Office of the President

File a BBB complaint. 

Most switch complaints are due to not understanding how it worked.  

To Whom It May Concern.
My name is Cornelius *****, and I have two accounts ;
- Unlimited: AT&T Unlimited &More(SM) Premium Multi Line, account # ***** and
- AT&T Internet 50: account # *****.
I have been a loyal customer with AT&T since Dec. 18 of last year till present. Before joining AT&T, I have been with Verizon for about five years, until mid of Dec 17 to 18 of 2018 when I decided to quit due to customer service incompetency about changing plans and other services that cost me a lot of money in terms of there plans and services provided.

When I notified Verizon ending November of last year that I will bridge the contract; I was informed it would cost me about $2500 for the two lines (*****) I had with them. Despite this amount, I was ready to quit due to the concerns above and look for a cost-effective provider. I also notified Suddenlink with whom I have been loyal customer for the past nine years, that I would be disconnecting their services (Cable, internet and landline). I realized they have been increasing my bill for the past six of the nine years, without any convincing explanation for doing so, I tried resolving the issue to no avail.

With the notion of cutting down my expenses, I began shopping online for a better provider. I contacted AT&T and made an appointment for just internet service installation on the 17 or 18 of December 2018 if my recollection is right. On the installation day, the AT&T technician came with an AT&T agent who goes by the name Joey *****. When the agent was getting my information into the system, he asked me “why do you want just internet”? I told him because I was fed up with bills manipulation from my previous carrier (SuddenLink). He told me he could give me a better deal that will be cost-effective. He walked me through the various plans with AT&T. I did not want to have any contact on cable with any carrier anymore based on my previous experience. I wanted just the internet so that I can hook up my slingTV. But, I guess the agent mentioned above happen to have convinced my girlfriend, and she was interested in one of the DirectTV plans the agent recommended. At that point, I told the agent to switch my original request to DirectTV and AT&T plan with unlimited internet.

Our conversation shifted to the wireless carrier when the agent asked me who my wireless carrier was? Also sating “I can even give you a more better deal if you have all in a buddle,” I told him “I am with Verizon, and I am about to leave them because I am not satisfied with their customer services…” I narrated to him my experience with Verizon and Suddenlink indicated in the above paragraphs. He showed compassion and was ready to give me reasonable pricing that will be cost-effective. He mentioned, “we have the buy-over program that will take care of your worries.” Then I asked, “what do you mean by that”? He explained to me that AT&T will take care of the Verizon termination bill. I told him “I am looking at paying about $2500 for my two lines if I terminate my contract, that was the estimate Verizon gave me”. He said, “ you will be just fine. The buy-over program will take care of it.” The agent computed everything and then said, “ When this deal is complete today, you will be looking at a monthly bill of about $250 if you do direct payment options, and merge the two accounts. You may also enjoy some customer credits that would even further reduce your monthly bills. Let’s work on getting you connected if you are pleased with the offer and we will go from there.” At that point, I knew I found a solution to my problem. The deal seemed to be cost-effective compared to what I was paying Verizon and SuddenLink monthly. I instructed the agent to initiate the contract. He informed me that “AT&T will not incur the cost on early termination or equipment installment fees for SuddenLink, only that of Verizon will be taken care of, you will also need to give up your two phones to AT&T to be eligible for the switchover program.” Then he added, “I will text you the link for the AT&T switcher program. When you get your last bill from Verizon, just go to the link and submit your bill for reimbursement, that will take about a month, that is all you have to do.”

The contract plan for cable, internet with AT&T and DirectTV was completed. The agent also added the noncontract wireless line and ported my two numbers, all the same day. He also took my two phones with him and made an appointment with a DirectTV technician for cable installation. My credit card was charged, and the direct payment option was initiated. Since I had an upcoming bill for SlingTV, I asked the AT&T agent if I could have credit for that. He spoke with his boss on the phone and said yes. He gave me his AT&T business card, asked me to text him when DirectTV is installed, that would be when the credit will be applied. I was so pleased with his expertise and services, and I trusted him.

Two days later after the DirectTV was installed, I started enjoying AT&T and DirectTV services. I texted the agent regarding the SlingTV credit, but he never responded. I sent about three additional texts in a month, but still, I got no reply from him. It was kind of weird. January 2019 was when I got my last Verizon bill (early termination or equipment installment), I went to the link the agent gave me and submitted the statement ( early termination bill) for my two lines.

About two weeks later, I received a small card from AT&T Resubmission Dept. 18-38361 stating that “ We received your submission, but are unable to approve it for the following reason- Your submission did not include a bill from your previous carrier showing an early termination fee (ETF) or Equipment Installment plan (EIP). You may be eligible if you provide these document(s) and resubmit or mail on or before 02/13/2019.” I thought I did something wrong during my submission process or maybe the Verizon bill had a problem or something. I contacted Verizon and requested for another bill specifying that the bill should reflect early termination fee (ETF) or Equipment Installment plan (EIP). However, the same statement was sent to me and I immediately resubmitted it on the link provided by AT&T. I also contacted the agent via multiple calls, voicemail, and text regarding my concerns about the switchover program. He never replied to any of my text messages or calls.

