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Posted Dec 13, 2013
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AT&T Representative lied repeatively with my U-Verse Internet order
Edited by Phil-101 on Dec 13, 2013 at 7:41:23 PM

Today I called AT&T Uverse to cancel my previous order and customer relation (877-999-****) offered me the following deal to get me to stay as long as I agreed to a "1-yr contract", which I did.

 

Max Plus 18M Internet for $29.95/month with equipment fee included, no installation, activation, or other one time charge whatsoever.  And he promised me that he will sent me the confirmation email listing all the order detail.  He even go as far as give me an att email address, ****@att.com, to make me feel he is with me all the way in case anything happened.

 

To my surprised, there is no confirmation after hours of waiting.  And when I called back to checkup on the status of the order, the service representative told me there will be a $100 installation fee.

Sure enough, when I check order status online at https://www.att.com/eos/unauth/eosLogin?productType=uverse&source=IAWS000000000000u, it shows the order detail as $59 monthly and a $100 one time charge.

 

ITEM Each item included in your order is listed below. QUANTITY ITEM STATUS This is the status of individual items included in your order. MONTHLY CHARGES ONE TIME CHARGE

AT&T U-verse Technology
Residential Gateway A device used to access AT&T U-verse service. A computer can be connected to the Residential Gateway using an Ethernet cable, a USB cable, or a wireless connection for all the high-speed Internet needs of your home. 1 Active $0.00 $0.00
Internet Gateway 1 Active $0.00 $33.33
RETENTION ONLY Replacement Gateway 1 Active $0.00 -$33.33
AT&T U-verse High Speed Internet
AT&T U-verse Internet 1 Active $56.00 $0.00
Installation of AT&T U-verse Internet 1 Active $0.00 $33.00
Totals
AT&T U-verse Technology $0.00 $0.00
AT&T U-verse High Speed Internet $56.00 $99.00
All Other Services $0.00 $66.00
Total Monthly and One Time Charges $56.00 $99.00

 

And what the hack is "All Other Services"

 

Bait and Switch? Who can I report to higher up to report this kind of lying?  I was very happy with AT&T when I had DSL before but now this?  What could have gone wrong with the current AT&T? Very sad!!

 

Please help!

 

[Edited to comply with Guidelines]

Today I called AT&T Uverse to cancel my previous order and customer relation (877-999-****) offered me the following deal to get me to stay as long as I agreed to a "1-yr contract", which I did.

 

Max Plus 18M Internet for $29.95/month with equipment fee included, no installation, activation, or other one time charge whatsoever.  And he promised me that he will sent me the confirmation email listing all the order detail.  He even go as far as give me an att email address, ****@att.com, to make me feel he is with me all the way in case anything happened.

 

To my surprised, there is no confirmation after hours of waiting.  And when I called back to checkup on the status of the order, the service representative told me there will be a $100 installation fee.

Sure enough, when I check order status online at https://www.att.com/eos/unauth/eosLogin?productType=uverse&source=IAWS000000000000u, it shows the order detail as $59 monthly and a $100 one time charge.

 

ITEM Each item included in your order is listed below. QUANTITY ITEM STATUS This is the status of individual items included in your order. MONTHLY CHARGES ONE TIME CHARGE

AT&T U-verse Technology
Residential Gateway A device used to access AT&T U-verse service. A computer can be connected to the Residential Gateway using an Ethernet cable, a USB cable, or a wireless connection for all the high-speed Internet needs of your home. 1 Active $0.00 $0.00
Internet Gateway 1 Active $0.00 $33.33
RETENTION ONLY Replacement Gateway 1 Active $0.00 -$33.33
AT&T U-verse High Speed Internet
AT&T U-verse Internet 1 Active $56.00 $0.00
Installation of AT&T U-verse Internet 1 Active $0.00 $33.00
Totals
AT&T U-verse Technology $0.00 $0.00
AT&T U-verse High Speed Internet $56.00 $99.00
All Other Services $0.00 $66.00
Total Monthly and One Time Charges $56.00 $99.00

 

And what the hack is "All Other Services"

 

Bait and Switch? Who can I report to higher up to report this kind of lying?  I was very happy with AT&T when I had DSL before but now this?  What could have gone wrong with the current AT&T? Very sad!!

 

Please help!

 

[Edited to comply with Guidelines]

AT&T Representative lied repeatively with my U-Verse Internet order

[ Edited ]
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Dec 13, 2013 7:13:22 PM
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Seems to be a pattern

Seems to be a pattern

Re: AT&T Representative lied repeatively with my U-Verse Internet order

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Dec 13, 2013 8:29:34 PM
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Do not know what deals RETENTIONS can offer, do know what is available to new customers based on website.

