So, imagine if you will that you have a question about your AT&T bill — a document of such unfathomably needless complexity that it seems obviously designed to allow those goatfuckers to slip extra charges in whenever they want.
First, of course, you do some mental math to determine of the possible value of the question makes it worth your while to call AT&T. Be honest with yourself: you know good and damn well that you’ll have to deal with a voice menu system that’s calculated to make you abandon your call, and then deal with a poorly trained offshore resource who cannot deviate from his menu — a menu that’s chock full of boilerplate phrases about how much they value your time and business (i.e., lies) but are instead designed to waste your time — and who cannot actually help you with anything, but (like the ARU) is doubtless in the mix to encourage even more callers to give up in despair before reaching the vanishingly few number of reps who might actually know something helpful.
But you persevere. You stay with it, even after they transfer you, even after re-entering your account number multiple times (and re-read it to operators), and and even after being hung up on during “transfers”.
Finally, you get to someone who might actually be able to help. You try to pose your billing question, but are interrupted by the poor sop in India who insists that you answer your security question.
Except, of course — you saw this coming, didn’t you? — the security question makes no sense at all. It’s something you never would have picked. You have no idea what the answer is. And because of this, they won’t help you.
Apparently, the Indian lets slip, this security question is sometimes set accidentally by AT&T. It happens. So you go back to the “My ATT” (if only!) site, keeping your Indian on the line all the while, and quickly navigate to the carefully hidden Security Options page so that you can reset your security question to something you actually know.
Here’s where it gets awesome: the security questions on MyATT? Totally unrelated to the one the Indian is asking you. There are two on MyATT. They make sense. You obviously picked them. But neither of them are the one the Indian on the phone demands you answer.
It will eventually be revealed that the question they ask when you call is a completely DIFFERENT question, unrelated to the ones you can set online. And, just to be safe, there is NO WAY to change the call-in security question except by calling in and answering it.
Somebody at AT&T seems to have mistaken a certain postwar novel for an instruction manual.
As for me, at this point? There was yelling. There was a language barrier, but I’m pretty sure yelling is universal. I did, eventually, succeed in getting it reset to something I know. It only took 90 minutes. And then they explained the bill. Finally.
Jesus fucking Christ on a pogo stick with a side of beans, these people suck. Will NO ONE create a telco that doesn’t seem completely invested in fucking us over? Where the fuck are the regulators? Bring these goatfuckers to heel, for the love of all that’s holy.