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Barbas01's profile

Tutor

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2 Messages

Thursday, February 12th, 2015 4:14 AM

AT&T Retention Department Not Honoring Agreement

Back on January 13, 2015 I spoke to Debbie retention department about cancelling service to go to Dish Network. So in order to stay I was offered Uverse 300, HD and 18 mbs of internet speed, with 2 free receivers 2 receivers for $121( the Managers Special) I was told. AT&T representitive ensure i would receive an email confirming the changes. Email never received.

 

On January 21st I called again to ask about the confirmation of the changes and also change from U verse 300 with HD to Uverse 300 Latino which is for the same price. The representive I spoke to did the change and also said she would note to a manager about the confirmation.

 

February 10, 2015 I saw my bill was 214.84 none of what was promise was honored. I called Retention Department Renan the representitive  said he could not honor that price but offer a whole different offer basically downgrading everything . I ask to speak to a manager, but was told manager could only call me til next day.

 

February 11, 2015 AT&T Retention Manager Michael in LA called with a similar offer of downgrading everything for $123. But he could give the original offer from January 2015 because prices have change. I mention to him that the price giving to me was with the changes. Still he answer that he could not honor the price originally giving to me. Why cant I receive what was agreed upon.

 

AT&T can I get help,

Audon

 

 

 

Accepted Solution

Official Solution

Community Support

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6.7K Messages

6 years ago

Hi all,

 

We understand the concern regarding not getting what you are offered. We do want to let you know a few things about promotions as these are common items we see:

  • When a promotion is placed on the account, it can take 1-2 billing cycles for you to see the change on paper. This happens because U-verse is charged a month in advance. 
  • Our billing system will place a credit on the account in 1-2 billing cycles.
  • To verify your rate, log into your account at www.att.com. 
  • You can also check to see what promotions are available when logging into your account. 

If the above did not help and you do not see the promotions offered, you can chat with our teams

 

-ChrisZ, AT&T Community Specialist 

(edited)

Tutor

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2 Messages

8 years ago

Thanks Chris @mibrnsurg I pm Att Customer Care and got a response.

 

Received an email to expect a phone call today, so far im still waiting. Will keep post if I get a call.

 

Audon

Contributor

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1 Message

8 years ago

I have long been an ATT customer when available in applicable markets. Furthermore, I and my wife are vested in ATT as past employees. We have beleived in the product and quality of service. However, I am questioning my devotion to a company that is difficult to speak to without being disconnected or place in a virtual world of cycling in a hold status. MY BILL HAS SKY-ROCKETED without a launch approval from me once again. No pre-notice just an 70% rate hike. I am sending this message to the South Carolina Consumer Affairs and the Better Business Bureau. Unfortunately, the new customer relations culture has change from the Total Quality Management style once embraced.

tvan001

Tutor

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7 Messages

8 years ago

I have the same issue, they saying that it was not on record

ACE - Professor

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6.8K Messages

8 years ago

If anyone else has pricing issues, please read the accepted solution for how to go about fixing your issues.

 

Contributor

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1 Message

8 years ago

Same thing happened to me, despite how many times I called ATT, spending endless hours explaining my situation, the answer is always we will get back with you, but then no one ever gotten back with me. However, ATT collection center was really active in making collection calls on the dispute amount.

 

ACCOUNT NUMBER: ****

 

In November 2014, I moved to a new apartment so I called ATT to port over my current internet line. The representative tried to talk me into a TV cable bundle, he encouraged me to try it and promised a bill of $80 for the first month of the one month trial, and if I don't like to have the service, I can easily call back to get the Cable removed and keep my U-verse internet line with the original charge that I normally pay ->  A promise of nothing will change and it won't hurt to try.... I agreed on the offer.

 

One month later, a bill of ~$140 arrived. I was so shocked and angry, so I called ATT to dispute on the charge. I talked to another representative and explained my situation to him, that I was promised to be put back to the U-Verse internet ONLY service if I don't like to continue on the TV cable. The repersentative transferred me to his supervisor, my repeated my situation to the supervisor again.... the supervisor agreed to drop the TV cable without any termination fees, he said the new bill will reflect in my next billing....

 

Here come the next billing, now my bill is $250 because there is a contract termination fee added on top of my monthly bill. From here, I called, chat, talked to like 10 more representatives. They told me that they put the $180 termination fee under dispute, and that someone will give me a call to resolve the dispute in the next few days/weeks. However, NEVER a single call was placed. To make sure this time that my account won't be impacted by the unjusticed charge, they even transferred me to their Account Receivable department which allowed me to put a hold on the remaining outstanding balance, that way my account won't get suspended or interrupted.

 

Now it is March 19, 2015. I have never received ANY SINGLE PHONE CALL for the dispute. The only phone calls I have received was a machine call for collection. I realized that not only they failed to keep their promise of resolving and putting a hold on the dispute amount, the also charge an extra $9/month late fee.

 

With all the endless effort the customer has to make to reach out to ATT to try to communicate with someone. The representatives that I have spoken with never helped me resolve the problem. Now I really don't know what to do to get this resolved. I feel like ATT has always failed me and disappointed me, despite the almost 10 years good customer/supplier relationship. Anyone can help? Thanks.

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Irasbarn

Tutor

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6 Messages

8 years ago

Expect to get burned again if you are getting any sort of concessions. My landline went from <$2/mo to >$20/mo with 100% concessions on it. They are manipulating the numbers again and trying to dump as many of us as they can. Why I am looking at a dry loop amd found this thread. Par for the course!

 

Irasbarn

Tutor

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6 Messages

8 years ago

Expect to get burned again if you are getting any sort of concessions. My landline went from <$2/mo to >$20/mo with 100% concessions on it. They are manipulating the numbers again and trying to dump as many of us as they can. Why I am looking at a dry loop and found this thread. Par for the course!

 

Irasbarn

Tutor

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6 Messages

8 years ago

Even this forum doesn't work. Wanted to post a direct reply (not disconnected at the bottom) to miltonj. Hit 'Post Reply' and got a box saying that I needed to correct the message. So I found the 'm' I had put in 'and' and hit post again. Now both are at the bottom. 

   Miltonj, I did 32 years (SWBT) and I am also wondering why should I be loyal to a company that doesn't give a rip about me? 

ACE - Expert

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24.2K Messages

8 years ago


@Irasbarn wrote:

Expect to get burned again if you are getting any sort of concessions. My landline went from <$2/mo to >$20/mo with 100% concessions on it. They are manipulating the numbers again and trying to dump as many of us as they can. Why I am looking at a dry loop and found this thread. Par for the course!

 


Your landline was LESS than $2 a month?  What did you have, two cans and a length of string?

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