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Terrible Customer Service Agent - LIED TO ME

Terrible Customer Service Agent - LIED TO ME

I called customer service today when I found that my bill was a few dollars higher than normal.  I called ATT and was told that ALL 3 gig accounts had be been arbitrarily changed to 6 gig (with a rate increase to go with it), without customer authorization because AT&T decided their customers wanted more band width, and I did not have an option to go back to the lower plan. When I asked to speak to a manager that could fix the issue he told me that even a manager could not fix my problem.  When I told him that ATT broke the law by changing the terms of our contract without all parties agreeing to the change, he told me he was transferring me to the cancellation department.  I said "Yes, please send me to escalations" and he said "Not escalations, cancellations" and hit the transfer button.  When the cancellations department answered and I went through the entire issue AGAIN, the gentleman in cancellations had my account changed in less than 5 minutes.  He looked to see if the first agent had made notation on my account, but low and behold, he had not (against ATT rules).  It's bad enough that we have to pay such outrageous amounts for cell and internet services, but to have a company just arbitrarily change my account without my authorization is not acceptable.   Then I get told falsehoods by the employees when I try to make them correct their error.  Per the 1st agent I spoke with, I have 10 months left under my contract.  ATT needs to show me they want to keep my business if they want me to renew.  I have had my current cell and internet service with AT&T for about 16 years, but will move on to greener pastures if their customer service does not improve.  Every encounter I have had with AT&T customer service has been terrible. 

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Message 1 of 28
Tutor

Re: Terrible Customer Service Agent - LIED TO ME

Thanks for the info. Going to look into it now!,,  same things everyone ‘‘tis talking about happen to me and I have been two weeks without phone and adding up all time spent on phone it’s the, or live chat I am going on 8 hrs!  Ridiculous 

Message 16 of 28

Re: Terrible Customer Service Agent - LIED TO ME

Why anyone still uses ATT is beyond me.  Fraudulent billing practices, lying customer service agents and average plans.  I have been with ATT for 15 years, never late on a bill and giving them $5k business yearly but am changing to T Mobile.

Message 17 of 28

Re: Terrible Customer Service Agent - LIED TO ME

ATT would rather charge extra hidden fees and use them to hire agents to waste hours and hours of customers’ precious time than to be honest and treat customers right.  They train agents to cheat, lie, trick and frustrate customers.  Most people are either too busy to notice billing discrepancies or too busy to fight or change company.  That’s how they make their short-term gain.  Guess what’s happening with their stocks?  Truly sad.

Message 18 of 28
ACE - Sage

Re: Terrible Customer Service Agent - LIED TO ME

I’ve been with ATT almost 5 years.  I read.   I read the website before I switched.    Read the terms of service, sales slips, etc.  

The bill.

Read your darn bill and know what you’re paying for.

Never had an unexpected charge.  

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
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 19 of 28
Tutor

Re: Terrible Customer Service Agent - LIED TO ME

To:

 

I read my contracts, I read ALL the fine prints and have a copy of them. I voice recorded ALL conversations with AT&T agents, save chat transcripts, emails AND took date stamped screenshots of any promotional deal. I take ALL these precautions because of experience dealing with crap like this.

 

Guess what. They just lied to my face and charged me a service fee ($99) for a Fiber 1000 Internet installation EVEN THOUGH the deal was with $99 fee waived. Even the current online deal (2/25/2019) still states that the $99 is waived. I called customer service rep and some dude in India named "James" (wouldn't give me his ID) said that the order number I gave is invalid and he has a different order number which doesn't have the $99 waived fee. And yes, I have the email proof of my order from att.com, I have a screenshot of the promo at the time I ordered AND a recording of "James". He wouldn't even let me send the proofs to him or send me to his superior

 

 So you might be a very lucky customer but don't assume that other people are as lucky as you. Fact is this is a *** company based on the number of complaints they get

 

[word filter avoidance]

 

AT&T offer 2019-02-25 at 4.51.43 PM 2.jpg

Message 20 of 28
ACE - Sage

Re: Terrible Customer Service Agent - LIED TO ME

Okay, so you read the deal, and saved it.   So make AT&T adhere to it.   The written agreements and published offers protect you and give you leverage if they aren’t followed.  James in the Call center is immaterial.   Now had you selected the 100 tier service, which clearly does not waive the fee, then I would give side eye for not reading the published offer.   

If a call to AT&T during regular business hours about their published offer doesn’t remove or credit the fee, then file a BBB complaint.  

