I have had issues twice this year with AT&T. The first time, I was being told different...
GetHuman-cmcain's customer service issue with AT&T from December 2018
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The issue in GetHuman-cmcain's own words
I have had issues twice this year with AT&T. The first time, I was being told different prices by different people. I filed a complaint with the FCC and received a phone call from la Lisa Lister. She was very nice and helpful. She told me that the reason that I was receiving so many different quotes was because the call center employees are taught tell you what you want to hear. That way you will hang up and be happy(until the actual bill comes out). She did credit me $*** for all of my trouble. Fast forward to the Tuesday before Thanksgiving. My family needed two phones to replace phones that were not working correctly. We went to our local store, and I talked to a nice gentleman that told me there was a b*g* sale going on. Through our conversation, it came up that we should be receiving a military discount which would be **% off of the $** plan. He said once we received the discount and I was dropping insurance off of * phone, that our bill would only change by $*. Our bill is usually $****$**(installment for * new iPhone)-$**(military discount)-$*.**(insurance that I removed from my phone). I repeatedly asked if there were fees involved with switching, if there what the catch was to get a free phone, and was he sure that my phone bill would basically stay the same. He said that there would be no further charges, and he was sure that my bill wouldn’t change by more than $*. We bought the phones and went home. I needed to call and cancel one of the phone numbers because that was a requirement to get the B*G*. We had to activate a new line. I called the company to cancel the one line and went ahead and asked what our bill would be. The person that I talked to said that the plan we were on only let us have a **% discount, and he discount wouldn’t take effect for * months. I told him that was not what I had been told. He also explained that I would have to pay * installments of the “free” phone. He decided that our bill would be around $*** dollars. The next morning we receive an email that tells us of all the changes that we had on our account and that our bill would be $*** in Dec and $*** after that. I phone chatted with an employee with the company. He said that he doesn’t know where the totals came from but that they are wrong. He said my bill would be around $***.** before taxes. Taxes add around $**. I then called the company to verify that. The service person that I spoke with said my bill would be $***. The day after Thanksgiving, I called Lisa Lister’s office to find out if she could figure out exactly what my bill would be before the ** day return window is closed. She was out of the office and gave another number to call if there were problems. I called the number and left a message explaining everything that had happened. I received a call back when I was working and couldn’t answer. The woman told me that the plan I was in did not qualify for military discounts and that I need to go look at past bills and figure out what my bill would be on my own. I called back and left her a message that I would do that but I am receiving conflicting messages so Inreally don’t know how to calculate it. She called back and left a message that said for me to go return my phones that it was crazy for me to think that I would only have to pay a $* difference for * new phones. She also said that she would not help me like Lisa Lister did by giving me a credit. I called and left her a message explaining that I did not ask for a credit. I asked for a total that should be easy to give, and I wanted the truth. She never responded back. I emailed Ms.Lister and told her about the confusion going on and the other woman called and left me another message saying that I should be able to figure the bill out myself. I’m almost over my ** day limit and I still do not have answers. AT&T is the master at the bait and switch. They will tell you one thing to get you hooked and then switch when it’s too late do do anything. I am very frustrated!
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