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karenmoore27's profile

Contributor

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3 Messages

Saturday, October 13th, 2018 8:59 PM

AT&T won't honor the quoted price for my service

Via chat I was quoted a price of $104.99 (plus taxes and fees) for AT&T Uverse TV, Phone and Internet as of 06/2018 through 06/2019.  I have had billing problems ever since.  While AT&T confirms they did quote that price (I have several AT&T chats to attest to this); they now say they cannot honor it due to internal promo's being discontinued, etc.  If a company quotes a price for a full-year I imagine they should have to honor it.  I have spent countless hours each month contacting AT&T and they either are checking into it and will correct it, or they don't call back, or they have corrected it (I even have the employee number of the person saying it was now corrected last month) - but it was not.  I just spent the last hour chatting yet again and was told they now cannot honor their original price to me.  What kind of customer service is this?  I find it very shady at best for them to imply they cannot honor their contract with me.  So tired of all of it; I also can't believe how many people agree with all the problems they have with AT&T.  Not sure who I can turn to now except filing a grievance/complaint at this point.

ARam90

Scholar

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100 Messages

4 years ago

At the time you were quoted the price, did you immediately sign up for that price? Remember, besides AT&T, every major cable, internet, and home phone provider will be running promos that only last for a certain amount of time, (there are some promos the companies run year-round, depending on the market,) and if the promo expires, then they rarely will be able to add it on afterwards.

 

You can try filing a complaint with the BBB and get someone from corporate to reach out to you, but you should be prepared to accept no for an answer if that's what they come back with.

 

Also, the package you were quoted; besides the date you signed up for it, do you still have the service(s) necessary to keep the promotional price? For packages like that, especially if it comes with home phone service, cutting out the latter part of the package does cause you to no longer be eligible for that price, and this comes from my experience in handling customer service with Xfinity before.

Contributor

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3 Messages

4 years ago

Thanks for your response - I have the UVerse 300 TV/Internet/Landline phone below is the transcript from the AT&T on-line chat offering the service for 1 year 6/2018-2019 for $104.99:

 

 

fa7829 : What type of activities do you use your internet regularly? Any online gaming, social media, streaming music/video, or work/school related tasks?
(For Netflix, Youtube or any other)

Me : do not want to upgrade equipment, lose my current recordings nor have anyone come to my home

fa7829 : Same services

fa7829 : No worries

Me : only use internet for browsing, facebook, etc. no gaming, streaming movies

fa7829 : Great ! thank you so much for the information

fa7829 : what are the channels that you mostly watch?

 

fa7829 : I am sorry for being asking you a lot

fa7829 : I just want to get the best option with the best price as well

Me : I understand - it's just redundant since I already typed it all earlier in this conversation and thought the first agent was working on my side for a great price

fa7829 : Thank you so much for letting me know

fa7829 : I have a great deal for you !

fa7829 : I was able to manage this promo for those services Internet 24mbps + Uxxx TV package + Home phone for a monthly bill of $104.99. This promo will be for 12 months agreement

Me : Good price - will I be able to keep my current equipment, and current recorded programs

Me : not lose anything?

Me : including same home phone number

fa7829 : No worries

fa7829 : No loosing anything

fa7829 : I just changed the price for you

Me : seamless transition then and it will not affect anything

fa7829 : Karen, that is correct !

fa7829 : No changes just the great price

Me : Will this price take affect when my current plan/price expires in 20 days?

fa7829 : yes, If I applied this changes today

fa7829 : the contract starts today until next year

Me : will the plan run from today through 6/16/19 then?

fa7829 : the plan I am offering will start today June 16 2018 and end on June 16 2019

fa7829 : May I applied those changes for you?

Me : sounds good

Me : yes

fa7829 : Great!

fa7829 : Wonderful!

fa7829 : Let me applied those changes for you

Me : So same tv Uxxx package with same phone and internet services - no change to existing I have - right?

fa7829 : Just to recap, you contacted us today in order to lower the bill, I was able to manage this promo for those services Internet 24mbps + Uxxx TV package + Home phone for a monthly bill of $104.99 This promo will be for 12 months agreement 
Did I handle your request to completion?

Me : Yes

fa7829 : Wonderful!

fa7829 : We are almost done

fa7829 : Changes have been applied Karen

fa7829 : Order 4093XXXXXXX was successfully submitted.

Tutor

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4 Messages

4 years ago

I am going through a similar situation-although this was my first month.  After three hours on the phone today, I paid my bill which was adjusted by hand.  I don't know who else to contact.  I tried corporate, but kept getting billing (off-shore not Dallas TX).  The jest is that the online chat people (who are AT&T employees-I asked) promised me a bundle for 106.99 + taxes for 12 months.  The new service-home phone- has been activated, and TV and internet are upgraded, but my bill online has not been updated.  My chat transcript says the billing begins 10/22.  So there is a disconnect between online chat people selling bundle and the billing system.  It is a bait and switch mentality and it screams scam [Edited to comply with Guidelines]

Tutor

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4 Messages

4 years ago

My transcript is almost identical! 

Contributor

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1 Message

4 years ago

How did you get a transcript? We've been having problems with Direct TV not honoring the price my husband verbally agree to paying! He has called numerous times and they keep saying they'll look into it and nothing happens! What are our legal rights?

Contributor

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3 Messages

4 years ago

I've been using AT&T for at least 4 years (we live in a condo in Almaden and do not have many options).  I found calling was useless as they haven't backed up what they promise and you always get the run-around - especially when they transfer you around to various departments.  I eventually began using the on-line chat that is available when you log onto your account.  At least that way you can have a transcript of the whole conversation and what is promised.  As in my case though, even in writing of the agreed to price for 1 year, by the 2nd month they raised my monthly rate - even acknowledging they had promised the lower rate of $104 + tax a month but would not be able to keep that price.  Glad we are moving soon and I can leave AT&T in the dust with a dish!

 

Good luck - they always seem to win as they will just pull your service if you don't go along with them

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