Contributor
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AT&T customer service rep lied about plan changes
Today I had a chat conversation with a customer service rep to ask what options I would have to change my plan when my contract expires in two months. I was hoping there would be a promotion that would lower my bill or keep it the same for the next year. The rep told me about a promotion to get cable TV, internet and home phone for $92/month. He also said if I cancelled my home phone service, that's an additional $25 off my bill - for a total of $67! I was thrilled and asked him to execute the change. Here's a snippet of our conversation where I repeated what I understood to make sure I was correct:
Me: Thanks, just to make sure I have all of this correct, this is what I understand is happening: Starting Sept. 12, I will change to a plan that gives me internet and cable for $67 for the next 3 months. After those three months, I can cancel or get a new plan.
Aron K: Yes.
Me: Great, let's do it!
Aron K: You are right.
But it's a good thing I contacted them to ask another question because I found out he LIED to me about the plan - the $92 was for cable TV ONLY. The rest of bill didn't change at all and he didn't remove Voice which he said he would do! The worst part is that I gave him a great review on the online survey, when he actually just screwed me over. I will NOT be recommending AT&T to anyone and I am highly dissatisfied with Aron K's service.
ms_unicorn
Former Employee
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4.9K Messages
10 years ago
Hello, bs3004!
Thanks for posting. I'm so sorry to hear about the miscommunication regarding a plan change. We would be happy to investigate further, so please click here to send us a private message.
In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.
In the meantime, feel free to message me with any other questions or concerns.
-Mariana
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