04-18-2012 05:09:46 AM
I signed up for $14.95/month dsl home service in November 2011. I have received ONE correct bill since. I have made 5 phone calls and one chat regarding this billing issue, totalling nearly 8 hours of my LIFE that I can't get back and it is STILL not resolved.
I continue to get the run around and different excuses with each contact. First, I was told I had to bundle with my cell, so I did that. Then I received a NEW activation letter. When I called about that, the CSR told me that AT&T has a new pricing structure and my internet would now be $19.95 a month. I told the CSR "That's nice, but I signed up for 12 months of $14.95 a month." The CSR just talked over me. So yesterday I started a chat so I have some documentation of customer service responses. In this one chat, I was given different "reasons" why I could not receive the 14.95 a month. In order, they were:
1) The promotion is over and now my bill will be $24.95 ( SO MY RATE IS GOING UP EVEN MORE? This is more than the $19.95 rate the CSR told me about last week!). Evenso, I signed up for the promotion while it was still valid, so it shouldn't affect my rate. Another thing is, I told the CSR that while I was waiting for him to respond, an AT&T commercial came on the television and it was advertising the $14.95/month rate. If the promotion is over, then why are you advertising it? The reply was:
2) The offer you signed up for was only for NEW CUSTOMERS. That was never stipulated when I called to sign up, and this is the first time in all of my contact with AT&T that I've heard this excuse. I asked, "Why did I receive the one correct bill for 14.95 and subsequent credits thereafter to make my bill total $14.95 a month?" Also, "How was I allowed to sign up for a service when they could clearly see that I am a current AT&T customer?" That's on AT&T, not me. I was told that I had to call the toll free number for customer service at that point.
I then asked for a customer advocate contact number several times and was given the general 1-866 number. The chat started out well, but ended up the same as all of my phone calls to AT&T: UNRESOLVED and FULL OF EXCUSES.
I am absolutely FED UP with AT&T. I have been a loyal customer for YEARS and to be given the run-around like this is very dishartening. I thought they were a reputable company, but by merely perusing the community boards on att.com, I see that I am not alone. Think about all of the people who don't take the time to post on this site. My cell contract ends in June. Do you think I'll be back for more of this treatment on that end of their business?
This, in my opinion, is classic bait and switch. AT&T can throw as many coats of paint on this as they want, but they are engaging in blatent,unscrupulous business practices. Due diligence was not performed in informing me of a potential price increase or by allowing me (a loyal customer) to sign up for a service that was supposedly for new customers only. Any other company would be sued! Is there any recourse? Eight hours of my time is apparently not enough of an investment to get the price I signed up for. I really don't have an hour to spend EVERY month to call AT&T to fix my bill. I shouldn't have to fight like this for a special price on a service that they were more than happy to sign me up for in about 15 minutes. How would you feel? I signed up for $14.95 / month, but continued to get bills for $24.95 / month. When I thought I had the problem fixed, I called again and was told my bill was going up to $19.95 a month. A week later, I'm told the bill will be $24.95 a month. That's an extra $120 a year that you are attempting to overcharge me.
I'm hoping to find some sort of resolution to this problem. A customer advocate contact number would be great!
04-18-2012 06:08:17 AM
If you call back in, insist on being transfered to the Retention Department. they've always been able to address any problems I've had, or you can contact Alex, he will have the appropriate people call you within a couple days to resolve your issues.
How can you be in two places at once, when your not anywhere at all?
I really want to become a procrastinator, but I keep putting it off.
There are three kinds of people, those that can count, and those that can't.
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell
04-18-2012 06:43:50 AM
I may do that later or tomorrow. For now, I have finals to study for and a house to clean. I've spent the last hour or so filing complaints with the BBB and FCC. That's enough time spent on this 'company" for today.
04-22-2012 02:50:13 PM
I will send you a private message with the phone numbers and addresses provided to me by various "customer service" representatives. I'm dealing with a similar issue, going on 7 months now, and I'm trying to offer my support to other paying customers. Anytime I provide that information, which is available free of charge by calling 800-288-2020, someone deletes it from this post.
Best of luck in a speedy resolution,
04-22-2012 04:01:22 PM
I am having a similar issue. I signed up with AT&T in December 2010 for DSL service. Then In June of 2011, they talked me into switching my Sprint wireless service to them so I could get a better deal and combined billing. I have called every single month since June of last year and requested to be put on combined billing. They still have not put me on it.... I have sit on the phone with them at least 2 hours every month for nearly a year and I am fed up. My DSL was supposed to be 24.95 a month. It went up to 47.95 montly in January, I contacted them in February again to request to be put on combined billing and to find out why my bill was so high. The CSR said she could give me six more months of 24.95 and get me on combined billing which would save 5.00 every month automatically making me only have to pay 19.95 per month for DSL. I am still not on combined billing. I am still being charged 47.95 per month for the internet and that is absolutely ridiculous. And to top it off my computer somehow uninstalled McAfee Security which is supposed to be free with the internet so I tried to re-install it and it was trying to charge me 99.00 to re-install. I contacted AT&T support and allowed them to go into my computer to download the security for me. The "specialist" put me on a 60 day trial period and didn't bother to tell me he couldn't get it to load either without it trying to charge me. Then when it ran out, my computer got several viruses because I was without any security for 47 days before I was even aware. I contacted them again and they had been charging me 15.00 per month since October for what the guy did to my computer. I told them I wasn't paying for something I could have done myself. Anyone can put a 60 day trial period on their computer. I am highly upset, because I call every month, get passed from one department to the next and nothing is ever resolved. I am starting a petition on change.org because I am tired of calling every month to discuss the same problems with a different representative that vows they "can help me with that" only to find out nothing has changed except I am being charged for something else. Then I called on Thursday and spoke with someone and let her know how unhappy I was and she kept trying to get me to change my dish network to direct tv. I said, Are you seriously trying to sell me another AT&T line of crap. I asked her to have a supervisor call me immediately. NO one has called. And my bill just came by email. It is now 170.00 for 3 months of DSL service. They are out of their freaking minds!!!!
04-23-2012 11:29:57 AM
I have the same exact experience , I was said its gong to be 20 $ for uverse internet and now I am being charged 38$
why would I go for a DSL with poor speed if I have to pay 38 $ I would go with cable which by the way is 29 $ and has higher speeds and every night my DSL is down and when I try to contact tech support I get a standard respone telling me they will send some one over but conveniently forget to mention that everytime some one comes by there is an automatic 55$ charge regardless so pls beware , OP can you pm me that special number .. thanks
04-24-2012 09:11:44 AM
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