AT&T says it has big problems. A T-Mobile salesman showed me how big

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I recently switched away from AT&T, in large part because of their horrible customer service. This article really resonates. In early 2019, I added a new line to my plan in what was supposed to be a "free" phone (I was assured of this by the customer service rep on the phone), and wound up getting charged $499 + setup charges for it immediately on my next bill, in addition to what my bill normally is. Since my bill was on auto-pay, $750+ came out of my account that month. I called immediately to reverse it and turned off auto-pay. It took 10+ calls over the next 2 months to get the whole situation undone. My next bill was $1,000+ along with late charges and cutoff notices (I was not paying until it got fixed). It was so aggravating that I started a spreadsheet to keep track of all my support calls, who I spoke with, and when. I finally got the situation resolved and all the charges reversed after getting connected with a high-level tech support person in the US who actually had the power/authority to make the required changes to my account. Even though I stayed with AT&T for the next year or so after that (I was also moving houses and didn't want to change cell service at the time), the experience turned me off of AT&T forever. I now use Ting Wireless ( https://ting.com ) and am a very happy customer. They are an MVNO that uses AT&T, Verizon, and T-Mobile so they are not always 100% as reliable as the big providers directly, but the price is WAY cheaper ($25/mo per line with all taxes/fees included!), and the support is top notch. I can basically just call and connect directly with a customer service rep that can fix any issue I have at any time without hassle or transferring through 4 layers of call centers.

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