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angelalin's profile

Contributor

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3 Messages

Sun, Apr 12, 2015 1:51 AM

bizarre conversations with ATT today regarding my U-Verse plan

I cannot believe this exists with ATT!

 

I was promised with a 12-month U-Verse promotion since last July however it was not posted to my account. For the last 8 months, I have been making monthly call to explain the situation to maintain the promotion. I was also promised that the problem would be addressed by personnel from management level. I contacted ATT again today and could not believe the following:

 

Both agents kept selling me products that I do not want despite that I expressed at the beginning of my call that I did not want any product recommendation today.

 

Both of them failed to address my concerns. Once I told them that I was not interested in what they promoted, they simply said please speak to a supervisor about that however later then told me that the supervisor was not available and I had to call back on Monday.

 

After wasting about 2 hours total, my concerns about the overcharging bill as well as the newly installed equipment fee were not addressed at all!

 

Overcharging bill: my monthly bill was doubled in the last 8 months because the promotion failed to apply. However, I usually had no problem getting it adjusted until recently. I simply cannot believe why these agents fail to help me.

 

New equipment fee: when I began with ATT U-Verse service 2 years back, I chose to avoid the monthly rental fee by paying for the equpiment. Then agent first told me that I can never buy the equipment from ATT. After I explained to her that she should be familiar with past ATT service, she changed her statement to say that I added a TV service to my U-Verse back in January and CANCELLED THE SERVICE 3 MINUTES AFTER. That is why ATT decided to apply the equipment fee started with my u-verse bill in March. This is totally absurd! I was telling her that I do not have a TV in the house. How am I supposed to add such service to my account? She kept accusing me for adding the service and then cancelled it 3 minutes after. I was wondernig for a long while if I were actually speaking to ATT agents!!!!! How bizarre was it!!!! After I demanded to speak to her supervisor, she changed from "my manager was with another customer" to "he is off the floor now." 

 

Can anyone relate to my bizarre experience? Should I simply give up ATT and go to other carriers after being with the company for the past 10 years? I feel that I am just too tired to deal with being overcharged on a monthly basis. I cannot believe that after being with ATT for my wireless, internet, and home phone service for that many years, ATT continues to demand more money from me by charging nonsense fees like this.

ACE - Professor

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5.2K Messages

7 y ago

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2365485

 

That is the link to send a PM to U-Verse Care. These are specialists that will work with you to get a resolution.

 

Include:

1) A link to this thread.

2) A good phone number for them to reach you as well as preferred time of day (include time zone.)

3) Your billing number

4) Billing address

5) Real name

6) Detailed description of the problem

 

Someone will get back to you via PM in 2-3 business days. Check the blue envelope at the top right for a reply. You'll see a "1" when a reply has arrived.

Contributor

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3 Messages

7 y ago

Hi baseballisback,

 

I was told to contact Retention Department regarding the initial promotion, which I did. And guess what I was told? They offer the discount to my current bill and then told me to bite my tongue on the past bill where no discount was offered. Am I supposed to get penalty because ATT failed to put a promotion to my acocunt 8 months ago? She told me that "well you have been getting the discount for the past 8 months. For now, we will offer you just the discount on current month and then move on with a promotion for the next 12 months." When I was angry for the fact that ATT simply penalized me for your failure to place a promotion on my account 8 months ago, she said that now she compensates for that by putting me on another promotion. Is this how you guys deal with things??? Please, I called to talk about missing discounts and not about new product!!!! And how do you know that I am happy with your type of sevice now???? Do you think that after all of these I am have the gut to continue with this type of service???

 

I will try the PM method and see what exciting adventure I am going with all of these.

 

I did not even want to mention the wrongly charged equipment fee because I was not prepared for another interesting explanation for it. (If you are curious of what I mean, please see my previous post for the most exciting explanation for the charge).

Contributor

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3 Messages

7 y ago

Hi baseballisback,

 

My apologies. When I state "you" in the previous response, I did not literally mean you. I meant to say "she/her." I was just over my head with my anger recalling the conversation earlier. I really appreciated your suggestion and should have just used the PM instead of wasting my time calling today. I simply continued with calling the department, which I have started doing since 3 weeks ago and finally got hold of them today. I will keep you posted of the PM response.

 

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