Family's AT&T Nightmare: Bureaucracy Adds to Grief After Uncle's Death

AT&T Under Fire for Insensitive Handling of Deceased Customer's Account A recent social media video has brought to light a distressing account of a family's struggle with AT&T's customer service following a tragic death. The video, posted by user "www.loges.com," details the ordeal faced by a 78-year-old grandmother attempting to manage her phone service after her son, the primary account holder, unexpectedly passed away. According to the speaker, her uncle, who had a business account with AT&T, included his mother on the plan. Following his death, the grandmother sought to ensure her phone service remained active, as it was her primary means of communication. However, the family encountered significant bureaucratic hurdles. "They wouldn't give her any information on the account," the speaker stated, explaining that AT&T initially demanded a death certificate be presented in person at a store. Even after complying with this request and being assured the document was uploaded, the family was reportedly met with further complications. The speaker described being "bopped back and forth" between business and personal departments during phone calls, repeatedly having to recount the sensitive details of her uncle's passing. A key issue arose when they were informed that the account holder's name could not be changed, only transferred to a new personal account. The situation escalated when a representative allegedly demanded five items of identification to access the account, a requirement not previously mentioned. The family struggled to provide specific business account details, leading to further frustration. "All I want to do is get my grandma her own line so that she can keep her phone, so that she can keep her number, and pay monthly," the speaker expressed, highlighting the simple request that became an arduous battle. The video concludes with the family still facing unresolved issues, calling for corporate accountability and improved empathy in customer service during times of grief.

The Mary Sue

11 days ago

‘I feel like these companies need better management’: Cleveland woman's uncle p…

A Cleveland woman says AT&T gave her and her grandmother the runaround after her uncle passed away. Now she’s asking for accountability.