Told One Thing, Billed Another

Mentor

Told One Thing, Billed Another

[ Edited ]

I called on Saturday, 11/2/13 to see if I could get a better deal as my contract ends in January. My current plan was 12Mbps for $36 a month (with a $15 credit). I was told I could upgrade to 24Mbps for $33 a month. I agreed. I logged into my account this morning and was shocked to find I am being billed at $66 a month!

 

How can this happen?  I went on to chat since all the offices are closed on Sunday and he said I could not go back to my old plan, that rate is for new customers, and there are no promotions for existing customers.  What the heck is going on? She clearly knew I was an existing cutomer as I gave her my account number and phone passcode. I repeated back to her what she told me, to make sure I understood her correctly.  Are they on a commission or something? Are there qoutas? 

 

I am furious at being scammed by an ATT representive and need help to get this resolved please. I would rather not be on a long hold and getting tranferred to another department several times.  I cannot believe this. This is really bad and infuriating. I have an ATT landline and Uverse Internet. I am a long time customer, pay my bills on time and yet was flat out lied to. 

 

EDIT: I have copied and pasted the above post and sent it to customer care.  I included my account number, name, phone number and best time to reach me.  Hopefully there will be a message from them when I get home from work.

Message 1 of 7 (647 Views)
Employee

Re: Told One Thing, Billed Another

Sorry to hear of your experience, Retentions is the department you need to speak with, call say cancel account will get you to RETENTIONS,there is job is to keep you as a customer. However,my understanding is unless you add additional service(s) such as VOIP (getting rid of landline) or IPTV to receive bundle pricing, the best currently for internet only accounts is $11.05 off list prices.

List prices PRO $41, Elite $46, MAX $51, MAX PLUS $56, MAX TURBO $66, subtract $$11.05 off any for promotion pricing.
Fo return to 12M (MAX) 51-11.05 for $39.95...these are promotions for NEW CUSTOMER but would expect RETENTIONS to offer something similar.
Employee Contributor*
*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 (589 Views)
Mentor

Re: Told One Thing, Billed Another

[ Edited ]

Thanks for the reply. The woman I spoke with was supposedly in customer retention and she didn't even do the $11.05 that you mentioned and what is posted on the site.  I complained about an issue I had with both my phone and Uverse that required a truck roll to fix and she did put through a $25 credit.

 

I am so disappointed that she apparently thought I could be taken advantage of. There has to be a record of who it was.  I can't remember her name at the moment. Do recall she was in CT.

 

According to my account summary, I have no contract. "Term Agreement Ended. You are currently not under any term agreement and may be eligible for an upgrade".  I am now strongly considering cable, move land line to Ooma and be done with AT&T.  I can get 30Mbps down for $40 intro price and $50 after. That is more than I want to pay or need, but it's less than the rip-off price from AT&T.  

 

This isn't my first rodeo and I repeated back what she quoted me.  I don't appreciate being lied to.

 

Prior to the last couple of years on Uverse, I was a DSL subscriber for several years.  About 8 years for that and land line.  I guess one customer who pays their bill regularly for both services doesn't mean much.

Message 3 of 7 (577 Views)
Community Manager

Re: Told One Thing, Billed Another

Hello STL

 

I'm very sorry for your recent bad experience with AT&T, we'll be able to help you with that! I want to let you know that I received your private message and our U-verse specialists team got your message too. Our U-Verse guys are amazing and one of them will be contacting you within 2 business days to help.

 

In a meantime, feel free to reach out to me if you have any questions.

 

Thank you,

Dmitriy


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Employee Contributor*
*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 4 of 7 (556 Views)
Mentor

Re: Told One Thing, Billed Another

[ Edited ]

Thanks. I appreciate that. I will send you a PM with my email address. All other information was in my previous PM. 

 

I am not having any problem with the Internet.  So I am a little confused why the Uverse team will be contacting me.  (Unless they can straighten out the charge).

 

Thanks again.

 

 

Message 5 of 7 (545 Views)
Mentor

Re: Told One Thing, Billed Another (Solved)

Came home from work to an email from ATT Customer Care.  Everything has been taken care of and is resolved.

 

Appreciate the assistance and fast turnaround time.

Message 6 of 7 (507 Views)
Community Manager

Re: Told One Thing, Billed Another (Solved)

And we thank you for stopping by to let us know! Please feel free to come back to our Forums anytime you have a question. It was our pleasure assisting you.

 

Thank again,

Dmitriy


Rethink Possible


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: Learn More.

Employee Contributor*
*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.
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