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Teacher

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14 Messages

Saturday, December 30th, 2017 3:21 AM

Closed

ATT Lies to Customers

I am totally disgusted with ATT.  I have been a customer for a LONG time, I have recently been declared disabled and have fallen behind on some of my bills.  I called ATT to find out how I could use my Plenti Awards points towards my overdue bill.  I was told by an ATT rep I had to go to an ATT Corporate store and they would be able to apply my points to my bill.  So I called the store to make sure they were a corporate store and could do it.  They assured me they were and they could.  I drove over to the store and guess what NO they can't, I must call ATT to have the points applied.  So I call ATT, spend 2 hours of my life on the phone being passed around to 5 different people until I finally get to this lady named Judi who informs me ATT does NOT take Plenti Awards points any more.  Now up to that point I have had 8 different people telling me I CAN use my points towards my bill.  Judi is one nasty "retention specialist" who pretty much tells me I'm tough out of luck and if I don't like it I should file a complaint with the president.  Except there is NO way to contact the president on the ATT web site like she said there was.  Now I'd like to know why I've been saving 8,000 Plenti Rewards points for just a time as this and I can't use them at ATT because some nasty "retention specialist" says ATT doesn't have that program any more?

 

I'm ready to say goodbye to ATT AND Directv.  I've wasted my time and gas today running all over just to be told I'm not worth ATT's time and attention.

Teacher

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14 Messages

6 years ago

{keep it courteous}I believe that’s the whole point of this post! I DID check, I checked with ATT, with at LEAST 9 different people. They ALL said I could use them, they just didn’t know how to apply them!

That’s the whole point here, no one, let me say that again NO ONE but the very last woman said anything about not being able to use my points! I was initially told on the phone with ATT customer service to go to a corporate store, I go to a corporate store and they tell me to call customer service!

Either ATT isn’t telling their customer service reps or they’re lying to me!

ACE - Sage

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116.9K Messages

6 years ago

You didn’t check with Plenti.   Which has the most up to date information and list of participants.  

 

Teacher

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14 Messages

6 years ago

{keep it courteous}

I should have done this, why didn’t I do that.....well guess what ATT was one of the founding members of the Plenti Rewards Card! You’d THINK they’d be up to date on their own policies instead of LYING to their customers!

ATT is NO better than Verizon with their sloppy customer service. Sit on the phone for over 2 hours EVERY time I call. I STILL have 2 phones on my account even though I disconnected them TWO (2) MONTHS ago, they can’t even get that right! And why are they still there, you ask? Because I don’t have 2 hours of MY life to waste on the phone every time I call ATT!


ACE - Expert

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14.2K Messages

6 years ago

“You’d THINK they’d be up to date on their own policies instead of LYING to their customers!”

 

You are exactly right. I said as much in the first reply. 

 

But they did, unfortunately. Being rude to the people here won’t change that. 

Teacher

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14 Messages

6 years ago

Didn’t realize I was being “rude”

Scholar

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335 Messages

6 years ago

glad that you are aware now.

Teacher

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14 Messages

6 years ago

I just can’t stand people defending the indefensible. ATT shouldn’t have promised to apply credits to my account if I went down to a corporate store then change their rules.....!

Employee

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3.5K Messages

6 years ago

Verbal promises do not exist. There is no such thing as something verbally said that is concrete or written in stone. What is written, in print, whether it's on paper or on the official AT&T website, is what applies.

 

The current terms state Plenti is no longer available to pay bills. If a rep was wrong and uninformed, that doesn't change the written terms.

 

https://www.att.com/shop/wireless/plenti-rewards.html

Teacher

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14 Messages

6 years ago

So you excuse 7 people saying the same thing (lies) as being misinformed....hmmm good reply, yep I’d stay with that, it just might work in a court of law but NOT in the court of public opinion.

Too bad ATT doesn’t care more about their customers than it does about telling lies!

ACE - Sage

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116.9K Messages

6 years ago

ATT is at fault for it’s lousy training.  It does not promote lying and would dismiss an employee for it.  

Uninformed or poorly trained is not lying.

 

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