Credit flag issue (returned box)

jramsey_1 · ‎03-16-2010

Here is the situation. In 2008 we had U-verse at our apartment. We built a house and moved there in Oct 08. They had us cancel the old account, and ship the box back to them. They then came to the house, set up a new account with new boxes (weird, but that's how they do it). Initially they claimed they did not receive the box from the old account. Doing research on-line, I found out this was a common problem that many customers were experiencing. We talked to a representative several times. They almost turned the matter over to collections, before they realized that they did indeed have the box, their mistake ($300 credited back to old account). So we thought that this item was resolved. We now have U-verse TV, Internet, home phone, and an AT&T cell phone. We are enrolled in auto payments and never have missed payment. We have excellent credit and own a home.

Recently we wanted to add another receiver. I chatted on-line with a representative and they scheduled service for a tech to come to the house and add another box. We waited all afternoon and they did not arrive. After multiple calls, trying to figure out what happened, we find that they have flagged our credit. Talking with the billing manager today Cindy Munoz (San Antonio office), she can see that the $300 was credited back to the old account. She also freely admitted that AT&T had problems with the box return program. Unfortunately, she was not able to fix this. Said I could pay a non-refundable $450 for the new service. She tells me that she will send this out for review, and that they rarely change the credit status in the system. She said I would here back from her by Thursday.

So at this point I have a new 65" TV with no box, great credit, and only a thin hope that this will be resolved anytime soon.

Uniblurb3 · ‎09-14-2009

Seems like the credit status in billing is one of the most difficult things for them to correct.

Would go ahead and contact David. He is an AT&T employee that solves issues that CS/TS can't. Just follow the instructions in the link starting with "Problems with Uverse". Email him and somebody on his team will get back with you. They should be able to fix your credit status and they have a very good track record for solving problems.

I'm not sure how far your 65" HDTV is from the other STB/DVR but until you get your new box you can run multiple TV's off of one STB. Only problem is that you will be seeing the same channel on the same STB. Also a HDMI or component cables would be needed for a HD signal. Just a temp solution and maybe it is not worth the cable price. If you have a coax cable you could use this for SD signal. Could always move the STB/DVR to the new 65" TV. Just some thoughts.

Good luck.

jramsey_1 · ‎03-16-2010

Update: I did e-mail David. I hope his team can fix this soon. I have not received a call back from Cindy yet. My wife called to get the info we needed to contact David. While she was on the line a new cust serv rep said she would see if she could help. The solution she had was to cancel this account, send the equipment back and set up a new account in my wifes name (new phone number, and boxes). Although this is very inconvienient, we agreed. She started working on scheduling the disconnect and installationN but was having trouble getting everything into the system. She told my wife she would get it set up and call us today. We are waiting to hear back from Lynn, hope this works. Even if this works, I still want my record cleared up. I will update as soon as anything changes.

jramsey_1 · ‎03-16-2010

Update 2: Nothing back from David or Cindy. Lynn did call my wife back. They put in the disconnect, and will wait to put the new service order in.

I really can't believe that a company like AT&T can be so messed up. They readily admitt that their equipment return system was messed up. In fact they changed the way they do equipment returns after having so much trouble. They see in my record that they credited the $300 for the box issue, but refuse to remove me from the high risk status. CRAZY!!!!

jramsey_1 · ‎03-16-2010

Update 3: I receiver a reply from Davids team. They said they could help, but would need to cancel the cancellation request.

This morning Cindy called me. She said she had escalated this to the exec level and that they we changing my credit risk level from high to low. She will also cancel the cancellation. She said she would call me Monday to set up the order for the new outlet and receiver.

So, maybe just one more update to go. It has been crazy, but the end is in sight.

Uniblurb3 · ‎09-14-2009

When I read you were canceling service and swapping out all equipment I almost replied to your post to wait. Figured David's team could fix this without having to go through this hassle. Besides as you had said putting the account in your wife's name would still leave this credit rating hanging over your head.

It should be noted that David and his team work out of cooperate headquarters in Dallas where Executive Escalations is also located. Wouldn't doubt that your call from Cindy would have something to do with this team being involved. You never know what this team is actually doing behind the scenes but they do know how to "push the right buttons".

Good luck and have a feeling your problems will be resolved shortly.

randyl · ‎10-25-2007

Uniblurb3 wrote:

When I read you were canceling service and swapping out all equipment I almost replied to your post to wait. Figured David's team could fix this without having to go through this hassle. Besides as you had said putting the account in your wife's name would still leave this credit rating hanging over your head.

~~It should be noted that David and his team work out of cooperate headquarters in Dallas where Executive Escalations is also located~~. Wouldn't doubt that your call from Cindy would have something to do with this team being involved. You never know what this team is actually doing behind the scenes but they do know how to "push the right buttons".

Good luck and have a feeling your problems will be resolved shortly.

:_P)

Uniblurb3 · ‎09-14-2009

randyl wrote:

Uniblurb3 wrote:

When I read you were canceling service and swapping out all equipment I almost replied to your post to wait. Figured David's team could fix this without having to go through this hassle. Besides as you had said putting the account in your wife's name would still leave this credit rating hanging over your head.

~~It should be noted that David and his team work out of cooperate headquarters in Dallas where Executive Escalations is also located~~. Wouldn't doubt that your call from Cindy would have something to do with this team being involved. You never know what this team is actually doing behind the scenes but they do know how to "push the right buttons".

Good luck and have a feeling your problems will be resolved shortly.

:_P)

Randy, would you mind telling me the correct info if this crossed out text is wrong?

7/23/09: I received the above info from Sam, Team Leader Social Media Tier 2, Network Operations Center - Dallas, member of David's team and UverseCare.

Maybe David's team members are not centrally located in Dallas but spread out in different areas of the country? You tell me so I don't get this wrong in the future.