Our Community Forums will be closing on June 27, 2024. Please visit att.com/support for all your support needs.
Need help understanding your bill?
Delfsan98's profile

6 Messages

Friday, May 17th, 2024 9:32 PM

False Misrepresentation of Value of an Agreement by AT&T

Long story short, an ATT representative falsely represented the value of a service agreement. I have messages from them indicating such promise, and that I explained to him I would only agree based on that value only to switch. He was aware that the switch would trigger a payback of our previous devices with Verizon, and was aware of the $2500 device payoff balance. The monthly service amount and discounts were all missing or incorrect which led to a bill off twice the amount promised, a bill higher than Verizon. I reached out to said representative, their manager, and now their regional manager to address this. None have been responsive let alone addressed the misrepresentation. If I’m not mistaken, my next avenue is filling a suit in small claims based on amount. Anyone else experience these issues? Thanks

Accepted Solution

ACE - Expert

 • 

28K Messages

1 month ago

File a complaint with the BBB.  Those are handled by the Executive office (OOP) and someone should reach out.  Be sure to have all documentation ready.  

If anyone can offer a solution, it will be them.

ACE - Master

 • 

11K Messages

1 month ago

You can try filing a BBB complaint, which gets sent to upper management, who then contacts you for resolution.  If that doesn’t work, then go ahead and try arbitration or small claims.

6 Messages

1 month ago

Thanks, I will try that today!

ACE - Expert

 • 

32.5K Messages

1 month ago

One thing to be aware of is that the first bill is normally higher for a couple of reasons. It usually has prorated charges based on when you started service plus the full next month. On top of that, any promotions you get start within 2-3 bill cycles.

If you were able to reach back out to the rep, then high chance they are not an AT&T employee but work for an Authorized Retailer (so a 3rd party). In that case, AT&T only honors what is on the official order opened (as should match what is on their website). Any additional "promises" made by the 3rd party is between you and them. So if you still need to file a complaint, make sure it is on the right entity.

6 Messages

1 month ago

Thank you. I signed up in January so we are well past the prorated bill, and the subsequent bills were still not as promised. I was specifically told that these were AT&T in home sale representatives. Is there a way to know which it was? I believe these were AT&T reps not 3rd party. 

Former Employee

 • 

22.5K Messages

1 month ago

Employees have BLUE background badges while contractors badges background is RED

ACE - Sage

 • 

118.3K Messages

1 month ago

Neither at&t or Verizon have any offers to pay off your previous service provider. It is entirely up to you to make sure that you can afford to switch with paid off devices.  

Both AT&T and Verizon publish the cost of their service, and their phones on their website. And any deals or offers are also published on the website. 

There has not been a payoff your old phone offer for either service provider since 2019.  

Consumers that educate themselves are a lot harder to scam

6 Messages

1 month ago

The misrepresentation was not regarding the payoff, but thank you for your input regardless. The misrepresentation once again was regarding the cost of monthly service related to wireless service and discounts connected to bundles. 

ACE - Sage

 • 

118.3K Messages

1 month ago

The prices on AT&t's website are accurate. Switching with an in-home rep would get you some additional discounts for 3 years. Everything else would be according to the website, published offers, phone promotions, and the base price of plans. 

With the exception of prepaid debit cards for each line switched, there's nothing else that isn't published on AT&t's website 

If you refer to the website for prices, promotions, etc. Does it match your bill? Including the auto pay and paperless billing discount which requires debit card or checking account to get the full $10 per phone line??

No?  What doesn't?

6 Messages

1 month ago

The bill is laden with different “calculations” as to what is being charged and what isn’t. Ultimately, the price for service itself does not correlate with the price promised by the in-home sales rep, the devices are being charged contrary to the sales rep promise, and we do not have the bundle discount on our internet bill based on having both wireless and internet again as promised by the rep (at the BEGINNING) of the agreement which means that i am not getting any of those (three year) savings. No student discount is being applied (and this was not even supposed to factor into the monthly rate, but even with it it still doesn’t match the promised amount). The decision to switch was made SOLELY based on the promise of the rep. The rep was fully aware of the detrimental position they would put me in if they mislead me (aka the payoff on old devices) therefore if the rep is not meeting their promise, there is a breach of agreement based on intentional misrepresentation. 

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.