DSL need help with complaint

[Kilca]

Can someone tell me a mailing address for complaints?   I am trying emailing customercomplaints@att.com, but I don't have much hope for it.  I tried talking to 3 "supervisors" today and they all just spoke in memorized sentences, how do you get to someone with authority to do something?  I was given a $14.95 price for DSL when I called to sign up and now they are saying I have to pay $24.95.  I told them to listed to their recording of the call to confirm what I was told, but they didn't care.

[Kilca]

The customercomplaint@att.com address the rep gave me is no good.  I'm not surprised.    Can anyone tell me where to send a complaint?

[Computer-Joe]

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Kilca wrote:

Can someone tell me a mailing address for complaints?   I am trying emailing customercomplaints@att.com, but I don't have much hope for it.  I tried talking to 3 "supervisors" today and they all just spoke in memorized sentences, how do you get to someone with authority to do something?  I was given a $14.95 price for DSL when I called to sign up and now they are saying I have to pay $24.95.  I told them to listed to their recording of the call to confirm what I was told, but they didn't care.

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I suggest sending Alex a message. He's not in the complaints department though, he's in the solutions department, and he can put you in touch with the proper people who can resolve your issues.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
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I really want to become a procrastinator, but I keep putting it off.
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There are three kinds of people, those that can count, and those that can't.
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“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

[ATTAlexCM]

Thanks @Computer-Joe!

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Kilca wrote:

Can someone tell me a mailing address for complaints?   I am trying emailing customercomplaints@att.com, but I don't have much hope for it.  I tried talking to 3 "supervisors" today and they all just spoke in memorized sentences, how do you get to someone with authority to do something?  I was given a $14.95 price for DSL when I called to sign up and now they are saying I have to pay $24.95.  I told them to listed to their recording of the call to confirm what I was told, but they didn't care.

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Welcome Kilca and thank you for posting. I'm sorry to hear about the ongoing trouble. I received your Private Message and replied with the information needed since this is account specific. Please check your Private Message inbox (blue envelope, top-right) for an update.  We'll get you in touch with the group that can look into it.

Regards,
Alex

[JDRogers]

Seems they are conducting this kind of bussiness, what a shame, they are doing the same to me. $14.95 was offered on the phone,(had no internet at the time) and was given a coupon for free modem. Now they (multi customer service reps and supervisors) state they have no record of coupon and the monthly bill will be $24.95. I have the confirm numbers, they that doesn't say any thing, they just avoid the confirm numbers. I'll try the Alex gentleman. Just venting. JD

[Kilca]

I wrote you back with a time window from 11-1 today, I gave my acct # and phone #.  No one has called me or emailed me back to tell me there is a problem or that I needed to give a different time window.  No one has written me back with the correct mailing address of your corporate headquarters I I keep asking for.  Why is this so difficult?  What do I have to do to get a response from someone?

[ATTAlexCM]

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Kilca wrote:

I wrote you back with a time window from 11-1 today, I gave my acct # and phone #.  No one has called me or emailed me back to tell me there is a problem or that I needed to give a different time window.  No one has written me back with the correct mailing address of your corporate headquarters I I keep asking for.  Why is this so difficult?  What do I have to do to get a response from someone?

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Apologies for the delay Kilca.  Unfortunately I did not receive your PM in time (no fault of yours) to have the appropriate group contact you during the time-frame requested.  The appropriate group will follow-up shortly.

Regards,

Alex

[Kilca]

OK, I did get an apology pm from Alex because no one got back to me.  Someone did finally call me and he is referring my case to the DSL Escalation team, and they should call me next week.  I'll update here and advise what happens.  He did give me an email address to contact his group if I have a problem with the DSL Escalation team contacting me.  Someone else may find this  email address useful, it is:   ATTcustomercare@ATT.com.  I  

[runningjenny]

They did that to me too. The name of the rep, date and details of the offer I wrote down for the record did not help. The offer was not valid no matter what, according to Jim, a phone rep, when I called to inquire about the offer I've been waiting for three months. (They said that I will pay full price for the first and second month and then will get credit towards those months on the third month bill.)
How can I trust verbal conversations with ATT phone reps in the future?
I will send a complaint to ATTcustomercare@ATT.com
Thanks.

[Kilca]

Ok, someone from ATT executive offices called me.  At first she told me I had to pay $24.95.  Then I explained I was told $14.95 on the phone.  She said I probably didn't qualify because I have a ATT pay as you go cell phone, I explained again, I was told I qualified.  Then she said she'd put it through and maybe I would get the $14.95, but it could take 2 billings for me to find out.  I wasn't happy about that, she finally asked would I be ok with paying the $24.95 if it doesn't get changed.  I told her no, i would probably go with DSL Extreme for $14.95 a month.    Then she decided she would be sure I get charged $14.95 a month for a year, if I cancel within that year, I have to pay $150 fee, I said that is fine.  The year starts today.

Anyway, they finally backed up what I was told on the phone, but it took a TON of effort for me to get this price.  , although emailing Alex did get me on the right path, too.  Good luck to everyone else with this problem, don't take no for an answer.

{personal content removed}

[Computer-Joe]

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Kilca wrote:

Ok, someone from ATT executive offices called me.  At first she told me I had to pay $24.95.  Then I explained I was told $14.95 on the phone.  She said I probably didn't qualify because I have a ATT pay as you go cell phone, I explained again, I was told I qualified.  Then she said she'd put it through and maybe I would get the $14.95, but it could take 2 billings for me to find out.  I wasn't happy about that, she finally asked would I be ok with paying the $24.95 if it doesn't get changed.  I told her no, i would probably go with DSL Extreme for $14.95 a month.    Then she decided she would be sure I get charged $14.95 a month for a year, if I cancel within that year, I have to pay $150 fee, I said that is fine.  The year starts today.

Anyway, they finally backed up what I was told on the phone, but it took a TON of effort for me to get this price.  , although emailing Alex did get me on the right path, too.  Good luck to everyone else with this problem, don't take no for an answer.

{personal content removed}

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Thanks for coming back and letting us know how things turned out. Glad to see you were able to finally get a satisfactory resolution.

In a perfect world, people like Alex would not be required, but this is AT&T so it's a good thing he's here.

 Thanks Alex.

__________________________________________________________
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

[JDRogers]

Ok, got a call a few min ago from A. at office of the Pres or what ever. Man a fast talking young lady that made things happen. I didn't qual for the 14.95 or the 19.95 even though I was told I did. She said she would make the 19.95 happen for a year. I told her about the coupon for the modem, she said no sign of that but she made it happen. I told A. I was told after a year to call up and they would extent the 19.95. She said no way. At least I know now. And to add, I am happy finally to chat with a pro. Good job AT&T. Thank You

JD Rogers