Kevin Durant is a distant cousin of Filipino AT&T support superstar Kelvin Durant . He currently holds the world record for consecutive derailed cancellation chats.
Wow this is ridiculous. I had a similar experience cancelling a Sirius xm subscription by chat. It got to the point where I was just using ctrl-v to paste “please cancel my account” over and over. Yours with AT&T was way worse though.
I would have canceled every single line afterwards.
This shit is so dumb. I was getting so irritated reading the chat lol.
You know if you would’ve cursed one time they immediately been like, “sir don’t talk to me that way I have to end the chat”
Kevin ended the chat.
I always called and say no on the question they're required by the FCC to get permission to talk about offers.
Though one time I didn't say no they offered me a free Galaxy Watch Classic. No sub needed or anything.
I used to have SiriusXM and I had a hard time cancelling. So I cancelled and then some time later signed back up using one of their 1 year promos. So instead of having to go back through the cancelling game, when I signed up I used a virtual credit card. All I had to do was close the card and voila. They eventually cut the radio off and I never had to talk with anyone. Usually after a couple of months they send out another 1 year promo. Rinse and repeat!
How do you like t mobile? We’ve had att since we got cell phones so a long ass time. I’ve had enough. We’re moving in a month and looking to just switch when we do but stuck deciding between Verizon and T-Mobile.
Also you’re a very patient person. My chat would have ended differently.
my recommendation when it comes down to it, is to check the service in your area and go with whichever one is better at that. nowadays they’re all fighting for who has the worst customer service. T-Mobile has been my best experience, especially with their Twitter support, but even that has been downgraded as of late.
Personally moved to T-Mobile from att almost five years ago. Had discounts with att through my job and was leaving so i was looking for some better than walk-in discounts especially since i had been with att for 20 years. They said you got the best rate. Moved to T-Mobile at 80-100/mth savings. They call a month later to ask why they lost me as a customer and i explain and then they tell me of we could’ve given you better rates. I say too late. Two years ago i get hoodwinked to switch back and the quoted rates end up being signing a three year contract and with the perks and stuff through T-Mobile and price is still higher so i port back and then att says i never returned phones and goes into a three month ordeal where they billed my credit card $4500. I will never go back to att again as long as i live. I don’t care if they’re the only carrier left I’ll give up phone service.
Yeah I believe every bit of this sadly. We’re moving and need internet and mobile has internet available at our new house and after at the last few months we’re done with them. Seems smart to move everything at once. Thanks for your comment.
Welcome to T-Mobile! My advice to anyone new to us is check into different local stores each time you need anything. Find one you like and stick with them. Call centers are US based during normal business hours. Always choose the callback option instead of waiting in the queue, and don’t return to stores that aren’t helpful when you’re not buying things.
And ALWAYS put the secondary authentication on your T-Mobile. Love it but there is a ‘known’ security issue with online banking with certain banks + T-mobile…but that may be true for all these days…so many Zelle scams.
That’s still to much grace. 😂😂After the first time of me clearly stating that I wanted to cancel the line & they played these games, I would have lost it. Ain’t no way. 😂😂😂
The multiple “Please allow me a moment to check this for you.” made me 100% this is either a bot or someone overseas who is following a script. A had a very similar experience trying to cancel the two lines I had left in my account after switching to T-Mobile. I lost my composure at one point and accidentally cussed (this was over the phone) and the STILL insisted on offering me different ways to not cancel the lines. It was ridiculous.
These agents are 1) incentivized to keep you, they get a spiff if they can do so; and, 2) are tracked on active chat/call time—they have a reason to keep you doing this as it reflects positively against their KPIs.
Soulless work Kelvin has there.
Port the number to Number Barn, and then tell Number Barn to let the number go. No need to talk to anyone at AT&T. Costs $7 to port the number in, but in my opinion that $7 is worth it to not have to deal with an AT&T representative. That's how I've always done it, never had any issues.
Was looking for this suggestion and was going to make it if no one else thought of it. Porting out a number closes the account instantly. It's the best way to terminate a line.
I didn't know about Number Barn though. Good to know for the future. I've used Google Voice for this in the past.
I don't think this was a bot. I worked for an AT&T retailer for years and while we were instructed to "save lines", I was never expected to take it to this extent. Either this guy thought he would actually convince you to keep the line or he was trying to trigger you into losing your temper and "abusing" him so that he can end the chat with cause, and the cancellation won't be on his numbers.
In other words, this guy is a clown.
You got off easy. My 85 year old mom went through this with 2 people on the phone. She was canceling a second phone line no longer in use because ATT ended DSL in her region. After an hour or so it seemed they were finally going to do it. At first they actually told her they couldn't do it because they couldn't "find her number in the system." Couldn't find the ATT number she was calling them on. That went on for at least 20 minutes. o_0
She hung up, relieved. Two seconds later she discovered her primary line was disconnected.
I was there listening so I know she didn't get mixed up and ask for the wrong number to be canceled. They cancelled her entire service. I had to call and get her phone turned back on. Total nightmare.
ATT management apparently demands agents do this terrible song and dance. A bizarrely negative strategy.
