Get the myAT&T app
Endi1995's profile

Contributor

 • 

3 Messages

Sat, Jan 20, 2018 6:36 PM

Why doe it take 3 months to resolve a problem?

I went into a retail store to replace a phone (upgrade) 9/2017. The store Manager (Brian), asked my husband and I to switch from Direct-TV (owned by ATT) to U-verse. He offered our bill would remain the same and the only charge was a $35.00 installation fee. Brian stated, if we brought our next bill he would waive the $35.00 fee. He continued, this switch was part of a promotion that would "help him out". We agreed and scheduled installation. All went well until we received the Oct. bill ($609.04). The nightmare began. I called and learned we had been charged an "early termination fee $280.00(D-TV), a prorated switch fee ($135-Att-U) and the $35.00 (AF). I was told the order was not entered as a "promotion" but as a cancellation, and would be resolved. The Nov. bill arrived for ($821.68)(ATT), Direct also sent a bill with a ($0) balance due. 11/10-spoke to Jeanette, unable to assist gave me different # to call. 11/22-spoke to "combined services"-no resolve, transferred to Violet , able to break down charges- states she put in an escalation waiver, the back would call in a week. Two weeks went by, no response. I forgot. The Dec. bill comes ($1,034.) I tried to use the chat option 12/27(enjoyed my holiday), Stephen wasted 20 min of time, has James (supervisor) to call back, immediately recognized, unable to assist.,transferred to "Customer Loyalty". The transfer (by sup.) was blind went to a busy signal. I called back, got Greg (San Diego) reviewed notes, unable to assist. This the first time I hear if "Integrated Services), transfers me again. I speak with Karen(1st intelligent person, I thought). Reviews the notes, asks lots of questions, sounds like she knows what she is doing ( you know the kind),I'm hopeful transfers me to Alton, recognizes he needs to escalate to the "back office", says he can offer me a credit of ($50), his limit. (Bless his heart!). States "this is a lot of money". transfers me to Carol (U-verse Loyalty Group -Supervisor)-very nasty women, unprofessional, condescending. Finally transfers me to Kevin- who turns out to be a low -life sales person for Direct-tv, trying to get me to come back from ATT who is horrible (same company??) I give up need some rest after a 2 hr ordeal with no resolution. 12/29 call again, I get Alvie ***, 1st to offer, actually reads notes, reconfirms all the fees. Informs me the prorated fee is standard when you join in the middle of the billing cycle( I joined??) ($135), unlikely I will get his back, but transfer  me to Direct TV Retention. I speak to Val who will escalate " to the back office" my dispute of charges(??). She transfers me to the "supervisor" Carol, finally!!. Carol is empathetic, identifies the problem, tells me she is entering a $280 credit back to me from Direct-TV. I explain I don't want any money, I want the $280 credit applied to my ATT-Uverse bill, she confirms, gives me a Order Note # ***, plus her ID# ***, her name may have been Renee, not sure. Credit  appear on my account in (2) business days. Yes!!, In good faith I pay the October U-Verse bill of $212,(1/3/18)  actually higher than my DIRECTV bill of $198, oh well. January bill comes, ($817), no credit noted of either the ($280), which by the way, Direct-tv sent me a statement showing the ($280.00  credit), nor is there a credit of the $135 prorated fee or the $35.00 activation fee ( thanks Brian!). Called ATT-Uverse 1/20/18, got Paul, recognizes I have the wrong department I need (IMS), I ask for a direct line, unable to provide "since the merger the systems are all messed up:, I've heard this from several of the "agents". Transfers me to Paula after 21 minutes "Retention Dept.", sounds familiar. Paula recognizes I don't need ISM-billing, she gives me a # ***, + a PIN that I will need, and transfers me. I reach Vanessa, who follows her script to the "T", (bless her heart), I try not to get irritated with the redundant, ridiculous questions she is asking. We get through them, she tells me "she submitted a request" to transfer the $280.00 credit to the U-verse account, it should take 7-10 business days (mouth drops!!). I ask if she can see the order note from 12/29 ***, she says yet, but it is incomplete and reads it to me, (so disappointed Carol/Renee). Vanessa give me her order # requesting the credit be transferred from the Direct-TV account to the ATT-Uverse account. ***, she also reads me her note and confirms my ATT-Uverse account #.My question is, why is it taking (3-4 months) to resolve my problem...... somebody, anybody?? I use to hold AT&T in very high esteem.

