How to complain about a *loyalty* rep interaction -- and should I bother?
My 12-month promotion for my U-Verse200 ($54 off a month) was set to expire in early August. I called customer service to ask about incentives available to keep me -- given I get multiple offers weekly from the likes of Spectrum. The rep said she checked and found nothing and switched me to Loyalty rep Dan. I explained the situation. (I also have internet and home phone.) He said he could give me an all-included rate of $154 before taxes and fees. I expected a rundown of the base amount for each service. I apparently said something (so he later claimed) that led him to place the order. That was not my intention. After he gave me the figure and I said, "mm-hm" or "OK," and there was silence on the line. I thought he was running some numbers. I was expecting a detailed accounting and that I'd be asked whether I accepted, explicitly. (That's what I got before I accepted last year's promotion.) Next I heard from him was something like, "You're all set." I was astounded and said so. I said I wanted more details. I hadn't intended to agree to anything before hearing those details. His answer: Too late; the order's in and can't be undone. I was fuming. I felt I'd been had. He at least gave me a $50 credit when I said I wouldn't have agreed to something that resulted in paying more immediately, with a month left on my current promotion.
Just got the order summary from AT&T -- and even the numbers he gave me were wrong, perhaps in my favor. But the experience was so unnerving, I wonder where to turn, to say that reps should give details, should ask the customer, "Do you agree to this?" Even after he said, "You're all set," he wasn't about to review, to say, "This is what I've done today" -- as I've had happen when I've agreed to other services.
So, where to complain? And should I bother?