Promo Pricing Promised, Have Yet to See 5 Months Later (4 Months of Calling)

[noydbusiness]

My fiancee and I got AT&T U-Verse service back in June. We were only interested in the Internet, but because of asinine fees associated with getting just internet, we went with internet + cable. Before I scheduled to have the service installed, I called customer service to make sure what we were going to do was acceptable and because we were only going to be keeping the internet, I wanted to make sure we got the internet promotional pricing of 39.98 on the MaxPlus Internet package. The representative I spoke to was very courteous, and I waited while she notated the account and confirmed everything was good to go when they came to install.

Fast forward to after I cancelled the cable service.

I have called every month after that first one, because despite what I was initially told, I have yet to see that promo applied to my bill.  Everytime I call, I get 'I see that right here, but I can't add it. I'll make a case and it should get applied.' After the fourth or fifth time of  someone 'making a case', I'm admittedly quite frustrated.

My fiancee has been calling your reps for the last month or so, because I am sick of getting jerked around and lied to. I just want the pricing that your reps can clearly see I was supposed to get. My finacee, too, is getting frustrated with the 'We'll make a case and have someone call you' without a returned call schtick too. If he gets fed up and passes this back to me, I'll be cancelling my service, because I have never been lied to and pulled along on a string so many times by any service.

If Verizon FioS was in my area I would be gone in a heartbeat. And unless someone gets the monkey off their back and does something, TWC will have a new customer.

[RCSMG ACE - Master]

Send Alex a PM he is an ATT community manager here in the forum.  Use this link to get to his contact info.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[noydbusiness]

Done. Going to play the waiting game now. :/

[ATTAlexCM]

Thank you @RCSMG!

@noydbusiness - Welcome to the Community.  I'm sorry to hear about the experience and the promo trouble.  I received your PM and replied with the information needed since this is account specific.  Please check your PM inbox (blue envelope, top-right) for an update.

Regards,

Alex

[FedUp128]

Me too!  I sent most of this to Alex in a PM at the suggestion of RCSMG's post, but I'm making it public as well (minus my account number of course).  This must be a common problem if there's a whole forum here for it.  My rate for U-verse is $24.95/month, but I am charged $40 every month.  I was also promised 2 gift cards, one for $75, which I received, and one for $50, which I have not.   At one time, I was able to get a reversal of one or two months' overcharges, but there is still no permanent fix.   I have documentation of all I was promised, which I copied and sent to some high job title in Dallas on the advice of someone I chatted with (that is also documented).  I am out of town at the moment, so I don't have this material handy for quotation.

AT&T, please remove all the "past due" charges from my account.  I pay the $24.95 every month, and owe AT&T no more.  I also want my $50 gift card, and after all this frustration, believe I should now be entitled to much more!  Like maybe a check for $1,000 and a whole year's service completely FREE.  Yeah, those things would just about compensate me for the aggravation.

[ATTAlexCM]

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FedUp128 wrote:

Me too!  I sent most of this to Alex in a PM at the suggestion of RCSMG's post, but I'm making it public as well (minus my account number of course).  This must be a common problem if there's a whole forum here for it.  My rate for U-verse is $24.95/month, but I am charged $40 every month.  I was also promised 2 gift cards, one for $75, which I received, and one for $50, which I have not.   At one time, I was able to get a reversal of one or two months' overcharges, but there is still no permanent fix.   I have documentation of all I was promised, which I copied and sent to some high job title in Dallas on the advice of someone I chatted with (that is also documented).  I am out of town at the moment, so I don't have this material handy for quotation.

AT&T, please remove all the "past due" charges from my account.  I pay the $24.95 every month, and owe AT&T no more.  I also want my $50 gift card, and after all this frustration, believe I should now be entitled to much more!  Like maybe a check for $1,000 and a whole year's service completely FREE.  Yeah, those things would just about compensate me for the aggravation.

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Hi FedUp128,

Welcome to the Community and thank you for sharing your experience.  I received your PM and replied with the information needed as well since this is account specific.  Please check your PM inbox (blue envelope, top-right) for an update.

Regards,

Alex

[Dgroce]

Good luck with youR issues. They will keep you on hold for hours and finally tell you they cant do anything. They think they are too big to provide customer service i suppose. What a joke. Some company needs to come in with good customer service and run ATT out of business.

[texasguy37 ACE - Champion]

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Dgroce wrote:

Good luck with youR issues. They will keep you on hold for hours and finally tell you they cant do anything. They think they are too big to provide customer service i suppose. What a joke. Some company needs to come in with good customer service and run ATT out of business.

