Need help understanding your bill?
meme11's profile

Mentor

 • 

38 Messages

Tuesday, August 9th, 2016 7:33 PM

Stealing, They recognize it, don't fix it and they steal some more!!!

I walk to ATT store for Christmas just browsing. Get offered a great deal. I asked 10 times for it in writing, but I was assured everybody knew of the deal and I was speaking with the manager and one of the sales men, and both sold me and assured me of the validity to the poitn that they  allowed me to record the conversation and agreed to sign my notes of what he was offereing. 

 

So I buy 2 phones, get one free, turn in our 3 used phones, join our uverse with phone bill, port  2 lines and an ipad, and I am assured that this will give me one free iphone, and $1400 in credits. 

600  for 3 phones, 200 per phone turned in according to machine that verified them, 

200 to port 2 phone lines

100 to por the ipad line

400  - for unifying with uverse bill 2 phones

100  for unifying the ipad

=====

1400   signed by the East Cobb Att Store 40268  Store Manager  Lelerc.

I also have it recorded on my ipad, 

because he did not have anything in writing to give me, other than to promise it was AT&T I was dealing with.  

 

All good until att gives us 1200 credit and then takes back 600!!  takes back 600 with nor expalnation whatsoever.  We find one day that we owe 400+ to At&t when we get a surprise bill.   We owe them money because they took back $600 of the promised credit.  Every person on the phone says the dumbest things- like maybe the store manager made a mistake,  or take it up with store manager, or tough at no point did we have so many promotios.  Or did you get in writing?  I DID!!!! But nobody cares.  So they finally open 2 cases and nobody ever calls me or fixes anything!!!   

So I call again and and I am offered a discount on my service since they can't help with the other, but might be able to pacify me with a discount.    I don't want it!! But they give it to me anyway, and it was not a discount,  my bill went up and they UPGRADED ME TO A HIGHER PRICE!!!!!! OUTRAGEOUS!!!!  SO I call when I find out, and they offer me another pacifying deal, they can't explain what the other agent did, but they offer me a good deal for a year since I am such a long time client with such good standing.   and I record the coversation on my idad,  and the agent notes it in the notes.  AND THE PRICE still up, not down, my bill all the same,   So I call, SHE DID NOT DO IT>  I have an upgrade in uverse I did not want, they can't seem to take that back, so I am being charged more, and the discount that she wrote in my record, and I recorde on my ipad, is now not something I can have according to new agent.  OH MY GOD!    And the girl tells me tough tough tough there is nothing ANYBODY can do about it.  She apologizes for the past because she can see the errors BUT we need to move forward, and not look back.  forgive and forget.  This is stealing!   They even admit it, but they can't fix it.   Nobody had the power to honor their deals.  They blame the other agents.  THEY ARE ALL ATT.  When I deal with ATT agent, I deal with ATT.       ENFURIATING!   HELP!!!!!!  I have it writing, you have it writing.  What else do you need?   

------

 

now I don't even have my old phones to get out of the deal  without this costing me an arm and a leg.   

 

I'd be happy to get out all together of all service.  Give my 3 phones  and I am out since you won't honor your part.  There was no other way I would have agreed to buy the phones and sign up except for the super deal.  But it was a lie?   You lie?  You can ruin my credit if I don't pay, but what can I do to you if you steal from me?   I call but your agents have no power to even honor the deals they make with me.  Call me if you have any power to help me! 

 

Mentor

 • 

38 Messages

8 years ago

Kevin, the att rep that spoke here on this conversation promised he would call me shortly on a private email.  It has been 5 days and I have yet to hear from him.   The waste of my time is incredible.  

 

But if anybody cares I am researching other options while I wait, and will share;  This seems to be my new hobby while I wait for KEVIN from AT&T to call me.    

 

The bbb has a formal complaint form, and AT&T apparently listens from there.

 

[Edited to comply with Guidelines]

Guru

 • 

629 Messages

8 years ago

@meme11

 

Being a former Verizon rep myself, I can confirm what @lizdance40 and others have said in response to your situation.   The only good and valid offers/promotions are the ones; written up and signed, or posted on the Internet or in stores.  There are certain circumstances in which a representative, most likely from the retention department, will make a verbal offer to a customer.  However, that offer is good for that conversation only unless specific and detailed notes are made in your account by that representative.  Also it seems to be increasingly common that reps, even managers, as it appears in your case, made offers they have no power or authority to be making. Based on my extensive review of your original post, this, unfortunately, seems to be the case in your particular situation.  I would attempt to contact @ATTKevin again by clicking on this blue hyperlink I've just provided to you, briefly refresh his memory of your case, and ask why he hasn't gotten back to you in the time frame he provided.  Or, you can follow the same procedure to send  a private message to @ATTMobilityCare with your name, account/ primary phone number, details of what, specifically, you were originally promised including details about the rep who made that promise, your desired resolution, a good contact number and time to reach you.  Either way I'd plan for a 24- 48 hour wait time until you hear back from anyone.  