$29.95 12 month internet is PRO (3/1) not MAX PLUS (18/1.5) normal price $56.
RG required purchase $100, appears being made in (3) installments of $33 WITH matching credit, thus charged but not charged for RG (free).

As your purchasing the RG (1 yr warranty) there would be no lease fee.

There is a one time activation fee of $49, but where the other $17 ( all other charges ) not sure unless taxes, fees.

My understanding is
generally can receive either a $100 credit (gift card) and pay normal price (seems how order written) OR
Receive $11.05 discount off monthly internet fee (56-11.05=44.95) and no credit paying $100 for RG.
Do not know what deals RETENTIONS can offer, do know what is available to new customers based on website.

$29.95 12 month internet is PRO (3/1) not MAX PLUS (18/1.5) normal price $56.
RG required purchase $100, appears being made in (3) installments of $33 WITH matching credit, thus charged but not charged for RG (free).

As your purchasing the RG (1 yr warranty) there would be no lease fee.

There is a one time activation fee of $49, but where the other $17 ( all other charges ) not sure unless taxes, fees.

My understanding is
generally can receive either a $100 credit (gift card) and pay normal price (seems how order written) OR
Receive $11.05 discount off monthly internet fee (56-11.05=44.95) and no credit paying $100 for RG.
*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.

Re: AT&T Representative lied repeatively with my U-Verse Internet order

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Dec 18, 2013 9:24:57 AM
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Community Support

@Kyukun , I'm sorry to hear you're not receiving the promotion the representative offered. I can only imagine how frustrating this is.  Have you been able to get it straightened out? 

 

We have an excellent team of specialists who can look in to this for you.  If you send us a private message here with your full name, account number, contact information and the best time you can be reached, one of our managers will be in touch within 2 business days to try to resolve this for you. 

 

Thanks,

 

ATTJulieCS

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

@Kyukun , I'm sorry to hear you're not receiving the promotion the representative offered. I can only imagine how frustrating this is.  Have you been able to get it straightened out? 

 

We have an excellent team of specialists who can look in to this for you.  If you send us a private message here with your full name, account number, contact information and the best time you can be reached, one of our managers will be in touch within 2 business days to try to resolve this for you. 

 

Thanks,

 

ATTJulieCS

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

*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.

Re: AT&T Representative lied repeatively with my U-Verse Internet order

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Dec 18, 2013 12:25:02 PM
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The truly sad thing is that apparently this happens so often that they have to have a team of specialists to handle it.

The truly sad thing is that apparently this happens so often that they have to have a team of specialists to handle it.

Re: AT&T Representative lied repeatively with my U-Verse Internet order

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Dec 18, 2013 1:38:47 PM
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Edited by ATTJulieCS on Dec 18, 2013 at 1:39:28 PM

@dydxlnx , I'm glad to see you saw my reply. We look forward to receiving your PM so we can help! The team of specialists we have are here to assist all our customers with any issues they may have, with any and all our product lines. 

 

We hope to get this resolved for you. 

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

@dydxlnx , I'm glad to see you saw my reply. We look forward to receiving your PM so we can help! The team of specialists we have are here to assist all our customers with any issues they may have, with any and all our product lines. 

 

We hope to get this resolved for you. 

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

*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.

Re: AT&T Representative lied repeatively with my U-Verse Internet order

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Dec 18, 2013 2:46:13 PM
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They don't give full transparency.  The math makes sense, none of that bugs me, and if they try to play games with me, I can bark right back at them over the phone until they say "uncle.".  It's the complete lies they will tell you to get you to sign the contract in the first place, complete and utter fabrications, really going to great lengths to make up tall tales.  If it hadn't been such a huge production and such a huge problem to get everything installed, I would have had them come back and rip it out two days after they put it in.  The whole 450 channel line up is a horrible disappointment and the saleperson flatly made up lies in order to get me to sign the contract.  She lied and told me that there would be certain stations available that were not there, otherwise I never would have signed.  I hate UVerse, and I'm so seriously angry about all of this, and all of the lies about the pricing and all of it.  And I'm even madder still that we made the switch over to VoIP technology, which I did not completely understand at the time, but now, after all the security breaches that we've been subjected to, it is clearly due to the VoIP technology, and we are being hit from everywhere.  This is the worst.  When everything coming into my house was hard wired, my data was more secure.  Thanks for selling me out ATT.  If I had a choice, I'd leave.  

