WHO TO CONTACT TO COMPLAIN ABOUT SERVICE AND REPS?? I'M DONE WITH CLUELESS PPL!

No need to post 4 times.

https://forums.att.com/t5/U-verse-Community-Suggestions/MAYBE-ITS-TIME-TO-START-SHOPPING-AROUND-BECAUSE-ATT-DEFINITELY/m-p/4205166#M9254

😉

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(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

Ok, now that I am a little calmer and can actually communicate...

November 2014 I called customer service to renew my NBA League Pass.  The agent told me about a promotional for the 450 Package, kept pressing me to try it out for free, if I cancelled before the specified time frame, I would not be charged for the upgrade. I reluctantly agreed.  I upgraded to the 450 package and added the League Pass.  I requested at that time to be able to pay the League Pass charges in installments as I have done previously but was told that was not possible this season.  I would have to pay for the charges upfront.  So, I agreed to pay the $199.00 fee, in NOVEMBER 2014.

I had been watching all my NBA games since then.  

Then yesterday we called to downgrade our movie package back to what it was prior to trying out the promotional package.  Talked to an agent and told her to revert my package back to what it was previously and she said she could do that.  She didn't sound sure of what she was doing so I kept asking her over and over if she could see the package we had previously and  she assured me that it was.  I truly wasn't convinced she did that but I had to take her word for it.  I hung up hoping she did the right thing..

When we tried to watch the basketball game last night, our League Pass was blacked out.  We called and asked what happened and these are the things we were told:

Agent 1:There is a systemwide issue with NBA League Pass and we are working on resolving it.  We will call you back shortly to let you know what we can do to fix this issue.    

*****no call back from at&t****

Agent 2 (Shawn on chat): Due to a system issue, we are unable to renew any the NBA LEAGUE PASS package this year. 

*****I was not trying to RENEW I was trying to access a channel I have already paid for in FULL*****

Agent 3: Go to 9910 and you can watch the game from there.

****DUH that is the account manager channel****

AGENT 4: Your League Pass was cancelled because you have a past due amount on your account. 

****We already had a payment pending, AND our service had not been disconnected!!!!  ONLY THE LEAGUE PASS!!  Which we paid for in FULL in NOV 2014.****

Agent 5: Because you made changes to your package, this interrupted your NBA League Pass and you will not be able to access those channels for a full 24 hours after initiating a change.  

****NOT TRUE BUT UNACCEPTABLE!  NOTHING SHOULD INTERRUPT MY LEAGUE PASS!!

Agent 6/Supervisor Maria: We have to go to the back and figure out what is going on with your services, we will call you back shortly..

Agent 7: Go to 9910 and order it yourself.  

****Out of desperation we tried to add it and "RE-PAY" for it but then it said there was an issue with our account and we couldn't add this ****

Agent 8 (Chat): ****After answering all the questions and providing my call back number in case we were disconnected, we were disconnected and NO ONE CALLED US BACK.****

Supervisor Maria called back: The reason you can't get your League Pass is due to a past due balance..

****Why did it take 3.5 hours for you to determine this?  This makes no sense because our service has not been disconnected!!****

Agent 9 (Chat) Jean: For the NBA league pass, the HD technology is required. That is included on the U450 package. Downgrading the package to U300 will remove the HD technology. Hence, will result to the removal of the NBA league pass.

****I DID NOT DEACTIVATE MY HD!!!???!! did not deactivate my hd??

Then she came back with: I have the update that due to system error. We are unable to add NBA league pass at this time. There is no update yet as of when can we add this subscription. You may contact our billing team at 18002882020 tomorrow between 8:00AM- 7:00PM. They will assist you about proration since you mentioned that you paid the whole amount. Please contact our billing team to see if they can still possibly add the subscription for you.

****EXHAUSTED AND GAVE UP THE GAME WAS OVER ANYWAY****

Today's continuation...

Came home and tried to watch the channels since it had been over 24 hours so we should have it now...

NOPE.

Called again, was told that we need to pay the past due amount and we did.  AND WHAT DO YOU KNOW... SHORTLY AFTER, THE CHANNELS SHOWED UP AGAIN.

****Why couldn't anyone just say this to us yesterday with 100% certainty??  We could have just paid this yesterday and not wasted all this time and energy!!****

I WAS DENIED ACCESS TO THE CHANNELS EVEN THOUGH I PAID FOR THE PASS IN FULL...  

AND NOW I go online to try to cancel the payment arrangement scheduled for next week, for the money to automatically be deducted from my bank account, and the system doesn't allow me to cancel it!!!!!  I call and they are closed.  I tried to chat with an agent and was disconnected twice.

Giving up again tonight.  

What customer service?  What loyalty?  

Let's see if they really respond.  Sent a message. Waiting. 

Hi @TXZAZ2 ,

We have received your message and look forward to working with you on this issue.

-David T