Two weeks later I got another reply from AT&T Resubmission Dept. 18-38361 rejecting my resubmission with the same reasons as indicated above. That was when I knew it was a severe issue. I was so frustrated and disappointed. At this time, Verizon is on me to pay them, I am paying bills to AT&T and there is absolutely no one to help me sort out this mess. I called the AT&T switchover department and the customer service person told me that they got my resubmission but have a couple of questions and clarifications to make before any approval. I gave him all the information he needed and he said to me “you would be hearing from us in the four to six weeks” I didn’t get any reply after six weeks, so I called ending March 2019 and was better about my experience on with AT&T. I was told that the switchover department could not do anything since I am not eligible for approval. I should either contact the agent or the loyalty department for misinforming concerns. I was so frustrated and disappointed, seeing myself in another trap. Each time I call the customer service, I am transferred from one department to another, and each call lasted a minimum of two hours. I called the loyalty department, they also can’t solve my problem, and I am unable to get hold of the agent too, what do I do?

Right now I am so frustrated and disappointed in what I have gotten myself in to. Where do I get $2500 to pay Verizon for early termination fees? Honestly, I am not satisfied with the services of the agent and AT&T customer service departments. I believe the agent didn’t inform me especially about the switchover program and DirectTV plan for me to make an informed decision. I strongly believe he was interested in just getting me into AT&T since I expressed my desire leaving Verizon. He did not care to follow up with all or any of the promises he made for customer service satisfaction. I will be grateful if someone in this office help to resolve this issue.
Thank you for taking the time to read my concerns and disappointments, I will be looking forward to your reply

Cornelius *****
*****
Little Elm, TX 75068
*****
*****

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]

Thank you for the edit. 

 How can the problem be solved? Any heads up please...

Paying Verizon was always your responsibility.  $2500 was for 2 PHONES.  Let’s clear up this nonsense right now.  If you bought 2 phones for over $1,000 each, you incurred a debt you had to pay off.  The cost of “lines” and service for one month is small and not reimbursed by AT&T when you switch. 

Suddenlink, and every other provider is For Profit.  Name things that don’t cost more than 6-9 years ago?  Not easy right?  And if you stream only, of course they will charge you more.

DTV is satellite, not cable.  AT&T Internet is DSL or fiber.  Satellite TV comes with a 2 year contract obligation and an introductory price which will increase.  Intro prices have no profit margin.

If the sales man actually said, “more better” and “buy over “ which are not literate or proper English, why didnt you show him out?  

He correctly described the program, but what about the limits on reimbursement?   You knew you owed $2500, the switch pays $700 per phone.  

AT&T is NOT going to pay for sling.  That’s a streaming service.  🙄.  Why did you ask.  

   You owe Verizon for EIP, equipment installment plan.  Your final bill should show what is owed on both phones.  Does it?

    Did you read the information on the switch offer?  If reimburses $700 max on the phones.  That still leaves you with $1000 out of pocket. 

https://inhomeswitch.att.com/#/home

Previous post addreses expectations.  

To get help:   I recommend filing a BBB complaint online.  They refer your complaint AT&T upper management who will contact you.

My primary concern is all about the switchover program, based on your reply the agent took advantage of my vulnerability and lack of knowledge about the switchover program to withhold critical information that would have lead me make informed consent decision.

I asked him one simple question before he left, “ is there anything I have do again in order to get my reimbursement” his answer was “no  just submit your last Verizon bill on the link I just texted to you and you will have it in 4-6 weeks”.  

The two phones At&T collected from me, they devalued them to about $35 each, meanwhile Verizon is charging me about $850 for each phone.  I have asked AT&T to return my phones since they disqualified me from the switchover program. They said I was supposed to be on a contract phone with AT&T in order to qualify for the program- I met all other requirements except this one.

So who didn’t do his job here, me or the agent? The agent was interested in switching me over and making his money by doing a bad job right?  Customers are always vulnerable!!!!!!

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@ambeson wrote:

My primary concern is all about the switchover program, based on your reply the agent took advantage of my vulnerability and lack of knowledge about the switchover program to withhold critical information that would have lead me make informed consent decision.

Like what?  Most of what you wrote that he told you was correct.  

Did he tell you the maximum reimbursement, which leaves you paying $150 on each phone?  Did you ask?  Did it seem odd At&t would pay so much?  

 

I asked him one simple question before he left, “ is there anything I have do again in order to get my reimbursement” his answer was “no  just submit your last Verizon bill on the link I just texted to you and you will have it in 4-6 weeks”.  

Which is correct,   

The two phones At&T collected from me, they devalued them to about $35 each,

Why?  We’re they user locked or damaged?  

meanwhile Verizon is charging me about $850 for each phone.

Math problem:  850+850=1,700.  At&t only pays $700 each or $1,400.  You say you owe $2,500 to Verizon.  That’s $800 more than your phones cost and 1,100 more than At&t will reimburse.   How the heck is your bill on 2 lines over $800?   

  I have asked AT&T to return my phones since they disqualified me from the switchover program. They said I was supposed to be on a contract phone with AT&T in order to qualify for the program- I met all other requirements except this one.

