Promotion scam

[JNorfolk]

I just spoke with a ATT manager.  The salesperson who sold me my internet service (2 wks ago) told me that the promotion monthly rate was $24.95.  My first bill should be that price plus activation (she did not mention any monthly router charge which I also will have).  After speaking with more agents and being disconnected (this sounds like everyone else), I finally was told the manager would call me today.  He did handle another faulty billing fee, but he just told me I have to pay full price for 2 months before my account is reimbursed.  I am trying to LOWER my bills not increase them, and I this is a false promotion.  I am very disappointed with this type of bait and switch.  What can be done? 

The salesperson also said that the full price was $40 (and I'm informed it is now $48) but that I could call after 12mo and get it adjusted to the current promotion... I have a bad feeling that that will not work - especially after reading these posts.

Thank you

[dhascall ACE - Master]

---

JNorfolk wrote:

I just spoke with an ATT manager.  The salesperson who sold me my internet service (2 wks ago) told me that the promotion monthly rate was $24.95.  My first bill should be that price plus activation (she did not mention any monthly router charge which I also will have).  After speaking with more agents and being disconnected (this sounds like everyone else), I finally was told the manager would call me today.  He did handle another faulty billing fee, but he just told me I have to pay full price for 2 months before my account is reimbursed.  I am trying to LOWER my bills not increase them, and I this is a false promotion.  I am very disappointed with this type of bait and switch.  What can be done? 

The salesperson also said that the full price was $40 (and I'm informed it is now $48) but that I could call after 12mo and get it adjusted to the current promotion... I have a bad feeling that that will not work - especially after reading these posts.

Thank you

---

This is U-Verse internet?  I would call 1-800-288-2020 and when Voice Recognition comes on say "Cancel my service."  You WILL get connected to a retentions employee who can most likely offer more and better promotions than the manager.

Bait and switch?  Did you get the deal, in writing?

Your posts seem to disparage AT&T with "all of these posts" and "like everyone else" statements  No, not everyone is having these issues nor is everyone disconnected.  In fact the few times that I've been disconnected, they called right back.  That is why they say "can I get a callback number (or I see that you are calling from (xxx) xxx-xxxx)" in case you are duisconnected. 

There are often legitimate complaints but with 3+ million subscribers, 10-20 posts a day to a forum does not represent "everyone," lol.

[JNorfolk]

I did call and speak with a retentions employee who was vastly helpful and found a myriad of problems with the original contract that had yet to be uncovered.  The woman helped my situation and I am very grateful. 

Yes, it is bait and switch because the "verbal contract" was not offered as promised.   I'm sorry you don't like my "absolute" terms, but when each message that I read posted in the forums for billing problems involves the same situation, I begin to generalize.

Thank you for your suggestion.

[Uniblurb3 ACE - Master]

Glad you got it straightened out JNorfolk. With all the problems the retention rep found with your verbal contract it was probably a sales subcontractor who sold you the service rather than an employee. That's probably why we're seeing so many of these same complaints in the forum and they often do more harm than good.

[RCSMG ACE - Expert]

It seems like people will fair better if they called and ordered the service directly from ATT customer service department.  Then they wouldn't be at the mercy of possible lies that are told by the door to door contracted sales people.

[bseacrist]

---

dhascall wrote:

---

JNorfolk wrote:

I just spoke with an ATT manager.  The salesperson who sold me my internet service (2 wks ago) told me that the promotion monthly rate was $24.95.  My first bill should be that price plus activation (she did not mention any monthly router charge which I also will have).  After speaking with more agents and being disconnected (this sounds like everyone else), I finally was told the manager would call me today.  He did handle another faulty billing fee, but he just told me I have to pay full price for 2 months before my account is reimbursed.  I am trying to LOWER my bills not increase them, and I this is a false promotion.  I am very disappointed with this type of bait and switch.  What can be done? 

The salesperson also said that the full price was $40 (and I'm informed it is now $48) but that I could call after 12mo and get it adjusted to the current promotion... I have a bad feeling that that will not work - especially after reading these posts.

Thank you

---

This is U-Verse internet?  I would call 1-800-288-2020 and when Voice Recognition comes on say "Cancel my service."  You WILL get connected to a retentions employee who can most likely offer more and better promotions than the manager.

Bait and switch?  Did you get the deal, in writing?

Your posts seem to disparage AT&T with "all of these posts" and "like everyone else" statements  No, not everyone is having these issues nor is everyone disconnected.  In fact the few times that I've been disconnected, they called right back.  That is why they say "can I get a callback number (or I see that you are calling from (xxx) xxx-xxxx)" in case you are duisconnected (there is no "u" in disconnected)

There are often legitimate complaints but with 3+ million subscribers, 10-20 posts a day to a forum does not represent "everyone," lol.

