I'm an ex at&t employee. I can honestly say is the worst job I ever had. Since day 1 I noticed their selling practices were not the best. I have been in sales for a long time, and I can tell you that I felt so cheap working for AT&T because of the way they treat their customers.
First of all, AT&T does NOT have a customer service department. AT&T has 1 department, SALES, which handles all complaints, billing issues, so on, so on. Because you are speaking to a sales rep when you are calling about your bill, expected to be sold something. If you don't want to buy it, it may still appear on your next bill. AT&T plays the odds, and the odds are that you may not look at your bill next month, so they may get away with the sale.
There are two common sayings at AT&T, 1) "It is what it is" 2) "What's in it for you."
The first one means, that when a rep would feel so bad about the way a customer is being treated, for example, charged with bogus charges or someone upgrade their service without authorization, as a human you want to help the customer, but our manager would not allow us. The manager would say something like "it is what it is" too bad for the customer but there is not thing that we can do.
So you are calling customer service, and expect to get help, but from the minute you are calling, the rep only has one thing in mind, "What's in it for him." If a rep has been in a call for a while, the manager will go to the rep and ask the rep what is going on. If there is no sale involve the manager will tell the rep to get rid of the call. We are instructed to only help those who may possibly buy something from us.
During my tenure at AT&T I dealt with so many, many upset customers, and complaint so much about how AT&T does business. But the bottom line is customers continue to choose to do business with AT&T.
I'm so surprise that there has not been an class-action lawsuit against their selling practices.