AT&T OVERCHARGES EVERY MONTH - BEWARE! - $19.95 Plan, ATT charging $43.00! [ Edited ]

[renicja1]

I won't even go into the nightmare AT&T caused me in just simply trying to install internet.  I will say this, I called to have a standard internet service(never initialized) transferred to my new residence.  The sales group/manager approved free installation and a monthly fee of $19.95 per month for the service.  After a full month of back and forth troubleshooting to get the uverse service up and running because they did not have standard internet, there was still no internet service.  However, AT&T still falsely billed me $43.00 + $300 plus in installation, service calls and fees!

EVERY MONTH SINCE INSTALLATION THEY CONTINUE TO OVERCHARGE ME @ $43 per month when my service agreement is for $19.95!  Now they are claiming I am late.  Even after speaking to agents on the phone, they do not reverse the charges!  I have even opened troubleshooting tickets with their customer care and they, never even call back!

I'm tired of AT&T's baiting techniques and overcharging to customers that simply want a service without being lied to!

I even have cell phone service and have been a customer for years!  You would think AT&T could get their act together, especially after defrauding and filing BK in the past!

[Per Guidelines:  Keep it Relevant and Appropriate].

[RCSMG ACE - Master]

It is clear that some info is being missed in your account.  I suggest you send Alex a PM he is an ATT Community Manager on the forum.  He can get you to the right person/dept, to get that issue resolved.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[renicja1]

Thanks, I will do that.  The only problem is that Alex will just put me back in contact with customer service and I will most likely get the same story that it will be resolved...However, when the next month rolls over, it will be the same old story, once again.

[RCSMG ACE - Master]

He has helped lots of people, so apparently he has access to more resources than just the frontline CSRs.

[renicja1]

Thanks, I PM'd Alex, but Alex never got back to me. 

[renicja1]

Whoops! My Bad, I didn't see the PM message. Alex did get back to me...like immediately! I was waiting for a copy to be sent via email, but I suppose the community didn't forward it because it was a PM response. Thanks

[texasguy37 ACE - Champion]

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renicja1 wrote:

Thanks, I PM'd Alex, but Alex never got back to me. 

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Did you click on the blue envelope in the upper right hand corner of the page to check your PM's?

[texasguy37 ACE - Champion]

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renicja1 wrote:

Whoops! My Bad, I didn't see the PM message. Alex did get back to me...like immediately! I was waiting for a copy to be sent via email, but I suppose the community didn't forward it because it was a PM response. Thanks

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Using the link below, change your settings so that you receive email notification when you receive a PM on the forum.

http://forums.att.com/t5/user/myprofilepage/tab/user-preferences%3Aprivate-messenger

[renicja1]

Now AT&T has SHUT OFF my entire broadband service!!! Not only do they have a $100 dollar deposit from me already, they simply just disconnect my Internet service! Because I refuse to pay an overcharged amount of $43 a month that should be $19 a month they COMPLETELY CUT OFF my entire service! I got one thing coming to them, I guaruntee that everyday of SHUT OFF service due to their own mistakes, is one day less that by LAW I will not have to pay! I have already contacted them several times about this and they have already previously before stated they will fix the issue! Now they completely SHUT OFF my service! [Per Guidelines:  Keep it Relevant and Appropriate].I AM DONE WITH THIS! James

[renicja1]

You can bet at this point that I will be informing the 26K plus people I work with to be forewarned that BE VERY CAUTIOUS in using AT&T products as they can/will lose ISP connectivity on a whim! Therefore they will have NO INTERNET CONNECTIVITY into work to perform their on the job/on call work activities! I will also make it my mission to speak with our contracts administrator in order to have them DROP ALL AT&T WIRELESS business as well! Steer Very Clear of AT&T! James

[texasguy37 ACE - Champion]

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renicja1 wrote:

You can bet at this point that I will be informing the 26K plus people I work with to be forewarned that BE VERY CAUTIOUS in using AT&T products as they can/will lose ISP connectivity on a whim! Therefore they will have NO INTERNET CONNECTIVITY into work to perform their on the job/on call work activities! I will also make it my mission to speak with our contracts administrator in order to have them DROP ALL AT&T WIRELESS business as well! Steer Very Clear of AT&T! James

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Wow!  Sounds like you have a lot of clout.  When you talk, people listen.  

