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CJB220's profile

Tutor

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1 Message

Saturday, March 24th, 2018 5:59 PM

Is this company this blatantly shady?

  • Installation fee waived for Fiber (like all companies). Get my first bill, and of course I'm getting charged.
  • Get Promo rate. Get my first bill, of course I'm getting charged full rate. 
  • Speak to customer service; I essentially get called a liar (A+ customer service). I insist on speaking to a manager and make them review the tapes. They wasted my time with this ridiculous run around just to get what was promise, so you should waste yours. I actually had the transcripts from the conversation because AT&T is known for terrible practices. The solution from my awful customer service rep was that I'd have to call every month to get the bill corrected. Come on people, no one is that dumb. 
  • Got the whole "My manager is probably busy," runaround. NOTICE TO THE PUBLIC, there's a thing called internet, and it's very easy to search the real scenario. We all know your manager isn't doing anything, is sitting right next to you, and trained you to say they're busy so they don't have to deal with the terrible customer service they created; status quo of terrible companies. Regardless, manager finally gets on the call and fixes everything like it was magic (sarcastic AF). Why put people through this to get what you initially sold them? This is why Xfinity is thriving. 
  • Put in a claim to report this, because I understand that a few bad apples shouldn't be indicative of the entire company (was I wrong? Yup). Basically got the same runaround, saying that they don't offer those rates so but "apologized" for how the rep handled the situation (saying you're wrong, but we're sorry isn't an apology AT&T). I then played the recording, as well as the recording of the service tech saying, "Yes, I've been seeing that rate everywhere. We've been gaining a ton of business from it." Please, eat your words again. 
  • After all this, I still was treated as if I was robbing the company. It's so ridiculous considering I was with my last internet provider for 6+ years with the top package. I now have the top package and DirecTV (which I've been a customer with for many years), and I'm being treated like a criminal over a marginal monthly bill and a $150 installation charge. You're going to risk losing $150 bucks for a customer that spends $2k+ a year? 
  • Last straw here: Received my "Reward" Visa letter. I honestly generally forget about these as it's $50-$100 and it's usually a hassle. It's still money, so went to log on to see if it's a simple click online. Nope, get a notification that my reward had expired. Pretty amazing feat to pull considering the letter literally says May 13, 2018. As of today, we haven't even hit April. Such a dumb thing, and if the prior instances never happened, I'd laugh and not care. Unfortunately, it's a continuation of shady business practices, poor processes, and awful customer service that have me looking elsewhere (already). How can I stay with this company for a year if I can't stand a month? Not to mention, my fiber is not even hitting half the speeds promised. Good job, AT&T!

 

So far, the only part of my experience that actually worked as promised is receiving my bill (go figure). Everyone, forget the prices and promised services. It's all smoke and mirrors, and you'll regret it after less than 30 days. 

Scholar

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93 Messages

6 years ago

My experience was different.  Installation credit was listed in the order confirmation email received. Did have some issues with the reward card but that was validated and corrected by an online chat agent.

 

Originally I tried to put the order through online but it had issues verifying some part of my identity.  Eventually placed the order through a telesales which had the exact same offer as online (free install, $10/month for a year, $100 giftcard for the gigabit package).

 

What does your order email confirmation show?

order.JPG

The prorated amount above was based on the originally scheduled install date. I actually moved it up a few weeks.  My first bill recently cut.  The line for the installation is listed at $0.00. The prorated amount turned out to be less because it was closer to the bill cycle date and then following month's fee of $80.

 

Tl;dr no surprises on the bill.

 

 

1 Attachment

Community Support

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232.8K Messages

6 years ago

Hello @CJB220,


We certainly don’t want you to feel as if you are being charged unnecessarily. I can help with this.


Please keep an eye on your Forum’s Inbox. I will be sending a private note regarding this issue, so we can work together towards a resolution.


Thank you for your time and patience. See you in the inbox!


Isaac, AT&T Community Specialist

Teacher

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16 Messages

6 years ago

Yes

Tutor

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9 Messages

6 years ago

What about your speed? Does AT&T deliver the speed of your plan?

I bought the 300 Mps plan and guess what, my normal everyday speed is 30 - 50.  If I hard-wire in, I may get up to 90 Mps.

Never, never, not ever that I can get anywhere close to the speed they advertise.  What a Pinocchio!

Contributor

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2 Messages

5 years ago

How frustrating, I’m so sorry to hear this! I had a similarly frustrating situation. 

