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New Member

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6 Messages

Tue, Jan 28, 2020 6:33 PM

Not getting promised pricing

Long story, was waiting for installation, clicked on link to change password and saw add on ATT website for Choice package for $45 a month. Called and talked to supervisor named Naye, he said he couldn't change anything till I had equipment installed, but would meet price after install. I've called multiple times, spent literally hours on the phone, but no one can change my bill. This has been very frustrating, several I've talked to have been very nice and tried to help. Can't seem to get anyone who can make changes, or get an email to contact someone. I could have just cancelled the install and started over and saved myself a lot of trouble and money. Does anyone know how to get someone with the authority to help?

Responses

mobilemax

Employee

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764 Messages

3 weeks ago

Hello,

Sounds frustrating for sure. To try and get a resolution, I’d call 800-288-2020 and have your account number and install date on hand for them to reference the promotion you saw at that time.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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14 Messages

@mobilemax I was on the phone today from after 9:00 a.m. until way after 1:00 p.m. trying to get resolution. If you call constant hanging up on you and put on hold for long periods of time just to be continually passed onto the next person resolution I don't know what to think. It isn't and worse they have no recourse for you at all. It is like a bad dream. A nightmare.

mobilemax

Employee

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764 Messages

@mobilemax try contacting (Phone number hidden)

(edited)

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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6 Messages

@mobilemax I called that exact number, several tried to help, but ended up saying they could only apply promotions. One rep even gave me her ID so I could call her back.

Juniper

ACE - Expert

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17.8K Messages

Agents can give you their ID for your records, but they don't have individual lines. Just how call centers work, you are auto routed to the next agent available, with no option to get a specific agent.

Bottom line, they cannot do anything. You accepted the order as placed. Sometimes the order can be modified before installed depending on the exact promotions, but once installed and activated then sale is final. So if the paperwork and what you sign doesn't list what you want, don't accept it.

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I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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6 Messages

@Juniper I did get her ID, called and they messaged her, she called me back. Just (Edited per community guidelines) they said I could get price but won't honor it. I have a screen shot of promotion. They had already cancelled the first install at the last moment, so I believed them instead of cancelling and starting all over.

(edited)

Juniper

ACE - Expert

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17.8K Messages

So this was before you were installed? Sounds more like a 3rd party agent trying to keep the sale instead of the commission going to someone else upon starting order over.

But always go by what is on paper over what you are "told".

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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6 Messages

@Juniper It was an AT&T agent, not third party. Seems like they could go back and check the recording of the call.

Juniper

ACE - Expert

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17.8K Messages

You were lucky. Not only to speak to the same agent again, but for them to find a recording of the call. Calls are recorded for training and quality purposes only, so it is by chance yours was captured and not yet deleted.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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6 Messages

@Juniper They didn't find the recording, I just thought they should be able to. Then they could see what the supervisor said.

Juniper

ACE - Expert

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17.8K Messages

Oh, sorry I misread the statement. You can request they see if a call was captured, but usually it is not. Random monitoring after all, not for record keeping. So if they didn't find it, then they go by what the actual paperwork says. At this point you have pretty much done all you can.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Juniper

ACE - Expert

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17.8K Messages

3 weeks ago

DirecTV does not have support by email. It is calling in, or chancing the online Chat on their website.

However telling you promotion cannot be changed until after install was wrong. You are signing of that install and promotion are correct and complete, so finalizing the order. You can change your package at any time, but once installed and activated you have accepted the intro special itself. Changing packages after the fact will not increase the discounts you are receiving.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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14 Messages

they don't care that is what I learned today.

mdram4x4

ACE - Master

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8.8K Messages

3 weeks ago

cancelling the install and starting over would have been the correct action

now that the install is done, and you agreed to the terms, i think you are stuck with it.


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Anything below the is a signature :
Note: This is a customer to customer forum, I am just a customer. Employees are identified as such.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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14 Messages

my best advice is I would not wish what they put me through today on my worst enemy. Get out from under this company as fast as you can.

New Member

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14 Messages

3 weeks ago

I received a notification in my email to remind me that my subscription was ending December 31, 2019 and I should call as soon as possible to renew. I called November 30, 2019 and told the rep I wanted to cancel and give up DirecTV. He asked me, "Why?" I explained that my husband was going through cancer treatments and cancer screening to make sure it did not come back and we could no longer afford the high price of DirecTV. We had the cheapest package but the pricing gouging we could not afford. So he presented me with an offer I could not refuse. He gave me a sales pitch that since I was a good, loyal customer and they hated to see me go If I agreed with him over the phone then he would give us a $200.00 Visa Gift card, a $50.00 off for 12 months on what we had been getting and an additional $15.00 off for 12 months as well. He then told me what my first payments would be and it was something I could not refuse. I even told him I could use the $200.00 gift card to pay a medical bill.

I received in my email a confirmation of my new agreement on 11/30/2019. I saved it. They sent me a 2nd confirmation on 12/31/2019. Then they sent me instructions on how to get my $200.00 Visa gift card. All was well because they told me it was confirmed and I would receive it in 3 weeks.

Then on January 27, 2020 I receive an email telling me that my contract had expired and my new bill was over $100.00!!!!!

So I got on the phone first thing at 8:00 a.m. that morning. After 40 minutes of pleading my case and pointing out that this was clearly bait and switch and illegal she said, "Wait until 9:00 a.m. and I promise you I will call you back." It was then 20 minutes to 9:00 a.m. Well 9:00 a.m. came and went and no return phone call. So I called again.

