Let AT&T help you elebrate your dad with Father's Day Gifts that connect us.
Need help connecting your router?
rayray1273's profile



1 Message

Tuesday, April 10th, 2018 11:54 PM

How do I escalate my wrongfully treated issue by Rep Serenity / SG33IV? Grieving whole matter w/AT&T

To whom it may concern-


This all started on MARCH 16th when I had request to add additional services to a room in my home.  On this day, a AT&T Home Entertainment Consultant by the name of Sergio had presented himself very well and I was very unaware of his presence.  As my TV service (DirecTV/AT&T) was being handled, Sergio tries and accomplishes his Sale to me for Commission. He offered me U-verse TV/ AT&T Bundle package - TV, Internet, & cell phone.  The Internet speed in this package with going to 100 megs.  Sergio kept assuring me that you're going to experience fast speed.  I thought, WOW!!  So with this package I received; my new cell phone, with Tablet and a Smart Watch along with wireless charging gadgets. I thought, wow amazing pricing for all this and over 300 channels.  Sounded really good, and I thought I was saving money.  Well, going forward on the date of the 16th we had scheduled installation the following weekend. So on the 24th of March 2018 between 9-11 am; no one showed up. Mind you, I have a confirmation email for everything.  I called this in and a Rep. stated they see no order and could not find it and then advised me to rescheduled for the Saturday the 7th of April between the hours of 11-1pm.  Going forward, I received a phone call from AT&T Service Rep (on April 4th 2018 and they said, sorry the Tech is running late.  I said, running late?  I don't have a scheduled appointment for today, its on Saturday April 7th.  She then stated that she was going to change it back to the April 7th.  Again, and now I received another email confirming the 7th and now between the hours of 9-11am. 

Then the 7th is finally here, and the inside Installation Tech informs me that I will not be getting a 100 meg Internet Speed due to my actual location which I am about 2500 ft away from the Actual Service Box that provides the Internet service.  He stated that I will only get about 24 meg service.  I believe by this point I was sold inaccurate services and now I am so ready to CANCEL my services completely.  The Inside Installation Tech then said, he will create a Ticket requesting for I&R Tech to come out and confirm this Internet situation.  The I&R Tech came out and confirmed that my place of residence was to far from the main box to receive 100 meg Internet speed and I needed to be no more than a 1000 ft. from the box.

I then called in today to 877-722-3755 and a rep. by the name of Serenity / SG33IV between the hours of 11-12 noon and she was helpful at first....I was telling her what happened and my opinion about my situation and I felt she was taking it very personal which wasn't the case.  During our conversation she mentioned about the 14 day Buyers' Remorse policy which I was totally unaware.  She was argumentative and very sarcastic and I felt very offended and felt I had to defend my reasons for escalating my situation. I believe she needs to be coached big time the quality of customer care services.  Please play back the recording.   She had mentioned that she would get a manager, instead she did a blind transfer to Jay Jordan a Rep in the customer Loyalty group/Customer Retention which I got no where with.

So on the other hand I feel like I need to escalate this matter even further now.  I want to grieve this situation and this matter of Buyers' Remorse policy and it be honored in my favor.  I really wish the salesman never came to my door.  


I need to escalate this matter immediately,




Community Support


232.7K Messages

6 years ago

Hi @rayray1273,

I am sorry you had this experience. I am more than happy to assist with this!

I completely understand how important it is to have this issue escalated. I will contact you via private message, please keep an eye out for it as it will appear on the upper right corner of the screen.

Have a great rest of your day!

Geovanni, AT&T Community Specialist

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.