On July **th after being transferred multiple times, I spoke with a Direct TV superviso...

GetHuman-swisniew's customer service issue with AT&T from August 2018

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The issue in GetHuman-swisniew's own words
On July **th after being transferred multiple times, I spoke with a Direct TV supervisor named Steven. I explained that my current bill of $***.** was high due to my promotion expiring. I asked if there was some credit or adjustment he could apply to my account to help with the bill. After a long conversation Steven was able to apply a * time credit of $** and an adjustment to my Direct TV bill for $** and an adjustment to Showtime for $*. This is a total of $** in adjustments for my bill due on August *th. Steven then sent my call to ATT where I spoke with Kate who confirmed the adjustment to my bill. She stated that I would see the $** in adjustments within ** hours. *On July **th I checked my online account and saw that the adjustments were not applied. I called back. I spoke to Roger at ATT and he was no help at all. He sent me to Christine at Direct TV. Christine was able to view the conversation I had with Steven and confirmed the adjustments. Christine then said to hold on and she and I would have a * way conversation with ATT. We were connected to Mara at ATT. Mara also confirmed that the adjustments totaling $** would be applied to my bill due on August *th. I confirmed with them both the new amount of my bill, $***.**. Both Christine and Mara confirmed that was the amount I owed for my August *th bill. When August *th arrived, I paid $***.**.*It is now August **st and my bill continues to reflect a past due amount of $**!*I called on **** and spoke to several representatives who claimed they were unable to see the adjustments Steven promised. I spoke to Marsh on the ATT side and Christine (not the same person as on ****) and Chevel. All told me that they could not see anything in the notes regarding the adjustments I was promised. They all want to tell me about the promotions my new bill has on it. I know about the promotions, the outstanding $** was stated as an adjustment, not a promotion! After my conversations on **** I went to the feedback section on the ATT website and posted my issues. On **** I called Direct TV and spoke with Mara (again, not the same Mara I spoke with previously) and begged her to get a supervisor. After being told all of the supervisors had left for the night, she then put me on hold for ** minutes and a person who said she was a supervisor spoke to me. She wouldn't give me her name. She basically called me a liar and that she sees no notes that support my claim for the $** in adjustments to be applied. She was rude, impatient and hung up on me.*ATT and Direct TV customer service is unbelievably frustrating. Representatives are not trained in how to take detailed notes, they continue to apologize, yet never solve a problem. I have spent HOURS on the phone with no satisfaction whatsoever. I am only asking for what I was promised......$** in adjustments. *Most people watch the Xfinity ads and laugh when they see Pinocchio and the Boy Who Cried Wolf, I see it as my reality with ATT and Direct TV!!!!
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Customer service issue
Reported by GetHuman-swisniew
Aug 22nd, 2018 - 5 mons ago
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Aug 22nd, 2018 1:39am