[renicja1]

@texasguy37,

While I can tell based on your response that you are more interested in sending me a left jab than fixing the issue, the simple fact remains, that clout really has nothing to do with it.  What is of issue, is the fact that the customer service I have received (as well as many others) is far substandard than anyone's common expectations or standards.  I have probably spent no less then 30 communications back and forth with AT&T agents regarding the same 2 issues.  This too me is unacceptable.  For instance (a completely different issue), I signed a contract with AT&T pertaining to my wireless business, through my company expecting the "promised" discount offered...After 5 months of contacting AT&T to tell them that they were overcharging my wireless account, they finally did something about it.  Even still they refused to credit back the previous months that I was overcharged!  There are local state as well as Federal Laws as it pertains to "Bait and Switch" tactics that appear to be violated on a consistent basis with AT&T.  A person should not need to make multiple phone calls or contact a provider over and over after an agreement has been made to fix the original issue.  Furthermore, A simple search on the internet will reveal numerous other people who have had the same issues...these people have dealt with the same issues over and over on a "monthly" basis.  So, texasattguy37, if you really are not going to address the issue or problem, then there is really no need for you to respond to someone elses' complaint.  Furthermore, if your job is to facilitate this community board, I suggest that you do it in a manner that is receptive and resolves these many issues that happen to people over and over!  This is not a first time issue!

[texasguy37 ACE - Champion]

You came to this forum on May 18th seeking assistance in resolving an issue that you had been unable to resolve.  A resource (Alex) was suggested for you to reach out to to get your issue resolved.  You have not indicated what assistance was provided through this resource.

On June 3, you posted the following comment on this forum:

You can bet at this point that I will be informing the 26K plus people I work with to be forewarned that BE VERY CAUTIOUS in using AT&T products as they can/will lose ISP connectivity on a whim! Therefore they will have NO INTERNET CONNECTIVITY into work to perform their on the job/on call work activities! I will also make it my mission to speak with our contracts administrator in order to have them DROP ALL AT&T WIRELESS business as well! Steer Very Clear of AT&T! James

It appears now that you are more interesting in posting complaints and threats than actually getting your issue resolved. 

You had a suggestion for me.  Now I have a suggestion for you.  If you are not interested in getting your issue resolved, there in no reason to continue to post on this forum.  This is a peer to peer forum for U-verse customers.  We are customers not AT&T employees.  We can offer assistance in helping other customers get issues resolved.  We can also direct customers to resources at AT&T if we are unable to provide assistance with an issue.  Posting general complaints and threats to us about what you are going to do because you are unhappy with AT&T is of no use.  We can do nothing to resolve you issue other that what we have previously suggested.  Since this is a peer to peer forum, if you want to complain to AT&T, you should contact AT&T directly by phone or letter.

[Pitchfits]

Do you view your bills online? You should see the $23.05 credit posted there...however if there is a past due amount, those credits post there and not the current amount...so it always looks like you're overcharged....

[renicja1]

Keep it relevant. You are just another pawn.

[renicja1]

My account is shutoff! With a $100 dollar deposit for a pre-existing account. And a $100 dollar deposit for this account. With the CREDIT that ATT owes me for overcharging my account for 6 months, I am still in good standing before my due date! Therefore, I have done nothing wrong, except contact these people at a miniumum of 30 x's! This is numerous on the internet, everywhere, as it pertains to overcharging!

[renicja1]

@Texasguy37,

I came to this site months before the 18th! I ..... have read numerous postings you have made. You obviously do not know what a threat is! Posting factual information is not threatening. What kind of Peer to you claim to be? You are most certainly not a Peer to anyone, especially when all you have NO advice! Once again, you miss the point! A contract is a contract! It has nothing to do with unhappiness,  If you had opened your eyes, you would ahve seen that this was never a GENERAL complaint! You simply had to read the SUBJECT line! Not one word that you have writtent has been anything other then a chearleading session! Good LUCK with your notable future!

[Edited to comply with Guidelines]

[texasguy37 ACE - Champion]

Thank you.  Good luck to you also!  

[renicja1]

@texasATTguy37,

You too!

[englande]

I know exactly how you feel. Last October I signed up for U-verse 200 and Internet Elite. With a promotion, my total monthly bill would be $85. My first bill was $300!!!! I called and all they could say was "First bills are always little bit higher due to activation fees and two months of service. Your next bill will be normal." That still does not add up to $300! So, I was put on a payment plan (I wasn't very happy about it, but its all I could do). My next bill comes in and it's still outrageous...$343. I called at least 6 or 7 times to fix this and couldn't get any solution. Come to find out 2 mos after I signed up, my promotional offer had never gone through. It was still "pending" in the system. The agent I had originally signed up with didn't enter it correctly. The customer service agent told me they'd "send it through for me, it would take up to 2 weeks." After 2 weeks, my promotional offer still hadn't gone through. I called back and waited on hold for 45 min and then got dropped during the call. I finally got through again and explained my whole situation to a brand new customer service agent. We went back and forth until I finally asked if I could cancel. I was connected to manager and they settled everything and upgraded my service for free.

