New Member
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2 Messages
In Home Experts are Scammers
I signed up for ATT internet in January. The day of the appointment for installation, an ATT in-home expert came to our home to help get everything set up with the internet, so I thought.
As we were waiting for the technician to install, the in home rep asked us what cell phone plan we had. We have three lines, unlimited text, phone internet and two of the phones were new. I told her we had been with Sprint (Now T-Mobile) for over 15 years with no issues. We paid $190 a month. After doing calculations the in home expert said she could get us a total bill of $145 a month. Sounded great! With new phones! She also said for signing up we will receive three rebate cards for $150 each that will cover what sprint will charge to pay off our phones with them $450). I also had to pay sales tax on all three phones upfront. She spent a while setting all the phones up and getting info. She gave me her cell number and said if I have any questions to call. I confirmed multiple times that our bill will be $145 and we will get the rebates to pay off the sprint phones. She confirmed.
Side note, the technician never showed up. So we had to reschedule.
The first bill came and it was $245. I of course called to find out why and was told it’s service charges for a first time bill. I asked the agent what our final bill would be and she said $190 a month. I was shocked. After an hour on the phone she couldn’t understand why we were quoted $145 a month. She then looked into our trade in phones and realized the at home expert quoted us an incorrect price. So after working with the agent she changed our plan from unlimited to another plan that would bring our bill down to $160 a month.
Few days later I received an email to claim all three rebates. I completed the info, and received the first card four days later. After a week passed, I called to see the status of the other two. I was told to call back two days later, then told to call back the following week. When I called I was told that both cards were used in Los Angeles at a men’s clothing store and Walmart. Los Angeles is about 2.5 hours from my home, so I was confused as to how someone would have obtained the Visa cards. I was pretty much told tough luck and that I could file a claim proving I was at work the day the cards were used. After hours on the phone, I knew it was a dead end. No help from anyone from ATT.
The next few months my bill was consistently $162, until this month. I received a bill for $191.00. I called Att and was told the promos on my account were removed because I received all three rebate cards. First off, we only received one and second, how were the rebate cards for signing up relevant to my monthly bill? They were suppose to be used to pay off my sprint phones that they took!!!!
After being passed around to different departments I was told nothing much can be done. That they are sorry that the this happened but pretty much tough luck.
Not satisfied with this answer I went to an Att corporate store. In which I was told that the stores and call center are a completely different entity then the in home service experts. The rep told me they have had multiple problems with people being promised a bill with multiple promos and not receiving what was told. Only solution they said was to call the in-home service reps manager, whom I have called multiple times with no response.
How is a huge company like Att so disconnected? Their in home Reps are employees of their company, rather than helping me I was told sorry nothing they can do.
I’m disgusted and feel totally scammed. Worst part is only way I can go back to Sprint is by paying $1500. I already paid 1200 for our phones (sales tax and sprint phones) so they got that plus three iPhones!!
I have never received such a terrible runaround from a company. Terrible business! I’m home experts should no be allowed in peoples homes to make false promises.
I wish if I could go back to cox and T-Mobile, but ATT has screwed me over. Not only with the phones, but the technician that came to install our internet “accidentally” cut all our cox wires from under the house. So even if I wanted to go back I would have to pay to have them reinstalled.
I’m home experts are only out for commissions. Beware!
formerlyknownas
ACE - Sage
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117.3K Messages
10 months ago
Sprint doesn't exist anymore. I don't even know why they're a part of this conversation. T-Mobile took over Sprint and its brand and forced everyone to move over to T-Mobile. T-Mobile started billing everyone in 2020 under their own magenta brand.
AT&T doesn't pay your old provider. Never did. I can't imagine why you thought your brand new phones were going to be paid off. AT&T gives you credits against your new phones for trading in your old ones. You still have to pay off your old provider.
As for the cost of your bill. As an internet customer switching to AT&T wireless You get 25% off your wireless bill no matter which plan you choose.
For example 25% off the extra plan for three lines would be $112.50
That's before taxes and any residual costs of your phone over and above the trade-in value which was probably $800 to $1,000 each.
It doesn't sound like your phones were turned in if you are paying installments. It doesn't sound like you are getting the 25% discount. It also doesn't sound like you signed up for auto-pay and paperless billing which is $30 a month for you, a $10 discount on each line.
FYI cutting the cables is normal. When you canceled Cox service they would have come out and cut the cables anyway.
