Check out AT&T's Valentine's Day Gift Guide for ideas & deals on the new Samsung Galaxy S23!
Need help understanding your bill?
MariusRB's profile

Teacher

 • 

6 Messages

Saturday, November 11th, 2017 1:18 AM

New service wireless and Directv pricing quote not honored.

I ordered new wireless and DIRECTV and placed my service order online with the assistance of Rodrigo. During this process I confirmed the order of DIRECTV service for televisions with the Xtra package for a two year term. Pricing was confirmed at 77.25 for that same term. I was then stepped through the online order for the new iPhone X 256 with the 30 month payment term plus a sim card for an existing iPhone 6plus. The program chosen was for 3 mg as we rarely if ever have exceeded that limit. The combined services for both the wireless, TV and iPhone purchase was $170.59.   I have this evidenced by my chat as I was only moving services if it made sense and not costing much more.   Rodrigo G was very helpful and again replied in his message” “thank you so much for your patience. I have verified and see your monthly bill getting it unified with DIRECTV Xtra Package and phone service with a new iphoneX and added the existing 6 plus with 3 GB would be $170.59.

 

Only after the order was placed did i see that the pricing was not per the agreed terms. I then spent in excess of 3 hours on the phone working the clarify the pricing to no avail.  A visit to the Auburn ATT store , armed with my noted and the printed customer service chat, led to my learning that that store was not a corporate store. The manager there urged me to take the matter to the Roseville store, which I did today only to be told that they understood and shared my point, little could be done. The rep Jordon aided further in placing a call to the Customer Retention Department who offered an additional 3MB of data at no charge but could not match the pricing, regardless of how it had been previously quoted. The manager of the store was not available to meet with me as he was on a conference call, after an hour plus wait I opted to seek resolution directly.

 

Jordon read the entire chat log and agreed that Rodrigo G clearly was wrong but thought that ATT might do better than simply offering to send me on my way. I am dismayed at the poor service and terrible customer services.   I have now spent countless hours’ and frustrations working to rectify a wrong.  I hope a resolution can be reach to right a wrong.

MicCheck

ACE - Expert

 • 

12.7K Messages

5 years ago

The only way to rectify this is to cancel your order. 

 

You up were told incorrect pricing. You can accept the correct pricing (with the bonus data) or cancel the order. 

sandblaster

ACE - Expert

 • 

62.2K Messages

5 years ago

So what is not matching the quote? It sounds to me like the error might be you thinking the quote included the installment payment for the iPhone X. As you posted, “The combined services for both the wireless, TV and iPhone purchase was $170.59.” indicates to me that only covers service. The 3GB plan with 2 lines would be $80 plus taxes and fees, so $170.59 for tv and wireless sounds about right. The installment payment for the X would be extra.

ACE - Sage

 • 

104.2K Messages

5 years ago

@MariusRB

I have to agree with @sandblaster.  The quote for service looks about right.

Service quotes do not include equipment or taxes on the wireless account.   In order to provide an Apples to Apples comparison phones are excluded.  They vary in price from nothing if you bring your own, to $41 a month.  

 

Teacher

 • 

6 Messages

5 years ago

I appreciate the reply and do agree that the explanation seems plausible, but that is not what the representative intimated.  I was very clear as were his replies of confirmation.  Thanks 

ATTHelp

Community Support

 • 

207.7K Messages

5 years ago

Good evening @MaruisRB!


It upsetting to hear you feel you received incorrect pricing information.  Of course this is not the experience which AT&T wants anyone to go through.  I will my best to see how we can accommodate you with the offer we have available.

Please send a private message to @ATTCares.  In this message please include your full name, account number, a call back number, your time zone, and the best time we can reach you.


Anthony, AT&T Community Specialist

Teacher

 • 

6 Messages

5 years ago

Thank you for the consideration.  Given the process and my experience we opted to cancel both the wireless and directv order that were placed.  We were disheartened and frustrated, but do thank you for your consideration and offer to assist. 

ATTHelp

Community Support

 • 

207.7K Messages

5 years ago

Good Friday morning @MariusRB!


I am sorry to hear you choose to leave us.  It is understandable considering the circumstances.  I wish I could have been involved sooner with your case. 


If you have any other questions or concerns in regard to this matter, feel free to respond to this private message,


Thank you for your response and please have a wonderful Holiday season.


Anthony, AT&T Community Specialist

Contributor

 • 

3 Messages

5 years ago

the solution would be to honor what your representive   agreed to and then train them or fire them until you have sales folk who gives att a good rep instead of its current state as the scammer  with no compare

Teacher

 • 

6 Messages

5 years ago

Thanks I would agree.  The office of the president called me to review what happened and offer nothing other than an apology. I am not surprised by the lack of commitment as it seems to run to the top.  I have cancelled my orders for both cellular and directv and moved back to Verizon and Dish.  thanks 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.