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Barbas01's profile

Tutor

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2 Messages

Thu, Feb 12, 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

5 y مضت

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 y مضت

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 y مضت

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 y مضت

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

ACE - Professor

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6.3K Messages

8 y مضت

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 y مضت

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

7 y مضت

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

7 y مضت

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

7 y مضت

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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23K Messages

7 y مضت


@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?

Irasbarn

Tutor

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6 Messages

7 y مضت

    I had a basic line but after 30 years all we were required to pay was the taxes that were charged to our service. After an 'audit' they supposedly changed all the fees, services, etc. that didn't count for concession. Then wrote a 'C' order adding/charging for ID, waiting, etc. I don't remember any explanation regarding any of this or I wouldn't have considered it a fraud and filed a formal complaint with the state utilities commission.     It gets better. After finding out what they were willing to tell me I said that I wanted to drop the landline and go with a dry loop. OK, buy I will need to kill the line and my DSL then reapply for the DSL. Fortunately I didn't go ahead. Went down to a local AT&T center to see what I could do going without concessions. Found out that (after 9 years) if I drop my DSL, it is no longer available at my address. Supposedly they no longer offer DSL in the neighborhood but likewise do not have Uverse. Don't know what the game is but they are obviously trying to force something.     I could have really been screwed over. Looking at changing to another cell company to make up the difference they are sticking me with the land line. They are waiting for those of us who are older and have lived through the changes to die off so they can run roughshod over those who don't know better and simply accept it.
       Ira~

Tutor

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4 Messages

7 y مضت

I too have been a long term customer of AT&T. I received a bill that was double the amount that I was paying.  As a senior citizen, I am on a limited budget and wanted to stay on the program that I had had previously.  Once I received the bill, I called and spoke to a person named Karen who hung up on me.  I called again and was placed on hold for 2.5 hrs and nobody returned to the phone.  I waited for a few weeks and called again, same response, I have spoken to stephen, Peggy, Jessica,Janice, Rashanda,Randall and Michael.  I called AT&T again today, having not MISSED a payment and spoke to Ebony, was transferred to Jake when I asked to speak to a Supervisor (which seems to be the magic word to get you placed on hold for 1.5 hrs (two days ago) or simpy being hung up on.  I called again and spoke to Jasmine and asked for a Supervisor, and was connected to Red who put me on hold for another 1.5 hrs. I've made several attempts to reach someone to discuss my account but to no avail.  I had a simple set up, no "bells or whistles" just a simple account.

 

I was informed today that my service was being terminated (although I have not missed a payment to AT&T) which I am sorry about because I've paid them each month without fail. I've made every attempt to talk to a supervisor to no avail!!!!  I was asked didn't you look at your current bill?  Of course not, I HAVE NOT RECEIVED MY CURRENT BILL!!!!!

 

At&T states that they have good customer service, if so, I'd hate to see a company with POOR customer service!!!!!!  Please call me **** since I cannot call you AT&T!!!!!!

 

[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.]

Contributor

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1 Message

7 y مضت

I'm going through something similar. Just got u verse Ata great online price & at&t isn't honoring it. I spoke to 8 people including 4 chat sessions. Still no help. No I see why Comcast & twc are successful.

Contributor

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1 Message

7 y مضت

i'm experiencing the same thing. Haven't received my latest bill and now it's overdue. The woman on the phone just told me my monthly fee was higher price yet again and when I asked to talk to someone who could fix it, she put me on  hold to speak to someone in Promotions. That was 50 minutes ago now. That Promotion was back in June and it's still not right and I can't ever get to someone who can really fix it. ATT has good tech service; they come out on Sundays, but billing and customer service is quite poor.

My neck is sore with all these wait times on hold.

Tutor

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4 Messages

7 y مضت



---InTo: AT$T


To Whom It May Concern:


October 5, 2015





Reference #[edited for privacy – please do not post personal information]





My name is Wyvonnia S  and I am writing because I have failed
to reach a Supv. or get a response from anyone after many attempts. I
wrote to you on Aug. 8, my service had been turned off at that time,
which I was unaware of. I've been hung up on, had the phone placed on
hold and nobody returned, talked to some very rude agents, and informed
that AT$T did not have supervisors. I've been calling since MAY.





As of last week, I received a bill for $135 for two month's service.
Keep in mind that I have paid AT$T $100.00 for service that I DO NOT
HAVE! I only had service for June and July. It was interrupted in June
and turned off at the end of JULY! I did not miss a payment!!





I was told by two different people in the retention department that my
account had been restored and that I should be just fine. I kept paying
and waiting for the bill to come reflecting the changes and kept paying
through Sept. Last week, I was informed that AT$T no longer offers
service in my area and that there was no way that my service could have
been restored!! My question now is how can I owe for a service that I
do not have and cannot get restored because AT$T no longer offers it in
my area??? My service was interrupted in June! I still paid AT$T!!!





As a Senior, my money is budgeted according to the Social Security
Office. I plan my money and I pay my bills, but this billing is totally
out of of line. I need to hear from someone who can address this issue
and work this out! I am currently being contacted by a Collection
Agency!!!




My credit was good and I am too old to have it stained at this point in
my life!! I believe that I am being taken adavantage of because I am
ELDERLY!!


Wyvonnnia S


[edited for privacy – please do not post personal information]

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