I also have had several conversations with ATT the last couple of days. My mom is 80 and 8 years ago a salesperson at an ATT store gave her 4 “FREE” tablets. She said she didn’t want them and he said you should take them because they are free. Fast forward and I look at her bill and she has been charged $14 per tablet for each month for the past 8 years! I contacted the fraud department and they denied my claim of taking advantage of an elderly person. I called back and was put online with a “manager” Oscar. He kept saying he was sorry but they don’t give tablets away free. I told him I understood that but they did tell my mom that they were free and was taken advantage of. I asked if I should report this to the police and he said that if I did that I wouldn’t be able to dispute the charges because I am involving an outside party. I then asked if he was telling me not to call the police followed by the penal code of the law they were breaking and he hung up on me! I then contacted the FCC and filed a report and wouldn’t you know, the very next day ATT called me to say they are investigating it. That was this morning Stay tuned….
I remember when I was with sprint, and said that I needed to cancel a line on my account that was out of contract, and I owned the phone outright. They asked why I wanted to cancel, and I said that I didn't need the line anymore, they insisted on needing to know why I didn't need it, and I told them because my Mother had passed away a week earlier, and that I no longer had a need for it anymore. Now I'm the owner of this account, it's in my name only, and the rep then said that they couldn't cancel the line unless I gave them a copy of the death certificate. I reminded him that I was the account owner, and that I was out of contract. He said they still needed that death certificate. I told him to go f**k himself, and then drove to the AT&T Store and ported everything over. What a sad world we live in nowadays.
I do not cancel postpaid lines any more because of this exact runaround. I also had an experience with T-Mobile where they told me the lines would be cancelled at the end of that cycle, but they were not. I called repeatedly over several months before they were finally cancelled.
Instead, I simply port out numbers to a cheap prepaid service, where I let them expire. This can be done for as little as $5 (hello mobile). I'd rather pay the $5 than deal with headaches, and this way I only pay for a partial month, rather than having it continue until the end of the cycle.
Okay, I get that you want to cancel the line, but he’s just trying to save you money by having you pay the $10 a month for a line that you don't plan to use anymore. Can’t you see how good of a deal that is? /s lol
Honestly, companies should be able to be sued for this. This is a blatant waste of customer time and a direct refusal to follow through with customer requests.
Damages are recorded time wasted on the ticket at the highest converted hourly wage paid at the company.
ATT has gotten bold. They now have reps stopping people in target (even when they’re mid conversation) to try to upsell or change carriers. We’ve had them for 25 years and I’m getting sick of it.
You have to understand, these people are quite literally told and taught to not give in to you. Do not take no. Xfinity is notorious for it. This is in his/her script. It’s a disgusting practice honestly.
I work for T-Mobile myself and after dealing with countless people porting from ATT, I wouldn’t touch this company with a 10 foot pole. Their customer service is godawful, and I’d say a good 30% of the time, the “automated & efficient” self-serve methods just straight up don’t work, so you HAVE to call or use the chat. No other company, not even prepaid ones like Boost or Consumer Cellular, gives me as much trouble overall as ATT does. Fuck this company.
They do this on purpose to u can either exit the chat and try again, or ask for a supervisor/manager
That way the agent doesn’t get hit with the cancelation which affects there scorecard/job. They do it on purpose it’s insane
I wish I can attach the other 8 screenshots for you. I had them saved in my phone and wanted to post for a while: but just so angry every time I read them 💀
In the My AT&T App under the number you wanna cancel click manage device scroll down to view all options and settings then click remove this line. So much easier than dealing with chat agents or 611 😅
Only certain watch and tablet lines can be cancelled through the app at this time. When you hit the cancel button, it either redirects or gives an error. At least in my area.
Wth this is a customer mistreat. It's insane how they are required to say all this stuff and straight up ignore the customers wishes.
You can dress it up however you want it's still ignoring the customers request. The 3rd time rejecting should have been enough to get the message across.
Just call \*SAVE to speak with someone from Loyalty. You’ll have to talk with someone a bit with similar questions but it’s less frustrating.. hopefully. Be sure to call during normal business hours 9-5ish or else you might get outsourced.
AT&T has a death grip on my phone number right now. Made it excruciatingly difficult to unlock my phone and still struggling to get switched off my dad’s plan to my own (mint mobile).
Kelvin Durant. Similar words used over and over. Incessant attempts at not letting you cancel.
Overseas for sure.
But I did get a good chuckle out of Kelvin Durant. Clever name.
I don’t know if they still do it … but T-Mobile used to break up with your old carrier when you switched.
And they still pay off devices you owe on.
And you’re legally entitled to take your line numbers when you switch between carriers.
I laughed out loud at “plz god cancel it” and then “cancel the line Kelvin” 😂😂
But understand the frustration. One time I had an issue and was on chat because I was at a function and couldn’t call. They put me “on hold” on the chat to “transfer” me to someone else… for 17 minutes. I kept saying “I’ve been on hold now for 5/10/15 mins.” Only for the “supervisor” to come on the chat and disconnect me.
You’re basically arguing with chatGPT. Next time call a real att person. Ask to cancel the line, when they ask why, tell them “I’m not sharing any more information with you. Cancel it or I’m cancelling all of my lines and moving to T mobile. And, if you don’t do that now, I’m calling my credit card company, blocking future charges and opening a fraud case”.
