AT&T UVERSE ATT Uverse FREE means a $200 charge Nationwide

 We received a letter stating that ATT Uverse was now available in our neighborhood and offered Free Installation and Activation.  My husband called to inquire about it (we had Dish at the time) and without setting an appointment, a tech came out to install it.  I work, but it just so happened to be Columbus day and I was off, but I couldn't get a hold of my husband to confirm because he never told me they were coming out, so I let the tech go ahead and install Uverse.  A week later we get an invoice for $295 for installation and activation.  I called the 800-288-2020 service line and the service representative agreed that we should not be charged that amount, so she said she would credit our account.  A few weeks later we get our regular invoice with a $295 past due amount.  I call again and they assured me that amount would be taken off.  A couple of weeks later, my husband goes online to our account to see our channels and discovers the past due amount.  So, the next day I call again and they assured me that this amount was taken off, it just takes a few weeks to show a credit.  I believed them and hung up.  So, a week later we receive a letter asking if we forgot to pay our bill and we have a $295 past due amount and if we did not pay by a certain date, service would be cut off, and if still not paid, our account would be terminated.  So, I called again, and again was assured that the credit was applied, but this time, the rep said I owed $49 for installation of the internet.  I argued with her how Free could mean $49?  She said that was not free!  I wanted assurance on how much our invoice was, so I asked for a supervisor and John comes online sounding very inconvenienced and he assured that it just takes a few weeks for that credit to show up. I asked him what my adjusted invoice was, he put me on hold for over 30 minutes! In disgust, hung up, which is probably what he wanted. Mind you each of these calls have been over 30 minutes each.

Now, this morning, I turn on the TV and there is a message for me to pay my bill online or call 800-288-2020.  By this time I am fed up and swear as soon as we can we are getting rid of AT&T.  I called again and Amy, the rep explains line by line what the charges are.  Ok, I will concede that $94 is owed by us (their monthly bill is charged in advance), but never did any of the reps explain that to me, they all said the whole $295 would be taken off.  I wanted an explanation on what the remaining $200 is for.  She said that we received a reduced activation fee, and proudly told me we owe the $200.  I argued with her that Free Installation and Activation is not $200.  She said she would escalate my call and her supervisor Miggy would call me in an hour.  Four hours go by with no call from Miggy, I call the 800 again and the rep said I would get a call in four hours.  Four hours later, still no call, so I go online to their live chat.  After explaining all this, the rep Patrick B said that my service would be turned on in 1-2 hours and all charges would be credited to our account.  Yay, right?  Not so fast, he said wait a moment he'll get his supervisor on, and his supervisor Mike B said that service cannot be turned on until we paid our bill, and I will get a call back in 4-5 days (!!!) from the back end department to discuss the credit and resume service. 

They keep apologizing for the inconvenience, but they do not resolve anything!  After 6 calls!  And now, I have to wait an hour, then 4 hours, after that 48 hours, now 4-5 Days for a call back to resolve their mistake! This has been a nightmare and I will never use AT&T for anything.