initial Billing Does Not Reflect What I Signed Up For [ Edited ]

[angelranger]

I am already suspicious of what I signed up for when I was forced to trade ATT-DSL for ATT-Uverse.

 I moved my residence from one apartment in this building to another, one floor up. Same street address, same everything but the floor. I was a DSL subscriber and was perfectly happy with it. I called the ATT service number to cancel the landline phone and reinstall upstairs and was told the service call fee would be waived since it was the same address. It wasn't - but that's for another post. I paid that in full and am waiting to see if indeed it is credited to my account as instructed. I really doubt it.

Next - on October 28 2011 - I recalled to have the DSL line disconnected and reconnected. That operator told me DSL was not available at my address since Uverse was now in service and that I had to subscribe to Uverse. The old  Graham Bell System, as the operator put it, is being phased out and fiber optics will be taking over. I do not want TV or wireless phone, just the internet. So what can I do? I have been an ATT customer at this address for over 30 years. I agree to: 1) a prorated billing period for the shut off of the old DSL 2) a new activation fee 3) a one time switch over fee  4) a free modem and 5) no service call fee as it is the same address and not my fault that DSL is not offered any longer. I could "use my old modem for a doorstop" she said.  The total initial bill was quoted to me as being  $84.40. due Jan 4th.  That's fine I say. I get a new account number, and receive several emails stating my order number xxxx  will be completed on Nov 23 2011 by 8 pm. That's three weeks or more away. When the landine phone tech comes out he installs the new line and kills the DSL. He tells me that DSL actually is in service here, there are substations to pulse it in the area since we are far away from the initial downtown source. I am without any web accesss for three weeks. Fine. By Nov 19 or so I get several emails stating the modem has shipped and my install is Nov 23. On Nov 22 I get a call from the techman saying he has it installed and I should just connect the modem!  Wha ??  it's supposed to be tomorrow, Fred!

I get home at 6 pm, it's dark and raining hard, I see the grey box has been left open, both doors, exposing the wires and connectors and it's really raining hard!  Luckily I had a pen knife to close the screws. I finally get modem connected (the auto sign on redirect neglects to put the "s" in the http activation address). The upshot is my first bill is for $281.55 !!  $100 for the modem and $149.00 for installer. It's only been two weeks or so but already I see I will have to get out before they make up some other false charges. I will call a CSR tomorrow. Hope I have 4 hours to spare at work. I will update as this progresses. i want my 100 back and the install fee removed as I was told by the sign up operator on 10/28/2011.

[Edited to comply with Guidelines]

[angelranger]

Replying to my own post for Part 2 Initial Billing Does Not Reflect etc.  Early this morning I called the Internet Services # and got a CSR within 5 minutes. She was very gracious and accomodating (Thanks Laurie) and was able to clear up my two concerns.

1) $100 rebate for "free" modem should be available to me by 12/22 in the form of a Visa card rebate. If not I should call back and reinstigate. I did sign up for email alerts at the rebate center webpage so they can't say I'm unreachable.  However an additional note was put on my account to reaffirm my status as reward eligible. A DSL subscriber that 'upgrades' to Uverse warrants an upgraded modem - reimbursed by a rewards card. Why that is not applied directly at the time of billing was a mystery to her.  Also it appeared twice on my bill, once as a charge and once as a zero. Why it was there twice was also a mystery, as if someone updated the acount (which creates a letter after your account #) and then exited without making adjustments.  

2) The 149.00 Installation Fee has been wiped out - within 24 to 48 hours I am told. It was obvious to her (and anyone really) that as my service was Self Install-and several email updates confirm this point- that In No Way should there have been a $149.00 charge for me to connect my own modem. Read Part 1 for how the access box was left open during a rainstorm and tech showed up a day early. How the charge got there she didn't know. I am told to short pay my bill by that amount and pay the $100 modem fee and wait for the Visa rebate card. More as the situation develops. Maybe there is a God.     

[dhascall ACE - Master]

Cool!  If you are satisfied, please mark your response as "helpful," so others may see that your problem got fixed....

[angelranger]

OK, Further to my posts on or about Dec 13 2011 here's what happens next...(BTW  the checkmark issued by the moderator was without my knowledge, why meddle?) I short paid the bill by 149.00 and haven't heard anything back yet so it's a litlle early to claim "resolved status" dear moderator.

Dec 14 2011 Got a confirmation email: Thanks for Signing Up etc. Here's you new rewards card...go to this address for easy redemption etc.  Not So Fast my friends...

