AT&T opens unauthorized new accounts during service transfers causing outages and billing increases
AT&T created a new account instead of transferring an existing one, causing a 4-day internet outage for a work-from-home customer, denial of promised pricing, loss of HBO Max benefits, and over 10 hours of customer time spent resolving errors. Six to eight agents provided conflicting information with no single owner of the problem. Unauthorized account creation during transfers is a systemic mis-execution pattern with multi-dimensional customer harm.
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