A Pennsylvania woman’s frustrating experience with AT&T is gaining attention online after she shared a heated exchange with a store manager over a phone issue and a missing $1,100 trade-in credit.
Lee (TikTok/lbunch528) recorded the interaction at an AT&T store in the Willow Grove Mall, claiming she was unable to “prove” that someone was attempting to take her phone and trade-in credit. In the video, she explains that she’s been a “20-year customer” and was simply looking for her issue to be resolved with “some urgency.”
At the start of the clip, Lee is visibly frustrated, saying the same manager she had spoken to earlier on the phone had “laughed” at her and began walking away. The manager, however, accuses Lee of “yelling” and tells her they won’t “get anywhere” if she continues.
This sets Lee off, where she further explains that the problem is that managers keep talking over her, even on the phone. “I couldn’t even finish my thought to tell you what the problem was,” Lee says. Meanwhile, the AT&T manager continues to prove Lee’s point by cutting her off.
“This should’ve been done 30 days ago,” Lee says. Instead, just three hours prior, Lee had been in contact with their manager and was prompted to show up onsite. By then, her problem would be resolved. “You should’ve made me a priority,” Lee says to the AT&T manager. Lee ended up waiting another 45 minutes.
On top of playing phone tag during her work hours, she complains that AT&T didn’t even “notify” her about her phone being at the store. If she hadn’t called about her bill, who knows what would’ve happened? “And again, you showed no urgency to me,” Lee says before the two give the argument a break. The resolution to her problem, according to Lee, took no more than five minutes.
What People Had to Say About Lee’s Customer Service Experience
Dozens of comments were left on Lee’s TikTok video, all of which shared their dissatisfaction with AT&T. To many, it was unsurprising that AT&T’s customer service would be this dismissive and disrespectful.
One woman told Lee she did “great,” and that “Accountability and communication is key.” She also strongly urged that the employees there should take “classes.” Another person commenting in the same thread pointed out access to “leadership courses” but that most “didn’t take them.”
Another person got right to the point, “Customer is correct and the manager knows it. Just apologize and take care of it.” A TikTok user suggested it was just “too much pride.”
One commenter even shared that they too had “a problem with that store” just months prior. She said once she went through AT&T’s consumer relations department, it took “48 hours” for the problem to be resolved. She also received credits on her account. So, (rightfully) complaining does yield results!