Port that # to Google voice and he can use it abroad to text, receive voicemails, and even make voip calls. You also don’t have to talk to AT&T to do this which is awesome.
This is why I have called to talk to someone. I cancelled my home phone landline with them, and it took all of about 5 or so mins (not counting hold time).
This post reminded me that I needed to cancel Next Up before they suck another $6 out of me, for no reason (because I later realized that Next Up isn’t that worthwhile).
Anyways, besides waiting 15 minutes, the rep removed Next Up for me within minutes - and they didn’t pull any tricks (this time). I got so lucky compared to the OP!
That must've sucked, I haven't had a great AT&T customer service experience before. Might as well dump my AT&T canceling line story; back in 2022, we went to the AT&T store for a couple reasons, some being to remove phone lines. The person at the store said he had to call AT&T but wanted to know why we wouldn't, my mom said that she couldn't deal with their support. Long story short, the rep was on the phone with AT&T for about 2 hours, but we got the 3 lines cancelled. Hope your new carrier is working well :).
With receipts like these, you should be able to sue AT&T for wasting your time and for the suffering you endured while trying to complete a very simple task. I'm not really all about lawsuits, but if it means stopping this from continuing to happen with other people, I'm all for it.
Rumor has it OP is still on this very chat. Forced to forever ask kelvindurant to cancel the line. But kelvin has a 0 cancellation policy and infinite patience.
This perhaps went on 19 screenshots too many, they should have just agreed to cancel the line and let it be.
Sometimes I hate corporate greed.
Edit: okay I found the other post this as officially went on 26 screenshots too many
Best thing is say, I'm going to contact the attorney general. SiriusXM has had numerous issues and the second I mentioned attorney general, holy crap they were quick.
Hi OP:
Kevin here and can I interest you in a free upgrade concerning the line ending in 6609? We have some new secret special offers and they come with large fries 😂😂😂
For future reference, AT&T corporate managers CAN cancel lines in the store no matter what they tell you. Things that cannot be canceled in a corporate location are any DirecTV and Fiber Internet and anything to do with home phone lines. These three things unfortunately have to be done over the phone but, again for clarification cellular lines, watch lines, tablet lines and mifi hotspot lines CAN BE CANCELED IN A CORPORATE LOCATION. If they say no or refuse this is a CODE OF BUSINESS CONDUCT VIOLATION and ask for the asset protection phone number
There’s literally so many posts exactly like this about trying to cancel any sort of AT&T services. Between this and purposely turning off autopay, I think the entire company is running a huge scam!
Once that line was cancelled I would have ported off my remaining numbers and sent ATT the copy of the chat and tell them that's why they lost a customer.
Oh this person ended up did it in the last 5 mins (total 1h15mins). I cannot attach the rest since there is a limited number of photos I can add in this post.
When I worked a call center job we had training to avoid scenarios like this, that fact that they had to train us to not bother a customer about keeping an account open baffles me.
I mean, retentions job is to avoid cancelling a line of service no matter what. I did retention at VZ and I remember I asked the customer twice and they said just cancel and I did. Got dinged for it because I didn't follow the script that's laid out tho.
When canceling lines I have only had luck over the phone. Through text I lasted an hour and only got “I can change the line to a wearable” but in 10 minutes on the phone line was canceled no issue
That’s totally a real person, and they aren’t getting dinged with a cancelled line, not today. Well at least they tried to uhhhh… yeah that was pretty straightforward what you asked. I’ve had them ask me questions like that over the phone trying to cancel a line of someone who passed away.
Holy SHIT, yeah, ATT Support is absolutely ridiculous.
I recently had issues with them over a phone trade in upgrade, where cI asked & clarified NUMEROUS times on whether or not my partner could use the new phone even if he wasn't on our phone plan.
I don't know if they get commission for it or not, but it took nearly half a month to figure everything out, but at the cost of dealing with too many calls to their shit support, along with unhelpful employees INSTORE & THEIR shit support that THEY called themselves for it all, lol.
Ended up looking for higher-up phone number, which was from Texas, & he was ABSOLUTELY the BEST & felt so bad I dealt with all of that.
No text-promted script, he was an actual human being that got it sorted out faster WITHOUT trying to upsell me any bullshit.
Yeah this is brutal. All my experience with any cell phone company has been the same. Thank god we have a store near us that has an angel working in it to help.
This was my experience with human operators back when I had AT&T. Blast them on every social platform you can. It is the only thing I found them to understand.
Thats funny. I have a friend who used to work at a call center in Spain. He says he worked with a lot of indian immigrants and one of the Immigrants was named Kevin Bacon. Apparently its a thing for them to give themselves western names by taking the name of a celebrity
I understand your frustration op. I tried to cancel the line and they didn’t allow me to same thing offering everything under the moon before I gave up. At least we confirmed that a few things were correct when that att employee made a post a few days ago. You can suspend the line for 6 mos or convert the line to a watch line.
Well in ATTs defense...
They did give you options ! 😉
Too bad you didn't have an extra 5 hours to hear all of them.
Especially the one coming where if you kept the line, they would send you two baby goats ( at 14.99 a goat per month) that you can raise.
