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AngryDallas

join:2010-12-06
Dallas, TX

How do I talk to AT&T Retention?

I been a customer for 2 years now.

I have AT&T DSL Elite with no phone.

First year, it was $19.95.

Second year, when I called retention asking for $19.95 again, they told it was $24.95 until a few months ago when they added 19 cents for some tax so it's $25.14.

Now my contract is up on September 15th.

Would like to stay for another year at the same price or even better, at $19.95 with no contract.

I can't afford any rate increase even if it's only $5 a month.

I see on their site that the Elite with no phone service is $34.95 a month and with phone service is $19.95, both of them with no contract.

I can't pay $34.95 and it's not worth paying that much either.

Then they want to sign me up with bundled packages and UVerse and home phone (why when I already have a cell phone);

I don't need all that and I am on a limited income.



AMDUSER
Premium
join:2003-05-28
Earth,
kudos:1
Reviews:
·AT&T U-Verse
·Time Warner Cable

An easier way my be to post in: »AT&T Direct

Post your name, address, account number and a phone number [where they can reach you] and that your promotion is going to run out soon and you wanted to know what kind of deal they could get you..

Also, to not post a reply to you original post in there until after an At&t employee responds..


AngryDallas

join:2010-12-06
Dallas, TX

Thanks, AMDUSER!

I posted in AT&T Direct.

Wish me luck!



AMDUSER
Premium
join:2003-05-28
Earth,
kudos:1

Also, to let you know, most of the At&t Direct: workers generally do not work very much on the weekends.. just be patient and give it a couple days [as they are very busy].


AngryDallas

join:2010-12-06
Dallas, TX

I talk to AT&T and they let me have it for 6 more months at the same price with no contract.

She says 6 months from now, in March, I can call back and renegotiate the price.


sparks

join:2001-07-08
Little Rock, AR

please let me know how it goes.
right now my dsl is $43.99 6x768 I want a better deal.
of course comcast is $53 for 25/5

I can't get uverse since I can see the box from my house but they say its 2600 feet.
The cable goes everywhere but to my house. lol


AngryDallas

join:2010-12-06
Dallas, TX

They let me have it for 6 more months at $24.95 a month with no contract for the same 6016 Kbps/768 Kbps.

I told the lady I wanted to keep the same plan and rate I am currently on.

When she asked me for permission to use my personal information to sell me other AT&T services, I politely told her no and that she would just be wasting her time because i can't afford it.

Got to have internet and money is tight.

I was polite about it and she was understanding.

I have tried going to the Public Library but you only get two 55 min sessions per day, you have to wait your turn, they are not open on Sunday and Monday, the computers are old and still running Internet Explorer and Window 2000, some webpages and PDF and Words documents won't open properly, you cannot download anything, you cannot save anything to the Hard Drive, not every terminal accepts a CD-Rom/DVD RW disc or a thumb drive so when you reserve one, you are playing russian roulette, it costs 25 cents per page to print and sometime it doesn't print out whatever it's showing on the monitor.

Good luck to you!


AngryDallas

join:2010-12-06
Dallas, TX

So I get my bill today and it's showing $50.27!!

I have a letter from AT&T dated August 28th confirming my conversation with retention that I was getting the same rate of $24.95 for another year.

My last month bill was $49 which is for the first 2 months of the new year period and this month's bill should be about $2.

I call AT&T and they are telling me about computer coding and stuff and how I couldn't get the same promotion again even after Retention put it on there and I have a confirmation letter to prove it.

So in the previous year when I renewed it at the same rate, I paid for 2 months on the first bill of the new 12 months period and the next bill was like $1.75.

It was supposed to be the same thing this time around and because AT&T screwed up, that's how my 2nd bill of the new 12 months period is $50.27.

They now have to manually adjust it.

So this month, after the adjustment, the $50 erroneous bill will be $27.22 and next month bill, according to Erika or Erica, it will be credited and adjusted to a couple of $.

She says there are many steps involved in fixing my account and she won't be able to do it until next Tuesday and she has my cell phone number and will call me next week for a confirmation.

Don't tell me I can't get the same promotion twice.

If I can't, retention should never have told me I could and I should never have gotten a confirmation letter like I did in the previous year.

Furthermore, I like many other people have a monthly budget.

To pay double for the internet 2 months in a row when my budget only allows $25 a month and when I was told I am getting the same $24.95 a month rate, is not right.

AT&T should be able to fix that right away instead of me having to pay double and then wait another month for the rate to be adjusted correctly and my over-payments to be credited.



AMDUSER
Premium
join:2003-05-28
Earth,
kudos:1
Reviews:
·AT&T U-Verse
·Time Warner Cable

Go ahead and post a follow up in the post in At&t direct...

Let them know about the billing problem.. I'm sure David See Profile will send it up to a manager to take care of it.


