Sounds like nothing new

[omgpanda]

I think this will sound like a broken record, but like many other users on the forum, I'm also having trouble with being overcharged versus what I was promised.

In late September 2011, I had signed up for DSL.  I already had all the equipment, so it made more sense to me than U-verse.  I got an email to call AT&T, that there was a problem.  It turns out they were phasing out DSL in my area, and in exchange, would offer me a higher speed U-verse connection for $24.95/mo with $100 rebate after 30 days of service.  I explained to him that I already had the equipment for DSL and he offered that the cost of the Uverse gateway would also be waived. I verified with him that this was an addition to the $100 rebate, and he said yes, it was to cover the first three months of service and the $36 installation fee as a goodwill gesture.  I got his name and badge number to be able to verify this later but I don't have those notes in front of me now.

30 days later I hadn't seen the promotional card.  I called several different individuals, one telling me that there was such a card and that I needed to contact a different department (promotions?).  The next department very bluntly told me that no such promotional card would be coming to me unless I had signed up for wireless. I even confirmed his badge number with them, and they told me there was nothing they could do.  (I once had called in and had the gentleman transfer me to the Spanish line, I think out of frustration with me.  To be honest, I was argumentative, but this feels like theft.)

Every month since then, I've had to call and get the bill corrected.  For the first two months, they had tried to charge me the full $48. Finally, someone put the notes in my file that it is supposed to be $24.95, but it still takes a ten minute phone call to get it corrected.

I would like the address to write a formal complaint and I would like to know who to speak with to get my billing corrected one and for all.  When I move in October, I will not be renewing my service with AT&T.

[texasguy37 ACE - Champion]

To get your issue resolved, send a PM to Alex who is an AT&T Community Manager on this forum.

[ATTAlexCM]

Thank you @texasguy37!

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omgpanda wrote:

I think this will sound like a broken record, but like many other users on the forum, I'm also having trouble with being overcharged versus what I was promised.

In late September 2011, I had signed up for DSL.  I already had all the equipment, so it made more sense to me than U-verse.  I got an email to call AT&T, that there was a problem.  It turns out they were phasing out DSL in my area, and in exchange, would offer me a higher speed U-verse connection for $24.95/mo with $100 rebate after 30 days of service.  I explained to him that I already had the equipment for DSL and he offered that the cost of the Uverse gateway would also be waived. I verified with him that this was an addition to the $100 rebate, and he said yes, it was to cover the first three months of service and the $36 installation fee as a goodwill gesture.  I got his name and badge number to be able to verify this later but I don't have those notes in front of me now.

30 days later I hadn't seen the promotional card.  I called several different individuals, one telling me that there was such a card and that I needed to contact a different department (promotions?).  The next department very bluntly told me that no such promotional card would be coming to me unless I had signed up for wireless. I even confirmed his badge number with them, and they told me there was nothing they could do.  (I once had called in and had the gentleman transfer me to the Spanish line, I think out of frustration with me.  To be honest, I was argumentative, but this feels like theft.)

Every month since then, I've had to call and get the bill corrected.  For the first two months, they had tried to charge me the full $48. Finally, someone put the notes in my file that it is supposed to be $24.95, but it still takes a ten minute phone call to get it corrected.

I would like the address to write a formal complaint and I would like to know who to speak with to get my billing corrected one and for all.  When I move in October, I will not be renewing my service with AT&T.

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Welcome omgpanda. I'm sorry to hear about the ongoing trouble. I received your Private Message and replied with the information needed since this is account specific. Please check your Private Message inbox (blue envelope, top-right) for an update. We'll get you in touch with the group that can help.

Regards,
Alex

[southern_gal]

this sounds familiar, our U verse account was installed last Sept and we have experienced nothing but trouble. Every month, the bill is wrong. I have called many times & they still do not get it right! They tell me or promise me something & then when the bill comes, it's totally wrong! Why can't they get it straightened out? I am tired of calling, especially when the representative doesn't speak fluent English!! I am seriously considering Time Warner Cable service.

[RCSMG ACE - Master]

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southern_gal wrote:
this sounds familiar, our U verse account was installed last Sept and we have experienced nothing but trouble. Every month, the bill is wrong. I have called many times & they still do not get it right! They tell me or promise me something & then when the bill comes, it's totally wrong! Why can't they get it straightened out? I am tired of calling, especially when the representative doesn't speak fluent English!! I am seriously considering Time Warner Cable service.

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Southern_gal I suggest you send Alex a PM also.  He is an ATT Community Manager who can get you to the right person to get that issue resolved.

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