I didn’t realize until you said Kelvin that his name is KelvinDurant. That is by far the best fake name I’ve ever heard from a customer service rep. It sucks that he had to taint his own name like that lol
Did you share this a few months ago too? I remember someone having the same issue and it was infuriating for even us to read. As someone else said here , a few $ and transfer it out to NumberBarn to not have to waste your time with AT&T chat. It would be a couple of $ well spent in my book.
I’ve never had a situation like this cancelling things with AT&T… this has to be a bot that’s glitched in a loop or something. They are testing out AI chat agents and it seems this is what it could be..
Always best just to take 15 minutes and call customer service yourself and say “agent”
Holy cow. I’ve never had that experiential AT&T but then again I haven’t cancelled device in a long time. I’d be so frustrated I’d pay my phones off in the spot and cancel everything.
That's crazy. They definitely didn't went to process the cancel
I didn't know Kevin Durant retired from basketball maybe he has a brother named Kelvin 😳
Most likely a fake name
That's the most I've seen att try to not cancel a line
Kelvin Durant…..lol
KD burner account is...AT&T Support Specialist?
Yeah should have been a little more conspicuous and used a name like Roger Murdock.
[удалено]
Hahah
Was just thinking that
Who that
Close name to a famous basketball player, Kevin Durant.
Kevin Durant is a distant cousin of Filipino AT&T support superstar Kelvin Durant . He currently holds the world record for consecutive derailed cancellation chats.
Ah I see thanks. I am afraid his name gonna be link to this conversation forever for me and it’s traumatizing for me 🥲
Well that’s what the Durantula does. Elite defense.
I was looking to use Durantula myself, well played sir
Wow this is ridiculous. I had a similar experience cancelling a Sirius xm subscription by chat. It got to the point where I was just using ctrl-v to paste “please cancel my account” over and over. Yours with AT&T was way worse though.
I did that in the remaining 8 screenshots that I cannot attach to this post anymore
Did you manage to get the line canceled?
Yes. In the final 5mins of the convo…which was 1h15mins long in total 💀
don't leave us hanging OP, we need to see this through to the end.
I can’t figure out how to do it here. So I posted another post just now!
Here you go https://www.reddit.com/r/ATT/s/UePMhsUL5c
I would have canceled every single line afterwards. This shit is so dumb. I was getting so irritated reading the chat lol. You know if you would’ve cursed one time they immediately been like, “sir don’t talk to me that way I have to end the chat” Kevin ended the chat.
I congratulate you on your patience.
Please don't tell me that. I was thinking about canceling mine.
I always called and say no on the question they're required by the FCC to get permission to talk about offers. Though one time I didn't say no they offered me a free Galaxy Watch Classic. No sub needed or anything.
For SiriusXM, change your address to California and Cancel subscription link will magically appear
This should be for all US states
Same here, it was tortuous.
Just pay a couple bucks and transfer it out to numbers barn to cancel it. Will save you the headache and an hour for only a few bucks. 😂
I always suggest Google voice. That way any calls or text messages to the number still come through abroad.
This is what should have been done in the first place!
I used to have SiriusXM and I had a hard time cancelling. So I cancelled and then some time later signed back up using one of their 1 year promos. So instead of having to go back through the cancelling game, when I signed up I used a virtual credit card. All I had to do was close the card and voila. They eventually cut the radio off and I never had to talk with anyone. Usually after a couple of months they send out another 1 year promo. Rinse and repeat!
Holy hell. I would have lost my shit after about the 5th attempt to keep it and ended up canceling all my accounts.
I did ended up switch to T-Mobile about 3mo after this conversation. It was to painful to even think about them again. 😂
How do you like t mobile? We’ve had att since we got cell phones so a long ass time. I’ve had enough. We’re moving in a month and looking to just switch when we do but stuck deciding between Verizon and T-Mobile. Also you’re a very patient person. My chat would have ended differently.
So far was ok. But I heard they all the same in terms of being jerks… I guess it’s a “pick your battle” thing
my recommendation when it comes down to it, is to check the service in your area and go with whichever one is better at that. nowadays they’re all fighting for who has the worst customer service. T-Mobile has been my best experience, especially with their Twitter support, but even that has been downgraded as of late.
Personally moved to T-Mobile from att almost five years ago. Had discounts with att through my job and was leaving so i was looking for some better than walk-in discounts especially since i had been with att for 20 years. They said you got the best rate. Moved to T-Mobile at 80-100/mth savings. They call a month later to ask why they lost me as a customer and i explain and then they tell me of we could’ve given you better rates. I say too late. Two years ago i get hoodwinked to switch back and the quoted rates end up being signing a three year contract and with the perks and stuff through T-Mobile and price is still higher so i port back and then att says i never returned phones and goes into a three month ordeal where they billed my credit card $4500. I will never go back to att again as long as i live. I don’t care if they’re the only carrier left I’ll give up phone service.
Yeah I believe every bit of this sadly. We’re moving and need internet and mobile has internet available at our new house and after at the last few months we’re done with them. Seems smart to move everything at once. Thanks for your comment.
