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RonS78's profile

Contributor

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3 Messages

Thursday, April 7th, 2016 4:48 PM

U-Verse Sales and fake promises. Then bills I don't owe...Screwed by Customer Service..Anyone else?

I am a Comcast member with 40 Mgps and ATT sales told me they could provide better internet service as a trial for 30 days with no obligation to pay anything unless I wanted to keep the service. I agreed and their tech came out did the install and guess what, they barely made it to 30 Mgps. I called back within two weeks letting them know their service sucked and returned their equipment promptly. No contracts were ever signed. A month later, I get a bill for $101.68. I called and they said it would clear in the next billing cycle. The following month: a bill for $142. 62. Spoke with another rep, she said it still needed time to clear. Just got off the phone today (now a couple of months later) and this time the rep said we owe the bill for installation charges and usage. After arguing that I do not owe this money, this rep said he couldn't do anything about it as nothing was noted in the account. They record everything when you call in, so they also have records of our conversations. I do have the badge number of one of the reps I spoke with that said we didn't owe anything, now they are going back on their word. 3 cheers for absolute bad customer service!Smiley Mad I am staying with Comcast, at least they know how to treat customers, even temporary ones!

Community Support

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6.7K Messages

7 years ago

Hello @RonS78

We are sorry for your inconvenience. We will be glad to help. Please send us a detailed message by clicking here. Be sure to include your name, 9 digit U-verse account number, phone number, and the best time to reach you.

We will get back to you as soon as possible via email. In the meantime, let us know if you have any other questions or concerns!

 

-ATTU-verseCare

Contributor

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1 Message

7 years ago

I used to love U-verse, everything was great. So when I moved (5 streets over, same town) I took my service with me. It never really worked well at the new house, in 5 months time I had 7 issues that required a tech to come to the house. The techs and everyone I talked to were always very nice and helpfully, which is why I stuck with it as long as I did, but I had enough and cancelled, no problem. Fast forward 2 years and a sales person comes to the door. Told her not interested and what had happened. She lets me know that I won't have a problem anymore because they completely re-wired my neighborhood with all new fiber optic lines. I decide to give it a try. The installation guy comes out, we're talking, I mention the new lines. He says "I'm not sure... And even if this street did get the new lines, I know that the street over where the hub comes in didn't, and that's probably still a complete rats nest". Awesome. So he installs it, leaves without ever getting a signal, and sure enough an hour later I get the dreaded u-verse is not responding screen. Call customer service. Sorry we cannot fix this over the phone, you need to schedule a technician visit. It's Friday so they schedule it for Monday. So no tv or internet over the weekend. Tech comes on Monday, he's very nice, he gets it to work, but let's me know it's probably going to happen again. His consolation to me is that he'll fast track me to the special techs. Sure enough, the next day it goes out again. I still had plenty of time left in my 30 day window, so I decided to cut my losses. Called, no problem ma'am, we're sorry it didn't work out, your account is settled, you should receive a bill reflecting a $0 balance. I returned the equipment and a few weeks later I received a bill with a $0 balance. About six weeks after that I received another bill that said I owed around $189. I called and spoke to customer service, the man said don't worry about it, it should clear in a month or two. About a month after that I received another bill for the same amount, but it was followed the next day by a letter from a collection agency. I call back, speak to someone else, stay on the phone with them for 30 minutes while they try to clear the charge from my account. You're all set ma'am. It's totally taken care of. About a month after that, I receive another bill. This time it's for a reduced charge, but it's still around $100. I call again, spend another 30 minutes speaking with someone else, they assure me that this time it is Definitely taken care of. I don't hear anything for 4 months, so I think that this time it actually is all set. Then 2 days ago, I get another letter from a collection agency saying that I owe AT&T $82.26. So I call yet again, wait on hold 42 minutes to get transferred twice and given a phone number to a customer service that may actually be able to help me. Call the number, "your wait time is approximately 1 minute." Great! After 28 minutes pass with no answer I hang up. So I just tried to call the number again today at 10am on a weekend. "Customer service is closed. Please call back during normal business hours. " Are you freaking kidding me... I can't even imagine what there hours actually are since 10 on a weekday isn't included, and not like they tell you what they are. I hate this company so much.
mibrnsurg

Expert

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20.4K Messages

7 years ago

@CarT25   Unluckily you fell for the lying D2D salesperson that conned you into lousy service you had before.  Uverse TV service is limited by distance as are other ATT Internet products.

 

Closer you get to the VRAD, better things will be, personally am 400' from the VRAD and have had great Uverse TV/Internet for more than 7 1/2 years.  Sounds like you were closer to a VRAD when you 1st had Uverse, then farther away on a different VRAD w/a rat's nest of wiring somewhere when you moved.

 

See if ATT Customer Care can help w/this unknown 'bill'.

 

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 phantom bill problems. Many times these are answered by FB/Twitter Soc Media Managers, available late nites, weekends.

 

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, possibly by email instead. They can do more than any phone rep and stick w/it till it's done. 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(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

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