Lack of integrity in customer service

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@josephgjr wrote:

To take advantage of a combined bill discount when moving to a new home last September, I agreed to a new Digital Life offer, Uverse and my three wireless lines be combined. I have over ten conversations, three overcharges and two shut offs of my Uverse- (with automatic billing!) Even though I work at AT&T, I ask for them to email a confirmation each time we make an agreement over the phone. They always refuse and without fail- the agreement is not honored or reflected in any account notations in the next inevitable phone call to customer service.

In January on the 17th at around 9PM, after two hours on the phone, a manager told me  he understood that I was misled by a previous sales person and would delete a $150 charge to my Uverse account. He then would refer this account to combine by Monday morning (this was a Friday night). Neither happened. 

Today, my wife was at home with a relative just discharged from the hospital with pneumonia. The Uverse account is turned off. I called from work and after two hours on the phone, I relinquish to pay the $150 as there are no records of the previous agreements- conversations about this resolution.

It is not the money - I am on automatic billing. it about integrity, followup and communication.

What can be done to resolve this issue. 1. No written confirmation of phone/chat agreements.

2. No detailed memorialization of conversations. 

3. Marginalizing any customer- after you receive their payment information.

 

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AT&T has never provided a "written confirmation" other than those generated as part of an order.

I'm sure you can understand why no "detailed memorialization" is made...think of the confusion it would cause to include a transcript of every converation in a customer's file. Unfortunately, the only reasonable option is to rely on a rep's notes, which is imperfect, as best.

You would have received a bill between January 17th and today. Did you see the credit on that bill? That would have been the time to call about a missing credit. Also, if you are on automatic billing, why was your service suspended? The auto-pay should have been for the amount due each month and you wouldn't have been behind. 

My home phone tv and internet service down for 8 days.  finally was told yesterday that i would have tohave compzny cut down ntreet since it as in my yard.  have a pace maker and cancer get different store every day. Myra Frink

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@josephgjr wrote:
The service was suspended- because the January credit -that was promised-was not honored. The Auto -pay was and is for the amount charged each month- which began AFTER the agreement was made for AT&T to waive the $150 a month fee. The issue is follow up -and once again, a memorialization of the agreement- which keeps "everyone honest". You and I are in the business of servicing customers-better than our competitors. Rather than create structures that maintain the status quo of "not my job"-" take responsibility to repair the problem. By the way, the reason most busy people use auto-pay, is because they do not want to have to check the bill manually and pay it. We "trust" the agreement we make with the people on the other side of the telephone line. You are apparently saying- "Don't trust us to do what we agreed to do. If you do, it's your problem".

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First, to clarify,I am not an employee or other representative of AT&AT. I'm just someone volunteering my time to help fellow customers. 

You should set up automatic payments so you don't have to take the time to manually pay your bill each month. That does not absolve you of your responsibility to ensure there are no mistakes on the bill. If you don't want to look at your bill each month, that's your option, but you have to accept that mistakes might happen. 

I'm still confused as to your  "autopay" situation. In January, you paid part of your bill and were told AT&T would remove $150 to bring your balance to zero. However, Your autopay for February would have paid the correct bill PLUS the $150 that you thought was removed. Did you pay anything in February?