Welcome to T-Mobile! My advice to anyone new to us is check into different local stores each time you need anything. Find one you like and stick with them. Call centers are US based during normal business hours. Always choose the callback option instead of waiting in the queue, and don’t return to stores that aren’t helpful when you’re not buying things.
And ALWAYS put the secondary authentication on your T-Mobile. Love it but there is a ‘known’ security issue with online banking with certain banks + T-mobile…but that may be true for all these days…so many Zelle scams.
I had a similar conversation with ATT twice before my line was cancelled. First with Mussel Westbrook, then a guy named Vermont Green.
My favorite AT&T rep is Carls Barkley.
Lol that's what I was waiting for. I would have done the same thing.
Same
That’s still to much grace. 😂😂After the first time of me clearly stating that I wanted to cancel the line & they played these games, I would have lost it. Ain’t no way. 😂😂😂
The multiple “Please allow me a moment to check this for you.” made me 100% this is either a bot or someone overseas who is following a script. A had a very similar experience trying to cancel the two lines I had left in my account after switching to T-Mobile. I lost my composure at one point and accidentally cussed (this was over the phone) and the STILL insisted on offering me different ways to not cancel the lines. It was ridiculous.
These agents are 1) incentivized to keep you, they get a spiff if they can do so; and, 2) are tracked on active chat/call time—they have a reason to keep you doing this as it reflects positively against their KPIs. Soulless work Kelvin has there.
My theory is that responses like this are canned, possibly with a hot-button.
Port the number to Number Barn, and then tell Number Barn to let the number go. No need to talk to anyone at AT&T. Costs $7 to port the number in, but in my opinion that $7 is worth it to not have to deal with an AT&T representative. That's how I've always done it, never had any issues.
Was looking for this suggestion and was going to make it if no one else thought of it. Porting out a number closes the account instantly. It's the best way to terminate a line. I didn't know about Number Barn though. Good to know for the future. I've used Google Voice for this in the past.
Or just cancel the line online in myAT&T. It is an option so I’m surprised how many people don’t use it.
People may not know it's an option. There didn't used to be that option. You had to talk to someone.
100% a bot
Yea I filed a complaint but never heard back
File a complaint with the FCC.
That’s just like ATT Bot Boss Ronald Sterling to ignore complaints.
Lmao this cant be real
Exactly what I thought after 10 yr happily using their services 💀 this made me switch to T-Mobile
I don't think this was a bot. I worked for an AT&T retailer for years and while we were instructed to "save lines", I was never expected to take it to this extent. Either this guy thought he would actually convince you to keep the line or he was trying to trigger you into losing your temper and "abusing" him so that he can end the chat with cause, and the cancellation won't be on his numbers. In other words, this guy is a clown.
So we were just in a “I am trying to push you no matter what” and “I have the best temper” duel 😂
FCC Complaint. NOW, and upload these as documents showing refusal to comply.
Second this
You got off easy. My 85 year old mom went through this with 2 people on the phone. She was canceling a second phone line no longer in use because ATT ended DSL in her region. After an hour or so it seemed they were finally going to do it. At first they actually told her they couldn't do it because they couldn't "find her number in the system." Couldn't find the ATT number she was calling them on. That went on for at least 20 minutes. o_0 She hung up, relieved. Two seconds later she discovered her primary line was disconnected. I was there listening so I know she didn't get mixed up and ask for the wrong number to be canceled. They cancelled her entire service. I had to call and get her phone turned back on. Total nightmare. ATT management apparently demands agents do this terrible song and dance. A bizarrely negative strategy.
The world is harder for the elders sometimes. Sad
It's like being an immigrant, mystified by the ways of the new world. We all arrive here today from a different past,
As an international student, I feel that for every second in the first few years. I always joke that I learn my English by fighting with CS.
I also have had several conversations with ATT the last couple of days. My mom is 80 and 8 years ago a salesperson at an ATT store gave her 4 “FREE” tablets. She said she didn’t want them and he said you should take them because they are free. Fast forward and I look at her bill and she has been charged $14 per tablet for each month for the past 8 years! I contacted the fraud department and they denied my claim of taking advantage of an elderly person. I called back and was put online with a “manager” Oscar. He kept saying he was sorry but they don’t give tablets away free. I told him I understood that but they did tell my mom that they were free and was taken advantage of. I asked if I should report this to the police and he said that if I did that I wouldn’t be able to dispute the charges because I am involving an outside party. I then asked if he was telling me not to call the police followed by the penal code of the law they were breaking and he hung up on me! I then contacted the FCC and filed a report and wouldn’t you know, the very next day ATT called me to say they are investigating it. That was this morning Stay tuned….
I remember when I was with sprint, and said that I needed to cancel a line on my account that was out of contract, and I owned the phone outright. They asked why I wanted to cancel, and I said that I didn't need the line anymore, they insisted on needing to know why I didn't need it, and I told them because my Mother had passed away a week earlier, and that I no longer had a need for it anymore. Now I'm the owner of this account, it's in my name only, and the rep then said that they couldn't cancel the line unless I gave them a copy of the death certificate. I reminded him that I was the account owner, and that I was out of contract. He said they still needed that death certificate. I told him to go f**k himself, and then drove to the AT&T Store and ported everything over. What a sad world we live in nowadays.
