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fedup253's profile

Contributor

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3 Messages

Sun, Sep 17, 2017 4:34 AM

AT&T rep promises turn out to be lies

AT&T 611 rep told me he was adding a new line to my existing account but in actuality he opened a new account in my name. He told me I was getting a new phone but he actually financed it and the 20 dollar a month service increase I would see was actually the payment on the phone. So how do I get an investigation opened on this? Who do I need to talk to?
Need to make sure Juan L doesn't do this to anyone else
sandblaster

ACE - Expert

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59.9K Messages

5 y مضت

I doubt the rep opened a new account. He likely put the new line on its own plan rather than adding it to your existing plan. Another call to CS will fix that. Not sure what your complaint is about the phone. You didn't think you were getting a free phone, did you? Whether it is financed or not, the cost of the phone is the same. If you don't want to make monthly payments, just pay it off.

Contributor

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3 Messages

5 y مضت

Yes, he told me he was giving me a second iPhone free even without me getting the tv service required he said he and his manager are going to over ride the deal and make it happen for me since I had been with the company for so many years. A few days later I was notified that the order was cancelled and after talking to another manager who said she was sending my case to the back office so they would review the tapes and also she told me that nobody not even a manager is authorized over ride a special offer. 7 days later several phone calls later nothing has been done, I talked to the loyalty department who I guess you can say was at least honest with me. They are the ones who told me the new number he gave me was never attached to my account and that I am never going to get the phone she also told me that there was no case. I told her I wasn't happy about the phone but let's forget about the phone at this point I would like her to open an investigation into this guys conduct she said you have no evidence and I'm not doing it. I told her if somebody would just review the tapes they would have plenty of evidence, nope not doing it. She didn't care she wasn't going to do anything to try and retain me as a customer, told her I couldn't believe what she was saying to me and that I would get back to them if I'm going to close my account i needed to think about all this. After a couple of online chats and a phone call to the fraud department which ended up being the most helpful even though it was just for like I'd fraud and that sort of thing. This guy didn't ask me to tell my story all over again I just gave him key info like dates and times and so on, he found all the notes on the original order issue I called in on & he said he kept very good notes on that but he said he found the order and on this there were no notes & that was a huge red flag and he was swing where things started looking suspect. Now unfortunately this guy can't authorize an investigation but he is forwarding this on to his boss to push us up to the other guys manager. I'm hopeful because now it's inside AT&T not just the contracted company but I'm doubtful because they are going back to Juan L's supervisor. So that's why I'm so mad about this and I will not stop until someone actually opens a case on this guy and I receive a case number, I refuse to believe that AT&T corporate would tolerate the treatment I have received from these people all I have to do is get it to the right people. Thank you for your interest and I hope this clarifies things for you.
sandblaster

ACE - Expert

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59.9K Messages

5 y مضت

Contact @ATTCares via private message. Personally, I can't see why you want to pursue this because it sounds to me like the rep made an honest mistake. I had the same thing happen to me several years ago (about the plan issue, not the phone issue) and we occasionally see others have the same problem. There is no reason I know of for a rep to purposely put a line on its own plan rather than add it to the existing plan, especially knowing it will get changed once identified. 

Contributor

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2 Messages

5 y مضت

Hi well your very wrong in your assumptions, the way you where treated is normal practice for them. The phone disconnecting at just the right time, lies and the days and days of run around. Yeap all done every day.

Tutor

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5 Messages

4 y مضت

Yes I did expect a free phone because I was told face-to-face...that the phone was free. There was no mention of an installment plan with a credit....there was no mention of buy one get one free. He said I can give you a free phone and all you have to do is tell me which one you want. I'm talking about one of these in-home reps that are supposedly so worried about customer service. They flat-out lie. There's no other way to put it. 

ACE - Sage

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100.4K Messages

4 y مضت

@CareyD

Since phones are $700 and up, you didn’t smell a catch?  ATT (and any other carrier) would be stupid to hand you a free phone without a catch.  The catch is you have to pay for service to get all the credits, making the phone free.  

 

Tutor

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5 Messages

4 y مضت

Reputable companies don't have "catches." What you said doesn't make sense. I have to pay for service to get all the credits, making the phone free. What does that even mean? of course I'm going to pay for phone service. I don't know what credits you're talking about. There could be many reasons a company chooses to give something away. This guy said it was because I have all the Uverse services which I do pay for. The point is don't say something that is not true. Don't flat out lie to customers. He said other things that weren't true also. $10 credit if you go on auto debit or whatever they call it. That didn't happen. He said the service was $85 a month when it's actually $90. Several lies. Why are you so dead-set on defending this company, and basically putting down others for believing that a sales rep is being forthright and honest?

sandblaster

ACE - Expert

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59.9K Messages

4 y مضت

@CareyD The way all free phone offers work is the phone is put on an installment plan for either 24 or 30 months. You are charged for the phone each month but also get a credit. The only way to get all the credits is to complete the full 24/30 month installment plan. It is kind of like a contract as it keeps a customer from cancelling service on that line because if they do, they are billed for whatever is left on the installment plan and lose all the credits. Those credits take 2-3 bill cycles to show up. We can’t say for sure that is what you got but as I noted above, that is the way every ATT free phone offer I’ve seen works. The same thing for the autopay discount, it takes 1 or 2 bill cycles to show up. The point here, maybe you weren’t lied to. If those credits never show up, however, different story.

Tutor

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5 Messages

4 y مضت

@sandblaster I appreciate the way free phones work for those who have been told about the installment plan.  If you agree to the installment plan/credit deal, then that's great.  But if you're never told about this installment plan, it's definitely a lie to be told you're getting a free phone.  And he misrepresented other things as well.

 

Lying by omission, also known as a continuing misrepresentation or quote mining, occurs when an important fact is left out in order to foster a misconception. Lying by omission includes the failure to correct pre-existing misconceptions. Part of the definition of lie from Wikipedia. 

 

I was never told about the installment plan when I signed up.  My in-home service rep never mentioned one thing about an installment plan. He said because I'm such a great UVerse customer with cable, internet and phone, and because they want to provide the best customer service that ever existed, that AT&T was offering me a free phone if I switched from Verizon to AT&T.  He never at anytime said anything about an installment plan or gave me anything in writing that indicated I would be paying for the free phone and be on the installment plan.  I would never have agreed to be given a "free" phone by paying for it for 3 months and then trusting the company to start giving me credits after the third month.

 

And if the free phones are only for BOGO deals only, then he knew I wouldn't get a free phone because I was only getting one phone with one line.  He just conveniently left things out.  He did reply to my text I sent him after I received an email receipt which indicated I was on an installment plan and was paying for the "free" phone.  His only response was that it's an installment plan with credits from AT&T each month.  He never apologized for not telling me this before and he did not say anything about my having to pay for it for 3 months and hope that I would then receive the credits.....that I'll be paying for the free phone for three months, and he said nothing about free phones only being for BOGO deals.

 

And it's not just the in-home guy....I got a different story from three other AT&T reps.  Each one claimed different things

 

I'll never make this mistake again.

 

 

  

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