Tutor
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6 Messages
Need linked billing, bundled package, credit for unused service
1. Upgraded to UVerse High Speed internet service 12/14. Technician missed appointment which was scheduled weeks in advance. Missed two days' work waiting for his arrival and was without internet service. Received no apologies and no explainations and certainly no discounts.
2. Voicemail on home phone was never set up, never used, but was billed for it for a year. Would like credit for this unused service. Should be easily trackable that it was never used.
3. Need ONE bill for Uverse, Wireless and DirecTV -- and with that should receive a bundled discount.
4. Need ONE access ID and password to access ONE bill online for bundled services without having to reset, reset, reset and re-re-reset IDs and passwords or wait forever to talk to a human or resolve anything online. Only decent customer service is from AT&T stores where you can still talk to a real live person. But even then it seems to take a month or more to realize changes or adjustments have been made -- if you can successfully access your account online. Have been unable to satisfactorily view billing details for service in months because the IDs and passwords were "invalid." It took a very helpful representative -- and his manager -- at a local AT&T store more than an hour recently to assist in adjusting my services. Most of his time was spent being either on hold or transfered from person to person. Guess it's the same whether you're an employee or a customer.
5. Please consider this formula: Simplify + Communicate = Much Happier Long-time Customer (and likely a happier, more productive retail representative, too).
ATTU-verseCare
Community Support
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865 Messages
9 years ago
Hi @simplify,
We can look into this. Please take some time to look at our combined billing link for information. Also, we can look into combining your billing and the bill. Please send us a detailed message by clicking here. Be sure to include your name, 9 digit U-verse account number, phone number, and the best time to reach you.
We will get back to you as soon as possible via email. In the meantime, let us know if you have any other questions or concerns!
-ATTU-verseCare
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simplify
Tutor
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6 Messages
9 years ago
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simplify
Tutor
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6 Messages
9 years ago
I spoke to a very helpful customer service representative Monday, March 28. She helped me get my plan straightened out and stayed on the line with me while I made sure I could connect to myatt and also link accounts.
One week later, my wireless router/modem stopped working, so Monday, April 4, I was again on the phone with a representative who had to do a factory reinstall to get my internet connected.
Now, for the third Monday in a row, I have received a letter in the mail (why didn't you call or email?), telling me there's a problem with my autopay/bank card. If there's a problem with an updated bank card, can't you call or text me so it can be resolved in minutes?
I really hope when next Monday rolls around, I don't have to be on the phone with you! No offense.
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simplify
Tutor
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6 Messages
9 years ago
P.S.
It just took me almost 30 minutes to manuever myatt.com just to check on my two linked accounts, and also to re-re-re-re-re-re-enroll in autopay only to find out that the account I received a letter about today : 140766775 is already set up to be paid from my checking account. So I really, really resent being notified of a payment being past due, when I've given you the necessary information. I better not have to pay a late fee. This is ridiculous.
You really need to get your site -- which you direct everybody to go to, even when your internet's not working, which always cracks me up -- to work more efficiently.
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simplify
Tutor
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6 Messages
9 years ago
I have given you EVERYTHING you need to get my bill straightened out. EVERY week it's an issue. I AM ON AUTOPAY! You have my bank account info. Please get this figured out. I have been immensely patient with this "virtual" ineptitude. My at-home business is dependent on my internet service. If I can't be assured that your automatic system is working, then how can I be confident in the services you provide? PLEASE get this figured out NOW!
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JefferMC
ACE - Expert
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36.9K Messages
9 years ago
@simplify, you have made a post an a public forum provided for AT&T users to communicate with other AT&T users. While AT&T employees do look at forum posts from time to time, you should have no expectation that any particular action will come from such a post.
You should instead click this Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site, next to your avatar and name) in a business day or three. You can speed things up by including your name, Billing Account Number and the best way and time to reach you.
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simplify
Tutor
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6 Messages
9 years ago
Thanks, I appreciate the advice. My luck with any kind of response about billing has been minimal regardless of what I click or who I call. But thank you.
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