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Not true.  The poster has contacted Alex, one of the AT&T Community Managers here on the forum.  He will forward this issue to the appropriate person at AT&T to get this resolved.

[noydbusiness]

I got an email from the individual that is on this now just to let me know that it didn't wind up in the abyss, so I actually have a smidge of hope for resolution.

I'll update again if/when we get one.

[noydbusiness]

It's been updated in my customer care summary and she called!

Thank you, guys.

[RCSMG ACE - Master]

Your welcome.  Enjoy.

[FedUp128]

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texasguy37 wrote:

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Dgroce wrote:

Good luck with youR issues. They will keep you on hold for hours and finally tell you they cant do anything. They think they are too big to provide customer service i suppose. What a joke. Some company needs to come in with good customer service and run ATT out of business.

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Not true.  The poster has contacted Alex, one of the AT&T Community Managers here on the forum.  He will forward this issue to the appropriate person at AT&T to get this resolved.

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"Not true" - we'll see.  I haven't checked in for a while, just got Alex's message today.  He apparently did forward this to someone, asked me for a phone number and good time to call, said a manager would contact me.  The number I gave them was my work number.  I don't have a cell phone, but if I did, it wouldn't be AT&T.   Based on my past experience with their customer service, I expect someone will call me, and after I chew their ear off with my story, they'll reverse a few of the overcharges, but not stop them from happening in future.   They'll tell me they can't do anything about that second gift card, and send me to another department for that.  They owe me $15.05 X several months in reversed charges plus that $50 gift card.  

OK, ATT, I dare you to prove me wrong - remove the invalid charges, send me the $50 gift card, and throw in a free year's service to compensate me for the aggravation you have caused me.

All you folks on the forum, I'll let you know what they do. 

[RCSMG ACE - Master]

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FedUp128 wrote:

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texasguy37 wrote:

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Dgroce wrote:

Good luck with youR issues. They will keep you on hold for hours and finally tell you they cant do anything. They think they are too big to provide customer service i suppose. What a joke. Some company needs to come in with good customer service and run ATT out of business.

---

Not true.  The poster has contacted Alex, one of the AT&T Community Managers here on the forum.  He will forward this issue to the appropriate person at AT&T to get this resolved.

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"Not true" - we'll see.  I haven't checked in for a while, just got Alex's message today.  He apparently did forward this to someone, asked me for a phone number and good time to call, said a manager would contact me.  The number I gave them was my work number.  I don't have a cell phone, but if I did, it wouldn't be AT&T.   Based on my past experience with their customer service, I expect someone will call me, and after I chew their ear off with my story, they'll reverse a few of the overcharges, but not stop them from happening in future.   They'll tell me they can't do anything about that second gift card, and send me to another department for that.  They owe me $15.05 X several months in reversed charges plus that $50 gift card.  

OK, ATT, I dare you to prove me wrong - remove the invalid charges, send me the $50 gift card, and throw in a free year's service to compensate me for the aggravation you have caused me.

All you folks on the forum, I'll let you know what they do. 

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ATT is not going to respond to that request, that is why it was recommend that you contact David.  You can make that request to the manager when he/she calls you.  Hoepfully you will get the charges reversed and the gift card.

[ATTAlexCM]

Thanks everyone!

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FedUp128 wrote:

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texasguy37 wrote:

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Dgroce wrote:

Good luck with youR issues. They will keep you on hold for hours and finally tell you they cant do anything. They think they are too big to provide customer service i suppose. What a joke. Some company needs to come in with good customer service and run ATT out of business.

---

Not true.  The poster has contacted Alex, one of the AT&T Community Managers here on the forum.  He will forward this issue to the appropriate person at AT&T to get this resolved.

---

"Not true" - we'll see.  I haven't checked in for a while, just got Alex's message today.  He apparently did forward this to someone, asked me for a phone number and good time to call, said a manager would contact me.  The number I gave them was my work number.  I don't have a cell phone, but if I did, it wouldn't be AT&T.   Based on my past experience with their customer service, I expect someone will call me, and after I chew their ear off with my story, they'll reverse a few of the overcharges, but not stop them from happening in future.   They'll tell me they can't do anything about that second gift card, and send me to another department for that.  They owe me $15.05 X several months in reversed charges plus that $50 gift card.  

