Charge for $149 "installation" service that I installed myself?

[marbear54321]

I have not received a contract in the mail with my set up package nor did I get one by email despite being told over the phone and online that I would.  I now see that UVerse requires a 1 yr contract for the special offers.  When I signed up in February it didn't and ATT refuses to send me a copy of the agreement.  Interesting to note also that there were two hyperlinks in the order email that were labeled as "important information about my account" but NEITHER LINK WORKED.

Also, I was charged a $149 "installation" fee that was also not mentioned to me and is not viewable anywhere online in anywhere in discussion of charges and fees.  I INSTALLED IT MYSELF!!!  I had someone on the chat feature contact the billing office last week and I was supposed to hear back in 24 hours.  I haven't heard back.  Interesting that today there isn't any account support available online thru the chat feature, only sales?  I went into an ATT store yesterday and they can't help me because its online's problem but they did let me call ATT from their phone.  The girl I spoke to on the phone supposedly waived the $149 fee and another $36 fee (that I didn't even see on my bill!) but when I log in today to pay the charge is still there.  My bill is due by the 24th and I'm not going to pay for something that I didn't get.  I've also logged a formal complaint with the BBB but it seems like resolution will take longer and my account may fall delinquent.

Where is my contract ATT? 

[texasguy37 ACE - Champion]

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

[CaptainEli]

You are lucky to receive a $149.00 Bill. My first Bill was for $252.00. Another fact, don't believe anything AT&T Sales persons tell you, because someone behind a desk somewhere is over riding their promises. That is really bad. I wonder why AT&T is doing that or if Executives know about it. That's unethical business practice and AT&T Representatives are projecting very bad image of their company. I wanted to speak to a manager and they refused to connect me. I wanted to send them a letter, but they refused to give me the name and address of any manager. I wanted written confirmation of my agreement and the sales person refused to do that or Email me what we agreed upon. AT&T should look after these facts if they care about name and reputation.

[oufanindallas]

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CaptainEli wrote:

You are lucky to receive a $149.00 Bill. My first Bill was for $252.00. Another fact, don't believe anything AT&T Sales persons tell you, because someone behind a desk somewhere is over riding their promises. That is really bad. I wonder why AT&T is doing that or if Executives know about it. That's unethical business practice and AT&T Representatives are projecting very bad image of their company. I wanted to speak to a manager and they refused to connect me. I wanted to send them a letter, but they refused to give me the name and address of any manager. I wanted written confirmation of my agreement and the sales person refused to do that or Email me what we agreed upon. AT&T should look after these facts if they care about name and reputation.

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Your first bill will always be higher as it includes a prorated bill for the first month plus the next month. ALL providers do this.

If you feel your bill is truly incorrect, then send a PM to Alex.

[mabsie]

Wow, Captain Eli, I so agree with what you and everyone..Att is disgusting and after 40 years or more they have become my least trusted company on the globe....They are liars as to plans, prices, charges, speeds. and etc, etc.

My bill was over 300 and nothing was done as promised. Just going to report them and leave. Worst is government involvement gives me only one other company for fast speed internet even though I get charged monthly with government fees to see that poor?? and others out of range get internet connection that I can't even get in city due to far location on outside of area........I think I will throw away all connection to lousy internet and live in peace.

[miketrin]

I thought my case was isolated.

The sales people twice told me, no fees. First time was moving from 1 address to another, just uverse internet, no tv, no new equipment it came up to a $104 fee.

When i called to remove it i had to speak to 2 different people. The last one was in customer retention. She said she removed it. And then I asked her to sign me up for the uverse tv. (i only had internet) and again, i asked, no fees right, i'm just adding service. Again, she said no fees.

It took a "special" email to an address i got on these forums a while back.

[spd2demun ACE - Master]

My observation is that ATTs many depts. don't talk to each other (surprise!). 

I've had better luck getting charges removed by going directly to Sales (not Billing).