I received horrible customer service from Paul, the supervisor of the CSR I was speaking to less than 10 minutes ago on 2/27/2012 from 6:45-7:15.
I signed up for U-Verse and expected to receive $100 + $50 rewards card. I never received it. I called CSR, who redirected me to the rebate center, who directed me back to the CSR.
The CSR spoke to her supervisor and came back and told me that because I received so many good deals on my U-Verse service, they would waive my ~$70 bill and we'd call it even. I asked to speak to Paul and got an earful of conflicting statements.
First, he started off by telling me that he was doing me a big favor. Before we even talked about the rebate, he said he'd clear my bill because I was mistaken and I actually did not have a rebate. Then, after I pointed out that my account says $100 promo card on it, he said to contact the rebate center. I told him I contacted them and they said to call AT&T.
This entire time, he was basically screaming at me but got even louder and stated that the reason they told me to contact AT&T was because I was not eligible for the rebate. He asked me when I signed up - I said August according to my emails and he said it was in September (because of the month delay to actually get service). He said there were no promotions in September. I pointed out the promotions obviously were established when I actually SIGNED up for it.
Next, he proceeded with the thing that angered me the most by telling me that because I was using a bundle service - with Internet and U200, the savings I got from bundling it together made me ineligible for the promo card. I'm still insulted to think he would even suggest that. He also proceeded to calculate the $50 or so I'm saving by being in a bundle and multiplying it by 6 to tell me that I'm saving $300.
I asked if the $300 savings were the promo - which makes absolutely no sense - why would the promo be for $100 and not $300....and why do I have $100 promo card right on my billing statement.
I asked for his name and agent number and he cleared my ~$70 dollar bill.
I do not know whether to file a complaint with the Better Business Bureau or how else to escalate this. If Paul is a supervisor, I don't know who I am supposed to go to in this situation. I do know that this was by far the rudest and most senseless customer service I have ever received. I was literally flat-out lied to multiple times in one conversation.
I expect to hear back from someone as soon as possible, preferably Paul
{personal content removed for safety}.
Phil-101
dhascall
