Tutor
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7 Messages
Uverse Chat Billing Fraud - ATT Uverse will not honor price, lies and fraud.
I've been a long time ATT customer, we've had internet with them for the last ten years. The promo on my account was expiring, so I decided to contact live chat on January 23rd to see if they offered and bundles for television and internet.
They quoted me $137.49 for BOTH U450 and 45 mpbs for 12 months.
(Excluding taxes and fees obviously).
Agreed and signed up for it. Before they came to install it, I once more did live chat to confirm that was the price, and informed them that the promo I had for internet is expiring shortly.
They assured me the price was indeed $137.49 per month for U450 and 45 mpbs.
Great. (I retained both chat logs)
I look in my account prior to receiving my bill and see that the price is quite a bit higher, nearly 40 dollars a month more than I agreed upon for the package.
I call and speak to customer service, they tell me that the price is higher because the promo I had for internet expired.
They're able to pull up the chat logs from the reference numbers I provided. Speak with the supervisor, assure me that I will be indeed getting the price I was told and they'll take care of it for me.
Fast forward to March when I receive my bill for two months.
Still not taken care of, still being charged more than the agreed price.
I once again call and speak to a customer service rep, she informs me she sees the previous customer service rep left a note that he would take care of it, never did.
But assures me it's not a problem and she'll take care of it herself. She also informed me that she would call me the next morning to confirm it's all taken care of.
Surprise surprise, no phone call the next day.
48 hours later I call myself and speak with a third rep on the phone.
He informs me that the billing department decided not to honor the price we agreed upon due to the fact that they no longer have the promo they were quoting me on.
He told me he could either downgrade my package, or cancel my service - but they're not going to honor the monthly price.
That's fraud, plan and simple.
Clearly they rather perpetuate fraud and lose a customer for over 10 years.
I suppose it's sadly time to switch to comcast.
I just can't fathom how they could have such business practices.
How is this not fraud?
mibrnsurg
Expert
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4.3K Messages
9 years ago
@FloridaLeo They have not given deals on Uverse service in awhile. Have been trying to switch TV users to DirecTV. Chat prices can not be believed as everytime they give a price, sales won't approve it.
Chris
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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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FloridaLeo
Tutor
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7 Messages
9 years ago
That's blatant fraud.
They're telling you one price, signing you up for the service then billing you another.
How could they not honor a price they quoted in their chat?
The price you agreed upon.
That makes utterly no sense.
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ham3843
Scholar
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189 Messages
9 years ago
Yes, it is, I would be contacting the state consumer protection agency and or the AG.
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FloridaLeo
Tutor
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7 Messages
9 years ago
A supervisor was suppose to call me within 48 hours.
So far no one has called me, nor do I expect to be called as they didn't call the last time they promised.
I'm going to call tomorrow again one final time before contacting the AG and consumer protection agency to report the fraud.
Cancel my service, and sign up for Xfinity.
The right thing for them to do would have been to adjust the amount to what was promised in the chat accordingly, and keep a ten plus year customer.
Instead they would rather lose a customer over $37 a month.
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mibrnsurg
Expert
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4.3K Messages
9 years ago
@FloridaLeo 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 billing problems. Many times these are answered by FB/Twitter Soc Media Managers and use email. See if they can give some help.
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. They can do more than any phone rep and stick w/it till it's done. 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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boondoggled
Contributor
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3 Messages
9 years ago
Strange.....similar thing just happened to me~ Quoted one price and the next day noone knows anything about it!
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ATTU-verseCare
Community Support
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865 Messages
9 years ago
@boondoggled,
Hey,
We have received your private message and look forward to working with you to get this sorted.
ATTU-verseCare
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ham3843
Scholar
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189 Messages
9 years ago
@I hope both @boondoggled and yourself post back here with a follow up so that we can see whether or not the @ATT-UVerseCare actually takes care of your situation.
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FloridaLeo
Tutor
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7 Messages
9 years ago
They emailed me and informed me that a social manager would contact me shortly.
Still waiting on them to contact me.
Hopefully they contact me soon, as I need to know if I should start looking for service elsewhere.
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FloridaLeo
Tutor
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7 Messages
9 years ago
Received a call from Emeric (Badge #[edited for privacy – please do not post personal information]) today.
He informed me that he realizes two chat representatives confirmed I would be paying $137.49 per month, but they won't be honoring that price.
I asked him if realizes that's outright fraud.
His ony replies were, I'm not honoring it - that's all I'm saying.
I'll be contacting the AG Monday morning.
Let this be a hard lesson for you folks looking for ATT Uverse service.
ATT isn't above perpetuating fraud.
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ham3843
Scholar
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189 Messages
9 years ago
I never believed that the social media people were actually ANY different from the horrid
phone and chat CSRs....now you have confirmed my belief as I also dealt with them and had no luck getting my problem resolved either.
Yes, definitely contact the state AG and the FTC as well. And please post back with updates so that your experience might help other customers in the same unfortunate situation.
The only other avenue might be to contact AT&T Executive Corporate HQ in Dallas, TX
if you want an executive office contact PM and I will provide you with the info. I can't make any promises but it might get things resolved.
Aside from that I wonder how AT&T shareholders would feel if they knew this stuff was going on, you think they might want to sell? LOL
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mibrnsurg
Expert
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4.3K Messages
9 years ago
If not mistaken, chat is handled by a 3rd party company that is acting just like the DSD salespeople from a 3rd party company. Both just throw out prices that are ridiculous and ATT will not honor them.
Best advice is never use chat anywhere, it is totally ineffective dealing w/1 person handling 10-15 different users at the same time and not screwing something up in the process. 😉
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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FloridaLeo
Tutor
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7 Messages
9 years ago
There's a few glaring issues with what you're suggesting Chris.
First off, even if chat is handled by a third party - this said third party has the authority to create and manage accounts. They're working hand in hand with ATT.
They're working directly through the ATT website. I would say it's safe to assume they're one and the same company, or a subsidiary of ATT at the least.
Secondly, without the chat I would have no utter proof that they offered me said price that I agreed to. As dishonest as they are it's quite evident that they would play dumb when I called in to dispute the charge (as they tried with me, till I provided the chat log).
The service I received via phone was beyond atrocious. Two times I was told they would take care of it and I had nothing to worry about it. Two times it wasn't.
Two times I was told I would receive a call back, I never did.
There is clearly an issue within ATT itself.
I'm quite sure they're aware of the prices being offered in chat.
And I'm quite sure most people don't save the chat log, as it does not automatically email it to you.
Sounds to me like it's a good ol' switch and bait fraud technique.
Offer one plan, charge for another.
Worst case scenario the customer cancels, though in many cases I'm sure they try to blame it as a misundering on the customers part, and offer them an insulting discount in the hopes they'll keep their account as they did with me.
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FloridaLeo
Tutor
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7 Messages
9 years ago
I find it comically that they blocked out Emeric's badge number.
It's not private information. His badge number is readily available to those that request it.
His last name is obviously private information, and not provided.
The only repercussions he could face would be internally within the company from the release of his badge number.
Which would be warranted considering his dismal response to this situation.
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mibrnsurg
Expert
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4.3K Messages
9 years ago
Nope, see the Guidelines, no employee IDs can be used and will be deleted. Not a reflection of any type; although seem to want to make one. 😉
Edit: Employees are directed to give their ID out if requested.
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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