 

[Edited for privacy-This is a public forum. 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.]

ATTHelp

Community Support

 • 

180.2K Messages

4 y ago

@Endi1995 Good evening! Thank you so much for your patience while your case was under review. I could definitely help you out with your concern on the promised adjustments for the installation fee, and the Early Cancellation fee of your DIRECTV services, while I have to share with you my most sincere apologize on behalf of DIRECTV and AT&T for all of the inconveniences you've been undergoing so far. This is not the kind of experience you're supposed to get, at all! So that's why I'm more than glad to take your case today. In order to work on this, it's essential that you provide with me your AT&T account number as well as the canceled DIRECTV account number, the account holder name and the contact number associated to any of these two accounts as well as the service address on file we'll need to have a live interaction so that we can quickly confirm some account information. I know how much important is to keep everything under control, and more when we're talking about money! . If you are available now, please click on the following link to start a live chat interaction with me: http://api.inq.com/s/dima
Just a heads up, this link will expire in 30 minutes. Please remember to be logged into your online account as validation procedure.  If you prefer to chat, but by the time you see this message the link has expired, please feel free to message me back for a new link. I look forward to hearing from you! @ATTCares.

Contributor

 • 

3 Messages

4 y ago

There are (3) charges that need adjustment:

$280.00 Early termination (credit pending from Direct TV)

$135.00 Prorated At & T (middle of cycle fee)

 

$35.OO Activation fee

 

I look forward to the resolution

 

All account information sent via private message.

ATTHelp

Community Support

 • 

180.2K Messages

4 y ago

@Endi1995 Good evening! Thank you so much for your cooperation in providing me with your accounts information. At this very moment I'm working in your case, and I can see a positive resolution on its way. I know that waiting for almost 4 months to get a resolution is a big deal. But do not worry, from now on I'm going to be in charge of your case, and I'm going to have to make some inquiries in order to get the charges of your bill to be removed, since you were promised from the very beginning not to incur in any extra charge after switching to U-VERSE TV. I'll be calling you back this afternoon with an update of your case. Thank you for giving me the chance to assist you, Dennis! ^Benjamin F, Social Media specialist.

ATTHelp

Community Support

 • 

180.2K Messages

4 y ago

@Endi1995  Good evening! I just attempted to reach you over the phone numbers you've provided us today, to give  you an update of your case. Allow me to share with you that tomorrow it will be my day off, but do not worry, since I'm in charge on your case as your personal agent, and I'll be available this Thursday. If you prefer, we can schedule a callback or a chat interaction for ! Thank you so much for giving me the chance to assist you! ^Benjamin F, Social Media Specialist.

Contributor

 • 

3 Messages

4 y ago

Thank You Benjamin,
I did receive your voicemail. I look forward to speaking with you when you return to the office tomorrow. I will not be available 10am-1130am EST, due to a meeting. Please feel free to call me before or after those times.
Sincerely,Shayron *** ***

[Edited for privacy-This is a public forum. 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.]

ATTHelp

Community Support

 • 

180.2K Messages

4 y ago

Good morning Shayron! I'm going to attempt reaching you over the phone in a moment if you're available, to talk about your case. I want to help you! ^Benjamin F, Social Media specialist.

ATTHelp

Community Support

 • 

180.2K Messages

4 y ago

Hi Dennis! Please go to this link to start the chat interaction: http://api.inq.com/s/dlJk

This link will last 30 minutes. So, if you need another one, please let me know.

-Benjamin F, Social Media Specialist.


 
 

ATTHelp

Community Support

 • 

180.2K Messages

4 y ago

Good morning Shayron and Dennis! I just want to know if you need anything else I can do for you from my end? I'll be more than glad to assist you!-Benjamin F, Social Media Specialist.


Contributor

 • 

1 Message

4 y ago

My name is Rose Fortenberry AT&T uverse is something  else  my service was not working from 12/19/17 thru 01/20/18 i keep getting the run a round about this credit I suppose to get for a 114.99  I spoke with phobe on 1/29/18 she said the credit should hit the account  on 1/30/18 but it didn't  I was on the phone with AT&T uverse  all-day just getting frustrated  my service  is always  messing up  and the representatives just tell you thing to get you off the phone then they don't note what they say

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.