Something has definitely shifted (for the absolute worst) at AT&T over the past few months.
I was OFFERED a promo FROM THE RETENTION TEAM back in October. Now, four months later and multiple communications since, I'm told by a member of the same department, "that ain't how it works". No resolution, just basically told the promo the initial retention team member offered and signed me up for was not valid. I have had multiple contacts with the retention team over the past few months~ excessive wait times, told lie after lie, hung up on twice and promised returned calls that never happened. This is a disgrace. AT&T should get a handle on this ASAP! The level of "service" I received through this horrible experience is appalling and if continues will without a doubt affect their bottom line, which is clearly their main concern. I can honestly say I have been a client with AT&T for many, many years because I've always felt like their main concern was undoubtedly the customer however, that has sadly shifted. I have concluded to this fact because this unfortunate situation involved many employees (and supervisors) all whom blatantly mislead me for months. Luckily, I saved all communications the rep sent and noted any correspondence I had when the credits failed to apply to my account. Sadly, I have no other choice but to file a formal complaint and possibly mediation. So very disappointing. If someone from AT&T actually visits this forum please remember, your business is only as strong as your weakest link. If your employees are poorly trained or even worse, trained only to focus on goals and commissions, you're destined to lose valuable assets...your customers.
I was also in the same position and foolishly I combined bills with direct tv and at and t internet. I had to call every month and my bills were wildly messed up , I finally stopped paying and returned the equipment . Now they say I owed 500 plus dollars for what I don't know , can't get a straight answer outta no one !!! Very rude customer service , hung up on , called names , horrible company !!! I will never do business with again !!! Will be filing for arbitration on money owed as soon as I get next bill or collection notice !!