OK, ATT, I dare you to prove me wrong - remove the invalid charges, send me the $50 gift card, and throw in a free year's service to compensate me for the aggravation you have caused me.

All you folks on the forum, I'll let you know what they do. 

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Please check your Private Message inbox (blue envelope, top-right) for an update.

Regards,
Alex

[ppatel0539]

Please look over this problem if you guys can help me with this problem

http://forums.att.com/t5/Billing/Att-Universe-CS-Jack-installation-charge-billing-rate/td-p/2993381

[RCSMG ACE - Master]

There is no need to keep posting.  I posted a link to Alex.  If you send him a PM he will be in touch with you.

[FedUp128]

Hi everyone, I promised you an update, and here it is:

Alex wanted to know if my problem was resolved. 

This is a slightly edited version of my reply to Alex:

Was my problem solved?  Not exactly.  I got yet another bandaid. 

Tammy was wonderful on the phone - don't get me wrong, she was great.  She was pleasant, had a great attitude & wanted to make things right.  She could see that the original offer was in fact for $24.95/month and got to work on the problem.  The bottom line was she said I couldn't get that $50 gift card (too late or something), but instead offered me another year at $24.95, which of course works out way better than one year at $24.95/month + a $50 gift card.  It wasn't the free year of service I asked for in my post here, but it was still a good deal.  She also credited my account for all the overcharges, which I really appreciated because I'd been threatened with having my service cut off because I hadn't paid xyz amount in illegitimate charges. 

I was happy as Larry until I got my next bill - you guessed it - I'm still being billed at $40/month. 

Since replying to Alex, I've been cruising around the communities and I see many, many, many threads from people who've been screwed one way or another by AT&T.   I think I got off light, even though I'll have to go through at least one more round of this garbage.  

[digpix11]

I've had the same problem, I sent a PM to Alex as suggested on the board but wanted to post to highlight this ongoing problem ATT is having. 

I signed up for ATT High Speed Max Uverse Internet for the promotional price of $29.95 for the first 12 months on 7/08/2011, my service was not started until 7/26/2011 because that was when the first available technician could connect. When I received my bill for July 26 – August 19,  I was charged $40 for July 26 – Aug 19 and $48 for Aug 20 – Sept 19. I called ATT customer service on 9/2/11 at 12:06pm and waited on hold for at least 20 minutes until I was connected with Michael. He told me that the promotional pricing had been input correctly into my account and I will be receiving the credits for overpaying and the adjustments on my 2nd bill. Then my second bill arrived and I was still charged $48 again for Aug 20 – Sept 19 with no credits for the previous overpayment! Not only was I charged the wrong rate but I was charged twice for Aug 20- Sept 19!!! I called ATT (waiting for 20 mins to get through) and talked with Coleman. He also confirmed the promotional pricing was input correctly in my account and I will see the adjust and a credit of $46 on my fourth bill.

My third bill Sept 20 – Oct 19, I was charge $48 for internet with no adjustment/credit. My 4th bill Oct 20 – Nov 19, I was charge $48 for internet with no adjustment/credit. My 5th bill Nov 20 – Dec 19, I was charge $48 for internet with no adjustment/credit.

I HAVE PAID 6 MONTHS WORTH OF SEVICE AT THE INCORRECT PRICE AND WITH NO ADJUSTMENTS/CREDITS!  I have paid in total for the past 5 months $280 for internet service that I should have paid only $144!!! Plus I double paid for one month!

I have been an att wireless customer since 2004. I am very frustrated with the overbilling and the run around that I have been receiving when I call into ATT customer service. The wait time to actually get through to a customer rep is also extremely frustrating. My sister has also had issues with billing since she signed up in July 2011 and after reading through the ATT community boards, my respect for ATT in decreasing and I am starting to look at other service options.

I sent a PM to Alex and hopefully he will be able to resolve this, so I am pay the correct amount of service and receive my reimbursement for my overpayment.

[digpix11]

Update: I was contacted by Kenneth -Social Media Manager on 1/6/12 by email and by phone 1/9/12. He apologized for the troubles and credited my acount for the overpayment to the bill due on 1/15/12! Although he said it would take another 1-2 billing cycles for the promotional price to show up correctly still....so we'll see.  He was very nice and helpful but it is frustrating that it took 5 months to reach  him and that it had to happen through discussion boards. At least I have his contact now so I can go directly to someone if the price isn't correct in 1-2 billing cycles again. Very happy to get the credit adjustment so fast! Thanks!