Not honoring pricing from sales rep at point of sale nor honoring pricing from their escalations representative
In May 2023 I switched to AT&T. This was done at a Costco kiosk. The sales rep assured me my monthly bill, a total which included taxes and fees, would be $103 per month. He explained that the first month would be in excess of $103 while the discounts were being applied, but that AT&T would credit me on the second month for the over charge. My first bill which covered May 4th to the 6th was $187.66. The next bill from May 7th to June 6th was $163.98. The next bill from June 7th to July 6th was $179.91.
On July 12th I contacted AT&T to get this corrected. I spoke to escalations. The AT&T escalations representative computed the overages and gave me a credit on my account. He assured me that my monthly bill moving forward would be $105.66. We specifically spoke about taxes and fees and the escalations rep assured me that the all in monthly costs, including taxes and fees, would be $105.66. This was on a recorded AT&T line.
My bill for 7/7 to 8/6 was $128.27.
My bill for 8/7 to 9/6 was $121.93.
These two bills did not appear on my statement as that amount, due to the credit that my account received. I did not pay specific attention to the amounts of the entire bill at that time. Later I realized that I was still being overcharged.
My bill for 9/7 to 10/6 was $137.29
My bill for 10/7 to 11/6 was $137.29
I contacted escalations on 11/13 and another ticket was started.
Since 11/13/23 I have had 5 conversations with escalations regarding the overages on my bill. I have asked them to honor the $103 (all in) original quote from the sales rep at Costco at the point of sale. I asked them to listen to and honor the recorded conversation that I had with their escalation rep on 7/12/23 where he assured me that the all in monthly bill would $105.66. Since 11/13/23 each escalation person I spoke to has given me a different reason or a variation of why my bill now is going to be higher. The last two representatives now state that the bill will be $136/month. They said the Costco AT&T sales person quote did not include taxes and fees, even though I assured them that the rep told me it included taxes and fees. They said my AT&T portion of the bill will now be $108 per month and the additional taxes and fees will make my bill $136 per month. I asked them repeatedly to listen to the recorded message from 7/12 where escalations told me my all in bill would $105.66. They avoided my request and would not comment or address why their escalations told me that in my phone call with them from 7/12/23.
Needless to say this has been very time consuming and frustrating. I explained to them that I expected my bill to be $103 per month and that $136 was unacceptable. I also contacted Costco corporate and was told that they would be contacting AT&T on my behalf. I am awaiting another call back from AT&T as of this writing.