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4 Messages
I am now being told my bill will be different
I am a brand new customer, Just got installed today. When I signed up for AT&T I was told my bill would be 139.99 a month all tax and fee's included, and I would get 4 receivers. My installers came and I only got 2 receivers. I called AT&T to find out what was going on and they said I was going to pay 135.99 a month + tax I figured great that put's it maybe right about the 139.99 but then find out I'm only to receive the 2 receivers. and for me to get a 3rd I need to pay 9.99 more a month putting the bill to 144.99 a month + tax. Now I agreeed to this only because I really want to give AT&T a try but I'm questioning my decision. I did not get installed on the day promised, Monday because I was going to keep my phone number, did not receive a call about that being an issue, and my original sales rep did not give me proper information. I was told I was going to get HBO and Cinemax for free for the first 3 months, and I asked will I be billed for these if I do not call and cancell, he said no the channels will just shut off. When I talked to someone the 2nd time they said I had to call to cancel these channels after the 3 months, I told them to cancel them now as I do not want to forget and get billed. They were going to charge me a cancel fee, but "WAIVED" it. Why were you going to charge me a fee for something that should be free and I'm cancelling before the "FREE" time is over. Then I was told there would be a fee for the 3rd box of 49.99 but they would WAIVE that too, again how is there a fee for something you are sending me and I am hooking up myself??? This makes no sense to me. I'm going to wait for the 2nd bill as I know the first bill will have the install fee, but I may be cancelling and paying the fines anyway if this keeps up. They did not make this transition easy at all.
ldeguire1
Tutor
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4 Messages
9 years ago
While I understand everything you have said this is not what the sales rep told me and my husband when I signed up.
I still would have signed up given that fee as it's less then my old provider however the sales rep said that all fees included and even when asked specifically if I need to cancel the "FREE" channels he informed me I did not need to cancel the channels would simply turn off after the 3 months unless I call to keep it activated.
So my major complaint is that the sales rep who signed me up did not provide proper information about the bill.
My husband and I are very disapointed with this. When you are quoated a price and you ask about extra fees and he says that's all included and that we would get 4 receivers for that price it's very disappointing.
Then when I'm told about fees to cancel channels that are currently free it makes me wonder what else will be tacked onto the bill.
I understand that he waived the fee but still.
I got the 300 package with home phone and internet, but again I was told that I was getting 4 receivers and to only get 2 was a major dissapointment.
In addition I asked about keeping my old phone number and he said no problem, I said great when can we get hooked up. We made the appointment for Monday between 11-1 at 1:30 I called when I had failed to get hooked up only to be told my appointment had been moved to Thursday as there was a problem keeping my phone number.
No body called me to tell me about this or arrange for Thursday, My husband and I both work full time and they would have showed up on Thursday and no body would have been home. How can you book and appointment without even talking to your client???
Again I'm willing to give this a chance but If this get any worst we will pay the penlty and go back to time warner, it just seems very shady to me.
I do not blame any one person but when this much happens before you even get hooked up it's a sign....
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ldeguire1
Tutor
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4 Messages
9 years ago
I called at&t uverse using the number proviced on the website.
Now having said that are reading your email. The person did say 109.99 was for the package,
he then said with all equipment including 4 receivers it would be 139.99.
So again our complaint is that we did not get want we were promised.
This was done over the phone.
But again this trasitions and just something doesn't seem right.
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ldeguire1
Tutor
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4 Messages
9 years ago
I do have hd I got the 300 package. I ordered a 3rd receiver but was told I would have to pay another 49.99 fee even though they are sending me the box and I am hooking it up myself, but then they said they would weive the fee. Fine great, but then I find out since my bill has not been generated yet they will be billing me the 49.99 and I will have to call to get a credit for this charge. This is crazy. Why as a new customer who did not get what she was told to begin with being charced a 2nd install fee that they say their going to waive because of all the trouble, but then they tell me it's going to show on the bill you just need to call and talk to someone who will remove it.
This means I will have to start all over again and explain everything to someone and fight to get those charges removed.
My husband really like the channel we are getting and the "SERVICE" itself is great but the billing and options that your customer service reps have leaves a lot to be desired.
My husband and I have made our decision come next monday I will be calling to cancel our brand new membership and going back to time warner cable.
At lease with them there are not as many HIDDEN charges that nobody tells you about, and they keep their promises when you talk to them.
I do not blame the Employees of AT&T uverse, you have all been very nice to us and handled things in a very professional and kind fashion, but we made this change based on the money and we do not want to find out later when it's too late that we are going to be paying the same if not more then what we were paying before.
I also noticed with regards to the phone that it is only unlimited out of state calls but not unlimited local calls. We do not know who has AT&T uverse and do not want to have to wonder are we going to pay more if we make this phone call.
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