Contributor
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3 Messages
Upgraded services and put us on a contract against our consent
Last month we transferred a cutomers exsisting services over to be billed to us. It was supposed to be at temporary situation as the house the services are being provided for is vacant,and for sale. We were asked several times during the transfer process if we wanted to "upgrade" the exsisiting services as it would save us money, and each time we said NO, we were not interested, and to leave the services exactly the same. We were told that all we needed to do was have a techinican come out and switch the exsisting receivers, and replace them with faster,better ones. We told them NO, leave the exsisting services exaclty the same. They did not listen, and sent a techinican to the house anyway. We did not answer the door and when AT&T called, we told them we would not let the technician in because we specifically said we did not want an upgrade or a change to services in anyway. Well, a month later we called to cancel these services and AT&T is trying to tell us that we received some upgrade, that we not only didn't ask for but have specifically stated on mulitple occasions we did not want. We are now on some 12 month contract becuase they upgraded our services, again without our consent, and they want to charge us a $350.00 deactivation fee..??? We never let the techinician in to swap out our exsisiting equipment with the new ones that apparently this "upgrade" came with, but now they are telling us the equipment dosent actually matter, even though the sales lady at the beginning of this mess said us receiving faster equipment was the reason for us needing this apparent upgrade. I honestly am in disbeleive by this whole mess, it seems..Like extortion really. I'm reaching out on here for advice, as the phone reps were absoultley useless, throughout this entire process. They said they would review the phone logs and get back to us, but from other posts I've read on here, it sounds like that could take months, and I don't want to wait that long to cancel services I never asked for. The transfering process was so comically hard, we took screenshots of one of the online chats we had with AT&T, which lucky for us, documents us telling them NO multiple times to any change to current services. Please help, I'm so frustrated and flabbergasted by this expereice that I'm feeling inclined to eat the cancellation service for our cell coverage ( different department, but it is the same company) just so I don't have to deal with AT&T ever again. Please find visual chat documenting one conversation to follow.
ATTU-verseCare
Community Support
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865 Messages
8 years ago
Hello @JennBerg,
We are sorry for this inconvenience to you. In order to best serve you, we are transferring this to a billing/account specialist. They will reach out to you via email and use the email associated with your Forums ID. Thank you.
-ATTU-verseCare
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JennBerg
Contributor
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3 Messages
8 years ago
Hey, I was just wondering if somebody was going to follow through on this or not? I received and responded to an email, and have not heard anything yet. We received a bill for these services that is due in a few days and I would like to get something resolved before it's due date. I need to speak with somebody who actually knows what they are doing, via email. While we were waiting for resoultion we lowerd this contract to the lowest possible services to reduce the monthly bill from almost $200.00 to $50.00 a month. Well once again that whole phone conversation was for nothing, as our first bill is for the full amount, for all the services, which we did not ask for, that are being provided at a home that nobody lives in. I am extremely frustrated at this point and was wondering if a fellow member could tell me what our legal rights are, since we have some of the conversations documented.
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JennBerg
Contributor
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3 Messages
8 years ago
I just wanted to follow up and let everyone know that somebody (Makebah) from AT&T did finally reach out to us and took care of everything. She got the contract we never signed; cancelled, the services we never asked for; cancelled, and the bill changed to reflect what we actually agreed to pay for. She was amazing actually. I wish everybody who worked there was as knowledgeable, and professional as she is. Makebah, if you see this, thank you again! You made fixing this mess as easy as it should have been, as easy as it should always be. AT&T needs to set up a customer service workshop and have you teach it to every other employee we had to deal with before we got to you.
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