AT&T Uverse Bundle Nightmare

janet browne · ‎05-21-2012

I feel AT&T is committing a deliberate fraud promising one price bundle, but instead I am getting 3 different bills with increased price every month. This is quite different from what I was originally promised from the salesperson at an AT&T storefront.

Over the course of 4 months I have tried to work this out over the phone but the customer service reps have yet to resolve the issue.

I have been with AT&T for decades. However, I'm really disturb over this. If this issue is not resolve and not credited for overcharges by the end of the week I will be filing complains with Better Business Bureau (BBB), Federal Communications Commission (FCC), and Florida attorney general's office about AT&T's sales and billing practices.

texasguy37 · ‎05-18-2009

You receive 3 different bills each month for what services?

janet browne · ‎05-21-2012

Wireless
Residential
U-verse

{personal content removed for safety}

texasguy37 · ‎05-18-2009

If your home phone service is a traditional POTS landline, it cannot be combined with your U-verse bill. Only U-verse voice service (VOIP) would be included in your U-verse bill.

Your existing AT&T wireless bill can be combined with your U-verse bill. You can actually log into your U-verse account online and do this yourself.

janet browne · ‎05-21-2012

Dear texasguy37,

1. We had U-verse voice service (VOIP) & U-verse Internet installed. I was told this would be bundled. After 4 months and hours with customer service this still has not been DONE.

2. This month we received 2 bill for the same wireless account. TWO BILLS. We have gone online to combine the existing AT&T wireless bill several months ago as you suggested. We have spoken with customer service for hours and after 4 months this still has not been DONE. Now we are getting different TWO BILLS for the same acccount.

Do you see the trend hours. 4 months and hours with customer service explaining the same issues and nothing is getting resolved. Randall Stephenson is running this company into the ground. I have lived up to my end of business relationship. Even paying for services I was told would be reduced and bundled. Now I getting 2 bills per month for some accounts.

So texasguy37 what else do you suggest I do to resolve my problem?

Best regards,

Janet

texasguy37 · ‎05-18-2009

Something is very odd about #1, if you actually have U-verse voice and U-verse internet. Those 2 U-verse services should be on the same bill without the need to make a request or do anything. I have never seen anyone else report receiving separate bill for 2 different U-verse services. Separate bills would occur if there is a non-U-verse service involved except for the election to combine your wireless bill with your U-verse bill.

Send a PM to Alex who is an AT&T Community Manager on this forum.

janet browne · ‎05-21-2012

The original question was what are the 3 bills we are receiving. As stated in the aforementioned post the 3 different bills are:

Wireless
Residential
U-verse (U-verse voice and U-verse internet)

I have provided you with the account information. Do you not have access to your billing records and the relevant services. The U-verse voice and U-verse internet are both on the U-verse bill. This not the issue.

The issue is the Residential bill and wireless services that have been repeatedly promised to be reduced and bundled with the U-verse bill.

This was sales pitched at your storefront by your salesperson and repeated by your customer service reps. Yet 4 months later this has not been resolved.

texasguy37 · ‎05-18-2009

I don't have any billing records other than my own. I don't have any storefronts, salespersons or customer service reps. I am a U-verse customer not an AT&T employee.

This is the customer forum for AT&T U-verse customers. The purpose of this forum is to allow customers to help other customers resolve issues, to share information and to help them get the most out of their service. You are not speaking with AT&T when you post on this forum.

If we are not able to help customers resolve issues, we can direct them to someone at AT&T who can futher assist them in getting there issue resolve. Thus, I suggested that you contact Alex in my previous post.

By the way, I have no idea what "Residential" means in your message. It is also not a good idea to post your billing account numbers on a public forum.