Norman McCreary-AT&T-1695996340

My account # is 312741859 and I have been a customer for the last 2 years and 7 months. During that time I have paid for four lines but due to many other reasons, last week I chose to downgrade to 2. For the last 17 months for some reason I was unable to receive calls from new callers, but the other 3 phones were able to receive calls, so I thought that it was my phone, because I did drop it and the camera wasn't working. On one occasion I took my phone into a ATT store in Southfield and they couldn't figure it out, on another occasion I called support and they took so long shuffling me that I hung up. Based on it not being time for my upgrade I just bared it through thinking that it would go away if I just got a new phone. Early this week I upgraded by phone and I received it. Yesterday evening I registered my phone and afterwards called my contacts who couldn't get in touch with me and they still couldn't. Today Sept 28 I called customer service and the agent was very helpful and she somehow worked through the issue and told me why my new callers who weren't apart of my contacts were going to voice mail. She suggested that it was active armor, and that there were two one paid and the other one free. I stated that I did have the paid one but never used it, so I got rid of my subscription and now that you mentioned it my phone hasn't been working since I ended my subscription, but the other three phones were working as normal. I asked her for compensation based on paying for a part of a service that I wasn't getting, she stated that she would have to connect me with another agent above. I was really pleased with her professionalism, knowledge and nurturing spirit. The agent connected me with another agent and she stated that she could credit me $130 for a year, because the records of what happed only went back so far, but the reality is that I did without receiving incoming calls from new callers for 17 months. I asked to speak to someone else. This some one happened to be an ATT Manager. She was very arrogant and stated that the pervious agent's compensation was too much and that she would have only suggested $50 at the most, which added insult to injury. She put words in my mouth that I didn't say, and really didn't seem to care about compensating me for the services that I was paying for and wasn't fully getting. There is nothing more important than sending calls and receiving calls. I could call all day but only old contacts could call me. She started quoting ATT policies and taking for granted customer service, and customer care. I had to let her know that I was paying for 4 different lines for the past 27 months. I, even threatened to suspend my services. I, was considering upgrading another phone, but I really didn't the manager’s pompous, insensitive, insult to injury disposition. She really made me what to end all of my accounts. I have 10 or so days to either send back my upgrade phone and discontinue all of my services. I have submitted a complaint Reference No. 00032159