I thought all was fine until now....I decided to cancel my TV service because I was paying for it, but hardly watching it and money is tight these days.  No problem dropping service. It took a matter of a couple minutes. Now, I just got my recent bill and it is almost twice what I was paying! My promotional offers do not end for another week. What is going on AT&T?! I will be calling them tonight to fix this issue. They have undoubtedly been a huge pain and VERY VERY costly. Their mistakes came at a high cost for me while I was paying hundreds on a bill that was advertised to be $85! I could not even afford to buy my family christmas gifts last year because of this miscommunication and HORRID, crooked customer service.

[renicja1]

@englande,

First let me tell you that I am so sorry you are going through this!  I feel your pain, in that I experienced it first hand! 

I want to throw a major KUDOS out to you for keeping your composure!  I personally had been through so many lies from agents that I have a constant bitter taste in my mouth about it!  It may be wrong for me to approach it that way or feel that way, but after numerous months, numerous phone conversations, 5 service calls (I kid you not!), at least 2 phone calls to the Phillipines, I had, had enough!

My advice to you is this:  Depending on your principles or depending on your financial abilities...I advise you to fight this tooth and nail!  My belief is that they pull this with every customer...or many of them!  I say this simply because your billing amounts look very, very, very familiar to what I was charged!

A couple of the trolls here, whom make themselves feel better by making suggestions to contact this person or that person here on the site, probably will not work for you.  In my case(not too mention the multiple other open incident tickets I have open with ATT) , none of these troll suggestions worked!  In fact I am still waiting for calls back from customer service reps. who have supposedly been informed of my issues from the trollers here.  I was in fact told in a PM message that I would receive a call within 72 business hours.  I have not and nor do I count on it happening.

My strongest advice to you is to calculate how much you believe you truly owe.  Then take approximately 1 hour out of your day to address it via phone call.  Take down every name(trans.#), agent# and as many notes as possible.  You will find that the agent will not want to give you their unique information, especially if all they have done is facilitate your request.  It is an odd beast to say the least as to why they do this, but my guess is that it is all in the action of money! 

If you do not get anywhere with the first agent, ask to speak with a manager and by all means if they do not drop your call or hang up on you(thus the 1 hour of time you need to address this), get that managers' information!  If you do in fact get resolution to your satisfaction, get any and all transaction information.  You also will need verbatim notes in order to coorborate your story for when next month roles around and you still have not seen any changes on your account.

I would then check your account frequently for the next couple of weeks until the next billing cycle, as what is posted on your account can sometimes be temporary due to something else not going through.

AND TO THE MEDIATOR OF THIS FORUM, IF THIS IS NOT A RELEVANT RESPONSE TO THIS PERSONS ISSUE, THEN THE TRUE COLORS OF THIS FORUM ARE EVIDANT!

englande-I wish you the best and report back frequently so that "a true" comrade like myself can continue to help you through this!

[renicja1]

Newest in the BAIT & SWITCH saga:

On June 4th, 2012, After calling and speaking on the phone with Steve for 1hr and 30 minutes, who stated that if I had wireless service that I should receive $19.95 uverse monthly.  Supposedly a credit was issued for the 4 days of shutoff of my service as well as $60 credit for overage/overcharge of $29.95 a month for the last several months.  This brought my bill balance down to $12.95 which was due on June 5th.   (I paid this directly from an ACH debit on June 5th, 2012 on the due date).  Steve then guarunteed that I would get the $19.95 a month service promised to me in my contract for the remainder of my service affiliation.  Steve then transfered me to Fay at customer service center at on/off service center.  I spoke to her about turning the service back on based on the fact that my bill had been being OVERCHARGED on a monthly basis (EVEN though I have been paying the difference on my account) and that there was a $60 and $3 credit that have been re-applied to my account.  I stated to Fay, that I will make a payment of $12.95 on June 5th (which I did).  Fay placed me on hold to make sure all of her notes were entered into her system to restore the service.  After asking her if there would be further issues, she stated, "That all of the notes reflected the changes and there will not be an issue going forward.