---

As an FYI

[goshawk2]

bseacrist:

If it's not bait and switch, I don't know what to call it.

AT&T has been running this scam for a year or more.

I have signed up for three different accounts in three different locations. One ordinary DSL, two Uverse. All three times, I was responding to their promotional pricing, which they advertise constantly on their website. These prices are widely published.

EVERY TIME I have to fight with them about the promotional price. They readily admit that I should be paying less, but they make the same absurd claim every time -- that their billing system can't actually reflect the discount, and that I have to pay full (non-promotional) rates until their billing catches up. After about 6 months, they apologize and credit me for the overpayments.

This is not a mistake on their part. It is an intentional and systematic practice. 

And by the way, I try hard to find the same agent I talked with before, but I can never get back to that person. And like Norfolk, I have been disconnected, and no one calls me back, despite always having my callback number. I wonder why you get such favorable treatment?

[spd2demun ACE - Expert]

Call and ask for Sales; I've had better luck with them when it comes to promos or billing problems.  And as you've discovered, the communications company doesn't communicate within itself very well.

If you get no satisfaction that way (or are already talking with Sales), then try contacting Alex, one of the AT&T Community Managers for further assistance.

[LTinCA]

Here is my situation:  I signed up for the 19.95/mo plan online for just internet. When I got my first bill, I called because it did not reflect this price.  I was being charged $38/mo.  I was told I would be reimbursed by the 3rd bill.  When the 3rd bill came, I was told I should look for the reimbursements on the 4th bill.  4th bill came: I got a discount down to 24.95, but NO REIMBURSEMENT for what I had paid already. I called AGAIN, got the run around, then was told by someone in the "rewards center" that I actually did not qualify for the rate I signed up for because I ordered over the phone...that's the way it was entered in the computer system (so of course, this is what happened).  THIS IS A BLATANT LIE.  I did NOT order my internet over the phone.  I know I signed up ONLINE for the 19.95 rate.  All I want is the rate I signed up for AND the money I'm owed back.  Left a voicemail for a Melissa in the Uverse Center.  But, after the runaround I've had, my trust in AT&T is down the drain. So disappointing and frustrating.  Please AT&T don't let me think you're the kind of company that nickels & dimes your customers with this bait & switch scam.  Any help would be appreciated.

[RCSMG ACE - Expert]

Send Alex a PM he is an ATT Community Manager on the forum.

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

[LTinCA]

Thanks for the quick reply RCSMG. Sent Alex a message. Will post again with the final results.

[RCSMG ACE - Expert]

Your welcome.

[LaserEye]

I have the same problems and am a Victim of this ATT Bait and Switch. I'm waiting to hear back form the Att General in my state.

[restored content]

[spd2demun ACE - Expert]

I referred you to Alex as well (in your other post).

---

LaserEye wrote:

I have the same problems and am a Victim of this ATT Bait and Switch. I'm waiting to hear back form the Att General in my state.

---

[oufanindallas]

---

LaserEye wrote:

I have the same problems and am a Victim of this ATT Bait and Switch. I'm waiting to hear back form the Att General in my state.

---

Don't hold your breath on that one.

[ajstreets]

I just finished talking with billing after receiving my first bill.  I was originally given a price of $73.95 for the first three months with increases after the free HBO ended ($89.95 for 3 months) and promo rates ended ($111.95 for 6 months).  This was supposed to include TV with HBO, internet and all the equipment fees... everything except taxes and surcharges.  The first bill they charged me $80 and I was told it wasn't worth doing anything for $7.   I tried to explain that when you figure in 12 months it is a big difference.  They did at least waive the $36 activation fee to try and make me feel better (even though it was supposed to be waived to begin with and it won't appear on my bill for 1-2 months).  If the bill were the only problem I would probably not even think twice about it but the TV service is problematic.  My 1st month as a customer has me rethinking my decision to leave DirecTV.  Even with the Michigan weather I never lost service as much as AT&T has in the last few weeks.  After spending too much time on hold I decided I will just have to suck it up and reset the DVR every day or two.  They do make it convenient by putting the instructions right on the front... DirecTV never did that.

[mibrnsurg ACE - Master]

---

ajstreets wrote:

I just finished talking with billing after receiving my first bill.  I was originally given a price of $73.95 for the first three months with increases after the free HBO ended ($89.95 for 3 months) and promo rates ended ($111.95 for 6 months).  This was supposed to include TV with HBO, internet and all the equipment fees... everything except taxes and surcharges.  The first bill they charged me $80 and I was told it wasn't worth doing anything for $7.   I tried to explain that when you figure in 12 months it is a big difference.  They did at least waive the $36 activation fee to try and make me feel better (even though it was supposed to be waived to begin with and it won't appear on my bill for 1-2 months).  If the bill were the only problem I would probably not even think twice about it but the TV service is problematic.  My 1st month as a customer has me rethinking my decision to leave DirecTV.  Even with the Michigan weather I never lost service as much as AT&T has in the last few weeks.  After spending too much time on hold I decided I will just have to suck it up and reset the DVR every day or two.  They do make it convenient by putting the instructions right on the front... DirecTV never did that.

