10-31-2012 06:56:05 PM
Cable should be something that helps you relax after a long day, but it has gotten to the point where I don’t even want to look at my ATT Uverse box because it has only been one big nightmare! At this point I would not recommend Uverse to anyone and that is very disappointing to me. I am writing this letter hoping that I can finally get this issue correct once and for all.
In May of 2011 I was getting everything prepared to move into a new residence. I had been a long time customer of Comcast (Close to 10 years) and decided to look elsewhere for better value and service. I was adamant that I would only change providers if I could receive the same bundle of phone, high speed internet and cable with HBO, Show Time and Cinemax for the same price. When I spoke with your sales representative I specifically stressed this fact. She repeatedly assured me that I would not pay more than $130 a month and that price included tax give or take a few dollars as she could not say exactly what the taxes would be each month because they will vary. She never once mentioned that this “deal” I was getting was for a limited time, promotional or I would have to renew it. As far as I understood it and more importantly the way she “sold it”-it was going to be for the life of my account.
Every month I have to call in to get something on my bill fixed because the PRE-TAX charges are not even close to the $130 I was told I was going to pay. I don’t know if you have ever called into Uverse customer support, but it is not a quick and easy process. Every month I spend a minimum of an hour on the phone with one of your customer service reps explaining this very same story and waiting as they review all the notes on my account.
As a customer I feel lied to and cheated. I feel like I have been cheated out of money. I would like to resolve this issue as soon as possible. I have gone back through every single one of my bills and have added up the PRE-TAX total. I have then figured out how much I paid over the promised $130 a month. Keep in mind I have not included any additional charges. These amounts/charges are only for that service before tax.
I finally got in touch with someone yesterdat that said they would research it through their back office department. Today I got a phone call from their social media department after also contacting them and was told that they are not going to do anything more because it was a PROMOTION and because I have been given almost 2k in credits since I started the service. This is not true! And even if it is I still PAID more than $130 a month with these promotions. Had they got my bill correct in the firts place this issue would not exist.
I am sending a letter to their corporate office. I have also posted on their facebook pages and have contacted multiple members of their organization including executives and PR department via linked in. I have also posted my disatisfaction on my linked in page where I have more than 800 connections and my facebook page.
My next step is to contact local news here. They have this one reporter that always discusses rip offs and AT&T uverse needs to be on there. I will also be cancelling my wireless account!!! I will repost this weekly until something is done.
10-31-2012 08:20:47 PM
You do realize this is a customer forum and we are customers just like you. There has never been any service that has offered a lifetime price guarantee so for you to even think that.....
You can however, 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. Their normal business hours are from 7am to 10pm Central Time. Please take into account weekends when contacting them.
If after two business days you have not gotten a response, Send a PM to Alex. He or someone from his team will get in touch with you. Again keep in mind weekends.
11-01-2012 07:48:45 AM
I'm sorry to hear you've had such a hard time.
I got your private message and have forwarded it to ATTCustomerCare for you. If you will please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you; they can give you a call more quickly.
To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.
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.
Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.
I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.