Skip to main content
AT&T Community Forums
S

New Member

 • 

11 Messages

Fri, Oct 30, 2020 6:21 AM

Bad Business

I have DirectTv and had an issue with my dish, while the tech was at my home fixing the problem a Att sales rep came to my door inquiring about my service carrier, I advised him that my husband and I have another carrier, and that I had cancelled service with them in the past due to them cancelling my nurse discount because I changed jobs. The Att sales rep advised me that he can give me my discount back (once verifying my credentials) and offer us a better plan, 2 new devices, take our old devices, pay off old carrier and remaining balances. The Att rep advised my husband once we agreed on this that he will handle everything and there is nothing we will need to do on our end. Well surprise, surprise my band account was debited by my old carrier for a monthly bill, i ignored assuming that I had a carryover balance, even though I was advised this would be paid, but then to our surprise the following month my previous carrier sent a new bill for the monthly fee. and our old devices!!! I have call Att customer service lines, and have been placed on hold 3-4 hours, disconnected on numerous times by reps and supervisors, and being told to go to local store because they can not assist me. So my husband went to a local Att store to be told he would have to go to a different store location which he did, and the supervisor there said they can not assist us that we have to call customer service, my husband advised him of the back and fourth and numerous hours that we have been on the phone with Att and getting the run around the Att supervisor stated "Well I can tell you what you need to do to turn in your devices and close your account!!" What kind of customer service is this????? We have also called the sales rep that came to our home and he has not and I repeat has not returned any of our calls!! So my husband and I have this high bill for devices we no longer have. Att customer service keeps giving us the run around, and the outside stores shrug us off. This is BAD BAD business.

Responses

Constructive

Employee

 • 

16K Messages

a month ago

@sandblaster  did At&t start buying out or paying off competitors? 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
sandblaster

ACE - Expert

 • 

44.4K Messages

a month ago

did At&t start buying out or paying off competitors? 

Not to my knowledge.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

 • 

11 Messages

a month ago

Well the sales representative that came to my home I didn't go to your store as I had stated that he will take the devices we have pay off the balances give us to new AT&T devices start up our plan with AT&T at a discounted rate because I am a nurse and that we don't have to do anything that AT&T will handle everything and at this Well the cells representative that came to my home I didn't go to your store ask what career I had stated that he will take the devices we have pay off the balances give us to new AT&T devices start up our plan with AT&T at a discounted rate because I am a nurse and that we don't have to do anything that AT&T will handle everything and at that point. WeReceive a bill from our former provider for the phones that AT&T representative took with him. We were advised this was a promotion! So with this being said,  why are we getting the run around from the representative that came to our home and his supervisor.  I have email's and voicmail messages that we have left and documented call logs!!

(edited)

New Member

 • 

11 Messages

a month ago

Well my attorney is on it and at this point it is considered theft by deception!

Brand User
ATTHelp

Community Support

 • 

140.6K Messages

a month ago

Greetings @scjgriffith,

 

We understand your frustration with how your bill turned out due to In-home Sales Representative giving you a quoted price than what your bill actually is.

 

It would be in your best interest to reach out to our Switcher support desk at 855.749.0884.

 

We hope you're able to get this rectified!

 

Jacob, AT&T Community Specialist 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
sandblaster

ACE - Expert

 • 

44.4K Messages

a month ago

That sales representative may or may not have been an ATT employee, they may have been an independent reseller. Whatever deal you were promised, ATT never pays off the old carrier. That is your responsibility. You may get reimbursed by ATT but it is still your responsibility to pay them. What you describe, though, is a switch offer that ATT hasn’t had for over 2 years. Maybe they are bringing them back. Hope so in your case. In any event, this forum is not customer support. Suggest you escalate your issue to corporate by filing an FCC or BBB complaint.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
lizdance40

ACE - Sage

 • 

79.6K Messages

a month ago

Just to nail this down: No carrier pays off your old carrier.  Never, ever.  You have to submit your final bill for phones for reimbursement.   The salesman won’t do that because he doesn’t get the bill - you do.
    If you only had phones/phone numbers to switch, your old service is canceled after the numbers are ported out (universal).   You have to call your old carrier to cancel tablets, watches, etc.
    Promotional credits on new phones don’t start for 3 months.  
 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Get started...

Ask a new question