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Kforz75's profile

Teacher

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11 Messages

Wed, May 31, 2017 10:22 PM

Overcharged Bill

I'm so disgusted with ATT at the moment. A rep had me change my bill to a new service promising it would he cheaper. I already had an unlimited plan and was moving to the new one. So other then cost saving, there was zero reason to do it. I asked the advisor originally to go line by line on the bill and add it up before I would move. We'll when I got my first bill it ended up being about 40 dollars more then I was promised. Needless to say I was really disappointed and I called to dispute. They apologized and said they would retro back as if the change never occurred which sounded great. But then when I get my adjusted bill it was now about 100 dollars more then the original 40 over charge. I've called 4 times and every time I'm told there's nothing they can do as it was handed over to a resolution team. Each time I'm told I will get a call back yet that was over a month ago. Really disappointing as I'd never had an issue before. But the sales rep either blatantly lied to me or made a mistake. Either way, it cost me money and I'm sick of calling. I have no problem paying what I owe, but when I'm charged more then promised and then the "fix" cost me even more that's unacceptable. At this point, if I don't get a call back, I may just leave as another service will cover my cost to move and I'd take the Dtv, Internet and security I currently have through ATT. Again, it's just really frustrating to be lied to and then have them just disregard it.

Contributor

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1 Message

6 years ago

They lied to me about my price too. I think management must push them to sell stuff regardless of how much they lie. They keep telling me they will call me back. My cable hasn't worked in months and they are still billing me and blowing me off when I contact them. 

Gary L

ACE - Expert

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16.1K Messages

6 years ago

@lizdaisy @Kforz75 You know the AT&T site has these prices on-line for the plans.

 

I'd be interested in knowing the cost of your old plan before taxes/fees. The new plan is $90 for unlimited, if you had unlimited for $50, that'd be a great plan.  But since the data was $40 on it's own on the old plan, I don't know how that could be.

 

(You said $40 more than promised I can only assume that was more than your old plan, because if it was cheaper, then why switch back?)

 

 

 

 

Teacher

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11 Messages

6 years ago

I have a large corporate discount. I asked the rep at least 4 separate times if I'd lose my discount for any reason because of the new plan. I told him if I would,  it would cost more and I didn't want to move. He quoted me each time with the discount and assured me I'd still have it. He even said he confirmed with his manager (all on a recorded line but when u ask them to pull it they blow me off). We'll I lost my discount which again was the only reason it made sense. So he either blatantly lied to sell it or neither he or his manager had a clue what they were doing. 

Teacher

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11 Messages

6 years ago

Also I had 2 phones so it wasn't a single line. Again, I was paying 190/month with the phone payment discount and everything in prior months. The "cheaper" plan was supposed to be about 180/month with another 25 dollar discount on my Dtv bill. Unofrtunutely my bill went up to 240ish so it didn't make sense. Then with the mess up and pro rated "correction" they said they would do for the mess I had to pay 300 in March. Ask them to pull the recorded phone call and they blow it off. Say I won't pay until it's resolved and they said they'd send to collections. They said I had to pay and once (if) resolved I'd get a credit. Other frustration is that each person as said my phone call would come within a couple days.... That was over month ago.
Gary L

ACE - Expert

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16.1K Messages

6 years ago


@Kforz75 wrote:
I have a large corporate discount. I asked the rep at least 4 separate times if I'd lose my discount for any reason because of the new plan. I told him if I would,  it would cost more and I didn't want to move. He quoted me each time with the discount and assured me I'd still have it. He even said he confirmed with his manager (all on a recorded line but when u ask them to pull it they blow me off). We'll I lost my discount which again was the only reason it made sense.

The new unlimited plans never accepted the corporate discount, so you didn't lose the discount, it never had it. I understand it's semantics, but it's an important detail to have.

 

So he either blatantly lied to sell it or neither he or his manager had a clue what they were doing. 

They are a little clueless sometimes, I thought it was pretty clear even before the plans came out that it wouldn't have the discount, they had specifically listed it as offering military/veteran discounts (and no others) just like Verizon did (who also didn't offer other discounts), I don't see how it can be that hard to disseminate that info to the reps (even on day 1).

 

 

 

 

Teacher

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11 Messages

6 years ago

Yea I was pretty angry. I brought it up several times personally and he and his manager assured me. The worst part again is the fix which cost me even more money and they just choose to not address it. I'm at a loss. 

Teacher

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11 Messages

6 years ago

Also, yes I do have the corporate discount on my unlimited plan that the reverted me back to and I had it before. It's clearly itemized on the statement and had been since day 1 of my unlimited plan so I don't really know what you mean as I do get one. Hence the reason I was so mad when he was looking right at it as we talked and said each time I wouldn't lose.

ACE - Sage

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102K Messages

6 years ago

The quote seems accurate, the bill cannot be.

The new unlimited plan is $145 for 2 lines, if out of contract.  If both were in contract, it would be $185 before tax, and then the $25 off your direct TV.    There is no way it goes up to $240 taxes and fees do not account for the price.  

...unless there is an error or you have something on the bill you didn't mention.  

Did you pick through every line on the bill?  

Insurance?  Subscription?  Calling plans?

 

 

Teacher

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11 Messages

6 years ago

Yes I picked through everything. I'm not saying the new bill would have been wrong based on the actual rates as they turned out to be. What I'm saying is I was quoted something when the new plan came out. This quote got me to switch from an unlimited plan to a new unlimited plan. Had the rep known the fine print (that I asked him to triple check) and not told me inaccurate info there was no reason for me to switch as this new rate was more expensive then the old unlimited plan I already had. The basic gist I was promised something would happen.... I confirmed with them that the rate they quoted me was accurate... Then I got my bill and it was not close to what I was offered. And as I mentioned, after "fixing" it since they acknowledged the error, the bill further went up that month cause they didn't retro it back the way they said they would further costing me more. I never should have switched just to save what would have been a 15 buck monthly saving but I had no idea that the rep wouldn't know their own product and plans. Now I just wish someone would at least call me back or I'm thinking about moving. I have everything with ATT and I'm just really frustrated with this incident. 
Gary L

ACE - Expert

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16.1K Messages

6 years ago


@Kforz75 wrote:
I never should have switched just to save what would have been a 15 buck monthly saving 

 Why would you not switch to save $15 a month? ($180 a year).

 

It's the same unlimited data, but with Canada/Mexico, HBO, hotspot/tethering, better international plan and more.

 

Most people would switch for no difference in price. Some would even pay more...

 

Had the rep known the fine print (that I asked him to triple check)...

...but I had no idea that the rep wouldn't know their own product and plans.

When it's a new plan, that's the time to think that they would not.

You had them TRIPLE-CHECK, so you had some idea they might not know.

 

Asking the same question three times to the same person when they "know" the answer doesn't count as you triple-checking (it's basically just one check), three different people or web pages, that's triple-checking...

 

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