Contributor
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1 Message
ATT Internet Customer service
Hi
i have complain about att customer service.
i renew i internet service 8/16/2019. i was chat with one of agent
agent promised me that i can keep my monthly payment
Even though the agent made promised, the promise was not kept.
So i contacted agent agent again(11/11/2019) Because my bill getting more money to pay
Agent transfer they supervoiser and i was chat with supervoiser
it takes too long even when i chat with supervoiser
when i asked question wait too long supervoiser answer
finelly, wait too long supervoiser gave me answer is NO !!!!
he said that was wrong whatever agent said to me keep my monthly payment .
he can't fix my problem
Dear ATT customer !!!!
i was so upser that is why i try to find out att home page and tell to everybody this is not fair and this is wrong.
att customer try to renew they service they contact customer service
and they talk to agent angent promise what they say...........later on.....that is wrong they can not fix what they promise
and i was upset to talk about who has respone .i guess supervisor
he can't fix also and he shows me attitude like when i asked he gave me answer after 10 minutes or 15minutes
so i want to people know who is ATT customer
when you Renew ATT service .Please doubble Check!!!!!!!!
and Don't trust what they said
when Bill coming different don't be upset .you can't change!! BEcause you Didn't doubble Check!!
and when you upset there is no ATT Homepage can't talk about it
that is why l leave message to here
i am not lie what i say
Here is my Last chat with supervisor
hopefully. it help ATT customer !!!!!!
Thank you
AT&T: Hi, I’m AT&T’s automated virtual assistant. How can I help you today? |
Me: hi |
AT&T: Hey there! I’m here for you. Tell me what you’d like help with or ask me a question. I’m a virtual assistant designed to guide you to the right customer support based on your questions about AT&T products and services. |
Me: i need to talk with someone |
AT&T: Please select one of the topics to chat about below: · Billing · Payments · Shopping |
Me: Billing |
AT&T: Please tell us your first name. |
Me: Terry |
AT&T: Thank you. You will now be connected to a specialist for account support. |
We are now transferring you. |
Agent Angel enters chat |
Angel: Hi, there! Welcome to AT&T and thank you so much for patiently waiting on the queue. My name is Angel. I'm happy to help you! Please allow me to review your previous interaction. |
Me: hi angel |
Angel: Hello there, Terry! How are you doing today? |
Me: i am okey thank you for asking |
Me: how about you? |
Angel: Good to hear that 🙂 |
Angel: I'm doing great. Thanks for asking! 🙂 |
Me: i think that i have problem my bill |
Me: i was renew my service aug 26 |
Me: chat with att agent |
Angel: Okay, Terry. |
Me: i still have copy for our conversation |
Me: i had been paid my bill $20/months |
Me: and i was talk with agent that he told me it will same bill come for renew |
Me: but you see |
Me: bill keep grow up |
Me: now $35 |
Angel: I'll be more than happy to check it for you. I can help you with that! 🙂 |
Me: i can show that i got copy for conversation with agent that day |
Angel: Thank you for that, Terry. |
Angel: I'm currently working on your account. |
Me: okey |
Angel: Thank you so much. |
Angel: Please bear with me. |
Me: okey |
Angel: Thank you . |
Me: you think you need to that copy for conversation things? |
Angel: No. Terry. Let me take care of this for you. |
Me: okey |
Angel: Thank you . |
Angel: Hi, Terry! Thanks for patiently waiting. As per thorough checking, I can see here that there is a total difference of $15 on your current bill, and that is due to the promotion that has already ended. Aside from that, AT&T also updated its pricing for all internet packages, and this is to continue to improve the internet experience of our valued customers like you. This update on the pricing affects to all AT&T valued customers like you, and guaranteed that it will not affect your service. Moving forward, your monthly cost will be $35 before taxes and fees. |
Me: i just wonder |
Me: why when i renew |
Me: agent talk with me |
Me: it will be same bill |
Angel: My apologies, Terry. |
Me: now bill is getting bigger |
Me: that is not only say sorry |
Angel: The update on the internet pricing just happened last October. |
Me: angel |
Me: you need to read what i had conversation |
Angel: Here's what we can do best, Terry. Allow me to partner you up to one of our bSupervisor on Board for further explanation about this concern. |
Angel: Please stay connected. |
Me: okey |
Angel has left the chat |
Agent June enters chat |
Me: hello |
June: Hi this is June, one of AT&T's supervisors . Allow me to read your previous chats. Thank you. |
Me: can you help me about my bill? |
Me: Angel: Here's what we can do best, Terry. Allow me to partner you up to one of our bSupervisor on Board for further explanation about this concern. |
Me: PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.AT&T : Welcome to AT&T Chat. while we connect you to an agent, please share how we can help you today?Terry : HiDawn : Thank you for contacting AT&T. My name is Dawn. I'm happy to help!Dawn : Hi.Terry : can you help renew my internet service?Dawn : Hello Terry.Terry : accout # xxxxxxxxxTerry : do you have any promotion?Dawn : I understand that this is regarding to renew your Internet service.Dawn : Promotion.Dawn : No problem, I can help you check that option on your account.Terry : i have been paid $20/monthsTerry : there is $30 discount /monthDawn : Aside from your promotion concern, is there anything else I can help you with today?Terry : so can i use same service for renew?Dawn : I'm happy to check for you.Terry : pleaseDawn : Sure.Dawn : No problem.Terry : thank youDawn : Let me now locate your account here.Terry : Account # xxxxxxxxxDawn : Let me pull it up for you.Dawn : One moment.Terry : yes sirDawn : Thank you!Dawn : Is 770-330-8299 a good contact number so we can reach you by phone or text with information about your AT&T services?Terry : yes sirDawn : Thank you!Dawn : Let me now check your account here.Terry : what you need?Dawn : I am now