I wait until Dec 28 as I'm busy with Christmas and they state your account has to be active for 30 days and I started Nov 22 2011. So it isn't 30 days yet. On  Dec 28, 2011   7:00 am or so I go to the link to activate the card, pick up the card, whatever. GET the $100 Reward Card that's supposed to cover my "free" Modem, for which I am billed $100 AND paid for upfront as a courtesy to my credit rating.  The page I'm directed to won't recognize my account as being in the rewards database.  Ha Ha fooled again ! I'm sent an email after having to call a rep to "get service" for something PROMISED to me at the time of sign up, and my account isn't recognized. So I get the Rewards Center # to call. I call it and get a robot, it has nothing to do with assisting you to get your rewards card. Have to call the 800 288 2020 number again anyway. Finally rep#1 says he can't help me, sends me to rep#2 (another Laurie) who quickly takes my account, checks my psword, and says the card has been claimed and will be sent in the mail 4 to 6 weeks from today. So the moral is "It isn't over until the customer says it is over"  and I say it isn't over yet. Will report back whether I get it or not.        

[spd2demun ACE - Expert]

Try contacting Alex, one of the AT&T Community Managers for further assistance.

[jimgfitzgerald]

I don't know why some people have such a hard time understanding the rebate cards.  It's really very simple.  You have to be a customer for 30 days or more to claim your card.  Otherwise, people could get the rebates, then cancel service.  After 30 days, you go to the website and claim your card.  Then, within 4 to 6 weeks you receive your card.  I received mine for $150 within 2 weeks of making my claim.  Then, you use your card for whatever you want, with a few exception, until it's used up.  It couldn't be any simplier than that.  You just have to be able to read and understand instructions.

[markwmsn]

The wait for a month is justified. The need to "claim" the rebate is not.

[oufanindallas]

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markwmsn wrote:
The wait for a month is justified. The need to "claim" the rebate is not.

---

Every company that uses rebates require some form of claiming it, whether mailing in a rebate to get a refund check or clicking on a link in your account. 

Most companies that use rebates expect fewer than 10% of eligible purchases to actually file and claim their rebates, that why they use it instead of automatic discounts or coupons.

[markwmsn]

That's a description of intentional abuse of process (or an intentionally abusive process), not a justification.

[jimgfitzgerald]

Having to claim your rebates is a normal business practice.  Nothing abusive about it at all.

[markwmsn]

Intentionally planning the process to make it so difficult that you expect most rebates will never be collected may be "normal business practice," but that does not keep it from being abusive.

[skfwilson]

After 2 months I had to call to find out where our card was.  They never sent it and had "forgotten" to.  We did get it eventually but never would have if it weren't for my call.

[rbprivate]

I received my u-verse service less than a month ago. I signed up online and was told my rate would be $84 a month for one year. For the U300 TV service and Elite internet service combined. My first bill is $194.97. I have called customer service several times and they say that amount of $194.97 is correct. I told them today to go out on their website and see it has been changed to a 6 month deal same services for $74 for the both per month. They can really play dumb.

Shopping for other services!!!

[texasguy37 ACE - Expert]

---

rbprivate wrote:

I received my u-verse service less than a month ago. I signed up online and was told my rate would be $84 a month for one year. For the U300 TV service and Elite internet service combined. My first bill is $194.97. I have called customer service several times and they say that amount of $194.97 is correct. I told them today to go out on their website and see it has been changed to a 6 month deal same services for $74 for the both per month. They can really play dumb.

Shopping for other services!!!

---

Your first bill will always be higher.  The first bill will include a full billing period plus a prorated billing period beginning from the date of your install.  It will also include any one time fees (i.e activation fees, extra installation charges, etc.).  

The U-verse bill has detailed line items that show exactly what you are billing billed for and the time periods covered.  You should be able to review the line items on your bill and see what items make up the $194.97.  Do you see any discrepancies in the line items on the bill?

[skfwilson]

Even though our bill was higher and there was the prorated part, they were still not giving us the promotion we were contracted for.  I had to make the girl do some math on a calculator as she was having alot of trouble understanding.  We got our credit but are still having ongoing problems.  Good luck.

[angelranger]

Hello again. Replying to my own comments to above topic for update...

Today I received my new bill for Dec-Jan and still am seeing the 149.00 Installation charge minus a 18.05 credit for some reason. This means that CSR Laurie (see above) was incorrect in stating she had removed the charges. I called Uverse CSR -Gabriel- today and he is bumping it upstairs to another level. Perhaps I will get a call at work to re-discuss this issue.

How nice!    

Re: rebate card...thanks to fitzgerald for your comments, but it isn't as simple as you suggest. We the consumers are in a tangle of promotional offers, and should have a clear and precise statement of what exactly the promotional offer entails.