---

For the billing problem, Contact Jam, the AT&T Community Manager that has helped many users, by Private Message (her response, blue letter in upper right are PMs):

http://forums.att.com/t5/user/viewprofilepage/user-id/2548143

For TS, as you should not be rebooting every other day, I'd contact David and his tier2 team here:

http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=david

Follow the directions under TROUBLES w/UVerse or install problems and hopefully they will solve your problem, let us know what happens. Good luck.

Chris

---

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[snchen]

I have similar situation too. I am still waiting for ATT to solve problem. It passes three months already. I was told it would take another 2~3 billing circles this morning. How impressive speed to deal this problem! It's too hard to believe it not a scam

[spd2demun ACE - Expert]

Try contacting Julie, one of the AT&T Community Specialists for further assistance.

---

snchen wrote:
I have similar situation too. I am still waiting for ATT to solve problem. It passes three months already. I was told it would take another 2~3 billing circles this morning. How impressive speed to deal this problem! It's too hard to believe it not a scam

---

[RCSMG ACE - Expert]

Jamileh is online right now she is an ATT Community Manager on the forum.  You can send her a PM.

http://forums.att.com/t5/user/viewprofilepage/user-id/2548143

[smallgray]

Basically the same thing that happened to me.  And when I called to get it fixed, and then approved a payment of $29.95, they took out almost $200.

[spd2demun ACE - Expert]

Did you send a PM to Alex as suggested in your other post?

---

smallgray wrote:

Basically the same thing that happened to me.  And when I called to get it fixed, and then approved a payment of $29.95, they took out almost $200.

---

edit to add post link, for your convenience 

[snchen]

spd2demun,

Thanks a lot to point out. I am new in here. I don't know how to reach Julie? By message or phone?

Thanks in advance.

[FedUp128]

dhascall wrote:

"This is U-Verse internet?  I would call 1-800-288-2020 and when Voice Recognition comes on say "Cancel my service." "

This is gold.  I'm keeping it for the next time one of their promises to me is broken.  I'm one of the lucky ones; I've gotten partial solutions to my problem.

As for Uniblurb3's references to subcontractors - maybe' that's what the problem is.  I had documentation and everything of the deal I was given but didn't actually get.  I thought I was talking to an AT&T employee.  Thanks for suggesting a possible cause.

[spd2demun ACE - Expert]

Send a PM (Personal Message), it's a private conversation that cannot be viewed by anyone on the forum. 

Contact Julie, one of the AT&T Community Specialists--just click on the underlined name.

That will take you to the PM section.  When she replies back, look for an email notification (if subscribed); easiest way is to look at the blue envelope atop each page.

When you have a PM waiting to be read, a number will appear beside the envelope.  Looks like this:

---

snchen wrote:

spd2demun,

Thanks a lot to point out. I am new in here. I don't know how to reach Julie? By message or phone?

Thanks in advance.

---

[FedUp128]

Spd2demun:  Thanks, but I've been working with Alex (and Tammy) and gotten some results (see my posts elsewhere).  Not expecting to use "cancel", but glad to know about it, just in case.

BTW, I LOVE Rambocat!

[spd2demun ACE - Expert]

That's fine--Julie has been filling in while Alex is on holiday vacation.  Normally, Alex handles Uverse.

Rambocat is here for your entertainment, enjoy!

---

FedUp128 wrote:

Spd2demun:  Thanks, but I've been working with Alex (and Tammy) and gotten some results (see my posts elsewhere).  Not expecting to use "cancel", but glad to know about it, just in case.

BTW, I LOVE Rambocat!

---

[1DM]

I thought that I was the only person out there who had billing problems with AT&T U Verse. I was promised $14.95 rate. My first bill was for $45/month and then reduced to $25 after I protested. In spite of repeated calls, they have still not reduced it to the $14.95 offer they promised me. On top of it, they have started to charge me $5.00 for late fees. I will pay the bill once a corrected copy is sent me. Might be the time for many of us with the same problem to send certified letters to the CEO and let the message filter down to the appropriate parties. I'll send one off tomorrow morning.

What is happening to AT&T? I used to have a great deal of respect for them.

[snchen]

Just found this post. Thanks a lot. I've sent PM to Julie.