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Loyalty rep. not following through on his offer

Contributor

Loyalty rep. not following through on his offer

I am a Directv customer and have been for a no. of years. My most recent bill went up from 92.00 to 145.00. I contacted customer service to plead for a reduction to what I had been paying. Of course I was hung up on after a half hour or so as I was being transferred to a supervisor. I called back on 8/8/19 and got to another supervisor named Irving. This was 3:02:49 P.M. After 43 min. 22 sec, of conversation he offered me 12 months of service for 92.48. Irving supposedly worked in the loyalty area due to my length of time with Directv. The order # is 5069818405A. I think his ID is IC0362. I was satisfied with this and I also agreed to remove HBO from my service and add Showtime back. On 8/9/19 I called Directv back due to having no HBO and no Showtime. I asked what my monthly billing would now be since my conversation with Irving the day before and the amount he stated I would be paying. Of course the amount of 92.48. had grown in one day to 102.46. I asked how it had gone up from the day before and the agreed upon amount given by Irving. I ended in the loyalty area again and after an hour or more on the phone the gentlemen did see where I had spoken to Irving and gave me the info. on the order and ID noted above. I now have no idea what I will be paying and it was suggested by my 8/9/19 call to reach out to ATT complaints. I see there is no easy way to find ATT complaints but I am trying here. I would like to pay what the Directv rep. offered of 92.48 and move on. Please respond or forward this to the right place if possible. Thanks

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Message 1 of 7
Employee

Re: Loyalty rep. not following through on his offer

there is no complaints  dept, if you call and ask for complaints they will forward you to retention (loyalty) its very possible that even though the agent is offering you something the computer is kicking it out as your promotions have run out.i see this happen all the time in the forums since were in a computer age and the computers  have the final say with the agents not able to over ride. happens with promotions, payments arrangements etc

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 7
ACE - Expert

Re: Loyalty rep. not following through on his offer

As a long-time customer, why did your bill go up from $92 to $145 in the first place?  That sounds like a new customer incentive expired.  What changed?

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 3 of 7
Contributor

Re: Loyalty rep. not following through on his offer

Thanks for response. Yes, I did have something that had lowered my bill expire. In order to keep my Directv affordable, I have to argue at least once a year with the customer service area. I am satisfied with the service and other than the never ending price increases with Directv I don't have a problem. However, When I finally speak to someone that gives me a package price I can live with and then the next day I find he (customer service rep., Irving) was not truthful and I did not get the package as stated, it makes me want to just cancel and move to another provider. If our conversations are really recorded, it should be easy with the info. I have given to listen and honor what I was told on 8/8/19. Thanks for your assistance and let me know if I can provide anything else towards resolving this.


Message 4 of 7
Employee

Re: Loyalty rep. not following through on his offer

@ag3892892  not every call is recorded, they are randomly chosen and the rep on the phone doesnt know when or if the call is recorded, only legal can pull the calls that are recorded. and thats determined by a court order or corporate to review for training purposes to update policy

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 5 of 7
Contributor

Re: Loyalty rep. not following through on his offer

Any suggestions as to what I was told and how to move forward with my account billing?. Is there a way to get to a supervisor or someone in the loyalty area to plead my case? I have spent to much time with Directv trying to keep an affortable rate. Thanks for any help on this.



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Message 6 of 7
ACE - Expert

Re: Loyalty rep. not following through on his offer


@ag3892892 wrote:
Any suggestions as to what I was told and how to move forward with my account billing?. Is there a way to get to a supervisor or someone in the loyalty area to plead my case? I have spent to much time with Directv trying to keep an affortable rate. Thanks for any help on this.



#- Please type your reply above this line -##

Not really. Try filing a complaint with BBB and FCC. 

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 7 of 7
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