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Monday, August 17th, 2020

I was told the desired package was available, paid in advance, and was then told I couldn't get a refund after I was given a different pack

yesterday (Aug 16, 2020) I contacted at&t to inquire about internet service. After a quick description of my internet use, the salesman recommended a $110 package including 30 mg internet, 200 channel cable, that came with a $200 visa gift card, and one years worth of free hbo. I agreed that i would like this package, and he promptly help me set up an account, taking my wife's social number, our address, and her email. After running her credit, he told us that she would have to pay a security deposit. All told, we paid $149 dollars, including the deposit, and a $20 activation fee. The salesman then gave us a number to call to finish the order. 

 

 Upon calling this number, we were forwarded to century link, who again asked us to run my wife's credit. They also wanted a security deposit. Calling at&t again to clear up the mistake, they told us that the package we had signed up for was not actually available. We were instead given 200 channels of cable, and then referred to century link to fulfill our internet needs. We explained that this was not what we were led to believe would happen, and that we would like our money back. The salesman then told us that we were now in contract, and that we would have to pay a fee to cancel the contract. When we asked how we would use the tv box they intended to send us without wifi, they said that it would be our responsibility to get wifi (and pay another security deposit) so that it would function. 

 

 I am beyond disappointed in the communication and customer service we received from at&t. Not only did they lie to us about the packages availability, they also neglected to mention that we would have to utilize a different internet provider just to get the services we were going to pay for. If this issue is not resolved, I will not hesitate to pursue legal action for false advertisement and unconsenual use of personal information, such as my wife's social security. 

 

 At no point during the initial call with at&t did the salesman mention that the package we were interested in was not available. At no point did he tell us that the number he gave us to call was not at&t, but century link. I am in the marine corps, and our pay is fixed. Having already paid $149 for a package I did not want, at&t expects me to pay even more just to get this unwanted package to work. This is unacceptable.

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ACE - Expert

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28.3K Messages

5 years ago

Some questions for clarity:

1.  What phone number did you use to inquire about an account?

 

2.  What TV service was being sold:  AT&T TV, DirecTV or Uverse TV?

 

3.  Did you check the AT&T Availibility Website to see what services are available to you?

 

I could be wrong but it sounds like you were dealing with a 3rd party seller.

ACE - Expert

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37.1K Messages

5 years ago

I agree with @skeeterintexas , it sounds like you actually reached a service reseller.  Check carefully who your initial contact was with.

 

You should have some cancellation period in many states.  Once you know what company you were actually dealing with, if they won't help you, you can try the BBB, the ombudsman at your local TV station or newspaper...


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