On June 19th, 2012, I logged back into my account...Now not only am I still being overcharged @ $29.95 per month, I was charged a restoral fee of $30.00 (even though the SHUTOFF was due to a balance that was reversed due to OVERCHARGES on a monthly basis).  So, AT&T went ahead and charged me a restoral fee even though the account was NOT in arears and paid IN FULL before/on the due date!  I am thankful that I have logged all of my conversations for future historical information retrieval.  At this point people need to know that about these "tactics" that AT&T employs with their loyal customers!

AT&T still has not contacted me on their behalf even after being here in these forums and receiving 2 suggestions that I PM people.  There are a few trolls around here who claim that they help others, but in reality it is just more "smoke and mirrors". 

This is consistent POOR, POOR, POOR service!

[edited for privacy]

[renicja1]

@Pitchfits,

Yes, I do view my online account, usually 2-3x a month to verify any irregularities.

Bill cycle period: 12/28/2011 - 01/12/2012 -

I incurred new charges of $388.50 -

$175.00 Account charges

$213.50 for U-verse Internet

from the transfer of service from a previous residence using a self install kit, to a new residence.

Bill cycle period: 1/13/2012 - 02/12/2012 -

UVerse still not in service

$5.00 Account charges

$43.00 UVerse Internet charges

Bill cycle period: 02/13/2012 - 03/12/2012 -

Uverse now in service and up

$43.00 UVerse Internet charges

total amount due: $29.95

Bill cycle period: 03/13/2012 - 04/12/2012 -

$43.00 UVerse Internet charges

Total amount due: $43.00

Bill cycle period: 04/13/2012 - 05/12/2012 -

Previous Balance $43.00

$43.00 UVerse Internet charges

Total amount due $86.00

Bill cycle period: 05/13/2012 - 06/12/2012 -

$59.52 UVerse Internet charges

$30.00 Restoral fee charge

$29.57 Total Other Charges & Credits

Total amount due $59.52

After calling multiple times I am still not being billed $19.95 per month.  I am futher being gouged for other extraneous charges after speaking t multiple agents stating that everything is being taken care of.

[trucnguyensd]

I do have the same problem; that is being charged $43.00/month for my internet service for the last several months. I called them several times (at least 4) waisting counless hours. I was promised every time by the person on thephone that I would be credited in the next bill. It has yet to happen.

It's my opinion that AT@T is not honest with its customers and can be described as deceiving. I cannot wait for my contract to expire so that I can get out of this mess.

Shame on you AT@T

[RCSMG ACE - Master]

If it hasn't been suggested or you haven't already done so.  Send Alex a PM he is an ATT Community Manager on the forum.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[Pitchfits]

Wow! I know this doesn't help your particular case but at&t did change how promos were added because of issues exactly like this...they finally listened to their customers

[kolbys22]

i have had the same problem for 2 years now been overcharged.I really really want to go to the top with this thing.they wont fix the problem no matter what i do .Ive never ever had a bill that was right.

[fatwalletguy]

Whenever we have more than 2 or 3 people in the forum talking about the same issue , why  is att not taking them seriously , instead of acting on it I got a canned message talking about how some one from att is going to contact me the same day , I am not going to hold my breath

[oufanindallas]

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fatwalletguy wrote:

Whenever we have more than 2 or 3 people in the forum talking about the same issue , why  is att not taking them seriously , instead of acting on it I got a canned message talking about how some one from att is going to contact me the same day , I am not going to hold my breath

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2 or 3 people talking about an issue is not a crisis.  This is a user forum meaning that 99% of the people on this forum are users just like everyone else.  There are a few AT&T employees that post on here and even they will tell you the same thing, send a private message because your personal information should not be published in a public forum.  Any time there is a billing issue or an issue with an account, we, as users, have no access to account information.

[izmeeh]

I'm not sure if you have gotten any result with Alex.  A lot of people got their problems resolved after contacting Alex. 

You can also contact ATT Customer Care here:
http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

I had a similar situation with the promotion not applied.  I called during the first few months of service and no one knew what I was talking about.  However, a rep was able to read a note more than a year later and applied all the owed credit to my account.  I didn't even know to ask; he just did it on his own. 

Sometimes, a nice request goes a lot farther than making empty threats.  When dealing with customer service reps, I've learned to be patient and document everything to provide information if needed later on as it doesn't help bringing negativity to the situation.  Good luck everyone and stay positive.