Wrong DSL billing for the last 12 month and cheated about the new promotion

[RX119262]

Ever since I started to use ATT for my DSL service back in June of 2011, I’ve had billing issues pretty much every month.  In the monthly bill, ATT seldom gave me the correct promotional rate of $14.99 for DSL pro, instead, they always charged me full amount so I had to call every month to get the credit back.  I complained over and over about the billing system, kept getting sincere apologies for the inconvenience, but still received incorrect bill for the next period.

This unpleasant went on and on and finally became extreme disappointment and humiliation when I called today about the latest statement and credit, but was rejected because the representative said I’ve asked too much credit.  DIDN’T HE KNOW THAT I WOULD NOT CALL IF I RECEIVED THE CORRECT BILL IN THE FIRST PLACE, AND I HAD THE RIGHT TO ASK FOR WHAT I’VE PROMISED AND DESERVED? 

Well, this is not the only issue why I post here.  When I called one month ago, the representative noticed that my promotion for DSL pro would expire at the end of May, so he offered DSL Elite with a promotional rate of $19.99 per month starting 18May2012.  He also mentioned that I had to either downgrade to Basic for $14.99 or upgrade to Elite for $19.99 so that he could start a new promotion for me – as an existing customer.   HOWEVER, when I called today, the same representative who rejected me for credit also told me the new promotion was invalid since the rate is too low, AND RIDICULOUSLY, he told me there was no record for my DSL Elite service.  After long explanation, he agreed to transfer my phone call to a manager, which ended up in a voice mail box with no name, no greeting, and of course no call back after my message. 

As an ATT customer (landline and internet service) for more than 10 years, I did a great job by paying my monthly bill in time, and extra work by calling in every month to correct the wrong bill.  In return, I expect at least some degree of trust, respect and fairness from ATT, unfortunately, I didn't receive any one of these at all today.  Maybe it’s time to think my loyalty with ATT.

I would welcome any comment or suggestion to help me get this resolved without calling ATT every day - it doesn't look like useful too.

-          A VERY FRUSTRATED CUSTOMER

[sylerbo]

While I'm not at all happy about your difficulties with ATT, It does let me know that all of this is not my imagination,.  You must be alittle more than frustrated at this point, wow. 

 Frustrating is now  an understatement for me, I'm getting down right fed up with them.  I too have had to call at least every other month since january of this year.  I bundled up with at&t and direct tv through at&t.  Yet at&t is always passing the buck to direct when something goes wrong.  Now this month I am being charged $30.00 for long distance!  It was set at a reasonable $9.00 rate.  Are they kidding ?!  So now I get to spend close to an hour if not more on the phone with them, hopefully they will not pass me around too many times; as we have to sit on hold going through all the prompts all over again.   And then of course it never fails, they try and sell me something all during my issue at hand.  Like wireless cell service when I 've told them I'm satisfied with my current one. 
I'm not sure what thier problem is, it seems as though they (at&t employees) are not at all on the same page. 

 I always make sure I get the name, and ask, if I don't understand them the first time.  I  tell them If I can't hear them well enough, because I know they've got the whole bluetooth going on and whatever else they may use, I want a clear connection with good hearing, I note the date and time of call and remind them of the recorded conversation they can refer back to with my issue; should they have an issue with my issue and what I'm telling them. 
 
To be told that I had received too many credits would have me livid, it tells me that they weren't listening at any of the times I've called.  That's when I'd insist they pull up the conversations.  And if they resist doing so, insist they put you with someone else, let them know, you're not stopping with them.  Not until you have complete satisfaction.  After all it's your money and you have every right to question and assist with your resolution.  Good luck to you!  I have to go call them now.. 

[Computer-Joe]

You can send a message to Alex. He's a troubleshooter for AT&T that handles problems. He will have the appropriate people contact you within a couple days to address your issues. To see his reply, click the little blue envelope, upper right corner of this page.

Or you can call the Retention Department. The quickest way in is to call the 2020 number, confirm your phone number when it asks (if calling from your home), and then just keep saying "none of those" to the rest of the prompts and it will connect you to a real human (and American citizen) within a minute or two. Tell them to transfer you to the Retention Department.

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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

[RX119262]

Just send a message to ALEX as suggested, we'll see.  Thanks for the comment and support.

[Computer-Joe]

OK  

Glad to be of assistance, let us know how it goes.

__________________________________________________________
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

[Muriel2012]

I understand what you are experiencing.  I recently move and had to sign up with AT&T because they are the only provider in my area.  It took three weeks before they got the phone working properly.  They initially told us that they did not provide the universe television in our area and directed us to direct tv.  Who we signed up with for the bundle with AT&T.  Later AT&T called us and said "oh yel" we do provide television and if you get all three with us, we will give you this deal and also give you credit if Direct tv wants to charge you a cancellation fee.  That was all wrong.  When we called back was told, we don't do that and we apologize for giving you wrong information.  By that time, they had sent the new equipment out and a service rep to install.  They service rep installed a new gateway and took the old one. I called to report and was told it would be taken care of.  Next month a get a bill charging me for unreturned equipment, the gateway.  I called in and got transferred more than five times and still never got anything resolved.  One of the rep told me, the charge is legit and it will remain on your bill.  Next rep told me, you will get the credit but now your phone is going to be disconnected, so I will transfer you to accounts receivable to make arrangements.  It was close to 7pm and when she transferred me, I got the closed message.  I am usually not the person who spends time complaining, but this is ridiculous.  I asked to speak with a manager and was put on hold and later told, my wait could be 15 minutes or more.  If this is how big business works, we (in this country) must be crazy to accept this.  What happened to "treat others like you want to be treated".  This should apply in all cases.  I hope enough people get upset with this treatment and decide to make a change.  I don't kow what the answers are, but I will keep searching!!!!

[RX119262]

After I read all the other postings that had similar issues, I actually feel more upset and hopeless.  Fortunately, I did get a message from Robert on behalf of Alex today promising that a manager will look into my issue and contact me.  I'm keeping my fingers crossed.