They don't give full transparency.  The math makes sense, none of that bugs me, and if they try to play games with me, I can bark right back at them over the phone until they say "uncle.".  It's the complete lies they will tell you to get you to sign the contract in the first place, complete and utter fabrications, really going to great lengths to make up tall tales.  If it hadn't been such a huge production and such a huge problem to get everything installed, I would have had them come back and rip it out two days after they put it in.  The whole 450 channel line up is a horrible disappointment and the saleperson flatly made up lies in order to get me to sign the contract.  She lied and told me that there would be certain stations available that were not there, otherwise I never would have signed.  I hate UVerse, and I'm so seriously angry about all of this, and all of the lies about the pricing and all of it.  And I'm even madder still that we made the switch over to VoIP technology, which I did not completely understand at the time, but now, after all the security breaches that we've been subjected to, it is clearly due to the VoIP technology, and we are being hit from everywhere.  This is the worst.  When everything coming into my house was hard wired, my data was more secure.  Thanks for selling me out ATT.  If I had a choice, I'd leave.  

Re: AT&T Representative lied repeatively with my U-Verse Internet order

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Dec 18, 2013 5:57:57 PM
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your not the only one. uverse tries to get me to switch my plans, alleging that I will save more money. Lies and more lies.

your not the only one. uverse tries to get me to switch my plans, alleging that I will save more money. Lies and more lies.

Re: AT&T Representative lied repeatively with my U-Verse Internet order

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Jun 14, 2014 12:34:23 AM
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I had a similar issue.  I have AT&T Intertnet Max Speed 18 and recently re-established my U-verse TV after receiving hundreds of luring offers in the past year.  I spoke to a Representative by the name of Tevares and he offered me a great deal for U300 for $75 per month for 12 months and the same internet I had and was paying $61 for $19.99 for 12 months as well.  It was all lies.  My first bill just posted and was deducted from my bank account.  The amount didn't add up so I checked the detail which shows the regular price of $92 for the U300 package & $56 for the Internet Max Speed 18.  

I figured this is an oversight so I called Customer service.  The first time I was simply negleted by the representative that answered by the name of Kimberly.  I wasted 25 minutes so I called again and now got someone who appeared to be more helpful and transferred me to an Account Specialist who she said would correct the charges.  That was not true.  However, what was more disturbing is that she said that the package and pricing I was offered and signed up for by Tevares did not exist.  Therefore, she could not  do anything to honor that pricing.  I told her I wanted to escalate the issue to a Supervisor or Department Manager and she said she would email a request which would be returned within 24 to 48 business hours.  Today is Friday so she said I shouldn't expect to hear back from them until Tuesday of next week.

 

I asked her for the Business Ethics Department and she said AT&T did not have any such department.  I asked who oversees quality of customer service and she said it was the billing department.  This is ludacris.  Of course, I just spent 45 mintues on this website looking for the company's complaint process or department and I find nothing.  So all I apear to have an option is to leave this post.  To pray and hope that someone at AT&T reads these posts.  Sadly, I am not the only customer posting they have been lied to by an AT&T representative.  What kind of company allows deception and lying to lure customers into products at prices that don't exist?  This needs to be investigated & there are plenty of TV stations in LA that love this such consumer stories.

I had a similar issue.  I have AT&T Intertnet Max Speed 18 and recently re-established my U-verse TV after receiving hundreds of luring offers in the past year.  I spoke to a Representative by the name of Tevares and he offered me a great deal for U300 for $75 per month for 12 months and the same internet I had and was paying $61 for $19.99 for 12 months as well.  It was all lies.  My first bill just posted and was deducted from my bank account.  The amount didn't add up so I checked the detail which shows the regular price of $92 for the U300 package & $56 for the Internet Max Speed 18.  

I figured this is an oversight so I called Customer service.  The first time I was simply negleted by the representative that answered by the name of Kimberly.  I wasted 25 minutes so I called again and now got someone who appeared to be more helpful and transferred me to an Account Specialist who she said would correct the charges.  That was not true.  However, what was more disturbing is that she said that the package and pricing I was offered and signed up for by Tevares did not exist.  Therefore, she could not  do anything to honor that pricing.  I told her I wanted to escalate the issue to a Supervisor or Department Manager and she said she would email a request which would be returned within 24 to 48 business hours.  Today is Friday so she said I shouldn't expect to hear back from them until Tuesday of next week.

