My AT&T Horror story started last July when I moved into my house in a new subdivision. I've tried all avenues to no avail and have had by far the worst customer experience(s) of my life. I called before I moved in and AT&T told me that they did not service the area for DSL or Uverse Internet (even though my neighbor has DSL). AT&T tells me they do service the area for phone, so I go ahead and sign up for service.
Phone Installation: Of course, instead of giving me a small window, I wait all day and the guy finally shows up at 6:30. Phone is installed, and the line is left running across my front yard, and the gutter to the box.
After the phone is installed, I call AT&T as there is an issue on my phone bill as I was not charged the promotional rate I was promised. While I'm on the phone, the rep asks me if I'm interested in DSL. I explain I wanted it all along but that I was told it was not available in my area. Before order I ask if I can get Uverse Interenet, and I'm told that they do cannot give me Uverse Internet, but can give me DSL. So, I go ahead and order DSL. My DSL comes and I install. I also notice a USB Wi-Fi included in the package, but Ididn't need so I just put in the closet.
The Start of the Billing Errors - My bill is incorrect again. I'm not charged the promotional rate on either the phone or the DSL. I struggle getting t othe right department and am transferred multiple times, put on hold, disconnected, etc. When I finally get to someone, and get the supposed 'credits' put on my bill, I'm asked if I'm interested in Uverse Internet. At this point, I'm getting very frustrated, as I asked previously for it. I'm told there is an installation charge, etc.. but that I can get it. I'm promised a promotional rate of $34.95 for 12 months
Uverse Installation: So, now I take day off to be home for the Uverse Installation. I get a call at 4 pm after sitting there all day that the guy was on the way, but asked if they had sent me a modem. I said no, so the installer said we would have to reschedule because there were no modems in the office. Great, another 8 hours AT&T has wasted. AT&T comes back the next week and completes the installation. We ask the installer if he will return our DSL modem and USB and he says No, we need to contact them and get a return mailing label
Trying to Return the Modem: We call and once again get bounced around and finally get someone that says they will send us a return label. It never comes. We call multiple times, but it never gets sent to us.
Trying to get our line buried At this point, our line is still out in the yard, and annoying our neighbors as its running across their driveway. Multiple calls to no avail.
More Billing Errors: So, now I get my separate Uverse Bill, and of course it is wrong. I'm not being charged the promotional rate. I bounce around again, as there is no one department that can help you will all your needs. Transferred, put on hold, intentionally disconnected is par for the course.
I then get my phone bill and I notice I'm still being charged for DSL even though I've moved to Uverse Internet. I also see charges for the DSL modem and Wi-FI USB thing. I call and explain I'm waiting for the packing label and that I never requested the WI-FI USB, they just sent it to me. I'm told that once they get the modem/wi-fi that I will get the amounts reversed. I finally get the label and mail in the modem and Wi-Fi thing certified mail. I'm promised I wont be charged the next month, that the appropriate credits will apply.
Next Billing Error: Another Bill, more errors. Uverse Internet still the wrong rate. I call in and say I'm supposed to get $34.95 and a representative tells me it takes 2 billing cycles to kick in.
I get my phone bill, and still billed for DSL and Phone and charged for the installments of the DSL Modem and Wi-Fi thing. I tell them that I've shipped it in, and have records. I'm told it takes up to 2 months for them to process it.
Next Billing Error: Same Story.. but worse. I finally stopped getting Billed for DSL (that I didn't have for 3 months), but get a charge for $135. I inquire as to what it is, and they tell me that they had charged me the remaining balance on the Modem\ USB Wi-FI. I'm furious, as I shipped it back. So, I'm told that it will come off, and that I can subtract $135 and pay the difference. So I do.
I wait a couple weeks and call, and after waiting for a 1/2 hour on the phone I'm auto-routed to collections as I had the balance of $135. At this point they are also charging me late fees, etc. At this point, we finally supposedly get it resolved, and they are going to take off the $135 and I'm told that I will not see the monthly installment charges for the DSL and Wi-FI
Next Billing Error - Are you kidding me!!! So, now I get my bill again... everything is wrong again.. I'm not charged DSL, but charged for the $10 for the DSL modem and $5 for the Wi-Fi installment again. This time I notice that my phone rate has changed and they are charging me about double what they were for Phone. Call again.. and finally (after going through hoops) that the reason was when I cancelled DSL to move to Uverse, it didn't appear as a bundle anymore. So, they had to do somethign to associate my Uverse internet with my phone.
Another Billing Error: You can't make this stuff up.. but I get another bill.. and this time I see a charge for $100. I call to inquire about this.. and I'm told it was a $100 cancellation fee because I cancelled DSL in the promotional period time. I once again, ahve to waste my time trying to get this straightened out. I'm told the $100 will be credited by next month.
Another Bill, Antoher Error: I get my Uverse Internet Bill, once again, the wrong rate. So, I demand to talk to a supervisor. At this point, I've called AT&T probably 20 to 30 times, and have probably wasted 40 hours either on the phone, or waiting for installers, etc. I try to explain everything to the supervisor and I'm told that I will continue to be billed the remaining installments of the Modem and Wi-Fi, as they wont accept returns after you've had DSL service for over 30 days. This was my tipping point.. After yelling for 10 minutes, the supervisor agrees to give me a credit for the remaining installments. This was 3 months after I mailed it back in, and 3 months that they had the modems back. Not too mention, i never asked for the USB WI-FI/nor had a need for it. I then move on to discuss my Uverse bill and the fact that I'm not getting my credits. He tells me that I'm ineligible because I had DSL previously, and that I will be billed the full rate for the remaining year. Once again, this was my breaking point, as I had been promised the rate multiple times by multiple individuals. I fight, but he is only willing to give me the promotional rate for 3 months. Yet, I wasted $150 on installation and would have never switched from DSL to Uverse Internet if I was not getting the promotional rate.
The sad part of this is the "short" version. AT&T should be absolutely ashamed. This behavior almost seems criminal. No one in the organization knows any of these guidelines, or can give you a real answer.
texasguy37
