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.
texasguy37