Clearly something is wrong here.
I just can't be sure whether this is a old copied post, or real, current complaint
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ATTHelp
Community Support
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231.6K Messages
10 months ago
Hello, @Mish0876! We want to turn this experience for you.
Let's meet in a Direct Message to further discuss your options on lowering your bill amount as well as submit the feedback on your behalf regarding what you were told by the in home expert. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums). Once we are there we can continue the conversation over the phone or through chat if you prefer.
We look forward to assisting you!
Rachel, AT&T Community Specialist
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Mish0876
New Member
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2 Messages
10 months ago
To the person formerly known as… clearly you didn’t read my entire post. I refer to sprint because that’s initially who I have been with for 15 years and stated they are now T-Mobile.
Secondly , the in home expert offered the promotional rebate cards and said I could use that to pay off what I owed for my sprint bill…. Not saying they gave me money to do so, she stated that as a sales pitch showing that I wouldn’t be spending more money.
you completely missed the point of my post. This is about scamming people into fake promotions that they change or take away. after reading your replies to other posts, I would not be surprised if you are an in home expert for ATT.
Asking the authenticity of my post is comical.
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wam33
4 Messages
6 months ago
With each word I read of your post, the similarities grew to almost identical experience I had recently. There is a complaint and arbitration form I considered filling out but I think this issue needs to be examined by an attorney. I believe if more than 3 or 4 people have the same complaint then a (Edited per community guidelines) (Edited per community guidelines) would be proper since the public is at risk. I am not sure who reads these posts but if you read this (WILL33MORT at GEE MAIL) send me an email, and maybe good can come from this.
(edited)
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wam33
4 Messages
6 months ago
Talk about another lie...whoever commented negating everything this original post stated and at the end saying you dont work for the company is seriously weak. In your comment you have at&t plans laid out like a sore thumb. This post is exactly what is going on and its harming the public. You are selfish in your thoughts and should be ashamed of yourself. This is not a game to us customers, times are tough and the tactics your home people are using are cutthroat and without remorse. I promise you, when the cat gets out of the bag, at&t will wish they handled the issue more directly instead of letting termites defend the actions.
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Lockdowncraziness
Former Employee
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2.6K Messages
6 months ago
Harming the public…..dramatic much? 🙄
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wam33
4 Messages
6 months ago
Well, I typed out a nice response that somehow did not get posted. So here is the pg version. No, I’m not being dramatic at all. It’s easy for you to sit there throwing grenades from the bushes because the harm did not happen to you. Why would you find it necessary to read a post then decide the person must be mistaken and proceed to downplay his entire post. The almost identical thing that happened to the original post person, happened to me. Are you going to draw conclusions and say I’m delusional or I must have not been listening. Why would you back att home reps the way you are if you’re not an employee of att? Are you just so enamored with att that you find it necessary to defend them? However, we live in a free world, if this is what floats your boat then by all means carry the att flag. As for me, if it walks like a duck, you know the rest…
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OttoPylot
ACE - Expert
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24.3K Messages
6 months ago
Then file a complaint with the BBB. That will go to AT&T Corporate who will call you. That way you can discuss the issue directly with someone in AT&T Corporate.
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afox2000
3 Messages
4 months ago
I had almost the exact same experience with an in home expert back in September 2023 and I'm STILL trying to get my bill corrected after getting the run around by the in home expert. I finally just spoke with an agent online who told me they have no record of the 2 phones we gave the in home rep as trade ins so the credits still aren't showing up (in home rep claims the phones are at an AT&T warehouse and he can see the info on the account, but the online rep says there is NOTHING and I don't have a confirmation or tracking number). PLUS, I just found out we were not receiving the first responder discount we were supposed to have from DAY ONE so that was JUST added by the online rep (and we can't get any credits for the 3 months we were not given the discount), nor was my husband on First Net, which the in home rep also assured us he would be. I am so upset and disappointed in AT&T and wish I would have just stayed with Verizon at this point. My bill, which was supposed to be under $200 a month (saving me about $40-50 a month from Verizon) has been well over $300 every month and even over $400 one month and I still have no idea when or if this is going to be rectified. Unfulfilled promises and being misled by the in home rep has made me disgusted with this company!
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OttoPylot
ACE - Expert
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24.3K Messages
4 months ago
@afox2000 Then file the online BBB complaint so you can discuss the matter directly with a Senior Manager from AT&T.
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