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Why do I keep getting the runaround?

Tutor

Why do I keep getting the runaround?

I have contact ATT several times. The most recent time I was assured the billing issue was resolved and the credit was applied to the DTV account. I have yet to see it. You have charged me over $118 so far for HBO which was supposed to be FREE. Where is this credit? Why was I lied to yet again!?! Why should I bother to keep DTV or ATT? I’ve been an ATT customer since 1994 and a DTV customer for several years. Why can I not get an honest representative that actually does what they claim? I have the chat transcript and I have done everything right. So much for loyalty. 

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Message 1 of 7
Administrator

Re: Why do I keep getting the runaround?

Hi @KCocoa48!

We'd love to look into this for you here! To fully assist with this issue further, we will need to look over your account and billing concern in more detail.

I am sending you a private message (PM) to help in this matter. Please check and reply to my message. I look forward to your response and the opportunity to help you!


Yetty, AT&T Community Specialist


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Message 2 of 7
Tutor

Re: Why do I keep getting the runaround?

Seven long distance trips to speak with someone face-to-face between April and August, four discussions with four different representatives just this month, over $118 in charges still unresolved, empty promises and zero results every single time. At this rate I should be charging ATT/DTV just for the effects of the stress and frustration on me and my family. Why is it such a convoluted process?  

Message 3 of 7
Tutor

Re: Why do I keep getting the runaround?

After already talking to 7 different representatives, I am provided a phone number and extension to call in order to get this resolved. I call the number, but I get a message that my phone is unauthorized to call that number. So, I call 611 and after the very annoying AI, I get Lisa who claims the ONLY way we can watch HBO is through the WatchTV app. This is contradictory to what was promised. I told her I kept copies of everything and I can prove it. She then transferred me without saying anything to me or the next rep. Amy. Amy says she cannot do anything in her department about the credits or the fact Fatima screwed everything up even more. She transferred me and after a 35 min hold, I get Marie. Marie gives me about 30 seconds then says she has to transfer me and does do without warning. After another LONG hold, I get Maria. Maria claims she has to verify HBO is supposed to be free. She claims she will escalate the issue and place HBO back on the DTV Genie. Any time I asked about credit for previous charges, she only launches into an explanation of current charges. It's like that's all she understands and doesn't give a crap about anything else. I already understand current and monthly charges! I want the credit applied to the account!!!!! ATT/DTV owes me $123.13 plus any late charges that will apply to my account this month! When I ask her again about the credit, she hangs up on me!!

So, yet ANOTHER call to DTV, another wait cue, another representative. This time I get Kris, who goes through the same process of verifying and reading over the notes then making sure she knows what my issues are. It should be rather apparent what is wrong. HBO should be on the DTV Genie, the $17.99 charge should be credited the same month, and the previous charges, late fees for this month, and the additional promised $5 for the frustration that Zeus claimed to have applied. Kris claims I need to re-register the HBO through a web site but disputes any credits due. I am repeatedly placed on hold. This is ridiculous. How difficult can this be to understand? And really, $5 for frustration? 

Message 4 of 7
Tutor

Re: Why do I keep getting the runaround?

Kris could not understand the simple fact that I am owed money for paying for HBO each month, which should have been free. She claimed she could not see any charges for HBO, therefore, she could not apply any credit for HBO. Wow, really? How blind do you have to be not to see "HBO . . $17.00" every single month? Then she says she cannot apply any credits because the bill for this month has not been paid. Seriously? That's not only stupid, but it's also a flat out lie. I demanded to speak to a manager or someone above her who could read and actually do something. It took several times of refusing to listen to her rabble before she finally transferred me to Marvie, a supervisor. She is the 6th person I've talked to on the phone today, the 11th person I've talked to either through the chat or on the phone and kept records of, just this month. That's not including all of the 45 minute (one-way) trips to the ATT store or the chats and phone calls made between March and August. Marvie seems to be actually attempting to fix at least the issue of no longer having HBO on the DTV Genie, which is thanks to Fatima's idiocy. So far, Marvie says the system will not allow her to replace HBO on the Genie where it was from February until Fatima screwed everything up. We'll see if she can do anything about the charges being credited. I have very little faith that anything will be fixed, much less my money back. I've been with ATT since 1996 and for the first time I am considering other providers. Just give me what was promised and refund the charges that should never have been added to the account. How hard is that?

Message 5 of 7
Tutor

Re: Why do I keep getting the runaround?

Marvie promises that by going through the chat feature on attwatchtv.com/faq that they will be able to fix what Fatima did and put HBO back on the Genie, AND apply the credit for all those charges. The first attempt gave me Sam, who took a moment to look over the notes and transferred me (with a whole one-second notice) to Albie, who, after reading the notes did the exact same thing. I was dumped into a chat with Kevin, who never once bothered to type anything at all. So, exit the chat, reenter the chat cue and I get Rose. She does the exact same thing, reads notes, transfers. I get Rafael and the first thing I tell him is that if he is not high enough he can't help me and to transfer me to a supervisor. He does and I end up with ***** who tells me that he can't do anything at all about the issues, he can only add HBO as a subscription for a fee. Well, since nobody else could put it back I had him do that. Whatever Fatima did made it impossible for anyone else to add it back. He says I have to contact the sales department to ask about the promotion. Man am I beyond furious. Of course, they are closed. I just spent the last seven hours on the phone and this chat trying to get this fixed! We are right back where we started only feeling rather sour about ATT and DTV. Oh, and Matthew, if you decide to respond again, at least provide a phone number that I can actually contact you on, and only if you can actually place the credits on the DTV account and make sure that next month I am not charged for HBO.

 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]

Message 6 of 7
Tutor

Re: Why do I keep getting the runaround?

I received another reply from Matthew, but it's worded EXACTLY the same. As I have stated previously and replied to Matthew's PM, I cannot call that number. I get a recording that states my phone is unauthorized to call that number. I've tried visiting the nearest ATT store, phone calls, twitter, forums, and chat at various ATT/DTV sites. Nothing is resolved. Today, I'll be close to that store again and plan on dropping in. This has been going on for MONTHS and NOBODY can resolve it. I'm furious. Here's the PM I keep getting:

 

Hi @KCocca48,

 

I have found the solution, to both of your problems. However, we cannot do this in written form.  If you could please give me a call at 1-800-288-1233 ext 48116, between the hours of 8am and 5pm Tuesday-Saturday. 

 

I am awaiting for you call.

 

Matthew, AT&T Community Specialist

 

 

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