Lied to by not 1 but 2 representives!

I am very very upset and furious with AT&T. Back in January I spoke to an AT&T agent who was able to convince me to switch from Comcast to AT&T Uverse. In our hour and a half phone conversation he did his best to help me find the best Internet and Cable Plan that would work for my family. The agent Brian C. was also able to promise me a $400 rewards card to be sent to me after 30 days of having the service. Before our phone conversation ended, I requested for him to e-mail me the Uverse plan I subscribed for and he did. In the e-mail he also clearly stated about the $400 rewards card I was going to receive. Within the first two weeks of service, I've had problems with the DVR. On the second week, an AT&T technician had to come to my house to fix DVR and he replaced it with a new one. According to him I was given a DVR that was refurbished. At that point I was already disappointed with the service provided. I was not expecting to have problems within the first and second week of installation. A week after, I called Rewards department to ask about my $400 rewards and I was once again disappointed and aggravated because the agent told me I was not eligible for $400 rewards card. I told him I had proof (the e-mail) that this was promised to me upon signing up for Uverse. The agent was very rude and not helpful at all. He said for me to contact the agent who told me I could get $400. I was mad once again because we all know that's hard to do. But of course I still tried and spend many many hours on the phone trying to find a resolution, AT&T has given me the run around for months now. I was promised I was going to get a call back from AT&T agent Brian C. and his supervisor. I waited for a week and no one called. I called again and again but nothing. No one knows how to help me. Finally March 12 an agent named Jennifer R helped me. She said she could give me the $400 credit on my account then get that $400 as a refund check and it would be sent to me within 2 weeks. So once again 3 weeks has past and I have not receive the check that was told I was going to receive. I called last wednesday Mar. 25 and I waited 46 long minutes on hold just to be told that I should call back in 24 hours due to the upgrade that system was going through. At that point I was beyond stressed. I dont understand how a big company such as AT&T would fool and cheat their customers. I am only after what was promised to me and after all the stress and time wasted trying to get this problem resolved, $400 won't even be enough compensation for how stressed I have been to the handful of agents and supervisiors I've spoken to who have only lied to me but also wasted my time. I feel trapped now that I am in contract with AT&T uverse. I strongly believe I was promised $400 upon signing up only to get me to switch from Comcast to Uverse. I regret leaving comcast for a company that fools their customers. I will be seeking further action regarding my issue with AT&T. I am beyond furious and disappointed. I do not deserve to be this stressed out over cable and internet service. 

@kreed0805 

Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

To check for their reply, click the little blue envelope.

@furious823 

Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

To check for their reply, click the little blue envelope.