Mentor

 • 

38 Messages

8 years ago

Yes, Kevin promised to call me shortly 5 days ago.  But I have not heard from him.    I have it recorde and in writing.  I don't care if they are or are not authorized to do it.  They did it.   I recorded and made them sign becasue 10 years ago they cheated me too.  And only because I did have my contract that was a few years old was I able to prove that I had a contract that included roaming they all they could say,  was - well we don't show it on our records.   But I did. I had the records.  I had to make 1 million calls, but someone finally took the fax I sent with copy of my contract and they took the roaming charges off.  But it was hundresds of dollars then too.

 

So I asked for a writen document 10 times, and since they did not have one I wrote one and they signed it, and I have a recording of them explaining what the document says as I wrote it. 

 

So proof I have.  I just can't get someone to can honor what their reps do.  If the rep is not allowed to do what he did, then he needs a pay cut, not me. 

 

But thank you for reading my post and for your advice and for kevin's direct contact.   

 

Praying that he calls soon.

 

meme

Mentor

 • 

38 Messages

8 years ago

If he does not call, I will copy every newstation in the country and send them the recordings, and clark howard, and the huffington and every single place I can think of because sitting here waiting for a call is not very productive.   It is amazing how eager they are to talk when they want your business and how quietly they steal the money from your account, and how silent they are when it comes to helping. 

 

ACE - Sage

 • 

117K Messages

8 years ago

...

 

Community Support

 • 

15.2K Messages

8 years ago

Hey @meme11,

 

I saw the multiple postings, and I thought "This has to be a mistake. We had to have contacted you."

 

Unfortunately, I checked our system, and was distraught to see that we never attempted to get in touch.

 

I can't speak to why that happened, but I sincerely apologize for it. I don't personally like the feeling of being ignored (and trust me, it's happened a few times to myself when contacting other companies), and I would never want you or anyone else to feel that way.

 

I had Ozzie, one of my agents, give you a call to connect. It's going to take some doing on our part to explore our options, but I'm confident we'll do everything in our power to make it right.

 

You should get a follow-up tomorrow once we dive deeper into this now that we have your account details.

 

Thank you,

 

Kevin, AT&T Community Specialist

Mentor

 • 

38 Messages

8 years ago

Lizdance 40,

  

You do not understand.  I have it in writing, two employees offered me this. I did not believe it from the sales person, so the manager got involved and told me, and I have it recorded that these were att promotions that everybody knew about so he dictated to me what I was getting this, while I recorded it, and then he signed.   My phones were fine.  If they were bad, then they should give them back to me, so I can get out of the deal.  I think you work for AT&T!  only someone paid by AT&T would say the things you do.   Sorry, but I don't believe you.  

 

And off course they pay you to say you are just a customer that does not have a life, and just comes to these forums to talk to me!! are you kidding?    You sound too smart to just have nothigng better to do with your life  than to follow my story.  I just don't buy it.  But you can keep trying to tell me that. And I will keep telling you I don't believe you.  

 

 I posted--- if you can help me call me.  You can't help me, clearly.  You just waste my time.   

Mentor

 • 

38 Messages

8 years ago

Lizdance 40,  you assume I am worng and at&T is right.  That I did it all wrong, turned in bad phones, and had a 3, rather 4 bad agents, because they also offered me something over the phone that they are not honoring, and then to top if off they added services I did not want and they raised my bill.  I called to complaint that they took  $600 out of my account and they added services and raised my bill, while telling me my bill would go down, because they understood the theft  of the $600 but could not fix that, so they offered me a lower bill, and insted they raised it.   

 

So you think I enter into these agreements to screw myself.  Intersting point of view. But At&T is stealing, and more than once.  3 TIMES!!! STEALING>    I hope somebody makes it right, i have a little hope still.   But they pacified me again and in 8 days they have not been able to give me an answer.  Does it really take that long?   Lizdance-  that was a rhetorical question.  please don't answer it.   Don't give me some long guess as to what is happening because you have NO clue.

 

 

  

ACE - Sage

 • 

117K Messages

8 years ago

@meme11. Do you mean you STILL have not been called or messaged by Kevin?  

Its been 2 weeks since your first post and a week since Kevin promised to call you.

The only reason they would not contact you, is if you went to BBB or other to get help.  If you did, they have to let that play out before contact.

Its not like they don't have a number to call...

 

Im going to link the thread to support.  If you're still waiting and haven't gone outside, you should hear back too sweet.  

 

(BTW. Employees use dramatic, placating and overly apologetic words.  I don't have to because I don't get paid.)

 

 

ACE - Sage

 • 

117K Messages

8 years ago

@meme11. I passed this thread on to support.  I thought they already contacted you.  If you don't get a message or call, please complain again.  

 

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.