I am posting this complaint after serval calls and no information on who to call or write regarding complaints
January 25, 2011
To whom it may concern:
I have has so many issues with my ATT Uverse internet bill. It has been 6 months and the issue is still not resolved. I am incredibly frustrated with the customer service. I just want my bill to be the amount told and promised to me when I switched to ATT Uverse. I have not once had a correct bill. This is completely ridiculous to have to be on the phone for more than 3 hours waiting and waiting for manager after manager promising to resolve the billing issue and they will call back only to never have received a call from anyone.
I originally had ATT DSL service but started having problems with the service constantly being down. I called technical service July 5, 2011 to JUST have things checked out to see what can be done to resolve the issue. The customer service rep stated there was nothing that could be done and recommended that I change to Uverse and the cost would only be $19.95 a month and no charge for installation. I was completely fine with that because I work at home and need my internet service to work. I was paying $14.95 for DSL so $5 more was great to get a faster and reliable service.
The installation was schedule on July 18, 2011 and things seemed to be fine. Working great, no complaints. Then came July 29, I got home in the evening to fine my internet was not working. Called ATT only to be on hold for 2.5 hours for ATT to tell me I never had service. I couldn’t believe what I was told. Seriously I didn’t have service. I have the Uverse modem, cables, and even the pamphlet the technician gave me after completing the service. The ATT rep basically made me feel like I was lying and stupid for thinking I had service. I hung up after arguing that I have ATT internet and decided to try again the next morning. Again another 3 hour hold time, this is no joke, I have a phone bill proving my wait time; I finally got to speak to a supervisor. All I wanted was my internet fixed. After talking to the supervisor and explaining everything all over about price and getting my uverse service up and running he schedule for another installer to come out and correct the issue. The manager said he would call me to check on the issue a few days later. HE NEVER CALLED. According to ATT, the original rep did not schedule to have my DSL canceled when setting me up with Uverse and there was some sort of overlap so both were disconnected on a Friday evening of all nights. I complained that some sort of phone call should have been made when ATT notice the issue and not just shut service off especially when it was a weekend and nothing can really be done to correct the issue.
The next installation went great again and things were up and running. Now I get a bill. I was charged for the 2nd installation $149 and the monthly rate for internet was $49. My mouth dropped, plus my credit card had already been billed before I could complain because I wasn’t receiving bills. I never signed up for paperless and started to wonder why I didn’t get a bill. I decided to look online and that is when I noticed the bill. I called to discuss the bill and I should have called to complain about the customer service rep for her tone and language, she stated I was never told the original price of $19.95 and does not see why I think I can get Uverse for that price. I was furious with her for the way she spoke to me and asked to speak to a manager. She said he was unavailable and there would be nothing he could do be she has already so me the same thing he would tell me. I insisted on speaking to a manager, finally he came on the line. He said he could credit the installation cost and yes I could get the price for $19.95 because I have DIRECTV and this is consider a bundle. I also will get $5 off my DIRECTV service. I was again please with his service and he stated he would call to confirm with me the issue would be fixed because he had to get with another department to correct the issue but promised he would call with a status update. STILL NO CALL AGAIN. Also told it would take 2 billing cycles to correct the issue and credit will be back dated to July to the price I was originally told of $19.95 a month.
October 28, check my bill and still the monthly rate is not corrected. Yes, the installation was credited and I am grateful but still the monthly rate was not. I called AGAIN. This time called the bundle department gave them my DIRECTV account number and the customer service rep stated AGAIN yes I should be charged $19.95 monthly and a discount of $5 on my DIRECTV bill. I was so happy that he could help. He said that the original rep didn’t put in the code for the bundle and neither with the manager I spoke to regarding the billing. But assured me it will be corrected and will show up in about 2 billing cycles. I was pleased with the outcome of this phone call and also I the wait was no more than 30 minutes to get someone on the phone. So happy.
Now it’s January 2012 and guess what? Still not credit or correct monthly rate for my Uverse service and no discount on my DIRECTV bill either. I am at my wits end with ATT. I love my service and yes want to switch to Uverse TV but with the way the customer service is I just can’t deal with them anymore. I decided to write a letter because I am tired of waiting on the phone only to be told the issue will be corrected and corrected but nothing is done. I also have to tell my story from the beginning because apparently ATT does not put notes in there system about account issues and will not tell me who I originally spoke to.
I don’t understand how a company can deceive customers into thinking we will be charged a rate if we switch to their service only to change that rate without noticed. I would never have switched to a $49 monthly rate from a $14.95 rate. I just want what I was told from the being when I was just trying to get tech support and talked into changing to Uverse. This is one reason why I am afraid to change to Uverse TV.
ATT please just fix my bill and credit my account from July 30 start date for the monthly rate told of $19.95. I recently got ATT wireless and hope I don’t have an issue like this on my wireless bill.
Thank you,
Erik
[edited for privacy]
texasguy37