checking your account here.Terry : okDawn : for some promotions available.Terry : i just need to internet serviceTerry : as same befor is fineDawn : I understand.Dawn : I'm happy to check for you.Terry : i don't stay home that muchDawn : Thank you for sharing that information with me!Terry : i alway out of town one or two times a weekDawn : I see.Dawn : Please bear with me here.Terry : thank you for under standDawn : No problem.Dawn : Still checking one moment.Terry : yes sirDawn : Thank you!Dawn : Your Internet service here is for $20 each month correct?Terry : yes sirDawn : I'm happy to check for you.Dawn : Upon checking here, only this $10 off will expire on 09/13/2019.Dawn : But let me check for another option here.Terry : pleaseDawn : No problem.Terry : Discount expirationAccount # xxxxxxxxxYour DSL Migration - Internet Only $30 off / 12 mo discount expires in 28 days.Terry : that is what i have message from attDawn : Thank you for sharing that information with me!Dawn : Let me check it further still here.Terry : pleaseDawn : Thank you!Terry : i have 15minutes left because i have appointment 11 amDawn : Let me make it quick for you here.0Terry : yes sirDawn : Thank you!Dawn : Okay.Dawn : We're all set.Dawn : I successfully refresh it for you here.Terry : what is that mean?Dawn : Your total monthly recurring charge is for $20 each month.Terry : when is going to start?Terry : after 28days ?Dawn : On your next month's bill.Terry : for how long?Dawn : 12 months.Terry : thank you so muchDawn : You're very much welcome.Dawn : For future references, you can feel free to visit www.att.com and download our application on your phone which is My AT&T App to properly manage your account. (You can process a payment there for free, make a payment arrangement, etc.)Dawn : I really appreciate your time and understanding today. Will there be anything else that I can assist you with today?Terry : i appreciate what you do for meTerry : thanks alotDawn : Just to recap, you chatted today with Dawn regarding your billing concern and I was able to refresh your Internet service price.. My goal for today is to make sure that all your concerns have been resolved. Have I done that?Terry : yes sirDawn : Perfect!Dawn : I'm glad to hear that Terry. Once again this is Dawn. Thank you for choosing AT&T we appreciate your business. Have a great day!Terry : you tooTerry : thank you byeDawn : Bye for now.Dawn : Bye.Dawn : To close this Chat session, please click the X button at the upper right corner of the chat window. Have a nice day.©2018 AT&T Intellectual Property. All rights reserved. AT&T and Globe logo are registered trademarks of AT&T Intellectual Property. |
Me: this is my last chat with agent |
Me: are you there? |
Me: ? |
Me: anyone help me? |
June: Sorry to keep you waiting, I was able to investigate and it shows that like what the previous representative mentioned, your monthly recurring charge will be $35 before taxes and fees and I understand that you talked to previous agent about lowering your bill that they might not see the it will happened. |
Me: did you read my last chat with agent? |
Me: you mean that i chat with agent and agent give me fact ...it not going to happen?? |
Me: hello? |
June: When did you speak to Dawn? |
Me: 8/26/2019 |
Me: that i copy to out conversation to my email |
Me: sorry 8/16 |
Me: this is first time take too long for answer |
June: Sorry to keep you waiting, Terry, upon checking here the $10 already expired, yes i read the previous transaction you had with Dawn however, she says she will refresh it but please be informed that we don't have such process that we can refresh the promotion, that promotion you had was only good for 12 months. |
June: And we have to wait for the new promotions added on the account. Sometimes, promotions was not announce ahead of time and our customer were notified through the email and SMS. |
June: In behalf of us, we aplogized if that was informed to you by Dawn but guaranteed will make sure that to coach the agent. |
Me: june you know what |
Me: that is not fare |
Me: someone who is att customer |
June: I understand where you coming from and it is really not fair. |
Me: they talk with agent and they give me wrong fact |
Me: but att have to still take care of that |
Me: that is what i know big company do it |
Me: so you can't fix my billing problem? |
Me: you told me this is not fair |
Me: but you still can't fix what agent give me wrong fact? |
Me: right? |
June: Unfortunately, what I can do is to escalate so that as soon as we have new promotions you will be notified but as of the moment your monthly charged will remain the same at $35. |
Me: i can pay $35 but this is not talk about money |
Me: att can take care of what agent give me wrong information to customer |
Me: even superviser can't take care? |
Me: right? |
Me: i going to copy this conversation put att home page |
Me: it make me so disappointment |
Me: so fact is can't fix my payment.and i have to pay $35/months till end of contract right? |
Me: hello? |
Me: just give me answer . i too tired wait answer |
Me: hello~~~~~ |
June: I can go ahead and escalate it for you. |
June: Sorry to informed you about it. |
Me: what is that mean? i dont understand |
June: About what was told to you in the promotion. |
Me: you can fix now or can't |
June: I reallyw ant to help you but as much as I want to apply that were unable to. |
Me: i don't think that you really want |
Me: so you can't right? |
Me: let me pay $35 |
Me: take care yourself |
Me: so sick of wait too long for answer |
Me: let me copy for this conversation |
Me: bye |
Me: let me copy this conversation |
Me: and feedback |
Me: why you make me can't do that |
Me: hello? |
Me: let me feedback |
ATTHelp
Community Support
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232.1K Messages
5 years ago
Hi @terryyun69,
We would like to review your account for you! I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the envelope in the top right section of this page or click Forums Inbox. Locate the PM and reply to my message with the requested account details. We look forward to your response.
Lafayette, AT&T Community Specialist
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