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aricboger

Teacher

 • 

10 Messages

Tue, Jun 2, 2015 5:15 PM

How to reach high-end or executive customer support?

Does anyone know how to reach a high-end customer service department?  I signed up for a year of Uverse services on May 1.  My first bills comes and and it's wrong to the tune of about $40 more than I was quoted and I can't seem to get it fixed. If anyone here knows how to reach a department that is both effective and authorized to fix things, I'd love to know how to do this.

 

Short version:  I re-signed up for services and 30 days later I find out that the promotion I was offered to renew my services invalid/expired and my bill is now $40/month greater than what I was promised when I signed up.  I did my renewal over the phone with a live operator, so I have no idea how the real-time price I was offered could be out of date.

 

Long version:  I get my first bill after renewing my services and see that it's quite a bit larger than expected ($40+).  I call in to check on this and I'm told that the promotion/price I was offered was "not humanly possible" (?) and that I'd need to talk to the manager that approved it.  Ok fine, "can I talk to that person?", I say.  Of course, I can't simply be transferred to this person or get a direct number.  So AT&T puts in a callback request and says he'll call me within 24-48 hours.  That doesn't happen.  So I call back (a few times over a span of multiple days).  Finally someone says I'm on the manager's schedule to be contacted tomorrow.  Progress, right?  Great, so I hang up and wait another day.  No call. 

 

After more calls by me, I finally did get someone to talk to me about my situation.  The guy I'm talking to says the problem is my "promotion was denied".  I asked, "what do you mean, denied, I was offered this plan/price 30 days ago and I agreed to it for a year".  He says, "no we declined it".  Obviously I'm confused here.  When I inquire why they would decline their own pricing plans, he tells me the price/plan promotion was "invalid" and that is has "expired".  He then goes on to tell me that as a courtesy, AT&T put me on the next best promotion available for my service... at $40/month greater than what was offered to entice me to renew for another year of services.  Yeah, some courtesy alright.

 

When I asked why no one alerted me to this problem sooner (since 30 days had passed from when I originally signed up), the rep told me it was because "the offer was expired".  That's hardly an acceptable answer.  When I asked why the manager never called me back - the one I waited on for 7 days on what was supposed to be a 24-48 hour callback schedule who I was told was the only person who could help me - I was again told, "sir, it's because the promotion was expired".  As you can tell, there's a pattern emerging here... every question now ellicts a response of "sir, your promotion is expired".

 

So I'm on the phone yesterday and I ask what my options are.  I'm told that I can either:

 

1)  Pay the $40/month increased price  [thanks, but no thanks]

2)  Considerably downgrade my services and still pay $20/more than what I was paying a couple months ago  [also not an attractive offer my any stretch]

3)  Or I can terminate my services.  While that is certainly an option, I must say it's a little surprising that one of the solutions the rep proposes to a current customer who wants to continue purchasing Uverse services is to cancel.

 

All in all, the customer experience on this matter has been just dreadful.  Nearly a dozen phone calls, at least 2 hours of combined talk and hold time, a run-around spanning a period of 4 weeks... and the best option I've been presented with is to terminate my services.  The AT&T rep did offer to cancel without any fees though, so I guess that's a plus.  I've been a Uverse customer for over 6 years at 2 different homes; it's just sad that such poor customer service has be the deciding vote in whether to contuining paying for a product I actually like. 

 

I'd like to give this one more shot before June 4th hits to reach a workable solution (they are offering me until end of week to cancel for free).  If anyone knows how I can reach a reliable department that can help, please let me know.

Responses

JefferMC

ACE - Expert

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17.6K Messages

5 years ago

Please click this AT&T logoCustomer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelope  in the upper right hand corner of this site, next to your avatar and name) in a business day or three. 

 

This PM reaches a group of Social Media Specialists who will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

The link for customer service didn't work for me. 

aricboger

Teacher

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10 Messages

5 years ago

Is there any way to reach this group of support people by phone?  Unfortunately, I may not have up to 3 days to wait on a return email as AT&T has offered me through the end of the week to terminate my services without fee.

JefferMC

ACE - Expert

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17.6K Messages

5 years ago

If I had a number for them (which I do not), I could not post it without the moderators taking it down.  Normally they reply within 24 hours, and will call you if you provide a number in the PM.

