02-11-2013 07:19:54 PM
To whom it may concern,
Till now I don't want to express how angry, frustrated and helpless I am. I came here to post this in the faith that I can get some help for my AT&T Uverse billing problems.
I went to AT&T store to start my Uverse service on Nov 9th, 2012. I submitted all my information while the In-store sales rep helping me applied online and over the phone calls. I was then informed that the service will start at Noc 21, 2012. I thought all of the this going perfect and I was happy to start my service on the noted date.
So it was Noc 21, 2012, I plugged my modem in and waited till 10PM, No signal at all! I called the CS,. The sales rep tried all the troubleshooting methods and still without any service, They said no problem on their side and insisted it is because my gateway modem is broken (which proven to be not broken at all). I was then told by the sale rep that he would send a tech guy to my apt and find the problem. I asked whether there will be charges for that, then was told by the rep that the charges will be removed because she put a note on my record. I was not happy with the result but what could I do other then patiently waiting. Then the guy came and stayed for 3 - 5 minutes, only to check the jacks on the wall. Nothing wrong, but there was NO SIGNAL! Then again I called the CS, gone through all the trouble shooting again, then was finally told that the service will be activated on Dec 1, 2012!
Then Dec 1, 2012, again I waited till after 9PM, NO SERVICE at all!! I called the CS, and AGAIN went through the long troubleshooting methods. Dec 2, 2012, surprisingly the service started in the afternoon, (I didn't do anything that day to my facilities). I thought finally all these problems went away!! I WAS SO WRONG!!! The signals were on and off all the time after Dec 4, 2012. On 5 mins then off 15 mins for two days. So I had to call CS, waited, and waited, was told there is nothing to be done but send a tech guy to my apt (I was told again, If the tech guy asking me whether I want him to fix anything inside my apt, and if I say NO, there will be NO CHAGES!!! Since everytime tech guy came, there was no problem inside my apt, and the tech guys never told us about any charges!!!!). Ok, finally the guy found the wire problem outside the building and fixed it. Our internet finally started running properly.
This time I thought finally we are good. But I was WRONG again!!! On Dec 23 and 24, out service started acting unstable again, so I called and the sale rep said she will send a tech guy, I asked whether there will be charges, again she told me If the tech guy asking me whether I want him to fix anything inside my apt, and if I say NO, there will be NO CHAGES!! the tech guy came on Dec 25, stayed for a few mins, no problem found. He then left without saying anything, NEVER DID HE MENTIONED ABOUT THE CHARGES!!!!!
The signals were stable after Dec 26, 2012 till now, But the billing problomes started!! The bill came and I was charged by the twice tech guy came into apt as well as the gateway modem!! $298 dollars!!!! I called the CS billing department, was promised that the charges will be removed and I am all set. Then I logged in my account and found out nothing has been changed a bit!
I tried my best to contact the CS, been through their suspicious on me lying about being told FREE, (How would I know it is free if I was never told by the Sales reps!!!) Finally she agreed on giving back the $100 charge for the fateway once I return it, and remove the first charge of the tech guy because he did fixed the wire problem on AT&T side) . But insisted not to remove the tech guy charge on 12/25/12. She insisted that: if technician came up, and found no problem on att side, there will be charges. Which is different from what the sales rep tole me, which we stucked for hours, in the end she had the horrible tone and telling me in a way saying that she has been so generous to remove my first tech guy charge and the gateway modem charge (which should have NEVER added on my bill!).
I have spent so many hours on calling and waiting and calling and being treated rudely by CS reps. I just want some help to remove the sur charged on my account ($99 dollars on the 12/25/12 repair charge). I am so disappointely at AT&T Uverse Customer Service because the sale reps are justing giving empty promises while we customers are the ones sufferring with the billing department.
I would like to file a formal complain to AT&T Uverse Customer Service, and would like a solution to my billing problem. Please help me!
02-11-2013 08:33:55 PM
02-12-2013 07:27:03 AM
I'm sorry you've had such a hard time with this.
Please take TexasGuy's suggestion and send a PM to ATTCustomerCare. Please include your account and contact information so they can give you a call.
As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.
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02-23-2013 11:59:39 AM
You are not alone, My daughter is deaf and needs a setup to communicate using sign language via the tv and internet, but the upload on the uverse internet is terrible. On the phone with ATT for 2 weeks. Finally they sent techs, promised they would tell me if there was going to be a charge for what they were doing before they did it. I rent, its not my house, yet they made these changes without telling what they were doing. Since they left, the internet has been worse. The TVs cut out all the time and we have to change the channel to get it back or it kicks us off completely cant even watch a whole one hour show.
A month later I'm getting a $140 charge directly out of my account without any warning.
And my daughter still can't use her new system!!!!!
I'm contacting the AOG and the BBB. This is just a thief with a direct connection to my bank account.
02-24-2013 05:59:50 AM
Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include yur name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.
Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.