False charges from ATT
I got 2 new phones from att when they had this bogo deal going on in March/2019. At first I really didn’t want to go to att but I allowed someone to convince me. When I went in to the store located in west palm beach, FL; I dealt with 3 reps trying to sell, set up the account, and one didn’t know what she was doing so the third was there to help. The main person I dealt with (we'll call her Diana- whom needed the assistance) she had difficulty setting up the phone and added 4 phone lines instead of 2. She not only added 4 but put the wrong numbers on the account 2 and one of the numbers wasn’t a number it was 000-000-0000. I didn’t know she made these many mistakes till I went home and tried to review my plan online. While still at the store she was adding features and creating online account. She didn’t ask what I want or didn’t want she just added stuff, you would of thought she was the customer. Then when she got done she says “your first 2 bills will be the highest because they’ll be a little bit over 200 and every bill after that will be $120”. I said ”ok”, although, I didn’t understand why because I paid over $500 in taxes and fees to help reduce the billing amount. So I go home, I tried to access the account she created, but found out instead of creating a whole new account she unified a very old internet account that I had with att 3 years prior. The account was closed and paid off, and she knew that when I was at the store but she merged it anyway. So due to that I could never view my bill, all I was able to see is the 4 phones that she added to the account that were not in my possession. Calling customer service was the worst of all. Even though we explained the issue and they can clearly see that one of the numbers is a nonexistent number, they refused to help and offered no solution, instead we were threatened that if we didn’t pay for those extra phones, they would lock our phones and we would have no choice but to return the phones and they would hit us with collections. So I went back to the and I explained to one of the managers what happened and I explained that it’s not a mistake on my behalf so I shouldn’t have to pay. I still had to pay $400 because for 1.5 months I couldn’t view my bill due to the unified account; I didn’t receive any email nor paper mail about my bill, and I had accumulated late fees. Between March and August 2019 I called every week and spent countless hours on the phone with att customer care, and it took 7 months to finally get someone who knew what they were doing. So I thought. In August/2019 I finally spoke to a rep that dug deep enough to find the issue, he undid the merging and said it would talk 2 or 3 billing cycles to show. So in late October/2019 my showed. except it says I got the phones in September/2019 not March/2019. So those big charges that I had when I first got the phones, I had to pay them again. It’s been 10 months and I have yet to see $120 bill. Oh and it doesn’t stop there. Starting in June/2019 I was constantly being billed $50 a month for something. At first I didn’t think anything of it but the. After it happened 2 more time and still occurring, I thought something isn’t right. After I called att about, they said it’s for my uverse/direct tv service. I was shocked! How is that even possible, I don’t have uverse/direct tv. I don’t have the hook up, I don’t have the box, I never had direct tv EVER! Do I want it.... NO! So till this day I am being charged an extra $50 for service that I do not have. I pay over $170 for wireless and their bogus $50 for my invisible direct tv. The crazy part is I don’t even have a tv but my internet provider is with xfinity.
I would like to thank you for this experience, because you will never have me as a customer ever again. I have learned my lesson and if this is how you tell customers to stay away, well, I know how to listen. You could of just said stay away but instead, you decided to give me a spin for my money. It is business practices like yours that taught me to keep receipts and evidence, employee names and I.D numbers, conversations, and time stamps.