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Tutor

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2 Messages

Tue, Aug 22, 2017 5:49 PM

Filing complaint w/ FCC for Bait and Switch tactics

I was provided a plan through the loyalty dept. to stay with AT&T.  Viewed my bill and it was higher than before.  Phoned customer service and was told the plan offered to me by the loyalty dept. would not be honored for the price it would be an addition $45.  I then was switched to the loyalty dept. and spoke to a very rude agent that basically told me "to bad so sad".

Nothing I can do.. After another hour on the phone I was told that I would hear back in 4-5 days.  At&t is not what it use to be... They sold me a plan to get me to stay that was not even available.  I am contacting the FCC and making a formal complaint.  After that I will set up service with a new provider..

Responses

Brand User
ATTHelp

Community Support

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137.1K Messages

3 years ago

Hello @wthompso1!


I regret hearing you were given a plan from the loyalty department which increased the bill. This is definitely not the experience we want you to have. I am more than happy to help with this today!


Please send me a private message to @ATTCares with your full name, account number, contact number, and when you were offered the new plan. I look forward to your response!


I’m glad I could help. Thank you and have a great day!


Daniel, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Teacher

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16 Messages

3 years ago

I have been lied too several times about credits that were to happen and never do.  The agents lie and say they have it in the notes, but never actually put them in.  It is the most unethical company I have ever dealt with by far.  The merge of the 2 companies has the employees hating each other...and a 65% turnover in their call centers isn't helping.  I am done with ATT and DirectTv at contract end.  Tell everyone you know to avoid both!

Tutor

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4 Messages

3 years ago

I was lied to as well.

Contributor

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2 Messages

3 years ago

Happened to me in the worst way, got the same response and my bill is through the roof.

Can you tell me how you reported this to FCC?

Contributor

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2 Messages

3 years ago

i went to att store - even the sales person said straight to my face - tough luck. then talked to someone on-line and got the same thing. does anyone know what is the least expense way to get out of contracts and who to go to?

 

Contributor

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1 Message

3 years ago

This just happened to me they promised me a pkg 63 a month for 12 months afterwards wb 141 month. $300 Visa waive installation & receiver. I repeated the offer 3 times even to the supervisor. My bundle is 137 for 12 months received $100 gift card. Attempted 3 chats disconnected. First call she said that wasn't possible and when I asked could they play back the tape she hung up on me. 2nd call nice lady took $5 off. But I am being treated like I'm a con artist I have been conned. To switch to their services and obviously some monetary incentive for the rep. Finding this forum infuriates me even more! 

Contributor

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1 Message

2 years ago

Do not deal with ATT.  They love bait and switch.  I was promised Directv and internet for $89 a  month.  I get a notice that I already have internet, which the sales person should have seen when he looked up my account.  Now the price would be $120 a month.  Spent an hour and a half on the phone had to repeat my story to 7 people.    I cancelled my order, but not really sure if it's cancelled.  Didn't get a confirmation email.   

Contributor

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2 Messages

2 years ago

 Same here.  I have the trascripts showing the price and what we were supposed to receive.  They lowered our internet to 18 mbps without telling us (we have the transcripts to show we signed up for 25 mbps.  Tech support and sales confirmed and said they cant do anything to help us.  This is after we supposedly got a free tablet with our renewal then received a bill for $200.  All the terms are in the online chat transcript and ATT has the info on our account but they did nothing.  Sent the info to my lawyer and will file a complaint with FCC.

Contributor

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3 Messages

2 years ago

I just fell victim to their $400 sign-up promotion, which hasn't existed since 2015 on my follow-up call.  I was putting a complaint together on BBB website, and realized that this is a common thing from AT&T.  [Edited to comply with Guidelines]

Contributor

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1 Message

2 years ago

They got us too. Promised us a bill in-store of $150 per month. $200 per month showed up in the mail. They even failed to honor my employer discount properly. Now I get to make another call to the customer service department to ask someone else to ask AT&T to honor the plain letter terms of our contract. If that doesn't work, I have to file a grievance through my employer. Glad I spent nearly an hour online chatting with a supervisor, Ariel, who disconnected rather abruptly without helping me in anyway or at least checking to see if I have any more questions.

Contributor

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1 Message

2 years ago

 I ordered 2 phones and 2 SIM cards in early Dec. for Christmas. They assured me they would charge me until I activated the phones, which I told them would be Christmas Eve. The problem is they activated the phone before shipping it. Therefore, I was charged for a month of service for 4 phones ($166). I called to have it corrected and I spent 5 hours: disconnected no less than 7 times, treated rudely, told that the sales person may have made a mistake but the charges were valid, and on and on. Finally, the customer loyalty rep issued a credit for $110 but that was later denied by a higher-up. Nothing I can do because the company depends on the notes written by people who have no incentive to be honest. What are they going to write? "I offered the customer [fill in the blank] to get the sale while knowing AT&T won't honor it." Of course, not. I hate AT&T because they lie, are smug and rude. I wish I could drop them today.  

Contributor

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1 Message

2 years ago

I received an offer before Christmas as well. My first bill is $60 higher than I was told it would be. Also, there is nothing on the bill specifying the offer that I was given. This offer was recorded, taxes paid upfront, and still the contract is not being honored. I have gone through AT&T reps, customer loyalty and the local store to resolve this issue. Still, no live person with the authority to honor the contract amount. I am shocked at the way AT&T is handling their issue. They used to be such a great company to do business with. 

Contributor

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1 Message

2 years ago

Well I might as well join this group. I was told by two different agents in chat that I could have an unlimited plan for a mobile hotspot router for $45.00 per month.  I have documentation of both chats.  Over the past two days I have chatted both on line and on the phone with 3 supervisors and no less than 29 agents who continually dumped me from tech support to on line sales to billing NONE of which will honor the orginal offer. I too tried contacting the local store who as you all have noted were rude and minus the unannounced dumping were equally as unhelpful.  I will be contacting my attorney, my state attorney general and the FCC.  

Contributor

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1 Message

2 years ago

Im going to do the same! Total bait and switch tactics. I am in the Boston area and I’m going to give the store till the end of the week to make good on the deal they offered. I’m curious if this is happening nationally? Maybe we should form an independent web site and begin collecting data on how many times this is occurring. I’ve been a long term customer with ATT. Well over 10 years. I remember when they were a reputable company. It’s truly a shame. I will post the outcome. Stay tuned!!

Contributor

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2 Messages

a year ago

I’ve just spent 3 hours on the phone with “the loyalty dept” at AT&T. Last week we called to buy new phones and they quoted us a price. After 2 hours we were told they could do the billing and contract but we’d have to call back in 48 hours to finish buying the phones. They insisted they’d honor the price we were quoted and I copied the whole chat and saved it. I called back to finish the transaction today and was told that the loyalty dept gave me the wrong price last week and the price has now gone up! The already got the new contract and decided to not honor the promised price. When I said this was “ bait and switch” and illegal, the loyalty dept said it’s not their fault that the AT&T rep quoted us the wrong price in writing. I’ve been with At&t for years and I’m so sad that they’ve turned into scammers...we’ll be contacting the media, as well as filing complaints with the FCC. I’m so shocked at their total lack of integrity. Clearly, they feel it’s ok to treat loyal customers like dirt...on to Verizon we’ll go. 

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