Contributor
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1 Message
Charged for installation after I was promised it was waived!
I called At&T on April 22 to see about lowereing my bill. I talked to an agent in Texas and she told me about switching to Uverse phone and internet. She brought up to me that there was normally a $99. installation charge but mine would be waived since I have been a customer over the years. i verified with her two more times before we got off the phone that I would not be charged the installation charge and she said no both times! I received my new bill in the mail May 6 and noticed that I was charged the $99. installation charge. I called customer service and I was told by a rude operator that since she was showing no documentation that there is nothing that can be done. She wouldn't let me talk to her supervisor. After she hung up on me, I went on live chat. After over an hour she told me the same thing that since it wasn't documented I would have to pay. She finally gave me a credit of $33. At & T still owes me a credit of $66. I have seen on this forum that this has happend to other people recently as well. Please help!
Acct# **** Shannon
[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
mibrnsurg
Expert
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4.3K Messages
10 years ago
@elizabeth7878 Click the ATT Customer Care link in my signature, send the PM, explain your install fee snafu situation.
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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krustycamaro
Contributor
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1 Message
10 years ago
Different flavor but same plateful of deceit served here. I was told that there would have to be a $99 installation charge but that att would send me a $100 gift card to offset the cost. I asked why I couldn't just have a credit applied against the installation charge on my bill and was promised that I could use the rewards card to pay my account bill. I asked three times to verify this. Days later, I found on the att website a disclaimer that the reward cards cannot be used for paying att bills. No big deal, right? Next, I received an application in the mail for the reward card but it was only $50. I'm still scratching my head at how $100 can turn into $50 with no explanation. Like above, all this was verbal conversation so I have no recourse other than asking att to do what they actually promised. Very dissatisfied customer here. Writing to the FTC about att practices.
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zuoxiaoShi
Contributor
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1 Message
7 years ago
Same problem. Was wondering if mine was the sole case, but I guess this is how att does things. Will let all my friends know about this for sure. They raised a case for me and told me it would be solved within a week. Kind wonders if they'd tell me that they need documents that I talked to any of their customer service people at all. LOL
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shanes3030
Contributor
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1 Message
6 years ago
Same issue. What really makes me upset is the disclaimer on their bill that state "The total amount may be more than you expected, but it will go down moving forward." If they were upfront with their charges why would they need to include that?! I feel totally violated. I was considering switching my cell phone service over to AT&T. No way now. I have never experienced this with T-Mobile.
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