AngryDallas

join:2010-12-06
Dallas, TX
reply to AngryDallas

AT&T called today and they are saying:

1. when I talked to retention on August 27th and Monica told me she would give me 6 more months at the same rate of $24.95, she should not have done that

2. the letter I received a few days after August 27th saying I was getting 12 months instead of 6 months at the same rate of $24.95 was a mistake

3. Me being charged $49 last month instead of $24.95 and then charged $50 this month instead of $24.95 is correct

4. but because I called back and made a big fuss about it, they will still give me a $23.05 credit and let me pay only part of the $50 I owe and give me 6 more months for $24.95

so in other words 3 different people at AT&T have given me the incorrect information and AT&T is acting like they are being a saint and doing me a favor -regardless of what they sent to me in writing.

Quoting the lady, Jenny, in Customer Escalation: "I don't see the notation of your conversation (HOW CONVENIENT THAT IS HAS DISAPPEARED) from end of August about getting the same rate because that never went through even if you have a letter saying it did and the letter said it's 1 year instead of 6 months. Forget that letter. But because I DO SEE a notation of your conversation from October 26th and we told you we will give you another 6 months at $24.95 and you acknowleged that, we will stand by that offer and the offer to give you a $23.05 credit on this months bill"

She also said at the end of this 6 month, next April, I can't renew it with Retention.

I either have to pay whatever rate the Elite is at the time, downgrade it or leave AT&T.

Well, you know what my decision going to be!


AngryDallas

join:2010-12-06
Dallas, TX
reply to AngryDallas

I also posted this in Direct but I want the folks who can't get to Direct to read this.

Just want to add that a week ago when I went here:

»www.att.com/eos/unauth/eosLogin?···wireline

and I put in this order # from August 27th

106206897

It would show up as successful

now it doesn't even show anymore

So they want me to abide by the 6 month because they have a record that I acknowledged during the conversation of October 26th

BUT

THEY DON'T want to acknowledge they originally agreed to 6 months on August 27th and are blaming it on the retention lady Monica that I spoke with and saying she needed to be retrained;

she should never have even given me 6 months.

and at the same time any notes on my account regarding our conversation of August 27th have disappeared

PLUS

THEY ALSO ACKNOWLEDGE that the letter the sent on August 28th, 2012 is not valid because the system didn't take another 1 year for $24.95

The letter said 1 year instead of 6 months so it means someone at AT&T, after our telephone conversation of August 27th, looked at the account and decided it would take 12 months for $24.95

yet the letter starts by saying: thank you for choosing AT&T High Speed Internet Service

and on the back of it

The following summarizes your AT&T High Speed Internet Order

it confirms 12 months at $24.95

I DON'T think that letter would have been send if the system didn't take the order for another year

I had a problem with AT&T 2 years ago when I tried to get my $75 gift card they promised me for signing up as a new customer.

Only after I complained to the FTC, the BBB, the FCC, the Attorney General Office of Texas and the Office of the President of AT&T did AT&T come out and apologize and sent me my gift card.

Sure, AT&T wants to wipe their hands of the entire thing and appease me with 6 more months at $24.95 and a $23.05 credit.

But what's in writing is what's in writing.

Do they want me to go through those other steps of calling all those offices above again?

I am also considering writing an email to a consumer website and have them post it online and have them contact AT&T.



NormanS
I gave her time to steal my mind away
Premium,MVM
join:2001-02-14
San Jose, CA
kudos:11
Reviews:
·SONIC.NET
·Pacific Bell - SBC

That is why I didn't fight when they started raising my rate. They put up so many roadblocks that I'd be spending the better part of my time getting hollow promises, and constant adjustments.

My choice probably wouldn't work for you, even if it was available in Texas. It requires landline, in order to get Internet. Comes closer to $55 with changes they made; but still about half what I was paying AT&T. Includes a number of features that AT&T charges extra for, as well.
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum


Loyal01

join:2012-11-28
Atlanta, GA
reply to AngryDallas

Call the office of the President. they are just as bad. The company as a whole needs a lesson on ACCOUNTABILITY.

They will pass you along to somenone else but with persistance they will have to respond. It ridiculious that you have to communicate loudly in order for them to do the right things. 1800-355-9542 ask the represenative to transfer you to the office of the President for what ever division like. Wireless of the President, DSL Office of the President ect. Also you can google their investors and let them know exactly the issue.


AngryDallas

join:2010-12-06
Dallas, TX

I received the new bill today.

They gave me another credit and for the first time since August, I don't owe them anything.

Now the next month bill should be no more than $25 and it BETTER BE!!

Fingers crossed.

p.s. It took 6 phone calls, and 3 months and over 200 minutes of my cell phone minutes to get it straightened out to where I am today.

I did try to call the Office of the President in Dallas, a few times in the past 3 months.

The voice mail is always on and the mailbox is always full.