AIO Wireless (AT&T wholly-owned subsidiary) doesn’t ship SIM Kits to PO Boxes, and doesn’t let you have a separate shipping and billing address (unlike StraightTalk and T-Mobile US).
I’ve tried making an order with just my shipping address in the billing/shipping field, and it didn’t succeed. I then changed my address with my bank to what I need my shipping address to be, tried making the order again, but it still didn’t succeed.
I called Capital One, the bank for my World MasterCard, was connected to Craig in Richmond, VA, who’s been with Capital One for 4 years, and he has ensured my address is all changed up and correct, yet the order would still not go through on aiowireless.com, persistently giving out the "Credit Card address Is Invalid" error.
Craig of CapitalOne was kind enough to quickly suggest that he’d be very happy to call AIO to try to troubleshoot the ordering or complete the order on the phone. He found AIO’s 855 number on their web-site quickly, and proceeded with the call.
After some delay of Craig setting it up, the AIO representative with a strong developing-world accent joined us both on the line. He proceeded with asking me for my phone number. It made no sense, but since AIO asks for a first/last/email/phone upfront in the ordering process, I thought maybe that’s how they locate their records, so, I gave him my number. He said he cannot find it. Starts asking for my name.
It becomes obvious the AIO guy is somehow thinking I’m already a customer, even though it was clearly explained that I’m not. Craig apologises to me, assuring me that he did inform the AIO representative of what was going on.
Long story short, both me and Craig talked to the AIO guy in circles, trying to get to his supervisor (to which he repeatedly claimed that none is available), trying to see if there’s any way to complete the order and purchase the service. Apparently, the only thing AIO customer support can help you with is navigating their web-site, but how is that of any help when the said web-site doesn’t actually work?
I asked Craig if he could possibly believe that this company with a single powerless representative and no supervisors is actually a wholly-owned AT&T subsidiary! To which the AIO guy has immediately interrupted us, insisting that it’s not a subsidiary, but an independent company instead. “But who owns it?”, Craig volunteers to prove my point, to which the representative still insists its independent (not owned by anyone?).
I proceeded to ask where the AIO call centre we’re talking to is located. The AIO guy claimed he’s in Florida (generally, people have no problem admitting Philippines, Mexico or India, but not here). Craig asked where in Florida, to which we got no answer. To break the silence, Craig volunteers that he’s in Richmond, Virginia, which I have absolutely no trouble believing, but the AIO guy still persists he’s just in “Florida”.
At one point, Craig started being more proactive, and started asking who is responsible for troubleshooting web-site errors at AIO, and how can we get connected to such person; the “Florida” man started claiming that apart from him being the troubleshooter, it’s the store representatives that could also help. He suggested I give him my ZIP code, and he can locate me some AIO stores. I obviously knew there were no local stores, but gave him my ZIP anyways; he said there were no stores, and I should give him another ZIP. Craig, being almost like my buddy now, joked that I must have a whole bag of ZIP codes to just give away!
BTW, during the whole ordering process on the website (I’ve even tried it from two separate computers, and throughout my phone call; Capital One shows 8 pending transactions of 50,69 from AIO WIRELESS), not only was the order not accepted, but I’ve also noticed that if you try changing the Billing/Shipping address on the final page where you provide the credit card info, then the Total amount counts the sales tax twice. E.g. on the payment information page, with a 7% rate, the total is first reported as 50,69 after tax; however, editing the address results in a hike from 50,69 to 51,39 total (from 40 + 9,99 + 0,70 + 0,70).
And you thought StraightTalk customer service was bad…