps argue with me and get beligerent over this. It boggles my mind. One rep who was basically yelling at me telling me I was an idiot, I asked for his email, so I can email him the policy. He gave me the wrong email.


See if he notated the account. If so, his email is his cuid @att.com. Or you can look him up by name.


Posted by: classylady78

No he didn't notate. I wonder why. LOL.


Posted by: cingman66

Why don't we just have customers go home and call us...that way we can use CS's rules for verifying an account, which apparently are very lax. Then have the customer come in to pick up the phone.

Or we can just ignore the new policies...

Just a suggestion. ; )


Posted by: holaDude

Quote:
Originally Posted by classylady78
This is what gets me the most. By now, CS should all have been told about this. It makes us look like we don't want to help the customer and we are just following guidelines. I have actually have CS reps argue with me and get beligerent over this. It boggles my mind. One rep who was basically yelling at me telling me I was an idiot, I asked for his email, so I can email him the policy. He gave me the wrong email.


This was reviewed with us by our managers about 1-2 months ago. So there shouldn't be any issue here. Sorry to say that you did have an issue and the CS rep did not review CSP and follow procedures.

To add a customer as an ARU is no different than adding someone as an authorized user when we were able to add them on. Just click on tab 2 in telegence and click authorized user, and then you would add the name there.

You can request CS to call the account holder, which i will offer to do, and then they can advise the account holder and add the person on should they want to. I will tell you this, 90% of the time the account holder will refuse to add them as an ARU and will call the person that went into the store as they don't want anyone to upgrade the account except them.

While CS does have a few different rules, only the account holder is allowed to add a new line to the account over the phone.


Posted by: classylady78

Quote:
Originally Posted by cingman66
Why don't we just have customers go home and call us...that way we can use CS's rules for verifying an account, which apparently are very lax. Then have the customer come in to pick up the phone.

Or we can just ignore the new policies...

Just a suggestion. ; )


We aren't supposed to verify over the phone.


Posted by: classylady78

Quote:
Originally Posted by holaDude
This was reviewed with us by our managers about 1-2 months ago. So there shouldn't be any issue here. Sorry to say that you did have an issue and the CS rep did not review CSP and follow procedures.

To add a customer as an ARU is no different than adding someone as an authorized user when we were able to add them on. Just click on tab 2 in telegence and click authorized user, and then you would add the name there.

You can request CS to call the account holder, which i will offer to do, and then they can advise the account holder and add the person on should they want to. I will tell you this, 90% of the time the account holder will refuse to add them as an ARU and will call the person that went into the store as they don't want anyone to upgrade the account except them.

While CS does have a few different rules, only the account holder is allowed to add a new line to the account over the phone.


This was a CS rep who decided to call the store to tell me I was stupid, in no uncertain terms. I even have had CS reps demand that I do the upgrade in question because the customer knew the last 4 of the social.

Personally I just get upset, because it "looks" like I don't want to help them. I make money off of upgrades, features or activations. I want to do them, but I am not getting into trouble if an accountholder shows up and asks why I let their kid, wife etc upgrade a line.

I have told the customers who don't want to add the person as an authorized user that they can accompany them to the store to do the upgrade. They want to be able to give a one time authorization, and I cannot do that, I used to be able to do that until the new policy.


Posted by: cingman66

Quote:
Originally Posted by classylady78
We aren't supposed to verify over the phone.


So, why can CS verify over the phone? Seems like a giant loophole for anyone wanting to fraudulently upgrade service, doesn't it?


Posted by: classylady78

Because we can look at IDs in the store. You cannot look at an ID over the phone. I am not sure if it is "official" policy, but at my store we do not give out any info over the phone. I think it is so we don't have to worry about someone doing something wrong. Like someone lying about who they are to get info. So basically it is cover your @ss. We are more accountable in the store than CS is. It is stupid to a point, but I don't make the FCC rules.


Posted by: cingman66

Quote:
Originally Posted by classylady78
Because we can look at IDs in the store. You cannot look at an ID over the phone. I am not sure if it is "official" policy, but at my store we do not give out any info over the phone. I think it is so we don't have to worry about someone doing something wrong. Like someone lying about who they are to get info. So basically it is cover your @ss. We are more accountable in the store than CS is. It is stupid to a point, but I don't make the FCC rules.