 

I asked her for the Business Ethics Department and she said AT&T did not have any such department.  I asked who oversees quality of customer service and she said it was the billing department.  This is ludacris.  Of course, I just spent 45 mintues on this website looking for the company's complaint process or department and I find nothing.  So all I apear to have an option is to leave this post.  To pray and hope that someone at AT&T reads these posts.  Sadly, I am not the only customer posting they have been lied to by an AT&T representative.  What kind of company allows deception and lying to lure customers into products at prices that don't exist?  This needs to be investigated & there are plenty of TV stations in LA that love this such consumer stories.

Re: AT&T Representative lied repeatively with my U-Verse Internet order

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Jun 14, 2014 4:23:35 AM
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IvankaOC wrote:

I had a similar issue.  I have AT&T Intertnet Max Speed 18 and recently re-established my U-verse TV after receiving hundreds of luring offers in the past year.  I spoke to a Representative by the name of Tevares and he offered me a great deal for U300 for $75 per month for 12 months and the same internet I had and was paying $61 for $19.99 for 12 months as well.  It was all lies.  My first bill just posted and was deducted from my bank account.  The amount didn't add up so I checked the detail which shows the regular price of $92 for the U300 package & $56 for the Internet Max Speed 18.  

I figured this is an oversight so I called Customer service.  The first time I was simply negleted by the representative that answered by the name of Kimberly.  I wasted 25 minutes so I called again and now got someone who appeared to be more helpful and transferred me to an Account Specialist who she said would correct the charges.  That was not true.  However, what was more disturbing is that she said that the package and pricing I was offered and signed up for by Tevares did not exist.  Therefore, she could not  do anything to honor that pricing.  I told her I wanted to escalate the issue to a Supervisor or Department Manager and she said she would email a request which would be returned within 24 to 48 business hours.  Today is Friday so she said I shouldn't expect to hear back from them until Tuesday of next week.

 

I asked her for the Business Ethics Department and she said AT&T did not have any such department.  I asked who oversees quality of customer service and she said it was the billing department.  This is ludacris.  Of course, I just spent 45 mintues on this website looking for the company's complaint process or department and I find nothing.  So all I apear to have an option is to leave this post.  To pray and hope that someone at AT&T reads these posts.  Sadly, I am not the only customer posting they have been lied to by an AT&T representative.  What kind of company allows deception and lying to lure customers into products at prices that don't exist?  This needs to be investigated & there are plenty of TV stations in LA that love this such consumer stories.


I would recommend you send a private message to AT&T Customer Care using the link below.

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773


IvankaOC wrote:

I had a similar issue.  I have AT&T Intertnet Max Speed 18 and recently re-established my U-verse TV after receiving hundreds of luring offers in the past year.  I spoke to a Representative by the name of Tevares and he offered me a great deal for U300 for $75 per month for 12 months and the same internet I had and was paying $61 for $19.99 for 12 months as well.  It was all lies.  My first bill just posted and was deducted from my bank account.  The amount didn't add up so I checked the detail which shows the regular price of $92 for the U300 package & $56 for the Internet Max Speed 18.  

I figured this is an oversight so I called Customer service.  The first time I was simply negleted by the representative that answered by the name of Kimberly.  I wasted 25 minutes so I called again and now got someone who appeared to be more helpful and transferred me to an Account Specialist who she said would correct the charges.  That was not true.  However, what was more disturbing is that she said that the package and pricing I was offered and signed up for by Tevares did not exist.  Therefore, she could not  do anything to honor that pricing.  I told her I wanted to escalate the issue to a Supervisor or Department Manager and she said she would email a request which would be returned within 24 to 48 business hours.  Today is Friday so she said I shouldn't expect to hear back from them until Tuesday of next week.

 

I asked her for the Business Ethics Department and she said AT&T did not have any such department.  I asked who oversees quality of customer service and she said it was the billing department.  This is ludacris.  Of course, I just spent 45 mintues on this website looking for the company's complaint process or department and I find nothing.  So all I apear to have an option is to leave this post.  To pray and hope that someone at AT&T reads these posts.  Sadly, I am not the only customer posting they have been lied to by an AT&T representative.  What kind of company allows deception and lying to lure customers into products at prices that don't exist?  This needs to be investigated & there are plenty of TV stations in LA that love this such consumer stories.


I would recommend you send a private message to AT&T Customer Care using the link below.

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

*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.

Re: AT&T Representative lied repeatively with my U-Verse Internet order

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