Tutor
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5 Messages
Bait and Switch
I had Internet and phone service through Uverse, and tv with Directv. I call att customer support to find out what kind of bundle price I could get by adding tv to Uverse. The Customer Service person asked what I was paying Directv and then stated I could get a Phone , TV, and Internet bundle for $178.00 for 12 months. I then asked what the price would be at the end of the 12 months, and she stated $210.00 a month. I asked the rep if this was the total charge that I would pay all inclusive. She stated yes. I had the service installed and when I got the first bill it was $60.00 more than I was quoted. I contacted customer support and was told that the price I was given was without taxes and fees. I replyed that I asked if the price was all inclusive and nothing else would be added and was told yes by the initial rep. The rep i was talking to stated that she was sorry that I was given the wrong information but there was nothing she could do. I told her then she needed to send someone out and disconnect the service and reconnect my directv, to this she replied did anyone tell you that there is a $180.00 earliy termination fee.I said no and I need to talk to a supervisor, and she stated that there was not one available and she did not know when one would be. After arguing with her about business practices she finally put a supervisor on the line who basically echoed everything that the rep stated. Both the rep and supervisor admitted that I was given incorrect pricing when I signed up but stated that I just had to live with the extra amount or pay early term fee, I finally got tranfered to customer retention where I had to go through the story again. Everyone kept appologizing for the incorrect info given. The final outcome is that I have to pay $10.00 a month more than I was originally quoted and at the end of the 12 months I will have to go through this same process to try and get a price close to what I was originally quoted.
I do not think it was a mistake by the first rep, just a way to make it seem as if uverse price was less expensive and to get me to sign. I did my due diligence in asking the questions, but that doesn't help if they lie with the answers.
Good job ATT you got me!!!
jhy1978
Scholar
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71 Messages
10 years ago
Taxes and fees pretty much apply to everything, kinda common sense (no disrespect meant).
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tlawyer
Tutor
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5 Messages
10 years ago
Clear in first post. I was told that the price given included taxes and fees.
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irving.foodinky
Contributor
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2 Messages
10 years ago
I received a coupon in the mail for U-verse High Speed Internet for $14.95 per month.
When I called for installation, the cheapest price they offered was $59.
Royal rip off and totally misleading!
Someone needs to stop them from this crap.
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tlawyer
Tutor
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5 Messages
10 years ago
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mibrnsurg
Expert
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4.3K Messages
10 years ago
@tlawyer Contact ATT Customer Care on the link in my signature.
Send them a Private Message, on this link, and they should be able to give the help needed to solve your billing problems. They are available M-F 8am-11pm Eastern time (also around on weekends), response may take up to 2 business days.
This is not the regular CS/TS phone people, but the social media Community Specialists that know the people to contact to get things done and gone above and beyond for me.
Include your name, account #, email address and a good phone # (land or cell) and time to contact you on.
Check the blue PM envelope, upper right on every page, for their reply. Good luck 😉
Chris
__________________________________________________________
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
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damejm
Contributor
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1 Message
10 years ago
I even had the saved text from their live chat feature to support my side of the story, but it still did not help.
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mrgregddavis
Tutor
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2 Messages
10 years ago
While the ATT rep you spoke with may have made a mistake, this is not a "bait and switch". Your thread title is very misleading. You were merely misquoted, which happens quite a bit with no ill intention.
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irving.foodinky
Contributor
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2 Messages
10 years ago
Call it whatever you want!
It is in writing, and they will not provide the service as stated!!
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tlawyer
Tutor
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5 Messages
10 years ago
The definitions of bait and switch is to offer one thing to get you involved, and then change after close. I would hope that any customer service rep would know their product. Was she new and I was her very first customer.
I think not. Call it what you will, it was intentional.
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mrgregddavis
Tutor
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2 Messages
10 years ago
A true "bait and switch" is to offer one product at a specific price, typically to advertise a special to get the customer motivated, then to state that product is not available and the price for what is available is higher than advertised. THAT is bait and switch.
Again, your title is misleading. Your theory that the big bad telco is trying to cheat is sensationalist. Mistakes were made but it was not intentional.
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tlawyer
Tutor
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5 Messages
10 years ago
I am not going to argue with you over semantics. The purpose of the post was to bring out the deceitful practices used by ATT
People read my post and became aware.
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SNM1939
Contributor
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3 Messages
10 years ago
Oh, I see. Your definition of "bait and switch" fits the description of AT&T's antics of irving.fooddinky's post, right?
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SNM1939
Contributor
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3 Messages
10 years ago
Should have been directed to mrgregddavis
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SNM1939
Contributor
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3 Messages
10 years ago
To tlawyer,
You are absolutely right. At&t representatives tell you one thing and the next you know, things are changed. Unfortunately you don't discover you have been deceived, yes deceived, by one of the largest scam companies until you get your bill.
When I signed up with this miserable company for uverse service, I discovered my internet service was slower than the old dial up service. I put up with it for a few days and then called their support. After I expressed my displeasure with the service, the representative advised me he was going to increase my internet plan to the next level with some sort of promotion which was not going to increase my monthly payment, but would expire on a certain date three months later. He did this voluntarily without me asking for the increase. He also advised me to call the day before the expiration date of the promo so another promo could be put in place. At this point, I was paying over $200.00 per month including taxes and fees. The next statement was for the same amount, but the internet speed had not changed at all. If anything, it was slower yet. I decided to contact support via text chat and explained the problem. This representative said he ran some test and decided to raise the speed up another level. In addition, he was going to increase my TV up one level, dispose of some additional receiver charges which was going to bring my bill down to $148.00. I specifically asked him how long this was going to be good for and he advised me it would remain in place until October, 2016 which is total contract time. I specifically asked him if my plan was going to stay exactly as it was at this point and he said my plan would remain exactly as it was after these changes. I again confirmed this with him. I have also saved a copy of this text chat. Just as an abundance of precaution, as I had been warned about AT&T's practices by some friends, I called a representative on the day before the original promo was to expire. I spoke with another representative and advised her why I was calling. She looked at my account and assured me nothing was going to change through October, 2016, and the monthly bill was $148.00 plus taxes and fees. This was on April 16, 2015. The text chat was on March 24, 2015. I just received my statement for this billing cycle (i pay behind) and it was more than my original bill ($212.00). I immediately called and some "billing specialist" advised me some promo had expired. I tried to explain to her I had been assured by two different representatives this was not going to happen. Her mantra was: I'm a comsumer too and I understand your concerns, so I'm going to lower your TV level and therefore reduce your bill down, but not down to the $148.00 level that two representatives quoted me with the service staying the exact same with proof saved in one chat session.
I would not recommend AT&T to my worst enemy.
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Bob_Eng
Teacher
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6 Messages
9 years ago
Here's the Scam they played on me. I had U-verse TV, the contract was ending in a few days, they told be that I can add phone for only $10/month now with a 12 month commitment, and when the current TV service ends, they will give me the same rate. But I had to wait to call back on the TV, but should sign up for the phone. So I call back on the day the TV expires, and they tell me no more promotions are being offered and that the price will go up $50/month! I attempted to cancel the entire service, and they said go right ahead. I've been with At&T for 15 years, and never had been treated so un-customer liked by any company. It was a clear bait and switch scam, and I plan to report to FCC, and Attorney Generals office.
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