Sounds like just one more reason for customers to NOT have to/want to visit a store...so AT&T can keep all the commissions to themselves. But then again, I am rather cynical...

Bottom line is that there are different rules for different channels and that is a heaping, smelly pile of BS. Glad I'm an Agent...no Big Blue looking over my shoulder...


Posted by: removed

I hope you guys don't mind some input from a customer who has had issues with this new policy. Back in December, I had CS move my number from my name to my employer's account since one of the perks with my employer is that they will add my phone to their AT&T account and pay for it.

We hit a snag over the phone that required me to go to a retail store and pick up a new SIM card. The lady I spoke with in the Maitland, FL store looked up my phone number, saw the different name, and refused to have anything to do with me after she noticed the difference. I tried to explain that ownership of the number was changed no more than 10 minutes before, and I even gave her the name and direct phone number of the CS supervisor we'd been dealing with throughout the night, but she got even more rude and unreasonable as I tried to plead my case; eventually telling me to "just leave".

I'm not posting this to complain or anything like that. I just hope you guys can see that sometimes the customer isn't just trying to pull a fast one on the company.

Side note: I eventually took care of this by going to a different store, and talking to a nice rep who was more than happy to verify my account and talk to the CS supervisor we were dealing with earlier. She stayed at the store with me well past closing time, making sure that we got my account activated and the number ported over just in time for the holidays.


Posted by: classylady78

Quote:
Originally Posted by removed
I hope you guys don't mind some input from a customer who has had issues with this new policy. Back in December, I had CS move my number from my name to my employer's account since one of the perks with my employer is that they will add my phone to their AT&T account and pay for it.

We hit a snag over the phone that required me to go to a retail store and pick up a new SIM card. The lady I spoke with in the Maitland, FL store looked up my phone number, saw the different name, and refused to have anything to do with me after she noticed the difference. I tried to explain that ownership of the number was changed no more than 10 minutes before, and I even gave her the name and direct phone number of the CS supervisor we'd been dealing with throughout the night, but she got even more rude and unreasonable as I tried to plead my case; eventually telling me to "just leave".

I'm not posting this to complain or anything like that. I just hope you guys can see that sometimes the customer isn't just trying to pull a fast one on the company.

Side note: I eventually took care of this by going to a different store, and talking to a nice rep who was more than happy to verify my account and talk to the CS supervisor we were dealing with earlier. She stayed at the store with me well past closing time, making sure that we got my account activated and the number ported over just in time for the holidays.



Well the second rep did the wrong thing. Our policy is clear. Just because CS says its ok doesn't mean it is OK. She broke FCC guidelines. CS could have sent you a sim if that was the case. The first rep did the right thing.

We don't like the policy, but we have to follow it. Our company can get fined and that rep who helped you can lose her job.


Posted by: icesk8rwnabe

I don't know if this is incorrect, but I was told that as long as they're an authorized user on the account, we can just verify their information and then we can do an upgrade - so if the daughter is an authorized user on the account that is really under her mother's name, we can let her upgrade, but not add a new line or add text messaging or anything like that. But i have gotten a lot of hell from people about checking their ID's... they act like I'm trying to screw them..


Posted by: classylady78

If the daughter is listed as an authorized user, depending on the level of authorization (you have to look) she can do an upgrade and add features. If she is listed as information only, all you can do is give info. An authorized user cannot add a line or cancel service.


Posted by: icesk8rwnabe

on pos.com can you see the level of authorization? i don't think i've heard that one. i don't know how to do that if it is possible on pos.com


Posted by: cingman66

Quote:
Originally Posted by classylady78
If the daughter is listed as an authorized user, depending on the level of authorization (you have to look) she can do an upgrade and add features. If she is listed as information only, all you can do is give info. An authorized user cannot add a line or cancel service.



There are no "levels" of authorization for us to view in PDC I or II, so all we see is authorized user or not.

You guys at COR are really taking this new policy WAYYYY too seriously.


Posted by: classylady78

We have OPUS at the COR stores, and it shows what level of authorization.

