On Friday, December 12, 2008, I called AT&T Wireless customer service (by dialing 611 on my cellular phone) and was connected to a representative named Robert Young (he gave his first and last name as part of his introduction). I was mainly calling to get information on how many minutes had been used on the two cell phones that are in our account. We had never been able to access our account through the internet because it said we needed to go to an AT&T store to get a special code and we only pay our bill through calling customer service or sending a check. The representative mentioned that in the call and I explained to him what was going on and why we couldn't access it and he said we didn't need to go to a store and he'd be more than happy to help us access our account online. It turns out that when you pay your bill over the phone with one of their representatives, there's an added $5 charge (which they've waived on previous occasions instead of just helping us access our internet account).
Not only did we get the information that we wanted as to how many minutes we had used, but he also helped us update our phones so that we could pay through our phone without having to speak to a representative and he also helped us to activate our online account so that we didn't have to call customer service all the time.
I've been a customer with AT&T (originally with Cellular One and they were bought out) and this particular representative really went above and beyond in taking care of us as customers. I would definitely recommend AT&T to my friends and family because it's the best value I've been able to find in contract cellular service and they also have some of the best customer service representatives I've had the pleasure of speaking with so far. Keep up the good work and please commend Robert in any way you can.