U-verse did not honor what sales rep promised

tfpeebles · ‎04-30-2012

I was reluctant to try U-verse, but last month, the telephone sales rep assured me that the first month would be free, including a HBO package for 3 months, and I could cancel without a problem before the first month had passed. The installer was friendly and the install was smooth and quick.

My wife said she thought I was making a mistake. I told her her the first month was free. Now she says "I told you so."

I was busy that day, and later I noticed that the tv picture was awful. I cancelled after about 8 days (would have canseled faster if I had knows they were charging me for each day) and returned the hardware properly.

About a month later I received a bill for U-verse service, a "change fee" for canceling the HBO, and a service installation fee.

I would not have installed U-verse if I had known that it was not really free the first month.

I called customer service today and was disconnected after about 5 minutes.

Guess what I will tell my friends about my "U-verse experience?" Guess how fast I will hang up if another AT&T sales rep tries to sell me something.

As other posters suggested, I sent a private message to Alex.

RCSMG · ‎12-10-2007

Send Alex a PM he is an ATT Community Manager on the forum. He will get you to the proper dept/person to get your issue resolved.

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

tfpeebles · ‎04-30-2012

RCSMG wrote:
Send Alex a PM he is an ATT Community Manager on the forum. He will get you to the proper dept/person to get your issue resolved.
http://forums.att.com/t5/user/viewprofilepage/user-id/318276

I had already done that. See last line in my original post.

RCSMG · ‎12-10-2007

ok

tfpeebles · ‎04-30-2012

I don't mean to sound unfriendly to you. Thanks.

Jojomama · ‎04-30-2012

I have received my 2nd and 3rd bill now from U-Verse and it is still incorrect. My Service Order contract that I signed when they came to sell/install my service clearly states my TOTAL DISCOUNTED MONTHLY CHARGES is $164.00 (valid until promo ends) dated 14 January 2012; however, I have been being billed at a rate of $185 since the first billing cycle.

I have spoken to one of your operators after waiting 40 minutes who said the contract she has is different, I asked to speak with a supervisor, was placed on hold for over 40 minutes then cut off. I had Direct TV for many years w/o this trouble - switched because of the deal you made with me only to find you changed it.

Believed I was completely scammed by the door-to-door u-verse sells representative. WOW!!!!

tfpeebles · ‎04-30-2012

RCSMG wrote:
Send Alex a PM he is an ATT Community Manager on the forum. He will get you to the proper dept/person to get your issue resolved.
http://forums.att.com/t5/user/viewprofilepage/user-id/318276

I sent a note to Alex, but I heard that he was out last week so I also PMed Jamie. I'm not sure which one contacted customer support , but I received a call today from an AT&T agent who said that my bill was now adjusted to honor what the sales rep promised. (I asked him if I could hear the recording of the phone order with the sales rep, but he said that was not available at this time.)

Good news. Thanks Alex or Jamie, whoever made it happen. Keeping my fingers crossed that I won't get any more surprises from AT&T billing.

bdcusa · ‎04-18-2012

If you do have any other surprises, just let Jamie and Alex know and they will go to bat for you once again. They are good people. :-)

RCSMG · ‎12-10-2007

tfpeebles wrote:

RCSMG wrote:

Send Alex a PM he is an ATT Community Manager on the forum. He will get you to the proper dept/person to get your issue resolved.

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

I sent a note to Alex, but I heard that he was out last week so I also PMed Jamie. I'm not sure which one contacted customer support , but I received a call today from an AT&T agent who said that my bill was now adjusted to honor what the sales rep promised. (I asked him if I could hear the recording of the phone order with the sales rep, but he said that was not available at this time.)

Good news. Thanks Alex or Jamie, whoever made it happen. Keeping my fingers crossed that I won't get any more surprises from AT&T billing.

Let us know if your bill was actually adjusted or not.

ATTAlexCM · ‎12-05-2005

tfpeebles wrote:

RCSMG wrote:

Send Alex a PM he is an ATT Community Manager on the forum. He will get you to the proper dept/person to get your issue resolved.

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

I sent a note to Alex, but I heard that he was out last week so I also PMed Jamie. I'm not sure which one contacted customer support , but I received a call today from an AT&T agent who said that my bill was now adjusted to honor what the sales rep promised. (I asked him if I could hear the recording of the phone order with the sales rep, but he said that was not available at this time.)

Good news. Thanks Alex or Jamie, whoever made it happen. Keeping my fingers crossed that I won't get any more surprises from AT&T billing.

Glad to hear we could help. As mentioned by other members, we are here to help so if something doesn't look like in your follow-up bills, please send us a Private Message and we'll gladly get you in touch with the appropriate group.

Regards,

Alex

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Rethink Possible
Private Message (ATTCustomerCare for account specific help)

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Keep in mind; I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

ATTAlexCM · ‎12-05-2005

Jojomama wrote:

I have received my 2nd and 3rd bill now from U-Verse and it is still incorrect. My Service Order contract that I signed when they came to sell/install my service clearly states my TOTAL DISCOUNTED MONTHLY CHARGES is $164.00 (valid until promo ends) dated 14 January 2012; however, I have been being billed at a rate of $185 since the first billing cycle.

I have spoken to one of your operators after waiting 40 minutes who said the contract she has is different, I asked to speak with a supervisor, was placed on hold for over 40 minutes then cut off. I had Direct TV for many years w/o this trouble - switched because of the deal you made with me only to find you changed it.

Believed I was completely scammed by the door-to-door u-verse sells representative. WOW!!!!

I'm sorry to hear about your experience. For assistance with account specific questions/concerns, please send me a Private Message (click hyperlink to send me a PM) with your name, account number, phone number and the best time to contact you. We'll get you in touch with the appropriate group.

*To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

Regards,

Alex

--------------
Rethink Possible
Private Message (ATTCustomerCare for account specific help)

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Keep in mind; I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

tfpeebles · ‎04-30-2012

Thanks Alex. I added the "accepted solution" green check mark. However, the instructions for doing this are confusing. On my browser, the button to add the check mark is blue, not green. The check mark itself is green of course. Note:

"If you ask a question on the Wireless Forums from AT&T and receive replies, you will now see a gree..."