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