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apennington3374's profile

New Member

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8 Messages

Thursday, November 17th, 2022 3:26 AM

Poor customer service/1 year of the runaround

I have been lied to so many times since I switched to AT&T. If I could only go back to that day 1 year ago and kept walking past the salesman at the kiosk. 
my bill is still not where it’s supposed to be and my 3 phones that I sent in has not been credited. All I get is lies and more lies and phony nonsense CSR’s that pretend to “care” . I have to honestly say this is the absolute worst company I have ever dealt with. I could write a book on this experience and it definitely isn’t in the fiction category. All I can do is laugh at this point at the silliness, reason why is you guys have driven me crazy. If you care to resolve, I’m still here at the same contact number, awaiting someone with a magic wand to make a change in the computer because no one there seems to have that power. 

ACE - Sage

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104.3K Messages

3 months ago

This is not AT&T customer support. This is a customer populated forum. No one is going to call you from your posts here. 

salesman at the kiosk.

Kiosk?   AT&T employees don't work out of a kiosk. If you signed up through a big box store like Costco or Sam's Club those are not AT&T employees they work for Smart Circle. It is not the first time there have been complaints about Smart Circle misrepresenting the prices, lying to customers, or customers not understanding that you're dealing with a third party and you're still going to be held to the promotional prices on phones that are offered by AT&T... 

AT&T's prices are published online and you can view them here:

https://www.att.com/wireless/

Prices for service are separate from the prices for your phones. If you eliminate the installments you are paying, are the service prices as quoted? 

The phone prices would have been net, installments less credits, based on your trade in being sent in order to get credits on your old phones toward the new ones. 

How did your trade in your old phones? They should have been turned in at an AT&T corporate store or mailed  to Tennessee (Hyla mobile). When you mailed your phones in you should have taken them to the post office, gotten a receipt for each box that you mailed so that you would have a tracking number.  Yes?

Did you ever contact AT&T with these tracking numbers to try to locate your phones?

New Member

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8 Messages

3 months ago

Yes, did all that. Did everything by the book per their instructions. Frankly, it doesn’t matter to me who they are with, they represent AT&T. I realize this isn’t their CS forum, I’m just venting it out because no one there listens. 
The company has an internal issue and I’m one of those people that got caught in it. It’s truly a mess. Even going through escalation, they themselves promised this and then that, got approvals, reassured me several times my bill would be fixed “in a couple more cycles” just keep paying and it will be fixed. Here I am still in the same situation. They pretty much stole my equipment and continue to charge me high inflated charges. So I’m stuck. Can’t wait to get out of it, hoping I can find another carrier to help me get out of it.  

MicCheck

ACE - Expert

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12.7K Messages

3 months ago

You didn't answer any of the questions. 

How did you trade in the phones? Do you have a receipt (with a tracker number if mailed)?

What price were you quoted and for what plan(s)? What are you paying?

ACE - Sage

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104.3K Messages

3 months ago

If you "did all that", isn't an answer.  does that mean you have tracking numbers with proof that your phones went where they went to tenneesse ?

Yes?

New Member

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8 Messages

3 months ago

I answered the question, I guess if details are needed or wanted, I received 3 boxes from AT&T to ship each one. They were sent to them using their boxes and shipping labels with tracking. So yes they got them and verified that they received them. 
Was told the promotion for new customer was if you had eligible devices that you would receive for free “the new iPhone 13 Pro” for each eligible trade. I had 3 devices,  all of my devices (nothing older than a 12) that I owned were deemed and verified eligible. Then we were adding a 4th line, as new customer with adding a line the promotion was iPhone 12 mini for free. I then asked many times, these new phones, I will not be charged for? “Yes sir, it’s a great promotion and with AT&T unlimited extra plan you will have all the bells and whistles for your family” 

The price I was quoted, with Sam’s club discount was 170.00 per month (including taxes) for service being the devices were to be “free” (when we all know they aren’t because I gave them phones), this has never happened. 
instead they would rather now say well these aren’t eligible so we will give you 190.00 for 1 of the phones, the other two we still never received anything. 
this whole thing is a bait and switch, and very disappointing from such a large company. 
hopefully this answers your 

sandblaster

ACE - Expert

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62.3K Messages

3 months ago

Since it’s been a year now, your best option for actually resolving is to escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you. 

New Member

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8 Messages

3 months ago

Sandblaster- that’s the next step for sure. 
formerly known as- see latest response 

ATTHelp

Community Support

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207.9K Messages

3 months ago

We are here to help you with your missing promotions, @apennington3374.

 

We understand how frustrating the process must have been for you. 

 

Thank you to the ACE's for the help.

 

Let's meet in a DM to further review your missing promotions. You will find a chat icon next to a bell icon in the upper right corner of this page. Our next message will appear there. 

 

Thank you for contacting AT&T Community Forums. We look forward to chatting with you soon.

 

Clarissa, AT&T Community Specialist 

New Member

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8 Messages

3 months ago

I tried hitting the chat button and it sends me to make another post. 

ATTHelp

Community Support

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207.9K Messages

3 months ago

Thank you for the response, @apennington3374.

 

Are you able to view our message? Once you open our message there should be an option to respond.

 

We look forward to your response. 

 

Clarissa, AT&T Community Specialist 

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