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Alleycat5404's profile

4 Messages

Thursday, November 30th, 2023 2:59 PM

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.

Accepted Solution

ACE - Master

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10K Messages

3 months ago

The people at Costco are not AT&T employees.  They are contractors for an independent authorized retailer, and AT&T isn’t responsible for any misrepresentations or errors they make.  That said, there is no way that a monthly bill will be exactly the same down to the cents every single month.  Those taxes, and admin and government fees, seem to vary a few cents month to month

Accepted Solution

ACE - Expert

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14K Messages

3 months ago

Dollar values alone don't mean much.

My bill for 10/7 to 11/6 was $137.29

What is that for? What plan, phone installments, insurance, etc.

What plan was on your original order? Did you purchase a phone on installments? 

4 Messages

3 months ago

Thanks.   But that doesn't account for the AT&T escalations dept telling me that my  bill (including taxes and fees) would $105.66.   My monthly bills have been $20 - $35 higher each month.   Not a few cents month to month

ACE - Sage

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116K Messages

3 months ago

Pricing quotes from AT&T will include the cost of service and the cost of your phones. Taxes and fees are extra. Always extra.

    And they would *not* be included in any quote.   They can't be because taxes and fees vary by your local tax rate.  

Anyone who told you they were included was wrong. They're not. AT&T is not going to honor a lie by a 3rd party that rents space in a big box store.

You were told repeatedly that your bill was correct or would be corrected and it was. You just expected taxes and fees to be included and they can't be.  The base price before taxes and fees should be correct.  

And you misunderstood @dwill05  comment

"Those taxes, and admin and government fees, seem to vary a few cents month to month". 

 Taxes and fees are anywhere between $5 and $10 per line depending on what state city and local taxes are in your area. Those taxes are pass through. 

   Taxes change approximately every 3 months. Very rarely do they go down, but it's possible. Most likely they go up a little bit.  Typically they go up or down by just a few cents every quarter.

Community Support

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229.7K Messages

3 months ago

Hello @Alleycat5404, we're here for you, and we understand your situation. We at AT&T want the best for our customers. 

 

Please meet us in a DM, because we need some account related information, and let's get this sorted for you. We have already initiated a DM for you, 

We look forward to speaking with you!

Thank you for contacting AT&T Community Forums.

 

-Sia, AT&T Community Specialist.

 

 

 

Tuesday

4 Messages

3 months ago

Wow.   You cherry pick that I purchased my plan and phones and that the quote came from a Costco kiosk. For some reason that seems to just give these companies a total pass?

  You do not respond about the AT&T customer service escalation representative assuring me of my monthly amount which included all taxes and fees.    This AT&T employee is NOT a third party vendor.   This conversation, I was told, was recorded with AT&T.   The proof would be in the recording.   And "formerly known as" how in the world would you know what I "have been told repeatedly "??.  The billing amount from AT&T has been a moving target and since 11/13 they haven't told me anything "repeatedly" as to what I can expect for a monthly billed amount.   

What a joke

ACE - Master

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10K Messages

3 months ago

File a BBB complaint, which will get you a call back from AT&T upper management, play them the recording, and see how it goes.  Hopefully, it’s a recording that you have.  If you’re depending on AT&T to have the recording and find it, you may be disappointed.  Not all conversations are recorded, they may be recorded for QA purposes, and they may not be kept.

4 Messages

3 months ago

That's the best comment so far, Dwill05.    I called Costco customer service and filed a complaint with them.   I have completed the form with a complaint to  BBB but have not hit the "send" button yet.   I am expecting one more call back from AT&T once Costco has a conversation with them.   Costco rep told me that would be their course of action.  If there is no satisfaction with that phone call, I will send the complaint to BBB.   

ACE - Expert

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23.8K Messages

3 months ago

@Alleycat5404  Don't wait for the call back, which may never come. File the BBB complaint now to get it in the system so BBB can forward it to AT&T Corporate. Have all of your documentation in order. You should get a call back from a Senior Manager in the Office of the President. That's as high up a customer can go in AT&T to lodge a complaint.

ACE - Expert

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14K Messages

3 months ago

 You cherry pick that I purchased my plan and phones and that the quote came from a Costco kiosk.

The billing amount from AT&T has been a moving target and since 11/13 they haven't told me anything "repeatedly" as to what I can expect for a monthly billed amount.   

And you cherry picked responding to the comment where you could be indignant rather than providing any information which could help you figure out what's going on.

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