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Brantley's profile

Contributor

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3 Messages

Wednesday, January 11th, 2017 5:25 PM

One way street; no protection

I received a promotion article in the mail, for combined services phone (Att) Internet (att) and 143 channels for $89.  I called and talked to a rep.  Since Att has lied to me on repeated occasions and now Direct TV is all part of ATT, I was skeptical, but decided to proceed with it as I would just get a detailed confirmation of the exact promises and conditions via e-mail.  THe rep said they had no way to do that.  I said in one exchange that I would just record the conversation since they were already recording it on their end.  NO; again.  So let me get this straight, you can record me, take my order, promise me anything but I cannot protect myself from the promises of the reps.  even though they have made outright false statements and promises in the pass.

Yes when it is all over, I am sure I will get volumes of mini sized text to digest.  Does anyone knw what one can do to protect themselves.

Community Support

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230.7K Messages

7 years ago

Hello @Brantley,

 

Transparency is very important when it comes to our customers. I would like to extend my deepest apologies for any misinformation provided to you by a representative. I’d be more than happy to help clarify some information with you!

 

Our calls are recorded for quality assurance and are kept just in case customers do need to recall details of any one call. Accounts are also notated thoroughly with what was discussed as well as any commitments made by the agent.

 

I can assure you all procedures are to protect our customer’s privacy and business. I hope this does not deter you from taking advantage of any future promotions. Thank you for bringing this to our attention via the Community Forums!

 

I hope this clears up any confusion. If you have any other questions, please don’t hesitate to return to this thread and we can search for a solution!

 

Thank you so much, and have a wonderful day!

 

Portia, AT&T Community Specialist

Contributor

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3 Messages

7 years ago

No, This does not clear up anything. Again, The problem is that there is NO
PROTECTION for the customer from what is said by your agents verses what may
happen. A 90 day promotion was presented by your representative as "good
til the cows come home". Other times accounts are renewed without the
knowledge of the customer. More times than not, the true cost of service is
not provided. There are countless stories out there about your methods of
operation and misrepresentations.

You refuse to provide an e-mail, even in this day of technology, to verify
what is said by the representative until after the package is sealed and on
the way, even if then. Since neither can we record the terms and promises
made by the rep, there is no recourse by the customer other than an
expensive and time taking law suite. Many of these victims are senior and
not able to read between the lines (so to speak; there are no lines). You
threaten us with penalties or damage to our credit if we cancel the service
because we were mislead.

Ken 

[Legal discussions are not permitted per the Guidelines]

 

[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.]

ACE - Sage

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116.6K Messages

7 years ago

Ha, ha.  They should sign up for their own service!   

 

@Brantley   The surprises are activation, installation or equipment charges.  Taxes and government fees.  And somewhere is a "contract" for 2 years with an ETF and a price increase built in.

Direct TV has no tax or fees, but cable does.  

If your happy with current service, stay put.  

 

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