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JSonnenberg's profile

New Member

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1 Message

Thu, Aug 11, 2022 2:30 PM

AT&T SOP on lying to customers and providing false information

How does AT&T stay in business when they continually lie to customers. I have had the worst customer service experience ever with AT&T. "Customer Service" representatives have hung up on me, and transferred me to random numbers. No one has assisted me in receiving my money back from my trade in phone. Not only did the sales representative blatantly lie to me about the mobile plan cost, but every customer representative has lied to me as well. AT&T has literally stolen my trade in phone when I was a customer less than a month. The most deceitful company ever. I believe their customer service representatives are trained on how to lie to customers to placate them and get them off the phone. I was assured two weeks ago I would receive a gift card valued at $300 for my old phone I traded in by August 8th. I have not received the gift card. I have been lied to by AT&T from the beginning. I was lied about the cost of my plan. I was told the new phone was free and I would get a cash back not credit on my account towards my monthly bill for my iphone 11 promax. I was also quoted to have a bill of $80 and my first bill was for $160 dollars for a 20 day period not even 30 days. This company is so deceitful. I have literally been lied to by at least 20 different "customer service" representatives. So does AT&T have an SOP on how to lie to customers in their new employee handbook???

Accepted Solution

Official Solution

ACE - Sage

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100.3K Messages

2 m مضت

Your first bill would not be for 20 days, it would have been for 20 days plus a full service month. You also would have been charged and activation fee which is $30. If this is your first bill, it is nowhere near normal because you are not receiving any credits on your traded phone. If you participated in the published trade-in deal which gets you $350 or $700 off of a new phone, those trade-in credits take 3 months, with catch up credits for any missed months. Every month for 36 months. 36 months AT&t essentially pays a portion of your installment

The published plans are online at att.com. depending on which tier unlimited plan you have signed up for will determine which one of the three prices is on your bill. It sounds like you have one line.

With auto pay and paperless billing premium is 85, extra is 75, and starter plan is $65. Or any discounts which may take time to kick in

Any gift cards for switching will not come until after you have had service for 45 days. You must claim those at the reward center

ATTHelp

Community Support

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200.5K Messages

2 m مضت

Hello @JSonnenberg, your feedback is important and this is not how we want you to feel. We're happy to clear things up to resolve your billing and trade in concerns. 

 

Learn about charges you may see on your first wireless bill. Find out why it may be higher than you expected on our Billing help page. In addition, here’s why your first bill can be higher than average:

  • It has one-time activation fees and equipment charges.
  • We bill you for your first full month of service in advance.
  • If you start service in the middle of a bill period, you’ll have charges for the days you used the service.
  • If your service starts in the middle of your bill period, your first bill will show partial-month charges. These are the charges for the days from the start of your service to the beginning of your first full bill period

The AT&T Trade-in program allows you to turn in your old wireless phones and other devices to receive credit from AT&T for the value of the device or as part of an AT&T device offer. With our quick online process, it's fast and easy!

  • Answer a few questions to find out how much your device is worth
  • Choose to have a prepaid trade-in kit sent to you or print a label and use your own materials
  • Track the status of your trade using our tracker on our Trade in status portal
  • If you are processing your Trade in with a upgrade you will recieve monthly credits towards your installment over your term. Or you can Trade-in your old device and we’ll send a card you can use towards other AT&T products and services if you are not upgrading your device. Check out more details on our Trade in options page. 

We understand the importance of knowing what your plan costs are and what to expect. Sign in to myAT&T online or use the app to compare your plan to others we offer and the costs per line. See something you like?

  1. Go to Change my plan to see your current plan and our other plans.
  2. Scroll through our other plans. Select Compare plans to get a side-by-side view.
  3. Compare plans and decide which one you want.
    • Choose Select & review and follow the prompts to switch plans.
    • Want to keep the plan you have? You don’t have to do a thing.

 We're here if you have any questions. Thank you for contacting AT&T Community Forums. 

Alasani, AT&T Community Specialist 

New Member

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1 Message

2 m مضت

I can relate to the complaints before this one. I have been an Att customer for years and always had internet    Recently i purchased a new house in a development and had to cancel internet because no Service in area yet.  I contacted them to check in status and was told yes the cables are in and we can schedule installation 

it was scheduled for august 9th.  Ok the 8th i get a voicemail that appointment cancelled and no explanation or anything.  In cancelled the contract i was using with Hughes net satellite internet and of course i knew there would  be a cancel early fee 

i  called ATT back to be told issue outside their control and did not  know  when i can have service 

after going back and forth and being handed off to 4 different people im told that system shows i have availability in my area and reschedule for the  16th

l left work early and waiting and no confirmation ir call from a tech so i call and they have no idea and show that my installation was moved to January.  I lost my cool because this is unacceptable and nobody wants to take ownership of the wrong info given.  Would have gladly waited if the service not available.  

got a call back last night telling me that install scheduled for the 22nd now so i am asking again DO I HAVE SERVICE OR NOT ?   Hughes net is wanting me to sign another two year contract since i cancelled and asked for the equipment  back

i work from home and as of Friday will have no access as equipment being  returned . I will lose business due to your  bad information and lack of accountability .  Im looking to opt to another provider but i do im taking my other accounts with me and never use ATT again.  

the worst customer service and false information ever 

someone either dux this or pay me the fees for cabcelling the other 

MicCheck

ACE - Expert

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12K Messages

2 m مضت

Call Hughes Net and tell them you changed your mind! If AT&T is able to install, that's when you can disconnect your other service. 