 

I contacted At&t because my previous company was giving me a lot of headache as well and just wanted transparency on service and dollars.  I was tired of always having to question price increases for the same services.

 

AT&T rep sold me on the opportunity to lock my internet rate at $40, as long as I packaged it with a TV service.  Prior to that I had explained I don’t watch much actual television now and it might not be that useful for me to pay that much more.  The rep assured me it would be inexpensive, and well worth it.

 

Couple things rep guaranteeded to me 

- $80 for tv and internet 

- keep bundle for a year and can cancel it to keep internet rate at $50 (after tax) for 999 months, essentially grandfathered rate.

- installation fees will be waved ($99)

- will receive $100 gift card reward 

- no cap to data, unlimited use 

 

So this was all agreed upon and I placed my order to set up. these were some of the things that did happen:

 

Set up: the technician only came with a black cord to run the cables for internet to TV.  we expressed that’s not preferred but there wasn’t a white option, so now we have this ugly black cord running along the walls.  this is partially my fault for just agreeing for sake of time and really a note to AT&T to consider those options, most customers have white walls, and it really is an eye sore.  I have this black cable now nailed along my baseboards and walls that i will have to eventually repaint and refill.  It’s really annoying.

 

Actual bill arrival —

- No install fee was issued but I was hit with $35 service fee that the rep just didn’t talk about. I had double confirmed if there might be other things for me to look out for, for the verbal reassurance there wouldn’t be.  Thanks for the transparency here AT&T.

- Bill turned out to be $139, from the promised $80, which if subtracting the surprise $35, there’s about $20 dollars in surcharges and taxes, which of course you have to account for.

 

I decided to call in to inquire about my Bill and found out from ANOTHER rep that a couple things I was told was not true.

- Service fee cannot be waived and that at least I already got the installation fee (Rude. Thank you Rep)

- Internet / TV bundle - I can only keep the rate if it is bundled, if I choose to cancel that breaks the contract on the rate.  This was not what the other rep told me. Basically she lied to get my business. This is not what i was promised.

- Additional fine print for all - if the internet is not bundled there’s also data caps. Which of course I asked was promised it’s not capped.  

- To avoid the higher bill, I switched my internet over to just paying for local channels, which as you know is ridiculous cause it’s an added $15 (after fees) you don’t need just to keep the data and the damage has already been done to my walls and baseboards for installing those cords.  Which again, I know AT&T will argue well obviously they can’t control what happened during set up and how we feel about the results, but these are the situations you put customers in with your lack of care and transparency.

- And now 2 months later I STILL have not received anything in the mail for the $100 visa gift card. I go to the website and there’s no order on file for my account....

 

AT&T has given me more headaches and it’s only been 2 months.  

 

 

Contributor

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3 Messages

5 years ago

I was with AT&T mobile since 1989 yup over 30  years I changed to Comcast for cable and internet and Verizon for mobile phone.  AT&T is out of my life for ever!  

 

Thank God!!!!!

Contributor

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3 Messages

5 years ago

 I was with AT&T since 1989. That’s over 30 years.  I got rid of the company in 2015 I use Comcast for internet and Verizon for cell service.  AT&T is out of my life finally!    So happy!!!!!

Contributor

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3 Messages

5 years ago

I was with AT&T since 1989. That’s over 30 years.  I got rid of the company in 2015 I use Comcast for internet and Verizon for cell service.  AT&T is out of my life finally!    So happy!!!!!

Contributor

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2 Messages

5 years ago

I have to say, I regret becoming an AT&T customer. I had no idea how shady this company would be to me. I turned in three phones when I switched from Verizon, but I only got credit for two of the phones, as a part of their in-home-switch program. I called AT&T to complain about the missing phone and the rep stated that he believes the in-home rep stole my phone but I still didn't get the credit for my stolen phone. Their complaint department seems to be actionless, low energy, confused, and unempowered. The first reps you talk to are tier 1, but they can't do anything but make you feel good. So they refer you to tier 2, where you get the same results. So you're referred to tier 3 where the reps seem very confident but equally useless as tier 1. In other words, I believe AT&T has mastered the art of giving people the run-around. I feel like they are attempting to wear me down so I won't complain about the fact that my phone was stolen. When I switched, I didn't expect to be treated like this. Verizon, if you are listening, please forgive me for leaving. Paying the extra money don't seem as bad now.

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