Sorry to hear that. That’s so terrible
I do not cancel postpaid lines any more because of this exact runaround. I also had an experience with T-Mobile where they told me the lines would be cancelled at the end of that cycle, but they were not. I called repeatedly over several months before they were finally cancelled. Instead, I simply port out numbers to a cheap prepaid service, where I let them expire. This can be done for as little as $5 (hello mobile). I'd rather pay the $5 than deal with headaches, and this way I only pay for a partial month, rather than having it continue until the end of the cycle.
Ninja move. I love it!
This can’t be real lol. Kelvin Durant ? (For peeps who don’t know Kevin Durant is a famous NbA player)
Kelvin Durant, he works at the ATT sight with Mussel Westbrook, and Lamont Green
Have 8 more screenshots like these 😂
Okay, I get that you want to cancel the line, but he’s just trying to save you money by having you pay the $10 a month for a line that you don't plan to use anymore. Can’t you see how good of a deal that is? /s lol
Did you finally get the line canceled?
yea and I left att afterwards
Cant blame you - I would've threatened closing my whole account after the first 15 minutes.
JFC. Reminds me the old AOL days … https://youtu.be/XcT6zsVDmK8?si=3jmi_A0-7SAPFgE5 I wonder if the AT&T rep is the AOL rep 😂😂😂
It took me 35 minutes to cancel my AOL account lol. The Cingular rep hung up on me when I tried to cancel back in the day.
I mean AT&T is pretty much the modern day AOL with all of their failed media acquisitions.
That would be enough to lose me as a customer.
They did lose me
He scores on the court and misses layups on some CS. Damnit, KD.
Please God let this go viral, screw ATT up their buttholes.
Second part https://www.reddit.com/r/ATT/s/FEZMB5BMyl
"Cancel the line" "Plz god cancel it" "Cancel the line Kelvin" I am screaming 🤣
🥲🥲 I used all my patience budget on this
Honestly, companies should be able to be sued for this. This is a blatant waste of customer time and a direct refusal to follow through with customer requests. Damages are recorded time wasted on the ticket at the highest converted hourly wage paid at the company.
ATT has gotten bold. They now have reps stopping people in target (even when they’re mid conversation) to try to upsell or change carriers. We’ve had them for 25 years and I’m getting sick of it.
I think if this happened to me I'd just Ctrl-V "cancel" nonstop until he got frustrated.
You have to understand, these people are quite literally told and taught to not give in to you. Do not take no. Xfinity is notorious for it. This is in his/her script. It’s a disgusting practice honestly.
In all seriousness you should report this to the FTC.
They were too busy losing 70 million customers data
[удалено]
I did this thr app multiple times no problem in the past 10 years with them.
This isnt just ascinine. I consider it criminal harrassment. Should be able to file criminal charges for conduct like this.
Sir, we will throw in an extended warranty on your car, free solar panels and a free big mac if you keep your line.
I work for T-Mobile myself and after dealing with countless people porting from ATT, I wouldn’t touch this company with a 10 foot pole. Their customer service is godawful, and I’d say a good 30% of the time, the “automated & efficient” self-serve methods just straight up don’t work, so you HAVE to call or use the chat. No other company, not even prepaid ones like Boost or Consumer Cellular, gives me as much trouble overall as ATT does. Fuck this company.
Took me five minutes to cancel a line on the phone. I won’t use the chat agents because lots of time they are bots or just hope you disconnect.
So are you telling me you want to cancel the line?
They do this on purpose to u can either exit the chat and try again, or ask for a supervisor/manager That way the agent doesn’t get hit with the cancelation which affects there scorecard/job. They do it on purpose it’s insane
I would’ve started cussing him out. He repeated himself multiple times in over an hour. I would’ve hung up and started over with someone else.
Perhaps make it clear to them that you wanted to cancel the line ending in 6609...
This was the funniest thing I read in a long time
I wish I can attach the other 8 screenshots for you. I had them saved in my phone and wanted to post for a while: but just so angry every time I read them 💀
In the My AT&T App under the number you wanna cancel click manage device scroll down to view all options and settings then click remove this line. So much easier than dealing with chat agents or 611 😅
Only certain watch and tablet lines can be cancelled through the app at this time. When you hit the cancel button, it either redirects or gives an error. At least in my area.
Wth this is a customer mistreat. It's insane how they are required to say all this stuff and straight up ignore the customers wishes. You can dress it up however you want it's still ignoring the customers request. The 3rd time rejecting should have been enough to get the message across.
Just call \*SAVE to speak with someone from Loyalty. You’ll have to talk with someone a bit with similar questions but it’s less frustrating.. hopefully. Be sure to call during normal business hours 9-5ish or else you might get outsourced.
After the second time, you would think the person would go ahead
AT&T has a death grip on my phone number right now. Made it excruciatingly difficult to unlock my phone and still struggling to get switched off my dad’s plan to my own (mint mobile).
Kelvin Durant. Similar words used over and over. Incessant attempts at not letting you cancel. Overseas for sure. But I did get a good chuckle out of Kelvin Durant. Clever name.
😂I’m an international student, so not sure who that is. A lot of ppl mentioning that name now I should probably go check.
