Contributor
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3 Messages
Please Help! Major customer service issue needs attention ASAP please!
Can anyone please help?!
I haven't found this issue on the forum yet although there are a ton of entries about various billing problems. This is not about UVerse but I don't see one for regular phone/basic internet?
I'm a caregiver for my elderly mom and she had cancelled her service 2 years ago being out of state. Before she returned home this month, we called in November to find out if she could renew her old phone service/lifeline and how to go about that as she wanted to keep her old phone number if possible. I actually spoke to (3) different out of the US reps and they were all sadly, very rude and un-helpful. The last one from the Philippines gave me 2 different prices and when I pointed that out to him, that he had told us one thing and then changed it a few minutes later, he put me on hold for about 5 minutes and then came back and said he could no longer offer her old plan since that was 2 years ago (we had already figured that might be the case) and he then gave us a new plan that 'started' at about $70 a month higher! She lives on limited social security and can't afford that which is what I had told him. He said sorry, there was nothing lower and I said thanks anyway we'll have to look around because she can't afford it. He got mad and said, good luck I won't find anything better anywhere else and hung up on me! The 2 reps before him had spoken broken English and had transferred me as I could not understand them or them me. "Each" time I had asked to please be transferred to a US customer service rep they denied me and said they are NOT allowed to do that and that they have NO way to do that, hmmm. Other services such as credit cards and such do that if you ask but they said they won't and can't...They would however, transfer me to yet another country for service in hopes I could better understand them--how interesting is that??
I say all this so that you'll get the background for our problem and complaint. Apparently this last customer service guy in Philippines named 'Juan' which probably was not his real name, went ahead and actually signed up my mom for service anyway! She has received a bill for $98.25 for NOTHING which is due 12/29/15!! This is horrendous and appalling to do to anyone let alone a limited-income senior with health issues. What led me to this forum in desperation is that I have spent all morning on the phone calling ATT customer/billing service and 'each' time I have been connected to an out-of-country rep who is rude and 'refuses' to transfer me to the US saying they are not allowed. The last guy actually refused to say if he was even in the US, he said I'm not allowed to verify where I'm located--of course, so I won't know he's in another country and he also hung up on me. Come on, AT&T, be upfront and transparent with your loyal customers. I've been with AT&T for years with all kinds of services myself and I can't believe we're dealing with this issue! Someone please help! We need to get this bill corrected immediately and I can't lose anymore time from work to deal with something that a company should automatically offer its customers--quality customer service! Is that too much to ask??
What can I do?
mibrnsurg
Expert
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4.3K Messages
9 years ago
@jj1212 Contact ATT Customer Care on the link in my signature below..
Send them a Private Message, on this link, and they should be able to give the help needed to solve your not wanted plan problems. They are available M-F 8am-11pm Eastern time (also around on weekends, FB Twitter Social Media Managers), response may take up to 2 business days.
This is not the regular CS/TS phone people, but the social media Community Specialists that know the people to contact to get things done and gone above and beyond for me. They can do more than any phone rep and stick w/it till it's done.
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. Holidays may slow things down, too. 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(billing and 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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Jeffster
ACE - Professor
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411 Messages
9 years ago
You can send a private message to the escalation team at ATT Customer Care and someone will get in touch with you in two to three business days to help you get a resolution to your problems.
To check for their reply, click the little blue envelope.
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jj1212
Contributor
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3 Messages
9 years ago
Thank you I just sent that message, I had tried before but it wouldn't go through from a different forum member's link. This issue is NOT solved, I tried to uncheck the solution box and it has proclaimed us as solved, sigh, why are these things so difficult. 2 to 3 days is a long time to wait for help with an issue that we did not ask for nor create but I'm sure that's just your guesstimation. In any case, thank you for the response to both of you, I just hope the resolution will come easier than any contacting has been. This guy in the Philippines should be fired, he fraudulently signed us up and that has to be against the law or with the FCC or something. I just didn't want to go through all that if I didn't have to. 😞
Thanks again for your replies.
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skeeterintexas
ACE - Expert
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28.3K Messages
9 years ago
The Customer Care Team doesn't know if your problem happened 3 days ago or 3 hours ago. Bear in mind that today is Sat. so give it until Wed. of next week. I know that may seem like an eternity but if they can straighten your mess out, it will be worth it.
This is marked "Solved" at this time because we (customers such as yourself) have helped you as much as we can.
Please let us know if and when things get straightened out.
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mibrnsurg
Expert
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4.3K Messages
9 years ago
I got them unchecked for you, mine and jeffster's, postback w/a solution and choose it as the solution. Just cause it's the only thing we can do, it's not the solution, it's just sending someone to get a solution. 😉
Chris
__________________________________________________________
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and 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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jj1212
Contributor
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3 Messages
9 years ago
Thank you Jeffster and Chris for responding and Chris for unchecking the resolved notation. Now hopefully they will still see it as an urgent issue. It will be a late bill shortly and that will have further issues to deal with so I'm hoping they will respond soon to eliminate us and them extra headaches.
Thanks again!
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