I want to give a shout out to Gella from the Billing department. I spent a couple of weeks dealing with a big issue. Every agent I spoke to either transferred me to a different department or guaranteed something which didn't hold true the next time I followed up. (I spent 1.5 hours on the phone with a customer service agent who walked me in circles and refused to listen to what I was saying.) I was honestly about to switch my entire family's plan to AT&T. Then I got through to Gella from billing. She was AMAZING. I also spent 1.5 hours on the phone with her, but by the time we were done she had resolved my complete issue!! She also spent the whole time either trying to understand what happened or working on fixing it - the customer service agent I spoke to, spent half the time thanking me for holding, telling me she understands the problem, and apologizing for how long it's taking, but not actually helping me. We don't need you to waste our time trying to be polite! We need assistance!
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