New Member
Customer Service billing dispute
First, I want to say I have been a longtime subscriber and the customer service has been very disappointing since AT&T took over. Here is the entire scenario: We called customer service on March 11th and told them we could not watch more than 3 tv's at a time, but we pay for 5 tv's every month for years. The representative said it was because the system we have has limits and we are eligible for an upgrade to the new Genie 2 that takes care of that. She put the order in and told us to call them when it arrives. We waited 2 weeks with no delivery or response from AT&T. I looked online at my account and saw that it was canceled. We called again and a different representative said that was a mistake and it needed to be brought and put in by a Tech (which we have the whole home coverage), during the same phone call, we also requested an additional box bringing it up to 6 tv's and she said now that we would have to pay $399.99 for the Genie 2. We told her we would not pay for the upgrade and that it was there mistake. She transferred us to a Supervisor who after telling this entire story way too many times, said she would put in an override, but we would owe for the additional box we ordered. We agreed and the tech came out installed it and we thought everything was great. SUREPRISE the bill came, and the $399.99 charge is on there. We have called twice with a representative telling us that they do not see that conversation in the notes, and we owe it. WE NEVER AGREED TO PAY THAT FOR THE GENIE 2 AND WOULD NOT HAVE HAD IT INSTALLED IF WE WERE NOT TOLD WE WOULD NOT BE CHARGED FOR IT. We have been told in 2 calls now that a manager will be calling us back and no one calls. I told them to go back into their so-called recorded conversations and find 1 time that we allegedly agreed to that. This is a bait and switch I am appalled that no one can respond and no one you speak with has authority to do anything but telling us we must pay for an AT&T breakdown of customer service. There has been over 8 hours of transfers, time spent on hold and discussions. It would be nice to here from a legitimate Manager that can resolve this.
Constructive
Employee
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34K Messages
5 years ago
any calls recorded cannot be accessed by phone support this is a corporate level availability, not all calls are recorded and if are recorded they are for training pourposes only not to prove or disprove what you were told or what you told them. unfortunatly to remedy anything you will need to call them, this is a customer helping customer forum not directv so they wont see your post, any employees like myself are here on our own time off the clock
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