Potential Customer: Deceptive U-Verse + Internet bundle explanation needed
I've worked in the telecom industry for years with direct competitors of AT&T. I heard horror stories from customers who left your business so hoped to never experience an interaction with AT&T myself as a customer. Unfortunately, the place I'm moving to is an AT&T exclusive community so I went online to investigate my options. I saw your advertisement of $60/mo for U-Family (180+ channels), Internet 50 (up to 50mbps), 1 DVR, 1 gateway, no activation fee, a $50 GC and $5 discount for Auto-Pay & Paperless billing but excludes taxes and broadcast fees. I thought this was an acceptable offer so added this bundle to the cart. The promotion suddenly changes to $75/mo when added.
I asked a live Chat Agent for assistance. The rep seriously tried convincing me that the $60 rate is for 5mbps. She was seeing the exact ad I was as she linked me the same URL (https://www.att.com/shop/u-verse/offers.html). That same page shows the promotion I want, but it ALSO lists a different promotion of $50/mo for U-Family + Internet Basic 5. I was stunned by her ignorance so am waiting to receive a logical explanation for why you are advertising one rate then increase the rate by $15/mo when the bundle is added to the cart!? Her offering a 2nd $50 gift card to compensate for what the website falsely advertises is unacceptable. It doesn't cover the increased expense of $180 I'd incur over the course of my 1st year. I'd appreciate an explanation when possible.