I did indeed have to call again and confirm my card was issued and yes it did arrive last week.  But not without effort.

So dear readers, never give up! I have my rebate Credit card, now am once again after the 149.00 Installation fee which was unwarranted as 1) I installed the modem myself and 2) Allegedly a customer forced to choose Uverse because DSL is no longer offered in my area (although that is what I was using up until the move to an apartment upstairs) is not charged the Installation Fee.

More as it develops.

angel 

[spd2demun ACE - Expert]

Thanks for the update; and the billing credits can take 2-3 billing cycles to show up.

Did you ask if they could give you a Corrected Billing amount to pay now?  If they agree the credits should have been/are issued, see if they'll give you the new amount.  Make sure to get the name, date, and time of who you talk to.

[angelranger]

Thanks speedemon, the CSR I spoke to this morning apparently wasn't authorized to provide any more information than what I posted. So I am waiting for a call. Granted today is a holiday in most states...but yes a corrected bill is what I am after.

It's becoming rather tiresome to re-explain the issue to yet another Rep. But I am patient...  

[spd2demun ACE - Expert]

I know it's aggrivating, I've been there many times in the past 30+ years.   If you haven't talked with Sales yet, you might try them (technically they're the one who made the deal).

[angelranger]

dhascall, I will if and when it is resolved. As of 1/16/12 it is still on my bill. I am told it can be 2-3 weeks before it kicks in...meanwhile I will shortpay again if not resolved by the due date.  The point is I never should have been billed for it in the first place.

[angelranger]

Thanks spd2demun, 

I guess if all else fails one can go back to the beginning and start over!  It's a simple issue, take an unwarranted charge off my account. I refuse to pay for something I did not purchase. If it gets to push and shove, then I resign my account. It's that simple to me. AR    

[spd2demun ACE - Expert]

Sadly, I wouldn't hold my breath waiting for a call-back (has always been rare in my experience).  And they should have all that info in your file, I don't know why they're asking you to recount everything.

If you haven't already contacted Alex, from this earlier post, please do so.

http://forums.att.com/t5/Billing/initial-Billing-Does-Not-Reflect-What-I-Signed-Up-For/m-p/3009505#M...

[angelranger]

Jan 18, 2012  

Further updates to the above topic. I was invited to respond by personal email to Alex-a forum monitor-who would assist me in resolving my issue of an unwarranted $149.00 installation fee charge. I did indeed write to Alex, gave my account# and P/N, and did indeed hear back from a representative on Moday 01/16.  I didn't see the response until Tuesday 1/17 evening. It appears in the blue envelope when you have signed in to your account. I provided my daytime phone to the responder and the best time to call. Today 1/18 I did indeed receive a call from David O. who was on the case! Yes ladies and gentlemen, if all goes well, the past balance due that appeared on my account after I was told specifically to short pay my Uverse bill will have been wiped out. AND I will be taken out of collection. What? asked I, was it sent to collection already? I signed up on 10.20.11 or so and have received one bill, which I short paid. The next bill with past balance due has already been sent to collection??? And it's not my fault AT ALL???  Let's see if my credit is affected like the poor consumer up a few pages. I mean really, the arrogance is just unbelieveable.

[spd2demun ACE - Expert]

Yeah, unless you're used to PMs on this forum...in the olden days, the little envelope would change color if you had a new message.

At least, it sounds like they're moving in the right direction!  Good luck!

[angelranger]

Final follow  up to this thread started Dec 2011 or so. Jan 16-2012 was the last response. My issue of $149.00 unwarranted installation fee was resolved by intervention of a higher level manager who personally called me in January. So I was cautiously optimistic (like a politician) that all would be well in February. Just got the new billing - I am charged a $5.00 late fee for the unwarranted and in my opinion illegal false bill for services I did not receive nor request. Sure, it's only a $5.00 charge, but imagine thousands of $5.00 fees in one bill cycle and  "now yer talkin' real money" (B. Goldwater) that's a lotta free money to AT&T coffers!  And the joke is Uverse internet is slower than the old DSL line!!! 

Even more comical is the alleged forum monitors feeding out corporate self congratulations for this and that promotion. In my view it's corporate shilling in the most shameless sense.

So I'm out another $5.00 for no reason at all. I expect 2 things in the future: 1)  eventually I will be so exasperated I will just leave ATT altogether and 2) ATT will  lose business and eventually fall apart due to crummy customer service, lousy infrastructure, [Per Guidelines:  Keep it Relevant and Appropriate].

Shine forth in justice my friends,

AR