    BTW, this is wireless (cell phones) not home internet.   I tell people to read because they often think they are entitled to something they aren’t, or think they have a service contract, which they don’t.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
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 21 of 28
ACE - Master

Re: Terrible Customer Service Agent - LIED TO ME


@kusumaw wrote:

To:

 

I read my contracts, I read ALL the fine prints and have a copy of them. I voice recorded ALL conversations with AT&T agents, save chat transcripts, emails AND took date stamped screenshots of any promotional deal. I take ALL these precautions because of experience dealing with crap like this.

 

Guess what. They just lied to my face and charged me a service fee ($99) for a Fiber 1000 Internet installation EVEN THOUGH the deal was with $99 fee waived. Even the current online deal (2/25/2019) still states that the $99 is waived. I called customer service rep and some dude in India named "James" (wouldn't give me his ID) said that the order number I gave is invalid and he has a different order number which doesn't have the $99 waived fee. And yes, I have the email proof of my order from att.com, I have a screenshot of the promo at the time I ordered AND a recording of "James". He wouldn't even let me send the proofs to him or send me to his superior

 

 So you might be a very lucky customer but don't assume that other people are as lucky as you. Fact is this is a *** company based on the number of complaints they get

 

[word filter avoidance]

 

AT&T offer 2019-02-25 at 4.51.43 PM 2.jpg


Have you actually received a bill with the fee on it and no credit to offset it? You mention an order number, so that has me questioning if you are jumping the gun. Sometimes summaries received before the bill is generated are not 100% accurate. If this is the case wait until you get the bill and see if the fee is actually waived. 

 

If you've already received a bill, then ignore my post and follow @lizdance40's great advice.

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 22 of 28
Contributor

Re: Terrible Customer Service Agent - LIED TO ME

It figures you would do such a deceptive thing! You have the worst customer service I've ever seen! Might want to quit outsourcing jobs to foreign countries with bald face liars on the payroll!!

Message 23 of 28
ACE - Sage

Re: Terrible Customer Service Agent - LIED TO ME


@Futurefyre47 wrote:

It figures you.  You who?   This is a customer populated forum, not At&t and we don’t work for At&t.  

would do such a deceptive thing!   Not sure how you get deceptive.  Anyone with any sense (I cannot be alone) and who read the TOS had to suspect the end of 2 year contracts would have repercussions.   Fact is carriers could have one plan and make everyone use it.  Fortunately they don’t, and let us keep old plans.  

You have the worst customer service I've ever seen! Might want to quit outsourcing jobs to foreign countries with bald face liars on the payroll!!    You won’t find much disagreement on that.   Although I’ve never been lied to.  


The Value plan is suppose to go up this month.  Looking forward to the extra data for a nominal amount of money.

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
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 24 of 28
ACE - Master

Re: Terrible Customer Service Agent - LIED TO ME

You won’t find much disagreement on that.

I'll disagree with that. Just because the customer service is in another country, doesn't mean it's inferior. The United States doesn't have a monopoly on good customer service. Just the opposite, in fact. There are just as many complaints on this forum about bad customer service from walking into a store than there are over the phone. 

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 25 of 28
Contributor

Re: Terrible Customer Service Agent - LIED TO ME

I can assure you, I would never accuse you of that! But it is a customer forum, of which I am.
I am making my complaints on every forum I can, since I can't speak to anyone who will assist me and they refuse to answer my emails. I am the proverbial "squeaky wheel"!
Message 26 of 28
Tutor

Re: Terrible Customer Service Agent - LIED TO ME

Just hung up after 20 wasted minutes in the phone with their costumer service, I'm trying to become a new costumer, and they already messed up my order, while trying to get a status I had to navigate the hellish automated voice in order to finally be able to talk to someone, Once I got the chance the guy barely speak any english and start requesting my SSN right away, this rep seems to be in training or was his first day he kept repeating that is what his manager is asking him to do when I denied to provide that sensitive information, I demanded to talk to a manager witch was even worst, the lady could not understand what is the purpose of my call, she kept looping in the same circle, it was truly amateur hour. I hung up infuriated, at this point I will try to cancel my order and purchase a new phone/line with a company who cares about their costumers enough to hire competent personnel. Disaster!

Message 27 of 28
Contributor

Re: Terrible Customer Service Agent - LIED TO ME

I had very very bad experiences with AT&T too. Their customer service is horrible, beyond my imagination. All they do is lie to you and increase your bill every month. TERRIBLE! SHAME ON AT&T!!!!

Message 28 of 28
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