Contributor
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3 Messages
Complaint about customer loyalty department
I have a complaint about the Customer Loyalty Department. I have already spoken to CSRs and managers there, so resolution of my complaint is not going to happen through them. On October 21, I spoke to a CL CSR about a promotion to lower my bill for the next year. That CSR confirmed that he could lower my bill, including fees and taxes, for internet and U300 TV to around $133 a month. I agreed. Then, when I saw the next bill for my services, the included discounts did not lower my bill as far as promised. This means that I am now being charged more than I agreed to be charged. This is terrible customer service, not to mention illegal! I have been with AT&T for years, and I have never had this kind of experience with CL. When speaking with managers today, I was told there was nothing they could do, and they even seemed okay with my just leaving AT&T.
I want to speak with a manager who can fix this for me. Is there anyone who can help me?
Constructive
Employee
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34K Messages
3 years ago
Uverse is a defunct service no longer being offered and want you to switch to streaming as they phase it out the ceo said no more discounts 2 years ago yeah loyalty may have submitted a discount but it was denied when it went up channels and the computer kicked it back.
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tutorellipses
Contributor
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3 Messages
3 years ago
I appreciate the response, but the question is whether there is anyone who can help me rectify this deception. I am aware that I am still paying for defunct service (continuity is convenient in some ways), but I was still lied to and looped into a pricing structure on false pretenses. The departmental structure of AT&T limits my recourse within customer loyalty--the agents can basically lie and manipulate with impunity. The managers have final word, and they were unwilling to honor the promises made to me by their agents.
My request is not unreasonable--to have a monthly bill for Internet+TV in the 130's or 140's (all fees and taxes included). This is what my bill has typically been over the years (with some exceptions when I forgot to inquire about new promotions). And this amount is what the agent promised me (he actually quoted me $133), and then I did not get it. And conveniently for AT&T, the agent did not leave any written record of his promise (of course not, because he was lying). Without that written record, the managers claimed to be powerless to do anything to help me. It's classic bait and switch.
So I am appealing to AT&T upper management to step in and grant me the promised fee structure and to apologize for the deception. Is there anyone who can help me?
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Constructive
Employee
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34K Messages
3 years ago
Not here this is a customer populated forum not AT&T support
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skeeterintexas
ACE - Expert
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28.3K Messages
3 years ago
As stated...this is a customer populated message board and NOT a way to contact AT&T.
You can file a complaint with the BBB to see if you get a response.
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