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STBS02's profile

Tutor

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4 Messages

Thu, Jul 7, 2016 8:39 PM

How do I get customer service to actually help me?

I signed up for my Digital Life security system in March 2016. Before I had it installed I called to make sure the account could be transferred from my name to my room mates before installation. I was told it could easily be done even after installation. That it would take 24-48 hours. That was March 30th and I had it installed on April 2nd, and AT&T once again said they had a request in to have it changed. It is now July, and I have talked to many different people on many different occasions- no less than 5 times, closer to 10, and have always been told that a request has been in to change the name. On my last encounter, I was even lied to, being told that they had left a message on my room mates phone and she never called back, they read her correct phone number to me even. But her phone records show this is not true. I am at my wits end and want to cancel it because she has a 50% discount and I do not, this has cost me financially, and has been a terrible terrible experience. I clearly can not do anything to get help or honesty from AT&T.

Just be careful before you sign up for this service. I love the Digital Life program but the service makes it not worth it at all. I have exhausted all my options for trying to get help, so I feel like I have no choice but to cancel a service that I love. 

ATTDmitriyCM

Community Manager

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10.2K Messages

6 years ago

Hello @STBS02 Thank you for posting!

 

I'm very sorry you're having some issues with your billing transfer request, and our team will be happy to help you with that! Please send us a private message by clicking here (you will need to log back into the Forums, please don't reply to a forums notification email this post generates). Please include your full name, phone number, account number and the best time you can be reached.

 

Please let me know if you have any questions.

 

Thank you,

Dmitriy

Community Support

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7K Messages

6 years ago

Hello @STBS02

 

Please see my private message to you.

Tutor

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4 Messages

6 years ago

Let me start by saying this is literally the first time I have ever posted on a message board-let alone to complain. I have worked in customer service in the past, and so am sympathetic to it being a hard job and that there is often nothing the representative can do. That said, I do not think it is ever ok to tell a customer that things have been done that have not, or that things will be done, are possible, or are in the works. Dishonesty in business is fraud. That is a harsh word-but that is what it comes down to in the end. It only leads to frustrated customers. I dislike posting in this way, but it seems companies nowadays only care about customer service when it can be seen on social media. This is something that I have heard from many other people. So, I apologize for my harsh tone, but feel at my wits end and like I have been lied to repeatedly, and put off long enough that it’s costing me financially-and I literally cannot do anything about it. No matter how many times I call customer support, nor how many hours I spend on hold or talking to Billing, Customer Service, or Retention, no progress is made on my case. An example the frustrating saga of my case is that I just received a call and a private message from two different AT&T employees and was told two different things again; both of which are not what was told to me before. I am starting to believe that AT&T does not care at all about being honest or helping with this problem because they know I will receive a huge penalty for canceling, even if it's due to their mistakes or inadequacies. First, I finally received a call about the transfer of responsibility for my account: I was told all new information that conflicts with what I have been told on my previous 10 (no exaggeration) calls. They did actually call my roommate this time and told her different information than me.
1. They will have to come and install a different control box to put the account in my roommate’s name-but given NO explanation why.
2. They did not tell me, but did tell her, that AT&T is going to charge $100 to do the new install, despite it being their dishonesty that led to us going ahead with the original install. before it was in her name… which we couldn't do at the time because she couldn't be home for the installation appointment. Also, we were told that if we cancelled the install, we would be charged a 'restocking fee' for the equipment due to the appointment being within 14 days.
3. After another plea about the discount, we were told they would not credit us for the 4 months that they promised to, but did not, resolve this problem. I was offered a $39.99 credit*.
*that is nice, but the discount is 50% off off $39.99 for 4 months = $79.98! + 50% off of the equipment the installation person had to add on at the appointment of $89.99 which is $44.99 Total extra costs billed to us: $124.97! Adding this to the $100 for the new install, and we are out $224.97! All of which could have been avoided if AT&T was honest from the start, or if they had resolved my transfer of responsibility case the first time that I called, when the committed to finishing it by installation on April 2nd.

Second is the message from this forum; States that my RM will have to have a credit check-which we did not have to do. I'm not sure why. Subject: Re: Account transfer of responsibility issues From: ATTDigitalLifeCS Date: 07-12-2016 9:45:42 AM Hello, I'm sorry to hear of all the trouble you've experience trying to get this take care of. Unfortunately, it's a little more complicated than simply changing the name on the account. You are actually transferring the ownership of the account which involves the other person taking over that responsibility. A credit check is also required. Thank you for sending this information. Your issue has been escalated to our Customer Support Leadership. Your issue should be resolved within 4 business days if not sooner. If this does not happen, please reply to this message making me aware.
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