05-15-2012 04:43:32 AM
I thought I was the only one who had been lied to about my service. I see that I am not alone and lots of other people have VERY similar stories. My story is as follows….will make me feel better to vent but I see I have no hope in getting any answers. I was contacted by AT&T back in September by Mrs. Slater. We (my husband and I) had been discussing changing our service (not AT&T) and looking into other options for TV, internet and phone service to help reduce our overall bills and still have all of these services. She quoted me a price of $185.00 a month plus tax for 3 tv’s using U-Verse U300, faster internet than we had now, unlimited local and long distance calling. It would be $5.00 less for U200 and if we wanted to add additional tv’s it would be $7.00 for each addition. There would be no deposit. However there would be a connection fee of $86.00 and another fee for $50.00 not sure now what for but that was acceptable. I told her I needed to discuss this with my husband and she was to call me back……she didn’t. I guess I should have left it there but oh no, I called AT&T back and spoke to Terrence who got me all signed up for my new U-Verse service. He scheduled an installation person to come to our house and hook us up!! He then gave me a NEW price with some promotion that was running at the time that our bill would be $147.00 a month AND he waived the $86.00 installation fee so we would only have to pay the $50.00 charge. Needless to say, we were delighted!!! That was going to save us $38.00 per month for a whole year and he was sure that they would be offering additional promotions when our year was over so that we would continue to save. The installation person, Matthew showed up right on time and quickly got us all hooked up, including our laptops, gaming console, and phone apps. He was quick and efficient. That is one of the FEW positive moments we have had with U-Verse. When we got our first bill it was WRONG. I called and spoke to Jeff in Miami who adjusted our bill, explained that it took a while (at least 30 days) for the discount to be applied. He then gave me a new price of $137.00 plus tax and with another promotion that had just come it the final monthly bill was to be $134.00 plus tax…..we would now be saving $51.00 a month not to mention this was WAY less than we had been paying for our previous tv, home phone, and internet. He was very nice and we were amazed at the politeness and very impressed with the additional savings. We did NOT ask for any additional promotions….please note this fact. These were added by customer service we were happy. Our November bill was WRONG. We let it slide, because Jeff had explained about the lag in billing and had assured us we WOULD get our discounts. In December when our bill was STILL wrong I called back and spoke to Brianna. She profusely apologized and said she could see the comments by Terrence and she gave us our corrected amounts for the Nov, Dec, and Jan bills. She was confident that the billing would be corrected by the February bill. Guess what….it wasn’t. I called again March 10, 2011 and spoke to Jason. He once again apologized for AT&T. He told me I needed to call 1-877-258-1427 to get my bill straightened out for good. He adjusted our bill and was kind enough to give us a $50.00 credit because we were having to call repeatedly. I told him it wasn’t our intention to be getting credits or reductions in the bill. We were happy to pay the $147.00 we had originally been quoted. We just wanted our bill to be RIGHT when we got it. He assured us that the $134.00 plus tax was what we should be paying and a call to that number would get it fixed. I called the number and reached a recording that informed me that the department was closed and were only available during the week M-F. I don’t know about you but I work full time and when I get home, it is time to make dinner. We don’t have time to sit on the phone for 30 + minutes. I did not call and the bill became delinquent. I called last night (5-14-12) and eventually after a long and frustrating round of pass me off to another agent spoke to Ethan in Jacksonville. He informed me that my bill had been in ERROR all along….duuuuhhhhh. Only problem being that all the discounts were in error….SURPRISE!!! He also informed me that I had NEVER been quoted a price of $147.00 the original bill was for $157.00. Do you see where we are headed???? We have now been thoroughly SCREWED by AT&T. The final judgment is that for the remainder of our contract we will be charged $159.00 plus tax for our monthly bill. Guess they have to make up for the $50.00 credit, the waived $86.00, and the discounts that we were given in Oct, Nov, Dec, Jan, and Feb. I am furious. I must say that Jason was polite, but I was too. But, I am posting this on the AT&T webpage for complaints AND on my Facebook page. I feel others need to know about how we have been treated and will proceed with extreme caution before getting roped into a year of hassle with AT&T U-Verse. To any of my friends whom I have recommended U-Verse to, I apologize and I hope your journey is not as disappointing as mine has been. I will add that we are NOT disappointed with our phone, TV service, or internet service…..just the customer service that we have received. We were LIED to…bottom line.
05-15-2012 06:33:13 AM
Yes, dealing with AT&T's inconsistancies can drive one to the edge, but from what I can see, you still ended up with less than the originally quoted price. So you're still saving money.
If you are still unsatisfied you can send a message to Alex and he will have the appropriate people contact you within a couple days to address you issues and hopefully provide you with a satisfactory resolution.
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
05-16-2012 10:41:35 AM
I can totally related.
Talked to probably more than 20 customer reps, each offering me different adjustments to a point that I don't know what I am getting. In my last conversation with a rude supervisor, I got even more upset when I discovered that she is not seeing what I was told by the rep that forwarded my call over to her!!!
Because I have AT&T wireless, I would get a promotion of $14.95/month. AT&T has a very complex way for giving you that amount. One rep told me that I would only get the credits back on the 3rd month so for the first two months, I have to pay $38/month. This is the 3rd month and I don't see any credits back and they are still charging me $38/mth. Talked to 2 customer reps and 1 supervisor today. The first rep told me that she didn't see any promotions being applied to my account so I am stuck with $38/mth. I told her that there is no way that I am going to pay that much and would want to cancel. She transfer me to someone else and it got disconnected. I called again and got the 2nd customer rep. She looked into it and told me that she was able to get me the promotion and made sure to apply that promotion to my account so that my bill will be $15/mth. However the credit won't get applied in the next bill but will show up on the next next bill. I was really upset about another issue which involved tech support and how they charged me several hundred dollars on my first bill. She said that she will transfer me to her supervisor and I was venting to her about all the ordeal I went through. I told her that I am not sure if they fixed my bill. She looked at my account and told me that my bill would be $38/mth going forward. I panicked because that is different from what the previous rep who transfered me to her said. She told me that I have already been given $100 adjustment for my monthly credit for the whole 12 months. I told her that the math does not add up. $38-$15 = $23. $23x12 = $276. AT&T still owes me $176 if that's how they are going to 'adjust' the credit.
Every rep that I talk to have a different story or explanation. This is so ridiculous!!!
05-16-2012 10:45:55 AM
You the link in the message above to contact Alex.