Help for account, billing & more
fennec12's profile

Contributor

 • 

1 Message

Mon, Jun 25, 2018 11:59 PM

Lied to about giving me unlimited data to cover strike

I have been an ATT customer for more than 8 years for cellular service. I recently moved to southern Wisconsin and wanted to get fiber 1000 and U-verse. They took more than a week to get me an appointment, and when they did, no one showed up. No one called and when I contacted, they kept telling me someone will be on the way. A few days later still nothing. Turns out, technicians went on strike and they gave me a two week installation date (I was already waiting more than a week). School was out, so kids started to use up the data plan, naturally I shut data off on their phones to avoid overage charges. I called to explain my situation and was told by a supervisor that they would give me unlimited data for that month so the kids could use the internet on phones since there was none installed at home yet. Also, they told me they would apply a $250 credit to my account for being patient and waiting until they get the internet and Uverse installed during the strike, and that I would have a first bill of $0.

 

I turned the kids devices back on for data use and of course they burned through it until we got internet installed in the home. 

 

I was a loyal customer for years! And when I got the bill for $524.17 I was shocked. More shocking is that when I called (getting passed around to different departments and 4 different people and 2 "call dropped") I spent more than 3 hours on the phone just to be told nothing was in the notes indicating the unlimited data for the month or the $250 credit. So everyone tells me they can do nothing. NOTHING! 😞

 

Now I am (still) waiting on the phone to have every service cancelled immediately. This is all just incredibly awful and unbelievable. Not how to treat your people. 

 

Still upset about all this and that no one seems to care. 

 

ATTHelp

Community Support

 • 

180.2K Messages

4 y ago

Greeting @fennec12,


 Thank you for reaching out on the Community Forums. This not the experience we want for our customers and I would like the opportunity to assist you with getting this resolved. I will need more information in order to better assist you further. I will be sending you a private message to your Forums Inbox, so we may communicate in a secure setting.



Please keep an eye out for a private message from me in your Forums inbox.



Thank you!



Traci, AT&T Community Specialist



Contributor

 • 

1 Message

3 y ago

AT&T and direct TV sales reps are trained to lie. I've been through their training. I recommend to everyone when talking to utility companies to record your calls. 

Need help?
Fix, replace or check device delivery
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.