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LIED TO BY LOYALTY!!!!

LIED TO BY LOYALTY!!!!

I was lied to by loyalty department and now being charged for their lies. I was told "oh well we didn't make note of that so it's not our problem". What a joke, I am over at&t and will be doing all I can to spread the word of this. 

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Message 1 of 22
Administrator

Re: LIED TO BY LOYALTY!!!!

Hi @Mcampos827

 

Thank you for reaching out to us! If you elaborate a bit about what's going on, we may be able to look into the matter and we'll be happy to do so. Which type of service is this regarding? What went wrong?

 

Darais, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 22

Re: LIED TO BY LOYALTY!!!!

When my wife and I decided to upgrade our phones to the Galaxy s10 + from
our previous phones. During the upgrade call the agent also talked us into
upgrading our plan. She assured me that this change would take place on the
begining of my next billing cycle so that I would not be charged a partial
month. When I looked at my bill I was charged about $65 for a partial month
bill charge. Which I was promised would not happen. Apparently she put the
date of the change in as 2 days later than it should have been. So my bill
that I was assured would be around $215 to $225 ended up being $294+. We
have been very loyal and happy customers for around a year and half. We
actually planned on adding satellite services because we have been happy up
until now. This experience has changed all of that. I called and spent 3
hours on the phone and chat to be told that noone would fix this and even
if it was the agents fault I was being held responsible for the charge. I
even had one agent with the loyalty department tell me that he didn't care
if we switched or not and maybe Verizon would be a better choice for us. I
am very upset and have never treated this bad by company. I find it
ludicrous that customers get treated this way and that your company isn't
willing to fix their human error.
Message 3 of 22
Administrator

Re: LIED TO BY LOYALTY!!!!

Hello @Mcampos827

 

We can check into your billing concern to see what we can do. For your privacy, it would be best if we continue the conversation privately. I am sending you a private message (PM). Please check your forums private messages by clicking the envelope in the top section of this page or click Forums Inbox. Locate the PM from ATTCares and reply to my message with the requested account details.

 

Thank you.

 

Dwight, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 22

Re: LIED TO BY LOYALTY!!!!

When I sign in and attempt to reply it just keeps telling me I unable to
send that information.
Message 5 of 22
Administrator

Re: LIED TO BY LOYALTY!!!!

Hello @Mcampos827

 

You can Click Here  onto the service link provided which will take you to the community forums login page. If you have trouble accessing the sign in portal, click Forgot Community ID or Password and enter in you information that is required.

 

Dwight, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 6 of 22
ACE - Sage

Re: LIED TO BY LOYALTY!!!!

One customer to another, mistakes happen.  If your tolerance is this low for human error, please know you can change your plan yourself online.  

 

(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 7 of 22

Re: LIED TO BY LOYALTY!!!!

I didn't want to change my plan. I was ordering new phones. When she talked me into it I was promised one thing and got another. I understand human error. I am not sure you understand the actual issue here though. 

Message 8 of 22
ACE - Sage

Re: LIED TO BY LOYALTY!!!!


@Mcampos827 wrote:

I didn't want to change my plan. I was ordering new phones. When she talked me into it I was promised one thing and got another. I understand human error. I am not sure you understand the actual issue here though. 


So why did you agree to change plans then?   Plans can be changed any time.   It’s not like there was a time limit on changing plans.  You could have said, “no, I’ll think about it ad if I want to change I can do it at the beginning of my next bill cycle so I don’t have prorated charges”.  

   (And I’m assuming the charges aren’t the $30 x 2 upgrade fee, because you read your bill)

 

(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 9 of 22

Re: LIED TO BY LOYALTY!!!!

I only agreed after she made the promise that it wouldn't double charge me. Had she not made the promise I would have stayed at the plan I had. She set it up for the wrong date and my actual issue is that the company isnt willing to take measures to correct the issue. So once again you are literally just trolling and not offering anything to this conversation. 

Message 10 of 22

Re: LIED TO BY LOYALTY!!!!

As I stated the charges are for "PARTIAL MONTHLY CHARGES" plus the entirety of another month.

Message 11 of 22
ACE - Sage

Re: LIED TO BY LOYALTY!!!!


@Mcampos827 wrote:

I only agreed after she made the promise that it wouldn't double charge me. Had she not made the promise I would have stayed at the plan I had. She set it up for the wrong date and my actual issue is that the company isnt willing to take measures to correct the issue. So once again you are literally just ——- and not offering anything to this conversation. 


You weren’t double charged.  You were charged for service plan used, but you already paid for, because we pay for service during the month and before we finish the month.  Since you wrote ‘double charged’ when you were not double charged, I offer, whether you wanted it or not, some education you lack about your billing and what “prorated charges” mean.  

    This is a community forum, ⬆️  In big letters.  

 

(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 12 of 22
ACE - Master

Re: LIED TO BY LOYALTY!!!!


@Mcampos827 wrote:

As I stated the charges are for "PARTIAL MONTHLY CHARGES" plus the entirety of another month.


Right, but there's also a credit for the unused part of the old plan.

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 13 of 22

Re: LIED TO BY LOYALTY!!!!

The agent that set this entire thing up specifically told me that she was setting up for the beginning of my billing cycle. Instead she set it up for 2 days after. This cost me $70 with taxes. I understand the concept of proration and understand 100 percent that I do not pay $35 a day for my phones. Had she not promised that this would not be am issue plain and simple I wouldn't have done this to begin with. Had it been set up and taken place the way I was told and was apprehensive about this conversation would not be happening. 

Message 14 of 22
ACE - Master

Re: LIED TO BY LOYALTY!!!!


@Mcampos827 wrote:

The agent that set this entire thing up specifically told me that she was setting up for the beginning of my billing cycle. Instead she set it up for 2 days after. This cost me $70 with taxes. I understand the concept of proration and understand 100 percent that I do not pay $35 a day for my phones. Had she not promised that this would not be am issue plain and simple I wouldn't have done this to begin with. Had it been set up and taken place the way I was told and was apprehensive about this conversation would not be happening. 


Unless the new plan is $70 more than the old one, that's not the only reason your bill is higher. 

 

I know it's not right that she told you one thing and did another, but it's really not that big of a deal. You're paying more than expected for one month. That's it. For this bill you're paying the higher rate. After this month is over, you'll be paying the higher rate anyway, so does it really matter that it started earlier? 

 

If you don't want the higher priced plan, call AT&T and request to be changed to the old one (if it's available). 

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.
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