05-07-2013 03:18:29 PM
Here is more detail on my personal experience with this company:
After receiving U-Verse TV and Internet services for 4 months, our bill began rising. By the end of our first year with these services, our bill had risen by $90 a month. The numerous times that I have called the company, nobody was able to tell me what caused the bill to rise so much. Finally, I spoke with someone who promised she could bring my bill back down closer to our original monthly payment. She told me to add a phone to our plan, and our monthly bill would decrease by $100 (seems illogical, but after I made her promise me somewhere around ten times, I decided to give it a go). The first bill I recieved overcharged me $90!! I spent 3 and a half hours on the phone being transferred between departments and listening to recordings while I was on hold. There was never any clarification as to why I was overcharged this $90. I was also told that they could not pay me back right away, but they would have to give me credits toward my bills over the next two months, so I will still be overcharged this month since they cannot pay it back in full. We'll see what happens...you can never be sure what amount of money this company may decide to charge you...nor can you talk to anyone about it and get straight answers.
05-08-2013 03:49:29 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 your 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.