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| ATT Bait, Switch, and just don't seem to care. Don't know if this the right spot to b!tch or not but my current story with AT&T DSL......
End of June I call to get basic DSL service as AT&T advertises constantly for around $15.00/month with 12 month commitment. I don't have high bandwidth needs like some.
I'm told that's not available for my area but "We can offer you our DSL 6.0 for $19.95/month with 12 month commitment-free router included..."
So, I sign up.
Get the first bill at the end of July and it's around $50.00-$60.00. (Looking for it. Recollection currently.) Wonder if there is some B.S. "activation" fee i.e. profit that's attached to it like everything else and that's the reason for the higher bill.
Try to contact by phone and can't get anyone after holding for a long time to make sure I understand all billing. Tried to get them online through their chat system and was told "Please call...the number I had called."
Get the bill for next month. $53.00
Call-Get someone! She's polite and states that the person that took the order did not apply some in-house "promotion" and that's why bills are higher. She informs me that she will apply it and apply credit towards the previous bill. That's the end of August.
September bill comes. $53.00. I stop paying as that's what I'm advised to do by others because when you pay no-one cares. And honestly, I'm thinking some other information is gonna' come showing all of the corrections. Then I'll pay everything to zero.
But nothing comes. I know things are gonna' automatically get switched off. No problem. Happens near the end of October. So the calls begin again with them.
Call. Same story as the original person in August. Some "magical promotion" wasn't applied. And now they are trying to tell me that the originator of the deal could not even offer $19.95 DSL service.
I explain to them that has nothing to do with me whatsoever. And I will gladly pay everything to zero balance for what was quoted to me. We go back and forth. The person completely knows that they are wrong but won't attempt to correct anything or offer any alternative. None. Finally they state that they will "escalate" the ticket and have a manager call me back. This is about a 30 minute phone call by the way. I have the records.
They never call.
I call back the next day. Go through the same scenario. I ask for any manager on the floor. Get someone!
Same broken record. Keeps trying to tell me that 6.0 DSL for the time period costs $53.00/month. I keep telling this person that has nothing to do with what I have been quoted. Nothing. They could charge $5.00/month or $500.00/month for the service at that time and I am still required to pay $19.95/month. Even if it was $5.00/month, I have agreed to pay $19.95/month.
Again, every person in the chain knows that they are wrong. Whenever I prove this too them or put them in a corner they state "Let me put you on hold while I investigate this further." Every time. This "Manager" says the same thing. And then comes back with "You were mistakenly quoted $19.95/month for the time period". So, I've got them right there. They admit to quoting $19.95/month. Any mistake that they claim is their responsibility. I have this on audio with them. I also informed them that they are being recorded in case anyone is thinking of wiretapping laws.
The "Manager" states she will investigate further and "escalate" the ticket again to see what can be done. And then will call back tomorrow. She never called.
So to recap:
Called for basic $14.95/month DSL. Told it wasn't available.
Agreed to $19.95/month 6.0 DSL with free equipment and 12 month commitment.
All bills now reflect charges of $53.00+-/month.
They have admitted that they are wrong, however at this point elect to do nothing. And trust me, I know how this works. They will try to force a 12 month commitment on me as well at this $53.00/month rate. Then the equipment will magically not be free anymore in some way.
At this point, I have spoken to 5 different people and will be calling back tomorrow to discuss this madness. I'll post back all results.
All calls are recorded.
(Posted this in another area. Thought it might be better suited here. Suggestions and/or criticism welcomed.)
Thanks. | | |
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| Update. Went through the whole process again.
First contact.
Second contact.
Promotions.
Back to billing.
Then to accounting. (I think....lost count of the calls and people...)
FINALLY someone helped me and applied credit towards the account from the beginning. Looked at the information, didn't give arguments, and had a supervisor ok the amount. Wish I had her name to give her credit. Full names can't be given in this department apparently.
Anyway, it appears at this point they have acknowledged their mistakes and are attempting to correct them. We'll see as the future bills come.
Quick recap:
Signed on for $19.95 6.0 DSL with AT&T-free equipment-12 month commitment.
Was being billed around $53.00 per month from the start.
After roughly 8 phone calls with 10 people and a total phone time of around 2 hours and 30 minutes, things have been resolved provide future billing reflects the correct amount.
Thanks for reading. | |
Reviews:
 ·AT&T Southeast
| hate to hear your troubles w/ AT&T,, but i'm glad you finally got to a tech who was able to correct everything.
i had to call and take call features off my land line, and had the intention of downgrading my DSL just to save $.... then when the tech i was talking to transfered me to the RETENTION dept, where they offered me an extra $15 off my DSL if i would keep the DSL 6.0 and the home phone.
so if you ever have a similar issue just ask to downgrade your DSL speed or have your home phone disconnected if they can't transfer you to the RENTENTION dept. | |
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