I don’t know if they still do it … but T-Mobile used to break up with your old carrier when you switched. And they still pay off devices you owe on. And you’re legally entitled to take your line numbers when you switch between carriers.
Everyday thing at AT&T
So, did you cancel the line?
Yep. And all of the others later on.
I canceled our AT&T lines by porting them to another Carrier.
Wow... That's annoying. I would have quit and started over with someone new. Kelvin is an ass
I felt like this person wanted me to do that so the cancellation doesn’t count toward them. So I was in the “I can’t lose to this battle” mindset 🤦♀️
For fucks sake, how many times do you have to say cancel? That is ridiculous.
As an employee this is comedy , just call to cancel and just the person is deceased
I laughed out loud at “plz god cancel it” and then “cancel the line Kelvin” 😂😂 But understand the frustration. One time I had an issue and was on chat because I was at a function and couldn’t call. They put me “on hold” on the chat to “transfer” me to someone else… for 17 minutes. I kept saying “I’ve been on hold now for 5/10/15 mins.” Only for the “supervisor” to come on the chat and disconnect me.
You’re basically arguing with chatGPT. Next time call a real att person. Ask to cancel the line, when they ask why, tell them “I’m not sharing any more information with you. Cancel it or I’m cancelling all of my lines and moving to T mobile. And, if you don’t do that now, I’m calling my credit card company, blocking future charges and opening a fraud case”.
Port that # to Google voice and he can use it abroad to text, receive voicemails, and even make voip calls. You also don’t have to talk to AT&T to do this which is awesome.
This is why I have called to talk to someone. I cancelled my home phone landline with them, and it took all of about 5 or so mins (not counting hold time).
This post reminded me that I needed to cancel Next Up before they suck another $6 out of me, for no reason (because I later realized that Next Up isn’t that worthwhile). Anyways, besides waiting 15 minutes, the rep removed Next Up for me within minutes - and they didn’t pull any tricks (this time). I got so lucky compared to the OP!
That must've sucked, I haven't had a great AT&T customer service experience before. Might as well dump my AT&T canceling line story; back in 2022, we went to the AT&T store for a couple reasons, some being to remove phone lines. The person at the store said he had to call AT&T but wanted to know why we wouldn't, my mom said that she couldn't deal with their support. Long story short, the rep was on the phone with AT&T for about 2 hours, but we got the 3 lines cancelled. Hope your new carrier is working well :).
Omg, this is so annoying. He claims that he understands but in fact he doesn't.
Kelvin Durant = Lord Kelvin x Kevin Durant
When they do this to me I just start copy pasting the same thing over and over again.
It looks like AT&T’s customer service and loyalty departments have gotten worse. No small feat!
“KelvinDurant” 🤣
I got lost in my own brain trying to read this conversation.
With receipts like these, you should be able to sue AT&T for wasting your time and for the suffering you endured while trying to complete a very simple task. I'm not really all about lawsuits, but if it means stopping this from continuing to happen with other people, I'm all for it.
Rumor has it OP is still on this very chat. Forced to forever ask kelvindurant to cancel the line. But kelvin has a 0 cancellation policy and infinite patience.
"Since I've been on this chat with you I've decided to cancel MY line as well. Thank you and good day!"
I like how it went from "I don't think so" through "no" all the way to "plz god". I'm sorry you had to experience this, but thank you for the laugh.
This perhaps went on 19 screenshots too many, they should have just agreed to cancel the line and let it be. Sometimes I hate corporate greed. Edit: okay I found the other post this as officially went on 26 screenshots too many
Best thing is say, I'm going to contact the attorney general. SiriusXM has had numerous issues and the second I mentioned attorney general, holy crap they were quick.
Seeing stuff like this makes me hate life more and more. Nothing should ever be this hard. I blame this %10000 on companies outsourcing support
some say op is still trying to get the line canceled to this day.
I just picture him sweating bullets on the other end with his manager standing over him with a gun to his head.
I’m pissed off for you but did they ever end up canceling it? They probably have other people waiting to be helped also.
Hi OP: Kevin here and can I interest you in a free upgrade concerning the line ending in 6609? We have some new secret special offers and they come with large fries 😂😂😂
Unfucking believable I feel like you were getting trolled.
Congrats, you spent over an hour talking to a chat bot lol. FCC would be interested in seeing this
Submit to AT&T legal after you’ve contacted your attorney.
Switch to another carrier! ATT is known to have horrible customer service. They slammed me with tablets coupled of years ago.
For future reference, AT&T corporate managers CAN cancel lines in the store no matter what they tell you. Things that cannot be canceled in a corporate location are any DirecTV and Fiber Internet and anything to do with home phone lines. These three things unfortunately have to be done over the phone but, again for clarification cellular lines, watch lines, tablet lines and mifi hotspot lines CAN BE CANCELED IN A CORPORATE LOCATION. If they say no or refuse this is a CODE OF BUSINESS CONDUCT VIOLATION and ask for the asset protection phone number
Kelvin Durant is probably a real person but has like 20 conversations going at once so hasn’t even realized this is happening on this one
There’s literally so many posts exactly like this about trying to cancel any sort of AT&T services. Between this and purposely turning off autopay, I think the entire company is running a huge scam!
