• Report: #719322

Complaint Review: AT&T

  • Submitted: Tue, April 19, 2011
  • Updated: Tue, April 19, 2011

  • Reported By: mentor — Carencro Louisiana United States of America
Lafayette, Louisiana United States of America

AT&T Bell South AT&T sales & cust. service lie about terms re: promo packages/deals. Lafayette, Louisiana

*Author of original report: I finally had to quit AT&T after they accidentally on purpose cut my internet

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I kept falling for different deals as presented by the sales team & customer service reps regarding my long distance service and DSL internet. When the bill comes, check it carefully. I was promised a lower bill with more long-distance services. I asked questions about hidden fees and taxes, etc., to make sure the bundle deal was as promised.

Bill arrived and no deductions as promised. Bill was higher, in fact. Called and they explained savings and deductions would show in a few months with proper credits for overcharges. Never happened. I tried to restore my old service at the old price, but they said they could not grandfather it in. I ended up signing long distance with Pioneer, which is a good deal.

Next, same thing happened with DSL. The sales dept. person Heather ID102S in Georgia promised a promo of $19.95 per month for a year, $20 gift card, and 6.0 speed if I changed. This time I asked if I would lose the old rate if I decided to go back to my old service after the 30-day period since this includes a contract for a year. Heather said I could go back before 30 days with no penalty or increases.

I did not notice faster speeds at all. Further, the bill came charging $42. for the DSL instead of $19.95. I called and Mrs. Rochester ID KR7270 in Georgia told me there is no 30-day opt out with the service. Mrs. Rocherster gave me bogus number for Heather's supervisor to report she lied to me about the 30-day trial period before one-year contract kicked in.

It was a toll call 904-350-2572 to manager Zana Coleman-Wilkerson ID DC1042 supplied by Mrs. Rochester, who said Zana is Heather's supervisor. Nobody answered and phone system asked for extensions, etc. so that was bogus.

Finally, called 888-757-6500 again and got Retention officer Mr. Leeson in Georgia who said he was not allowed to give out his ID number. His email is RL2613@att.net so his ID must be RL2613 with the initials of the name at the start, I assume. He said my request to go back to my old service of 1.5 speed and cancel 6.0 promo was "silly" and "crazy." He finally relented.

Make sure you get a confirmation number code for all transactions along with ID numbers or you will not stand a chance with the AT&T workers. They lie about everything to get you locked in to so-called deals. I was worn out after this ordeal.

Don't ever fall for these bundling promos. By the way, a new rule states that any AT&T rep you speak with can hang up on you if you yell at them or insult them. I was careful to be civil so that I could reach my goal of going back to my $32.95 1.5 megs speed DSL but was totally exhausted. It took me several hours to accomplish this. 

This report was posted on Ripoff Report on 04/19/2011 06:18 AM and is a permanent record located here: http://www.ripoffreport.com/r/ATT/Lafayette-Louisiana-70520/ATT-Bell-South-ATT-sales-cust-service-lie-about-terms-re-promo-packagesdeals-Lafay-719322. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

I finally had to quit AT&T after they accidentally on purpose cut my internet

AUTHOR: mentor - ()

I'm writing this update while on hold with AT&T billing regarding an incorrect refund amount on my final bill after cancelling service. They transferred me 6 times between accounts receivable and billing, and each person had different reason for not being able to pull up my account or to explain how they calculated the incorrect refund. Accounts receivable and billing bounced me back and forth 4 times; during those transfers, I was cut off twice, so had to dial all over again.

It took an hour and half on the phone to finally get a good customer service specialist who was truthfully explained the refund calculations: Mr. Will Bunch in Mississippi. Jamar in Virginia billing said he could not pull up my account because I cancelled two months ago, so he transferred me to accounts receivable again.

Their, I had to ask for supervisor to get any sort of logical answers since the ordinary cust. service worker had it all wrong and tried to transfer me again to billing. This continued until I reaced Supervisor Christina Gross in Accounts Receivable, who said she could not detail how the prorating for refund was calculated, so she transferred me to specialist Mr. Will Bunch, who finally gave me the dates and figures used to estimate the prorated refund.

The hold times are always long due "extremely high call volumes," and cut-offs are frequent. Also, if you don't agree to a sales pitch in advance, they will just transfer you or cut you off. 

The best thing AT&T did was to cut off my DSL internet service even when I did not request it cut off while I cut off my phone service. They wanted to charge me $45 to reconnect DSL even when I did not request to cut it off. I now have excellent internet service from COX, so they did me a favor since I'm free from AT&T forever. What a bloated company that can't even see its own feet.  
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