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phonegal777's profile

Tutor

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6 Messages

Saturday, March 7th, 2015 12:42 AM

Credits promised not given!

I was supposed to be on the $130 for 30 gb data plan. When I realized I was not, I called in to have situation rectified.

I was hung up on, I had a csr pretend she couldn't hear me (I was calling from an AT&T store phone that I was just speaking to another csr on). And apparently, LIED to by the csr manager.

I was told at first, that I could not be credited back the $ ($95 a month!) because I switched plans before the promotion. I explained that when we switched to the plan, we were in the store in October. Another store employee confirmed we were on the plan just after Christmas. Then the csr manager tried to tell me there was nothing he could do beacuse the promotion was over. Hmmm? I was on this plan!!!!

This manager told me he was "probably going to get fired for this" but he would put me on the plan (the one I was already on???) and he would only be able to credit one month ($95). He said if I wanted the rest of the credit, I would have to go to the AT&T store I was originally at and have someone admit they made a mistake. He also said, someone would probably lose their job, but it was worth a try (?). If I could do this, I would be refunded the money.

I went to the AT&T store I typically do business at. They were very kind and the manager immediatley noted the necessary info onto my account. He helped me get in touch with a csr at AT&T who painstakingly noted each and every overcharge for 6 months, referenced the promise from the csr manager and the store manager's notes verifying the mistake. She was sure this would rectify the situation. She told me I should hear something in a few days. I didn't in any way get the impression this decision would not go in my favor. I was led to believe this was just an error and they were very sorry.

(Total time at the At&T stores trying to have this resolved - 6 hours over 2 days).

I got a text message from AT&T that the matter had been resolved.

Problem solved, that wasn't so bad... WRONG!

I called in today to see if I could bundle my cable and wireless bills and was told my bill was actually higher! Where was my credit? I was promised $570 in credit....

I was told that I someone decided not to give me the credit. The $95 credit that I was also promised was not going to be credited because "the promotion had expired". 

Ummm, what? 

So, when someone (csr managers, retention specialists, store managers) from AT&T tells you something, do they not have to stand by it?

ACE - Sage

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117.1K Messages

9 years ago

The promotion expired the beginning of January. How could you be on a plan at a special price but not given the promo price? Unless you signed up late, or your account was not eligible.

If you added the plan and it was on the account AND someone without admin rights took you off the plan, then I can see it being fixed. Otherwise, it's just your word you added it. All you had to do is miss hitting a "save" button and the plan wasnt added and you have no proof.

Good luck.

Tutor

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6 Messages

9 years ago

I was in store (in October) when the representative said he added us. I told again (in December) we were on the plan in the same store. 

A CSR manager's manager just called and said that the notes on my account indicate that we were told multiple times by multiple reps and mangers that we would be getting a credit, but they lied.

What????

I just asked her if I could have a $565 credit for being lied to multiple times.

 

ACE - Sage

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117.1K Messages

9 years ago

But, were you on the plan ever?
I manage my account online so I know what my plan is.

Tutor

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6 Messages

9 years ago

Just got another phone call from a guy who says there is no recourse past him. He said that any credit given by an employee is reviewed and if the review team deems the credit unnecessary, they will revoke it. 

So, my credits were revoked and there is nothing anyone can do. The store employees and csr managers did what they could to resolve the issue. The company will not stand behind what was promised by numerous AT&T reps.

So disgusted and disheartened.

I have no idea how this is ok.

Tutor

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6 Messages

9 years ago

I was on the plan the whole time, just not at the right rate. So, they correected it in Feb, even after the plan "expired". I did not manage my account online, I was recovering from cancer and the after effects. My husband and family members were helping with bills. I did not realize there was a mistake until February, because I was told in store in December that I was enrolled in the plan.

My mistake was trusting that any issue or mistake would be resolved honestly and fairly.

 

Community Support

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15.2K Messages

9 years ago

Hi there @phonegal777

 

I’m sorry to hear that a promised credit was not granted. I’d be happy to look into this case for you and review why the credit was denied. Can you please send me a private message by Clicking Here and include the following information:

 

  • Full name
  • Email address
  • Cell and/or account number

 

Thanks,

Charise

Tutor

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6 Messages

9 years ago

Still no answer from Cherise. Several more phone calls from people who say that because a decision has been made, there is no recourse.

Are there people at AT&T with the power to resolve issues? I cannot believe there really is no one at the entire company who can look at this and fix it. 

It's truly baffling.

Tutor

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6 Messages

9 years ago

Got an answer from Cherise, said that the other AT&T reps ahve explained why my credits were revoked.

The interesting thing is that when I called in to cancel my service after all of this, the guy took the time to read all of the notes and realized that the way they read could be misinterpreted. He recommended going back to the store and having the manager clarify and calling back. 

I still can't believe it had to come to that to get someone to actually read through things and find out what the problem was. 

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