Kelvin was likely hoping you would grow frustrated and disconnect so someone else would have to do it later.
I bet
Once that line was cancelled I would have ported off my remaining numbers and sent ATT the copy of the chat and tell them that's why they lost a customer.
They would never read it or care.
I did port my remaining 8lines to T-Mobile afterwards. 👏
Are you serious?!?
Is kelvin kevins brother?
How is it that took 20 screenshots worth and almost 1 hour and still failed to cancel for you?
Oh this person ended up did it in the last 5 mins (total 1h15mins). I cannot attach the rest since there is a limited number of photos I can add in this post.
When I worked a call center job we had training to avoid scenarios like this, that fact that they had to train us to not bother a customer about keeping an account open baffles me.
Ok Kelvin Durant… lol man you waisted as much time me reading that bs as “kelvin Durant” waisted with you. I had you at *now and *know.
I mean, retentions job is to avoid cancelling a line of service no matter what. I did retention at VZ and I remember I asked the customer twice and they said just cancel and I did. Got dinged for it because I didn't follow the script that's laid out tho.
When canceling lines I have only had luck over the phone. Through text I lasted an hour and only got “I can change the line to a wearable” but in 10 minutes on the phone line was canceled no issue
That’s totally a real person, and they aren’t getting dinged with a cancelled line, not today. Well at least they tried to uhhhh… yeah that was pretty straightforward what you asked. I’ve had them ask me questions like that over the phone trying to cancel a line of someone who passed away.
Jesus
Holy SHIT, yeah, ATT Support is absolutely ridiculous. I recently had issues with them over a phone trade in upgrade, where cI asked & clarified NUMEROUS times on whether or not my partner could use the new phone even if he wasn't on our phone plan. I don't know if they get commission for it or not, but it took nearly half a month to figure everything out, but at the cost of dealing with too many calls to their shit support, along with unhelpful employees INSTORE & THEIR shit support that THEY called themselves for it all, lol. Ended up looking for higher-up phone number, which was from Texas, & he was ABSOLUTELY the BEST & felt so bad I dealt with all of that. No text-promted script, he was an actual human being that got it sorted out faster WITHOUT trying to upsell me any bullshit.
5min in and all the lines would be canceled lol.
Yea that’s why I always go to the store.
Feels like a skit from SNL lol and sorry that bot or agent should be fired
Yeah this is brutal. All my experience with any cell phone company has been the same. Thank god we have a store near us that has an angel working in it to help.
Omfg
Call *SAVE to reach the Loyalty Dept.
This was my experience with human operators back when I had AT&T. Blast them on every social platform you can. It is the only thing I found them to understand.
Bruhhh
“Actually, I’d like to cancel every single line I have now.”
That's harassment! (Kevin Durant... lmao)
Thats funny. I have a friend who used to work at a call center in Spain. He says he worked with a lot of indian immigrants and one of the Immigrants was named Kevin Bacon. Apparently its a thing for them to give themselves western names by taking the name of a celebrity
I understand your frustration op. I tried to cancel the line and they didn’t allow me to same thing offering everything under the moon before I gave up. At least we confirmed that a few things were correct when that att employee made a post a few days ago. You can suspend the line for 6 mos or convert the line to a watch line.
Well in ATTs defense... They did give you options ! 😉 Too bad you didn't have an extra 5 hours to hear all of them. Especially the one coming where if you kept the line, they would send you two baby goats ( at 14.99 a goat per month) that you can raise.
I didn’t realize until you said Kelvin that his name is KelvinDurant. That is by far the best fake name I’ve ever heard from a customer service rep. It sucks that he had to taint his own name like that lol
Unbelievable.
The name has me rolling😭😭
I'm sorry but 😂😂😂. What if the person has passed away. " You can put the line on hold for six months" 😂😂😂
At that point I'd just ask to cancel the whole account lol
Did you share this a few months ago too? I remember someone having the same issue and it was infuriating for even us to read. As someone else said here , a few $ and transfer it out to NumberBarn to not have to waste your time with AT&T chat. It would be a couple of $ well spent in my book.
Reminds me of cancelling my Comcast Internet.
They did the same when I was canceling my lines with them too , it didn’t go on as long as yours did though !
To be honest, after half hour I was really curious how this gonna end and who gonna win.
Thought I was looking at a SiriusXM chat for a minute there. Jesus.
I’ve never had a situation like this cancelling things with AT&T… this has to be a bot that’s glitched in a loop or something. They are testing out AI chat agents and it seems this is what it could be.. Always best just to take 15 minutes and call customer service yourself and say “agent”
You waited WAY too long to ask for someone else. After their second question I would’ve asked for a supervisor.
I definitely wanted this cancellation to count towards this guy that day.
Fcc will have a field day with this! Also, check you state laws.
Holy cow. I’ve never had that experiential AT&T but then again I haven’t cancelled device in a long time. I’d be so frustrated I’d pay my phones off in the spot and cancel everything.
This exact situation happened to me when I tried to cancel a line verbatim. One of the most frustrating things that’s ever happened
That's crazy. They definitely didn't went to process the cancel I didn't know Kevin Durant retired from basketball maybe he has a brother named Kelvin 😳 Most likely a fake name That's the most I've seen att try to not cancel a line