How to Look Up Sales Rep Info

@samtor  They will lie to you just to get you to sign up and then ATT will not offer the price they suggested when the D2D sellers (not ATT personnel) came and bamboozled you.

See if ATT Customer Care here can help.

Contact ATT Customer Care on the link in my signature below,.

Send them a Private Message, on this link, and they should be able to give the help needed to solve your D2D/billing problems. They are available M-F 8am-11pm Eastern time (also around on weekends, FB Twitter Social Media Managers), response may take up to 2 business days.

This is not the regular CS/TS phone people, but the social media Community Specialists that know the people to contact to get things done and gone above and beyond for me. They can do more than any phone rep and stick w/it till it's done.

Include your name, account #, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply. Good luck 😉

Chris
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Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Thank you for the quick response! I will follow up once I receive a response and provide an update. 

Best,

Sam

First D2D are not AT&T employees, why would you expect someone from Walmart to track down a Target employee. I had no idea--she had an AT&T orange polo shirt on and spoke about moving to California to manage her own AT&T store. She never said she did not work for AT&T.

Secondly in any D2D agent installs I have done, the customer has a copy of the Sales contract with check box for order and discounts.... Does your form show the correct product ordered? Yes. The only issue is that when we asked about the combined bill discount she called someone and they confirmed that we qualified. The box is checked, but upon closer inspection, it says we need to have TV as well. We have 2 Next Plans and U-Verse. However, the price reflected shows "$74 monthly" with a "$27 promotion." 

When I called AT&T about this they said the correct promotion should have been $17, because I do not have TV service. However, the sales rep did not even mention this and gave us the $27. 

Is the form an update pricing, not an expired older form of promotions no longer offered.... Can compare offers on form with Uverse offers online. The offers change about every 2 to 3 months. Under promo length it says "12/12" in the sales rep's handwriting.

Third was there an addition or subtraction mistake on the form (human error). No. $74 - $27 = $47, which is what she listed next to "Total Monthly Recurring Charges Minus Promotional Discounts."

Fourth, every contract I have seen has the agent phone number listed.

Does your form have a number, is the number active....

Perhaps the agent is no longer employed by the contractor. There is no agent phone #--only an 800 # to call att.com to check order status. 1-800-288-2020

Fifth, if I understand your post correctly the difference between offer ($17) and actual ($27) charge is $10 a month for 12 months... Total $120 annual. (I have no ideal what the company sells for $17, even lowest speed internet (basic .75M) list at $37, new customer discount $17 off is $20, plus the RG equipment fee of $7 yields $27 a month charge (what you say you are being charged))  You are aware of $7 RG equipment fee correct? I am aware of the additional fees. As stated above, the $27/$17 are in reference to the promotional discounts, not the full price charged. That should be $47/monthly (for just U-Verse).

The company offered a (random?) $17 credit for 6 months, total $102....

Your issue is for (120 charges-102 credit)... $18 is that correct? My issue is that they're currently charging me $67 a month when it should be $47 for a savings of $240. 

The first time I called AT&T they reimbursed me for the difference in the pro-rated first month and the first full-month. This was $43.20. I regret not asking them to breakdown that credit, but even if they gave me credit for 2 months of $17, that would not add up. Therefore, with that credit--there is already an acknowledgment that I should receive the $27. Though--I will point out that they kept saying $17 and I kept correcting them. They never clarified why they were saying "$17."

After the first time, they told me to go to "any" AT&T store with my physical receipt so they could verify it was legitimate. I thought this was bizarre, but they insisted it was standard practice. I went to a store and they were dumbfounded and I basically saw them do exactly what I had done already--call corporate and stay on hold forever only to be told there's nothing they could do. 

So the second time I called AT&T to complain after going to the store, that is when it was brought to my attention that I should have been receiving the $17 credit, not $27. And the best they could do was offer be an additional $46.87 in credit, bringing my total to $90.07. That is apparently what the math came out to for the pro-rated month (which according to him was $5.07) + $17 x 5. Again, he and I were both scratching our heads with regard to the original $43.20. 

If above is correct an extra month of discount would yield a $1 difference, would that satisfy the situation, or is it more you want to know if the agent was either inadequately trained by the contractor, had out of date (non current promotions) contract selling form, could not do simply math, or purposely misrepresented offer..... For that only the agent, a non AT&T employee can answer, if you ever see them again. Again, it was never disclosed to be that they were a non-AT&T agent. Additionally, when I went to the store--with a receipt that says "AT&T U-Verse Order Receipt" on top--they never told me that I was working with a non-AT&T employee. No one, in my hours of trying to find a solution for this, has told me that the sales rep was not an AT&T agent. 

I was not happy with the response I received from AT&T on this board. 

I found this sentence--one of the first in their initial response--to be particularly belittling.

"First D2D are not AT&T employees, why would you expect someone from Walmart to track down a Target employee." 

I understand there may be a lot of repetition when it comes to issues raised on these boards, but that response had an attitude before I even had a chance to fully explain my situation. Once I did respond to every individual point with very specific responses, AT&T ceased to be of any help to me on this board. 

Instead, I sent a private message to the AT&T on Facebook and received a response from a "Social Media Manager" in a few hours, via email and then via phone call. They were perfect. They made an effort to understand my situation and to be of prompt assistance. The issue was clarified, the solution was explained thoroughly--and I trusted an AT&T employee for the first time during my entire ordeal. I wish all of AT&T customer service was this way. 

My recommendation to anyone reading this is to skip the 800 numbers, skip posting on this thread. The best service is through the Social Media Managers on Facebook. 

@samtor, you posted on a message board provided by AT&T for users to communicate with each other.  Some employees post their own opinions on a volunteer basis.  Such was the post you refer to.  You can also contact AT&T social media support via Private Message through these forums.

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@samtor wrote:

I was not happy with the response I received from AT&T on this board. 

 

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As a general rule, the response you will receive from AT&T (re: employees) posting on these boards will be to recommend a PM to their Customer Care team. 

Granted, others have posted that they got good results from posting on the ATT Facebook, but please do not discount the results others have gotten from the Customer Care team here.

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@skeeterintexas wrote:

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@samtor wrote:

I was not happy with the response I received from AT&T on this board. 

 

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As a general rule, the response you will receive from AT&T (re: employees) posting on these boards will be to recommend a PM to their Customer Care team. 

 

Granted, others have posted that they got good results from posting on the ATT Facebook, but please do not discount the results others have gotten from the Customer Care team here.

 

 

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Actually the social media managers on FB, Twitter pick most up of the ATT Customer Care PMs, nights and weekends and some during the week too, that the Uverse guys can't get to.

They do converse by email, not PM as most are not users here.  In their emails they have a listing of times they are available, I've seens ones going to 2am/4am, admittedly they start later, but provide coverage on FB/Twitter.

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

I had same problem, D2d sales person sold me internet for $40, by saying there won’t be any installation fee, but later they did charge me

[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.]

@Shaun12345   While the D2D salesman has terrible handwriting, your personal information is visible.  You might want to block or remove that since this is a public message board.

I would love to know who the sales man was at my door!! There has to be a way to find out!!