Why is AT&T Not Honoring the Promotional Rate they Advertised?? [ Edited ]

[parkridge]

Hi,

I ran into same issue. ATT is not honoring promotion offered over phone for one year sign up with att uverse. Custome reps are not able to locate any notes in the account. Is there any agency we can report this? I called twice to confirm the promotions over phone at the time of sign up. The order number I recieved is also not useful. Looks like, they are doing this intentionally. I suppose to get $23.05 off my att max plan for 1 year from 04/02/2012. Is it possible to get the records of our conversation to verify the offers. Please help.

{subject edited as new topic was created}

[RCSMG ACE - Master]

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

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

[ATTAlexCM]

Thank you @RCSMG!

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parkridge wrote:

Hi,

I ran into same issue. ATT is not honoring promotion offered over phone for one year sign up with att uverse. Custome reps are not able to locate any notes in the account. Is there any agency we can report this? I called twice to confirm the promotions over phone at the time of sign up. The order number I recieved is also not useful. Looks like, they are doing this intentionally. I suppose to get $23.05 off my att max plan for 1 year from 04/02/2012. Is it possible to get the records of our conversation to verify the offers. Please help.

{subject edited as new topic was created}

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Welcome parkridge. I'm sorry to hear about the promotional offer 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 look into it.

Regards,
Alex

[parkridge]

Thanks for the help.

[parkridge]

Thanks for the follow up. Replied to your PM message. I read about these issues on various forums. That is the reason I did a follow up call on 04/03 for the confirmation. I asked few times and each time CSR confirmed me about this promotion. I even insisted about email confirmation with the contents of promotion and email discussion. None was provided by CSR. She just gave me order number which is not useful. Please let me know if you need further information.

[madrac]

I've been having the same problem with a promised promotional rate on the uverse max internet since December.  Every month, I'm overcharged and have to spend 30-60 minutes with customer service (and I use the term customer service loosely because the service is pathetic).  Yet again with this month's bill, same issue.  Last time I called, apparently no records in my account and the cust. service rep was [word filter avoidance].  From now on, my solution is to dispute the overcharge with my credit company and I'm no longer wasting my time calling these mental midgets at att customer service. of course, this is only temporary until i find a new internet and tv provider, then i'm done with att.  I will also transfer my work cell service from att to another carrier, and ask all my co-workers to do the same. 

[Edited to comply with Guidelines]

[HavasuMike]

I'm having the same problem.   When I called today, they said that a "supervisor" would call within 7 days and fix the problem.  This is my second month with this problem.  Is anyone getting any satisfaction to solving this problem?  Although I have been happy with my uverse internet, I am not too impressed with ATT. 

[budchevy]

They told me on the phone my bill would be $19.95 a month for the first year plus taxes.  I know I had to buy a modem for the U-verse but when I got my bill today it was $179.61.  Whats up with this.  I don't have a prorated or late bill so why so much??  Can't get a real voice on the phone to talk to.  Looks like I may be changing services and just started this one!!

[supaflyz]

I suggest you guys contacting Alex. I had the same issues. I came across this forum and notice that some people were having bill issues. I made sure to call back for confirmation. Someone told me they can't get a hold of the notes that the original rep told me. Luckily for this forum, every thing was solved.

[bdcusa]

To add to the above advice, let me give you the link to contact Alex.  You can send him a private message by clicking on this link.  He should be able to get your problem resolved.

[misskelly]

I am having this exact issue.  I now have the UVerse IPDSL and am thoroughly disgusted with AT&T at this juncture.  Previously, I had the standard DSL, on a promotion for the 6.0 speed for $20 a month.  I then moved to a different apartment in the SAME apartment complex.  When I called to have my service transferred, I was told that even though I was an exisiting customer, they were not activating any new standard DSL accounts and I'd have to "upgrade" to the UVerse.  I was very displeased by this as I'd tried out the UVerse Internet and TV bundle previously, with a bad experience.  I was assured that I would like the service, it was new and improved, would be just as fast, and most importantly, would be the SAME price.  I could fill a page with the horror show that followed.  I ended up with about three additional accounts and didn't have working internet in my new unit until I'd been living there for about a month.  After everything was setup correctly, or so I was told, I setup my Banking BillPay to pay AT&T, $5 per week, and thought this would be the last time I'd hear from them.  No such luck.  I am now getting calls from them, that my account is past due and in danger of disconnection.  I called to find out how this could be possible when my bill is $20 monthly and I'm paying $5 weekly.   I was told that the promotion I was promised, is only for customers with two services, and since I only have the IPDSL, it couldn't be applied.  Talk about bait and switch!  Apparently, I am on a $30 a month plan, which was not what I was promised, I NEVER signed up for, or agreed on.  So, they're wanting me to pay $10 extra dollars a month, for services THEY insisted I change to, when the equipment and plan I was on prior was in perfect working order and was suiting my needs just fine.  Now, every time I call, I am left on hold indefinately or transferred into what I now call the "black hole", which is the automated phone loop from hades.  You camp out on the phone with them explaining what they should already know, for hours... just for them to, at long last, fix what should never have been an issue in the first place.  Frankly, I feel they should PAY ME after their {word filter evasion} poor customer service and this gross inconvenience.  

[ATTAlexCM]

Thank you all for contributing to this topic. If you haven't done so already, for assistance with account specific questions/concerns, please send me a Private Message with your name, account number, phone number and the best time to contact you.  We'll get you in touch with the group that can look into it as noted within this thread.  I'm closing this thread for now to keep it relevant. 

*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