So you are ok with an FCC fine? Maybe losing your job? I take it seriously because I am not about to lose my job over it. It is not AT&T's policy. It is an FCC guideline and we have to follow it. The problem with a policy like this, isn't the policy it is the people who don't follow it and make the rest of us look like we just want to give the customer a hard time.


Posted by: icesk8rwnabe

Quote:
Originally Posted by cingman66
There are no "levels" of authorization for us to view in PDC I or II, so all we see is authorized user or not.

You guys at COR are really taking this new policy WAYYYY too seriously.


Thanks. I was confused there. While I do think it's making life a bit more difficult for tons of people, I'm kind of glad that we are doing this. I have a very common first and last name... and I've had 3 other people on my credit that weren't even me! It's hard to dispute claims and I've had to do it 3 times in the past year. So, for those of us like "John Smith", I'm kind of happy to provide ID. It'd be a lot nicer if the freakin Credit Bureau could verify what they're doing a little better (like.. by social security number and birthdate?) They used my address which starts 2606... and that's where they messed up and put 3 others on my credit with a "2606" address. I know it's extreme to verify all this, but I'm a little impressed.
*One lady didn't even have the same name as me... say my name is Ashley L. Miller, her name was Ashley D. Miller!!!


Posted by: cingman66

Quote:
Originally Posted by classylady78
We have OPUS at the COR stores, and it shows what level of authorization.

So you are ok with an FCC fine? Maybe losing your job? I take it seriously because I am not about to lose my job over it. It is not AT&T's policy. It is an FCC guideline and we have to follow it. The problem with a policy like this, isn't the policy it is the people who don't follow it and make the rest of us look like we just want to give the customer a hard time.


I seriously doubt that there would ever be a fine imposed for what we do...nor a loss of job. I respect that you want to follow the rules and I understand that COR is 100 times more strict about these things than Agents, so I can see where you are coming from.

Most of our business is repeat business...customers we have dealt with for years and years. So if someone's daughter comes in to upgrade her phone without the parent in tow, I simply make a phone call to verify that it is all right to proceed. In 12 years, this has NEVER been a problem. Customers we don't know by name and face are a different story. Anything that sounds hinky will raise a red flag and we will follow procedure to a "T." But for our "everyday" customers, there really is no point in creating havoc and ill feelings in the store.


Posted by: ivwshane

Quote:
Originally Posted by removed
I hope you guys don't mind some input from a customer who has had issues with this new policy. Back in December, I had CS move my number from my name to my employer's account since one of the perks with my employer is that they will add my phone to their AT&T account and pay for it.

We hit a snag over the phone that required me to go to a retail store and pick up a new SIM card. The lady I spoke with in the Maitland, FL store looked up my phone number, saw the different name, and refused to have anything to do with me after she noticed the difference. I tried to explain that ownership of the number was changed no more than 10 minutes before, and I even gave her the name and direct phone number of the CS supervisor we'd been dealing with throughout the night, but she got even more rude and unreasonable as I tried to plead my case; eventually telling me to "just leave".

I'm not posting this to complain or anything like that. I just hope you guys can see that sometimes the customer isn't just trying to pull a fast one on the company.

Side note: I eventually took care of this by going to a different store, and talking to a nice rep who was more than happy to verify my account and talk to the CS supervisor we were dealing with earlier. She stayed at the store with me well past closing time, making sure that we got my account activated and the number ported over just in time for the holidays.


In that situation I would have giving you a sim card and told you to call care to have them activate it.

If you are not the account holder we can't (are not supposed to) touch the account.


Sure it sucks but don't complain to att, complain to the FCC.


Posted by: holaDude

Quote:
Originally Posted by classylady78
If the daughter is listed as an authorized user, depending on the level of authorization (you have to look) she can do an upgrade and add features. If she is listed as information only, all you can do is give info. An authorized user cannot add a line or cancel service.


In telegence you can have a ARU, and a user name. The latter of the two is just listing the name on the bill so the customer knows which line belongs to which person, and for the CID. The user name can be found on tab five of telegence and does not mean that they are an ARU.


Posted by: classylady78

In opus the user name is on the other side of the screen (right side).


Posted by: JustJoe

But for those of us COR reps with CARE and TLG logins... they come in very handy sometimes.




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