U-verse billing mess

[JosefinaD]

I went to the AT&T store to get the u-verse Internet special on3/21/12 nothing but problems, tech support and customer service totally clueless. They closed the original account and opened a new one. After three weeks of calls to tech support everything eas solved after I issue a complaint with the better business bureau. Now they are billing me124.25 for the account that they closed and for a connection that never worked with the closed account. They also want the modem returned or an additional charge of 150.00 will be added to the bill. I only received one modem, if I return it how am I going to connect.? I have entered another complaint at BBB and other consumer agencies and written letters to HQ. The web site of BBB has AT&T registered with a B rating and in the last three years more than 21,700 complaints received. Is this unreal or what?

[texasguy37 ACE - Champion]

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JosefinaD wrote:

I went to the AT&T store to get the u-verse Internet special on3/21/12 nothing but problems, tech support and customer service totally clueless. They closed the original account and opened a new one. After three weeks of calls to tech support everything eas solved after I issue a complaint with the better business bureau. Now they are billing me124.25 for the account that they closed and for a connection that never worked with the closed account. They also want the modem returned or an additional charge of 150.00 will be added to the bill. I only received one modem, if I return it how am I going to connect.? I have entered another complaint at BBB and other consumer agencies and written letters to HQ. The web site of BBB has AT&T registered with a B rating and in the last three years more than 21,700 complaints received. Is this unreal or what?

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Not really.  The BBB gave DirecTV an "F" for customers service.

Instead of contacting the BBB, to get your issues resolved, send a PM to Alex who is an AT&T Community Manager on this forum.

Also, check the settings on your account to make sure that you will receive email notification when a PM is received on this forum.

[RCSMG ACE - Master]

Alex has helped lots us people get billing issues resolved.  As TG suggested contact Alex through a Personal Message.

[marbert1]

We had the same problem in June...signed up for u-verse, said equipment would arrive on a specific date and old dsl would be disconnected. Equipment didn't arrive but dsl was gone and went through two days with tech support. Finally called Ohio consumer protection agency. They said they have no control over the internet problems, but would I like the number for "The Office of the President?"  Called 800*** **** and got an immediate response. Got equipment installed in one day with no charge and received several credits applied for the trouble. Just got my first bill which was messed up.  Called "The Office of the President" again and problem was rectified.  Make sure to keep track of names, dates and times of people you speak with.

[Edited to comply with Guidelines]