 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Community Support

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6.7K Messages

5 years ago

Hi @aricboger,

 

I am so sorry about the issues you are having. We have sent you an E-mail to help assist further. We look forward to hearing back from you and helping get this issue resolved for you.

 

-David T

 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*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.
aricboger

Teacher

 • 

10 Messages

5 years ago

Not that it will be of great interest to many readers of this site, but thought I'd share that I received a phone call from an AT&T rep yesterday after writing about my complaint/experience on this forum.  The lady I spoke with (Misty) provided perhaps the best customer service experience I've ever received from AT&T, not only in that she was able to help with the issue, but the polite, efficient, professional, solutions-oriented manner in which she went about it.  It was a breath of fresh air compared to my previous conversations with folks at the regular call center.  She single-handedly saved AT&T a customer.

jjm714

Teacher

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16 Messages

5 years ago

aricboger,

 

It's good to hear that ATT is helping some people at least. I've yet to get anything resolved, maybe I should have received a call from the same rep that helped you out.

aricboger

Teacher

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10 Messages

5 years ago

It appears I responded prematurely in early June regarding resolution of my issue.  While I was able to speak to very courteous and respectful individuals through the Social Media team, my issue hasn't been fully resolved.  I've now had a billing issue for over 4 months. 

 

Last month, I tried responding to the Social Media folks - for the 3rd consecutive month - only to learn that the email account has now been disabled.  While I'd asked for a direct number to that department in my email exchanges, one was never provided.  So sadly, I can't get in touch with them now.  Interestly, that email account sends an auto-response telling me its disabled and that I should ontact ATT on Twitter... I'm not even sure Twitter provides enough characters for me to request an ATT rep contact me and include my account number.  What kind of a solution is that?  Further, why should I have to put my account number or telephone number, along with my name, out on public forum like Twitter to be able to get in touch good customer service people?  I don't get it.

 

Each month my bill is wrong.  This has been the case for 4 months.  Each month I have to call/email ATT and speak to someone.  And each month the individual has an "eureka moment" where they say the problem was a simple solution like "oh, a box needed to be checked", and that it will be fixed permanently going forward.  Thirty days later, my new bill comes out... and it's wrong again.  At a minimum, the "check the box" solution is completely broken; at worst, it's a mythical solution told to me as a means for the representative to quickly hang up the phone instead of really investigating the issue.  Each time I hear this great and simple solution proposed, my fear is that it's the latter.

 

There are sufficient notes on my account outlining what my rate should be (many thanks to the unknown but diligent ATT Social Media rep who took great notes that day).  Because of these notes, the ATT reps I now talk to each month are pretty good about crediting my account for the charges that are in excess of the contracted rate I agreed to.  While my bill has eventually been adjusted each month to the correct amount, I'm quite frustrated that it has to be my responsibility every single month to call in and ask for this to happen.  I just want ATT to send me a bill each month for the services and price we agreed to; I'm not a hard customer to please.  I've had Uverse for 7-8 years now... I like the product, but the customer service aspect of this relationship is about to push me to my breaking point.

 

If there are any ATT employees who are reading this that are willing and able to assist me with rectifying this issue, I would be happy to take your call at any time.  My acct. # is [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.].  Thanks in advance.

JefferMC

ACE - Expert

 • 

17.6K Messages

5 years ago

@aricboger, the correct way to officially contact AT&T via these forums is via PM.  Try this AT&T logoCustomer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your issue. You can expect a reply via return PM (the blue envelope envelope  in the upper right hand corner of this site, next to your avatar and name) in a business day or three.

 

Speed things up by including your Billing Account Number, and the best time and way to reach you.  The moderator will shortly remove your BAN from your post; you shouldn't post private information in public forum posts.

 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
MicCheck

ACE - Expert

 • 

9K Messages

5 years ago

As an aside, should you (or someone else) choose to contact AT&T via Twitter, please do not tweet your personal information. You can tweet the issue @AT&T, but, like the forums, you should only communicate names, account number, etc. through direct message. 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
aricboger

Teacher

 • 

10 Messages

5 years ago

Thanks @JefferMC and @MicCheck for the suggestions.  I will use the private message link and see if I can move this issue forward.

aricboger

Teacher

 • 

10 Messages

5 years ago

If there are an ATT employees reading this forum, I would like to express my frustration that I'm continuing to have the very same issue as described above six months after I first reported it.  Well over a dozen phone calls, a half dozen chat conversations, and nothing less than 5 hours of my time spanning 6 months, trying to reach someone knowledgeable who can help me.  Every month I call ATT and tell them the bill is wrong.  And to ATT's credit, they offer me an adjustment to get the bill in line with the rate offered.  But why must it come to this?  Why must it take a monthly customer complaint phone call to get a correct bill? 