Pardon?  No, not a contract. You are suppose to buy the new phones with installments, which At&t credits back over time.    Why are you not paying installments on the new phones?

So who didn’t do his job here, me or the agent? The agent was interested in switching me over and making his money by doing a bad job right?  Customers are always vulnerable!!!!!!

Other than questionable English, the rep gave you correct information based on what you posted here.  

Did you read the switch link?  

 

---

My primary concern is all about the switchover program, based on your reply the agent took advantage of my vulnerability and lack of knowledge about the switchover program to withhold critical information that would have lead me make informed consent decision.

Like what?  Most of what you wrote that he told you was correct.  

Did he tell you the maximum reimbursement, which leaves you paying $150 on each phone?  Did you ask?  Did it seem odd At&t would pay so much?  

Why don’t you start by asking if the AT&T agent actually work for the company? Was this guy a scammer working for AT&T? Do you know anything about consumer protection?  I am a consumer, and I need to be well informed by the seller or provider for me to make an informed decision to buy the good/services. The questions I asked him at that time were limited to my knowledge and how he presented the deal to me.

When an expert is selling or providing you a product, how much question can you ask? I guess you can not ask more than what you know or more than the expert.

“Did he tell you the maximum reimbursement, which leaves you paying $150 on each” NO he didn’t .

I asked him one simple question before he left, “ is there anything I have do again in order to get my reimbursement” his answer was “no  just submit your last Verizon bill on the link I just texted to you and you will have it in 4-6 weeks”.  

Which is correct,   

The two phones At&T collected from me, they devalued them to about $35 each,

Why?  We’re they user locked or damaged?  

meanwhile Verizon is charging me about $850 for each phone.

“Math problem:  850+850=1,700.  At&t only pays $700 each or $1,400.  You say you owe $2,500 to Verizon.  That’s $800 more than your phones cost and 1,100 more than At&t will reimburse.   How the heck is your bill on 2 lines over $800? “ 

Equipment fees, termination fees plus taxes will give you that amount, based on Verizon. 

  I have asked AT&T to return my phones since they disqualified me from the switchover program. They said I was supposed to be on a contract phone with AT&T in order to qualify for the program- I met all other requirements except this one.

“Pardon?  No, not a contract. You are suppose to buy the new phones with installments, which At&t credits back over time.    Why are you not paying installments on the new phones?”

GooD question, How was I supposed to know? I knew that I was supposed to surrender my 2 Verizon phones to AT&T to qualify for the program per the AT&T agent, which I did. If  I knew I were to buy the new phones with installments which At&t will credit back over time, I would have still accepted the switchover program, but the agent did not inform me about it nor did he set it up to their system for At&t to send me 2 new phones to get me going with the switchover program. Was I the one working for At&t or the agent? 

As a matter of fact, I was paying installment fees for the 2 phones with Verizon. In April  I added another line in my At&t account with a new phone which I make installment payments. 

Making installment payment on 2 new phones wouldn't have been any problem to me if the at&t agent would have informed me about it and set it up.

So who didn’t do his job here, the agent or me? The agent was interested in switching me over and making his money by doing a bad job right?  Customers are always vulnerable!!!!!!

Other than questionable English, the rep gave you correct information based on what you posted here.  

What do you mean by enough information? If he did, I should have been enjoying the switchover program or rejected it.

“Did you read the switch link?”

At what point was I supposed to read the switchover program?

After the agent must have ported my 2 numbers collected my 2 phones switched me to at&T, then did he instruct me to submit my final bill with Verizon “…. on the link I will text to your phone.”  I asked is there any other thing I will  I have to do….? He said “no just submit the final bill….”This is an AT&T specialist giving you instructions on how to benefit from the switchover program. I guess you will be stupid to do otherwise.

You seemed vested with a lot of knowledge on how some at&t agent persuades and scam vulnerable consumers, and you do not find anything wrong in that.

I appreciate your follow up questions, but, I do not see how you are helping me in solving this problem. Maybe your followup question will help me next time.

Thank You.

My first reply was ‘file a BBB complaint’.  My 3rd post said ‘file a BBB complaint’.  

Not that either will matter if you did not use installments.   Just can’t for the life of me figure out why you didn’t ask more questions, or why you didn’t use installments, everyone does.  You used them with Verizon.  Did you even know how much you owed Verizon?   

~~~

Math problem:  850+850=1,700.  At&t only pays $700 each or $1,400.  You say you owe $2,500 to Verizon.  That’s $800 more than your phones cost and 1,100 more than At&t will reimburse.   How the heck is your bill on 2 lines over $800? “ 

Equipment fees, termination fees plus taxes will give you that amount, based on Verizon. 

    **read that again.   It make no sense unless you owe Verizon for 4 months service, overage fees, long distance or roaming.  $800 is charges other than your 2 phone installments.  $800 is very unusual, and no switch offer covers service charges.   If One understands their Verizon bill they would know at any given time how much they owe for service and phones, as they can read it on the bill.  We’re you reading your bill each month?

How much did you tell this person about your bill?