LeGigi's profile

Contributor

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2 Messages

Thu, May 31, 2018 12:38 AM

Several calls made, no follow up as promised.

I signed up for AT&T internet online on June 28, 2017 with an install date of July 3, 2017. I have ALL my emails. I signed on for a promotion to which I could make the initial install and service payment in installments (sure why not?) and would receive a $50 visa gift card. Fast forward to first bill posted a few weeks later, the pay in installments was not processed. I call and the rep says “I can’t make the changes, but it’s ok. I’ll add notes to the account. Pay X amount.” Ok. Then I see it’s showing past due. I call to make sure it’s ok. Other rep says it’s fine, he sees notes. Then I get a letter in the mail saying I’m past due. Sigh. I call, and the lady is rude. Saying that I need to pay now. I had the money, it’s about don’t offer me what I won’t get then scold me. I’m like in month 2. About 3 months ago (Feb 2018 and waaayyy past the initial 6-8 weeks I should have received my reward card) I realize I didn’t get one. Because I have a life and figured they’d send it. Silly me. I have since spoken 6 reps (The time I could make it past the ridiculous hold time) and one manager. I was promised by the manager to get a call back. The rep right before him said he’d email. Nothing from anyone. The reason I got was, “it’s past the 120 days of when it should have been issued. The promotion ended.” So I asked, “Thats not what your web page says. Also you’re saying that even though I was promised this reward and have email proof and AT&T failed to send it that now I don’t get it? And you can clearly see there was nothing sent out? So what CAN you do? A credit on my account for that amount or issue me a new card finally?” I’m at the end of my contract, I don’t know if I’ll renew. It’s never really been about the $50. It’s more about knowing I have a problem that no one fully helps with and it’s become about principle. Seeing who will actually do something other than just transfer me for more hold times. But I ALWAYS have someone trying to upsell me every call. No one can actually help me with my current issue and yet think I’ll sign up for more? Bad timing. 

 

Can someone please contact me or give me an email or phone number of someone who can actually help? 😐

ATTHelp

Community Support

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200.7K Messages

Hace 4 año

Hi @LeGigi,


We deeply value your relationship with AT&T  and are committed to providing you with the highest level of service simply because our customers deserve the very best. I apologize this was not the case during your previous interactions. Let's make sure we provide you with the support you deserve.


So we can work together to provide a resolution, I will be sending a private message to gather additiional details on this matter. This way, we can certainly work together to get to the bottom of this. 


I hope to hear from you soon!


Vanessa, AT&T Community Specialist 

Contributor

 • 

2 Messages

Hace 4 año

Thank you, Vanessa. I appreciate you taking a moment to look into my account and reach out. I will be looking for your email with hopes of getting this resolved soon.

 

ATTHelp

Community Support

 • 

200.7K Messages

Hace 4 año

Hello @LeGigi,


We understand the amount of time you have spent on getting this resolved and we definitely want to provide a solution on this. So we can work together to get this resolved, can you please respond to the private message. This way, we will be able to take a closer look into your account.


I am looking forward to your response!


Vanessa, AT&T Community Specialist 

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