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rock87in's profile

Tutor

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4 Messages

Wednesday, March 4th, 2015 6:43 AM

U-Verse: Billing charges – not as promised during joining as new customer

Hello,

I’m Ronnie ***, AT&T phone #[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.]

I have been an AT&T wireless customer for over 6 years and I have been a very happy customer and would recommend AT&T carrier voice to anyone and everyone.

I have had Xfinity Comcast internet and TV for over 4 years and on January 16th 2015 at 4:09PM, I joined U-Verse TV & Internet as a customer per order # 90330932240066. The reason I joined AT&T U-Verse was because I was promised several things along with my order:

  • $66 total charge for U-Verse TV (equivalent of Xfinity basic TV and HBO) plus 45 MBPS internet (equivalent of what I was getting from Comcast) pre-tax.
  • All installation, equipment, digital/HD/broadband/etc fees waived.
  • $150 rebate VISA card + $50 rebate VISA card after 4 weeks
  • $5 off bill (since I had U-Verse and wireless)
  • HTC One M8 phone (replacement)

So essentially I confirmed this several times with the customer service rep I spoke with (I think her name was Ami) and then her manager to confirm that I would get the services for a total charge of only $66 pre tax and nothing additional along with the points noted above.

 

My connection officially started on January 20th 2015 and when I saw my bill on 2/20/2015 in the mail, I was shocked to see that I was being charged the whole amount (over $140/month) along with service fees and so on.

I would like to point out that the only reason I joined U-Verse is because I would be paying lesser than what Xfinity Comcast offered me (~$80). This can be verified by going back to the voice/audio recordings to verify what I was promised – and you will see everything in this letter in true.

When I called up customer service 2/20/2015, I was informed that they cannot get me that price and at best they could give me a $40 discount. They said that in order to get what I was promised, I would have to contact AT&T Corporate (in Dallas, TX) via a letter which would be responded to quickly. So hence I wrote a letter to request that my bill be changed to what was promised to be on January 16th 2015 by AT&T customer care when I joined U-Verse.

I verbally agreed to a contract for a monthly price ($66/month pre tax with no service fees and all perks listed above) and I do not intend to pay any more than I promised in the contract.

 

From a multi billion dollar company like AT&T, I would not expect something like this. If I have been offered a special price to join AT&T U-Verse, then I need to be charged that amount and not be charged regular pricing after I’m a customer.

 

I have not heard back from corporate or anyone in AT&T and I do not know what to do. I feel hopeless since I feel like writing a letter to the corporate office would be the last thing which could resolve my issue.

 

Can anyone guide me as to how to proceed?

 

Thanks

Ronnie

Expert

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20.4K Messages

9 years ago

@rock87in Contact ATT Customer Care on the link in my signature.

Send them a private message, on this link, and they should be able to give the help needed to solve your billing problems. They are available M-F 8am-11pm Eastern time (also around on weekends), 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.

Include your 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
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(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

Former Employee

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4.9K Messages

9 years ago

Hello, rock87in!


Thanks for posting. We have received your private message and look forward to working with you to find a resolution.

 

-Mariana

Contributor

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1 Message

9 years ago

Tutor

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4 Messages

9 years ago

Sorry for the late reply, but yes my issue was resoved the very next day.

I give Social Media customer care 10/10 for responding to my request within an hour of posting the message and as promised calling me the next day and resolving the issue within a matter of minutes.

They reversed my excess billing charges and reverted back billing to what was promised to me at my new order.

 

I'm very happy and thankful to this group. Social media group is awesome 10/10.

 

I also wish regular customer care (the ones we call on the phone) is like this.

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