 

Every month someone tells me they figured out the probelm and my bill will be fixed next month.  And of course it's a different someone every time, which is not only frustrating to me, but what's most alarming is that ATT's system provides no opportunities for its employees to learn from their mistakes because they're never the wiser that something they "fixed" wasn't fixed correctly. 

 

All told, I suspect I've engaged no less than 30 different customer service agents, from a variety of departments, states, and time zones on this issue.  Many have seemed eager to help, which I'm grateful for.  But none of their solutions have worked.  The last person I spoke with from a North Carolina office was so confident that she had uncovered the problem.  I of course was skeptical and suggested that she put ATT's money on the line and that if wasn't fixed next month, ATT could credit me the entire month of services on my bill instead of just the amount billed in excess.  She wasn't interested in taking that bet... turned out to be a smart move on her part since the bill is still wrong 30 days later.  The saddest part is, my customer service experience with ATT has been so bad over the last 180+ days, I wasn't even surprised when I received the latest bill and found it be wrong again.

 

Please ATT, surely there is 1 person on your staff that can help me.  If you can locate that person, please have them call me any time, any day.  I just want to open a bill for my services and be able to pay you for it without first having to call in and talk to a brand new person about a 6-month old problem.  I don't feel like this is an unreasonable request.

 

Thanks,

Aric [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.]

Contributor

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2 Messages

3 years ago

Ever since I took your stinking Uverse service im getting 5-10 telemarketing calls a day and all of them have spoofed caller ID information.  When I try to call them back, the phone numbers do not exist.  This all started with Uverse in September.  So today, I turned home phone service off, period.  Your company is out of control allowing this kind of crap to occur.  You should track down these boiler rooms and their spoofing equipment and blow them off the planet. As soon as my contract is up, im dumping ATT entirely, your company is CRAP and your service is CRAP.  Who tl does your CEO think he is that he doesnt have to be accountable to customers, you closed your executive resolution team down and now threaten legal action against anyone who contacts the CEO directly.  Your high and mighty attitude will cost you business, MINE FOR SURE.

ACE - Expert

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15K Messages

3 years ago

AT&T is responsible for all the telemarking calls I get?????  I did not know that.

When you're in your 60s & people ask you to do something, you just say "No".  No reason.  No excuse.  No explanation.  I can't wait for my 70s.  I don't think I'll even answer.   -  Jerry Seinfeld

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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3 Messages

3 years ago

This sounds so similar to my story. The free promotional products that I was offered were charged to my bill. I spent hours on the phone with practically every department that ATT has. Finally, I was told that the promotions had expired when I got them. It seems not to matter that I did not ask for the promotions, but they were offered to me. There is a person to contact on the "Executive Response Team", Mary H , Manager, AT&T Office of the President

 

 

She emailed me twice, called me once, now I can not get ahold of her. I am not a person who believes in litigating everything, but if this is a trend, offers for a promotion, but charging for the "free" products, then a  We need to find other people who are having the same issue.  [edited for privacy – please do not post personal information]   [Edited to comply with Guidelines]

Contributor

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1 Message

3 years ago

Add me to the list of people who've had this exact problem. I was quoted $9.99 per month home phone when getting Direct TV and internet. Total bill was supposed to be less than $130. Never happened. They kept charging me $30 per month for the phone so I'd call every month. Every month they'd credit me back $30 and tell me it was fixed. This has gone on since about July (2017). Last month's bill was wrong again so I called again. "The offer had expired". Huh? It was YOUR offer. The only thing they could do was credit me $10 per month for one year. Okay do that. I'm paying $20 more per month than what I signed up to pay (the actual phone bill kept creeping up each month - this last month it was $42!). I'll ditch you as soon as my contract is up. Fool me one time shame on you. Fool me again shame on me. 

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