ATTHelp

Community Support

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200.5K Messages

2 m مضت

We'd be happy to look into the status of your installation appointment, @Hend98.

 

This is not the customer service experience we would like you to have.

 

In order to proceed further, we would like you to join us in a direct message.

 

To do this you can check your DM inbox in the top right corner of the page.

 

We are looking forward to working with you to get this resolved in a DM.

 

Latoya, AT&T Community Specialist

New Member

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2 Messages

8 d مضت

We were just lied to about a phone buy-back program on an iphone 14 pre-order.  We were told by the Sales Representative (Dan) at the store in Three Rivers MI. that we would receive an $800.00 credit towards our iphone 14 pre-order (another associate, Tracey confirmed the amount).  When the phone came in a week later, we were told that the credit would only be $350.00.  The AT&T Store was no help and would not honor the $800.00 we were originally told, neither was AT&T customer service, or the loyalty group.  We have 5 phones with AT&T currently and I'm now going to be looking to transfer all of them away from AT&T as they expire.  I was never lied to like that from Verizon.  

MicCheck

ACE - Expert

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12K Messages

8 d مضت

What phone did you trade in?

sandblaster

ACE - Expert

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59.9K Messages

8 d مضت

@shessel There is a specific list of trade in phones that qualify for the $800 credit. There is another list of phones that qualify for the $350 credit. You are apparently trading in a phone on the $350 list. Yes, the store should have told you but both lists are readily available online had you read the trade in promotional requirements. Obviously you believe you were purposely deceived but it’s possible that store associate did not know only certain trade in phones qualify for the $800 credit.

New Member

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2 Messages

8 d مضت

It was an iphone XR, and I understand the lists, but we were told, and verified by another employee there, that it qualified for the $800.00 trade.  We were not shown or aware of the promotional requirements until we went into the store and was offered that trade up on a pre-order. 

I'm an Account Manager, when I make a mistake, I have to live up to that mistake, not just go back and oh Mr. customer, I'm sorry, You'll have to pay the difference, my bad.  

I don;t know if the promotion was correct and changed when the phones came out, or whether the person at the store was incorrect.  Either way, they should honor it, there were 2 different employees at the store that stated it was correct.

ACE - Sage

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100.3K Messages

8 d مضت

List is published... 

sandblaster

ACE - Expert

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59.9K Messages

8 d مضت

Either way, they should honor it, there were 2 different employees at the store that stated it was correct.

@shessel You can believe that all you want to but ATT is not going to honor it, especially if it was an authorized retail store since those employees don’t work for ATT. If it was a corporate owned store, file a BBB complaint. That will get you a response from corporate. Maybe they will provide some compensation.

As for the list of phones, the iPhone X series was on the $800 list for last year’s model. It was dropped when the 14 came out, just like the iPhone 8 was dropped from the high offer when the 13 came out.

New Member

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2 Messages

7 d مضت

At&T doesn't care about you they care about money. I've been lied to since day one about my 25% associate discount that the rep at a retail store told me I'd receive and multiple reps at customer service confirmed before i even activated the phones. Just wait until 3 billing cycles.. Once you're passed the return window your screwed. Six months later and they still keep giving me different information all the time or bits and pieces of new Information I should have been given from day one. Just tell people to got (Edited per community guidelines) truth from the start. I was told today by a supervisor to submit documentation for a different discount of equal value that i don't qualify for, to see if they'll except it.. so lie to fix their lies that's their best solution. Or track down the sales rep somehow and waste more of my time. What a joke. 

(edited)

ACE - Sage

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100.3K Messages

7 d مضت

@Karma1SReal

I've been lied to since day one about my 25% associate discount that the rep at a retail store told me I'd receive

AT&T discounts depend on what plan you have. The only 25% discount on unlimited data is on the currently offered plans that fall under the unlimited your way umbrella.

25% discount on those plans is offered to doctors, nurses, Physicians assistance , First Responders, and teachers.

    There is no such thing as an 'associate discount' on unlimited data plans. (associate of what?) 

    You may qualify for $10 off if your employer is enrolled in a signature discount program but that applies to the elite/premium unlimited only reducing it to the same cost as extra.  Same offer for pretty much any discount including AARP.

If your employer or organization is not signed up with AT&T, all of the application in the world will make no difference. If you are not one of the categories listed, you never qualified. 

https://www.att.com/verification/signaturehub

New Member

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2 Messages

6 d مضت

You should tell the rest of your at&t reps  this information along with the managers and while your at it tell them to speak the truth on day 1 so I can send the phones back! Also according to at&t there is a "25% associate discount" for the company i work for but they wait until after the 3 billing cycles to tell you it doesn't apply to the plan you are on and there's nothing they can do about the lies they allow their employees to verify along the way. The "discounts" themselves are extremely misleading because it took them 7 months to inform me the 25% off (that's not for Drs and teachers) is actually only for the most expensive plans and it's really only $10 off. So according to their calculations their calculators are broken and they give you numbers you want to hear until it's too late to return phones.  

ACE - Sage

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100.3K Messages

6 d مضت

@Karma1SReal

You should tell the rest of your at&t reps  this information

I do not now, nor have I ever worked for AT&T or any other cellular company. I am a former AT&T customer and current Verizon customer. 

     The information on discounts is provided online. Discounts are a gift not an entitlement. 

You had only 14 days to return phones and cancel service. It takes longer than 14 days to verify a discount.   

AT&T representatives are not the only way to get information on discounts. 

Especially when the website allows you to check eligibility online in no time at all 

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