From after 9:00 a.m. until after 1:00 p.m. they would hang up on me, not call back and when I would call back I would have to start my case all over again with someone new.

I was told that they would only reduce my plan to $45.00 off for 12 months. They did not care about the Visa Gift Card. When I kept pointing out to them that it was bait and switch they acted like they never heard the term or even knew what it meant.

In short they don't care so I told them to cancel my account with them period.

They said they could find no where in my account where I had been promised such a deal in spite of the fact that I have in my possession two separate emails confirming the new deal. I even asked if I could send them a copy of their emails that they had sent to me and was told, "This is just a call center. We are not supposed to get your emails."

Supervisor Vargas was totally worthless. Hung up on me and never called back. They refused to acknowledge even though I had a confirmation # and the man's name that had signed me up for this deal that they were refusing to let me have.

Finally another woman made the excuse, "Well that deal expired before your contract date ended."

Then why was it offered to me in the first place? The man that signed me up said, "This new deal will go into effect January 2020 after your old plan expires on December 31, 2020. I had called November 30, 2019 because they sent me an email encouraging me to do so.

This is bait and switch. Illegal.

So I got curious and typed it in my browser and you won't believe the (Edited per community guidelines) I pulled up against AT&T DirecTV for bait and switch. In fact the information is as fresh as December 2019! The article talks about how the company lost and has to pay out! https://hothardware.com/news/att-slapped-with-class-action-suit-over-directv-now-pricing

Every person I talked to would hang up on me and/or put me on hold for a L O N G time. Remember I started at after 9:00 a.m. and was on the phone recalling after being hung up repeatedly or left on hold repeatedly to finally return to me telling me, "No." until after 1:00 p.m. They went from willingly to tell me their full names until they said they refused for security reasons. They were just passing me around.

So then I asked them, "Are you in the United States?" the reply, "No." overseas. They did not care one wit about US customers. Some of them were so hard to understand because of bad English or when they went to put me on hold before they did it sounded like a party was going on in the background! Riotous laughter and the sound of anything but a professional work place in the background. Like a party!

So Americans lost jobs in America for AT&T DirecTV to send jobs over seas to people that could care less about Americans.

It became obviously clear there were no standards.

Finally the only time I got someone in the United States was when I gave up and said, "I want to cancel." "Cancel my account with AT&T DirecTV. Then I was sent to Technical were she confirmed through her English and stated, "Yes I am in America." She was puzzled as to even why I was sent to her because she told me that immediately upon cancellation on the day it happens a shipping label is to be produced automatically for me to ship back by UPS the receiver and power cord. She said, "Normally no one is transferred to Technical for cancelling their account because it is automatically generated." "You shouldn't have had to do anything and I am so sorry you were on the phone all day."

I asked for a number to Corporate Headquarters and told there is none. Only the call centers. That is it people.

No service. No compassion. No caring.

At this point I would rather not have satellite at all. EVER than to be treated like this.

(edited)

Juniper

ACE - Expert

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17.8K Messages

Subscription doesn't end if you don't renew. All the service agreement means is that you have agreed to keep DirecTV service active for that time. Once the agreement ends, you are then month to month. Normally emails do not remind you of the agreement ending, as no company I am aware of wants to advertise when you are no longer under contract.

Historically callbacks never happen. They are inbound customer support only. Guessing those agents just want to move on from calls that aren't going well just so they can survive to end of shift.

Yes when AT&T acquired DirecTV, that came with more outsourcing as AT&T does business internationally (even though DirecTV itself is a United States only service).

Hopefully it wasn't an actual party in the background. Perhaps some recognition going on, someone won a internal business challenge, etc. But even if it was considerations should still be given as there are people on the phones, so better managing noise level was needed at the very least.

Technical support is not cancellations. And cancelling does not happen automatically. DirecTV has an actual cancellation/retention department like most companies. I would callback (make sure it is the DirecTV number) and when you get the voice system say "cancel' to route you directly instead of having a front-line agent transfer you.

The return information you were provided was also wrong. You are not sent a UPS label. You take any returnable receiver/client boxes to a FedEx or UPS Store that participates in the free return program. If you are over 10 miles away from a participating shipper, then DirecTV should use the old process which is send you a prepaid return box (not just a label) by FedEx to your physical service address which is returned by USPS (Postal Service not United Parcel Service). Depends on the models of course if the boxes are returnable or not.

There is no corporate phone number that customer support may provide you as that is internal use only, where most agent don't have access. Corporate is not customer support, so they deal with other parts of the business. However what you can do is request the address to write the "Office of the President". This way you can formally submit your feedback on quite the horrible experience you got across the board on this one. Not a guarantee, but apparently a few people did get a direct response to discuss their individual situations. Other than that, a BBB or FCC complaint would be the other route.

As a customer myself, I still enjoy the service. But I am finding with both the outsourcing and AT&T agents learning the DirecTV side, that customer support seems to be spread quite thin and not providing the quality it used to.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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14 Messages

3 weeks ago

From the time I signed up with DirecTV until today when I cancelled my account I never got the promised pricing. N E V E R.

New Member

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6 Messages

2 weeks ago

*UPDATE*

Posted on Twitter, their agent contacted me, explained situation, called me back and took $40 a month off, very helpful!