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MicahU's profile

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2 Messages

Mon, Nov 26, 2018 6:49 AM

Customer service lies when trying to discontinue internet service

Moving in with my SO,who already has an established provider (with faster internet i ever received during my 8 years of Att service at my old place).

Retention lied, said IF they could provide service to my new address and didn't transfer the service, then I would be charged a cancellation fee! Then, they said if I opted not to give them my new address that I would automatically be charged a cancellation fee! Then, when I gave them my new address, they made up speeds that aren't even close to my SO's provider (said she's getting 1mbps speeds, total fabrication/you can't speed test me) and tried to sell me a package deal for their phone, tv and internet (come on people, I'm obviously computer savvy and also only have ever had your internet service = know your customer). Then they said they had to submit my request to a "specialist" for approval to assess if I could even cancel my service (which of course was approved without fee)!! 

The short of this is, these are script issues that are implemented by their call centers to lie, to attempt to retain customers, and this needs to change. You have the account information on the screen, you know if they are in contract or not. Telling people lies to get their new information is not ok! I don't want your advertising mailers + I refuse to do business  with companies who lie to me. It also took a half hour to get to the right department to even start to cancel my service.

**As a warning to others, At&t will lie to you about cancellation fees even if you are out of contract and will also threaten you with fees if you don't give them your new information!!**

Fix this At&t, it is deceptive!

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