New Member
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10 Messages
Poor Customer Support
My latest statement had a service charge on it of $149.37 for your service man to come to my house to replace a defective router-modem. I should not have been charged for that service. I called the AT&T service number and was connected with a service rep in the Phillipines. She was hard to understand because of her accent, She couldn't answer simple questions and she said that she fixed the error and in 12 hours I could log onto my AT&T account and see for myself that the error had been fixed. It had not. I also asked her if on the 15th my auto pay credit card would only be charged the regular charge of $40.10. She assured me that only $40.10 would be charged. Imagine my shock when I logged onto my credit card account and saw a pending charge of $189.47 when it should have been only $40.10. Now after more than 20 minutes on the phone with AT&T's Phillipine support person I will now have to go to your AT&T store and expell more of my time getting an error on my bill fixed which is there because of AT&T's error, not mine. AT&T needs to bring your support people back to the USA so your customers don't have go through this much trouble to fix something caused by your company. 20 years ago USA support would have fixed it in 5 minutes. Really fixed it.
skeeterintexas
ACE - Expert
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25K Messages
4 months ago
NORMALLY, a replacement modem is sent to the customer for a self-install. Apparently there was a miscommunication unless you knowingly insisted on a tech visit. If that was the case, the charge is valid.
It is ill advised to try to deal with this in a store. They are more clueless than the CS agents.
File a complaint with the BBB.
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bucolic
New Member
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10 Messages
4 months ago
Thanks, that's what I'll do
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my thoughts
Former Employee
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20.4K Messages
4 months ago
If support offered to send a replacement gateway and you refused insist on a tech dispatch, you pre approve a Dispatch On Demand $149 service call fee.
A STANDARD service call is $99.
Stores cannot remove charges, need to call 800-288-2020 Monday to Friday during regular billing hours to speak to billing department.
However would not expect pre approved charge to be removed.
The normal procedure is equipment shipped, received in 2 to 3 days, you replace. If equipment does not resolve issue you call back to schedule a repair appointment normally another 2 to 4 days later.
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bucolic
New Member
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10 Messages
4 months ago
I asked for a tech to determine what the problem was. He checked the wiring outside and the tech decided that the problem was in the router-modem. This is the second time AT&T sent a tech for this same problem. It's hard to get good service today. 30 years ago it was different.
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bucolic
New Member
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10 Messages
4 months ago
All the current comments make it obvious to me you haven't read my original post. I'm coming to the conclusion you are all AT&T emploiyees so sure your going to try and put the blame on me.
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skeeterintexas
ACE - Expert
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25K Messages
4 months ago
Employee? Hardly. I'm an old lady sitting here in my jammies 😆😆😆
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bucolic
New Member
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10 Messages
4 months ago
All I can say to you skeeterintexas is by your last comment I think your my kind of woman! One with a sense of humor. My hearts just a fluttering by golly gee!
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skeeterintexas
ACE - Expert
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25K Messages
4 months ago
Thank you but the bottom line is that your best course of action is to file a complaint with the BBB. Those are forwarded to the OOP and someone should be in contact with you.
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ATTHelp
Community Support
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215.3K Messages
4 months ago
Hey @bucolic. Thanks for reaching out to us, and we'd be happy to turn your customer service experience around. We'd be glad to take a closer look into what is happening with your bill.
In order to take a closer look what is happening with your account, we'll need to meet you in a Direct Message. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).
We look forward to hearing from you.
Robert, AT&T Community Specialist
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bucolic
New Member
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10 Messages
3 months ago
I finally got the problem fixed after 3 seperate phone calls. Monday, 20 minutes on phone with AT&T support in the Phillipines. I had a hard time understanding her, she asked me same question 2 or three times. She assured me it would be fixed in the next 12 hours. She also assured me that on Wednesday the propper amount of $40.10 would be automatically deducted from my credit card. They (AT&T) deducted $189.
When I saw this I made my second callto AT&T support and once again got support in the Phillipines. Same bull as last time after 20 something minuites after getting frustrated I hung up and head to the local AT&T store to get the problem fixed. I had to insist that the manager of the AT&T store call their support and get this problem resolved. He was on the phone for an hour because of this incompetent person. She asked the manager what my phone number was 3 times. By this poinbt I'm so riled up with agravation that I'm pacing back and forth 10 steps and turning 180 degrees and pacing another 10 steps before pivoting another 180 degrees. I was walking about 10 miles an hour because by now I feel like I have 220 volts flowing through my body.
1 hour later the manager gets off the phone with AT&T support and assures me it has been fixed and in 1 month it will show up on m,y next statement.
No way I'm trusting what AT&T support Phillipines is saying by this time so I went straight home and filed a dispute with my credit card company. They are going to investigate AT&T and get to the bottom of this.
Also my money will be deducted from my credit card account in 3 days.
If AT&T is going to allow their customers to be treated this way to save money on their bottom line then to (Edited per community guidelines) with AT&T. I'm currently looking at other companies for my internet and cell phone service.
(edited)
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