What do I have to do to get ATT to honor their promises?

[mbj0213]

ATT is the single largest expense I have every month besides my mortgage.  I've been a landline customer since 1984, cellular since 1999 and now unfortunately DSL since June of this year.

Since the initial order for DSL on May 29th, 3 days of waiting for installation and being promised each day that someone would be there, being told that for my trouble all of the installation charges would be removed from my bill, and now the monthly hour and a half minimum of time spent on the phone with ATT telling me it’s taken care of and the bill will be correct “next month”, I open my bill this month and see the ever burgeoning total.   The only time I can get in touch with anyone by phone is during my business hours.  But obviously dealing with customer service by phone is getting me nowhere.  I simply don’t understand how ATT gets away with such horrible “customer service”.

I am beyond livid.  If anyone can tell me how to get ATT to honor a promise I'd love to know.

[ExSubscr]

I would pay good money to know that as well.  I was with BellSouth DSL for 6 years with no issues.  AT&T merger, I got misbilled for over a year.  Thought switching to Uverse using a standard promo rate would work.  No dice.

As for your situation, I hate to say this, but I tell you to grin and bear it.  I never once received a correct bill from AT&T.  After six months, I was tired of the misbillings and having to call for billing credits for sizable credits.  When I called to cancelled, I was told there was no cancellation fee.  I actually confirmed it and in true fashion AT&T got to me again and hit me with a $105 termination fee.  While I find it extremely unethical for a Company to hold you to a contract that they don't perform their part, the reality is that their only legal obligation is to cure any default in the agreement and maintain uninterrupted service.  

I only share my story as I don't want people to get hit with the cancellation fees like I did.  When you get the chance, jump ship.  Don't let them talk you into Uverse.  Great product, horrible billing system.  I'm actually going to start filing a grievance with a couple agencies, but I know now that the reality is that despite the incorrect bills, no written agreement, etc. I'm on the hook.  

[ATTAlexCM]

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mbj0213 wrote:

ATT is the single largest expense I have every month besides my mortgage.  I've been a landline customer since 1984, cellular since 1999 and now unfortunately DSL since June of this year.

Since the initial order for DSL on May 29th, 3 days of waiting for installation and being promised each day that someone would be there, being told that for my trouble all of the installation charges would be removed from my bill, and now the monthly hour and a half minimum of time spent on the phone with ATT telling me it’s taken care of and the bill will be correct “next month”, I open my bill this month and see the ever burgeoning total.   The only time I can get in touch with anyone by phone is during my business hours.  But obviously dealing with customer service by phone is getting me nowhere.  I simply don’t understand how ATT gets away with such horrible “customer service”.

I am beyond livid.  If anyone can tell me how to get ATT to honor a promise I'd love to know.

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Welcome mbj0213 and thank you for posting. I'm sorry to hear about the 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.

Regards,
Alex

[ATTAlexCM]

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ExSubscr wrote:

I would pay good money to know that as well.  I was with BellSouth DSL for 6 years with no issues.  AT&T merger, I got misbilled for over a year.  Thought switching to Uverse using a standard promo rate would work.  No dice.

As for your situation, I hate to say this, but I tell you to grin and bear it.  I never once received a correct bill from AT&T.  After six months, I was tired of the misbillings and having to call for billing credits for sizable credits.  When I called to cancelled, I was told there was no cancellation fee.  I actually confirmed it and in true fashion AT&T got to me again and hit me with a $105 termination fee.  While I find it extremely unethical for a Company to hold you to a contract that they don't perform their part, the reality is that their only legal obligation is to cure any default in the agreement and maintain uninterrupted service.  

I only share my story as I don't want people to get hit with the cancellation fees like I did.  When you get the chance, jump ship.  Don't let them talk you into Uverse.  Great product, horrible billing system.  I'm actually going to start filing a grievance with a couple agencies, but I know now that the reality is that despite the incorrect bills, no written agreement, etc. I'm on the hook.  

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Thank you for sharing.  I'm sorry to hear about the poor experience.  Since this is account specific, please send me a Private Message with your name, account number, phone number and the best time to contact you.  We'll get you in touch with the group that can look into it.

*To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

Regards,

Alex