Contributor
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2 Messages
Rebundled and got a bill much higher than it was supposed to be.
I rebundled in January because my old promotion was expiring. I was told that the new total price would be within about $10. I was paying $119. From what I heard today, there is actually a note on my account that says she told me it would be about $110, but I don't remember her saying that. The lady was very nice. But, what she told me when I rebundled was that the new U300 promotion was cheaper, I would lose the receiver promotion, and it would come out to be possibly up to about $10 higher depending on taxes.
She also said there would be an adjustment period on the bills because she credited me something. That part happened and my next bill was under $100. But then I just got my new bill and it is $178. That is $60 more than I was paying before. If she had told me that, I would not have agreed to it.
I called today and was told the only thing they can do is give me 1 receiver off ($9). The lady was nice but can't get me anywhere close to what I had agreed to. Can anyone here help me or is it time to look elsewhere for service?
Jeffster
ACE - Professor
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411 Messages
10 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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*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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ziggy01
Contributor
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2 Messages
10 years ago
It happened to me too. Customer service is closed at night and can't wait until tomorrow to get hold on to one of the reps. Very frustrating.
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baseballisback
ACE - Professor
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8.2K Messages
10 years ago
I do agree that AT&T billing is rather confusing. You almost have to be a math major to make sense of it all. There's a few big points to keep in mind:
1) There is a bill increase every January/February of about $5 to $7 each year, depending on what services the customer subscribes to. Compare this to other providers who raise rates willy-nilly.
2) Bills are charged for the month in advance. If my bill is due on January 20th each month, then I pay on 1/20 for services from 1/20-2/20. I think. It gets really confusing when I add a bunch of free channels for a month or three here and there. If my rate is quoted at $120 per month, it may not be this once I add and remove free channels, especially when I pay for these channels a month in advance.
3) Free stuff is free, but you'll end up paying for it. Kind of. They promised to waive the $49 install fee for my STB considering I already had the wireless access point and I set the equipment up myself. But...what they ended up doing was giving me a $49 credit on my next bill because they knew the next bill after that would have that $49 fee on it.
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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MicCheck
ACE - Expert
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605 Messages
10 years ago
Important correction to point 2: AT&T bills a month in advance; you do NOT pay a month in advance. If your bill is due on January 20, it's likely that billing cycle started about January 1, so you're actually paying on 1/20 for services from 1/1 to 1/31.
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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bradgg
Contributor
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2 Messages
10 years ago
Emailing ATT Customer Care team did get me a response from a nice guy who tried to help within about 6 hours. But there wasn't much he could do to rectify the situation other than having me lower my service tier. And even then I would still be paying ~$15 more than I was previously.
But he was willing to waive the contract termination fee since it was a misrepresentation on AT&Ts part. So I guess it has come down to starting over. Thanks for the help guys.
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ziggy01
Contributor
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2 Messages
10 years ago
Thanks. It seems that this forum conversation is effective. I have been contatcted by customer care. Also spoke to Customer Rep next day and it seems that the issue has been taken care off. A technician that came to my house seemed to order a WiFi that I have never received but being charged for the equipment and service.
Btw, I have already been charged for a WiFi when they installed the service and the WiFi is not working properly. I am now using a wired link on part of the house. So not only this was a reduction in service but also an increase in fee.
Anyways, it seems that all is going into the right direction. Thanks to the Forum and Customer Service. Will update if issue comes back again.
Thanks again.
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