I am a former Verizon I-phone user. A year ago October, my boy friend (who is now my h...

GetHuman-lovelybl's customer service issue with AT&T from December 2018

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I am a former Verizon I-phone user. A year ago October, my boy friend (who is now my husband) and I went into the Baxter, MN At&t store and he convinced me to switch to At&t and take advantage of the Buy * get * free Samsung Note *. If we turned in * smart phones we would get $*** credit for each one, which would bring what we owed for the phone only about $***. We were told we qualified since we had Direct tv. We were told we needed to have direct tv, and we needed to finance them for *months which would bring our monthly bill to $*** month for * months and then our bill would drop down to our monthly plan price($***). Ultimately it would be a great deal. So I switched phones and service providers. We were in the store for about * hours and way past closing time getting set up. I thought the customer service was outstanding and was supper impressed. About Feb*ApriI I called to inquire about our bill going down and was reassured that it would go down in April. Life for us got hectic, we ended up buying a house and getting married, and summer was super crazy & busy. Things are slowing down now and we started looking at bills and realized that our cell phone bill has not gone down as it was suppose to. Monday night my husband spent * hours on the phone with At&T customer service. The gal was super nice but ended up telling him we did not qualify for the buy * get * deal and we were paying full price for both of our phones!! They said that it was because we do not have Direct tv. She explained that we did not qualify for the promo when we got the phones. This was news to us! We were told we qualified we just needed to have direct tv and had to finance the phones. Never once were we told that a condition to receiving the buy * get * free that you had to continue to have direct tv for * years!! We did not expect to be buying a house and we decided to go with Spectrum with our new house because of issues we had with direct tv when we have storms and we heard Spectrum does not have those issues. Had we known you would charge us $**** for our phones we would of kept direct tv!! We were told that your company tends to have many issues with customers calling and complaining that they were lied to and misled at store level so the store can get a sale. We were told by customer service we need to go to the Baxter At&T store and have them make this right for us. They said make sure they call their customer service RST department for us and they would make things right. We went Tuesday night and asked to talk to the manager. We are extremely irritated at this point, but were hoping that your company would make things right with us. Instead we were told by this manager that we were not eligible for the special because we needed to still have direct tv and since we do not, we now needed to pay full price for the phones. When we told her we were never told that ,she looked at us with a disrespectful belligerent face and in a snotty tone said it was right there in your paperwork you signed. I have worked in customer service a long time to know that right there with that comment and attitude she had decided that regardless of what was told or not told to us, when we signed the papers we sealed our deal and because of that there is nothing we can do and we are stuck over paying for our phones and she knew it. Her attitude and tone said it was our fault for not reading the fine print and she was washing her hands of any negligence or deception that was used to get us to buy the phones. She was saying it is our fault for not reading over the papers we signed. She had no intentions of helping us. I am guessing by her instant reaction and response to our situation that this has happened more than once to other customers that have visited her store. Which tells me that we were lied to in order for that store to get a sale! This also tells me that management condones these actions and probably encourages it to make sales quotas. For a manager to sit there and not once even apologize to us for our being misinformed or even apologize that we may of misunderstood the terms of the papers we signed or even try to reassure us that she would try to make this right, but rather put the blame on us for not reading the entire bundle of papers we signed when we were at the store probably ** minutes past closing time!!! When you go into a store to purchase phones you look towards your sales person to inform you of all terms and conditions. Granted you may forget a few small details but to completely not once tell us if we did not continue to have direct tv we would have to pay full price for our phones seems to be a huge and*or deliberate deception on your stores part. We would of never spent that kind of money on phones! Whether this information was left out intentionally or accidently , how on earth can you give someone a sale and then a year and half go by decide nope, you are not eligible now and take away the sale?? That is absurd! I am sorry not once did that manager ever act or pretend to be interested in helping us or try to make this situation better. She did see that our bill never did go down like it was suppose to, which tells me, when we bought the phones, we were probably not eligible in the first place for the buy * get * even though we were told we were! The manager did issue us a small credit and acted like she did us a huge favor and we should just be grateful and leave. In fact when we told her we still wanted her to call her RST department she didn't want to do that either! She snottly said "they will just say the same thing and won't do anything." I insisted as my husband at this point was getting mad and I felt that maybe by doing this would help diffuse the situation even though she had no intention of even trying to do what we were instructed to have her do. She let out an exasperated sigh and rolled her eyes and dialed the RST department. Immediately tells the RST department that there is nothing she or they could do for us and would they tell us that. She handed me the phone which I handed to my husband. Surprise they told him they could not do anything. Don't you think every situation is different and don't you think that we should of been able to have the RST department decide whether they could potentially help us rather than have someone who didn't want to help us tell them they couldn't help us! Needless to say we will not be going back to the Baxter store. Their customer service skills by their management are severely lacking and there honesty is deeply questionable. My husband called back to the AT&T customer service department. He spent another couple hours on the phone while they tried to see if they could help us, but unfortunately it has been over a year and they are limited to being able to help solve this problem. We did discover in talking with At&T service department that we probably were not eligible for the buy * get * as my husband had direct tv but it was in his landlords name, and not his . Your service department said we would not of been eligible for the sale. However, the Baxter store when we signed up said that was fine and the manager we talked to Tuesday night said that did not matter if it was not in his name, as long as the address is the same it is fine, which the address was. My guess this is why the At&T customer service says we were not eligible at the time we purchased the phones and why our bill never went down after the * months. If it is a training issue at store level, a miscommunication between headquarters and the stores as to the details of your promotions, I don't believe we as the customer should be penalized for it. I don't see how you can offer a sale and then take it away. How many people have direct bill pay out of their accounts and not realize they are being overcharged. We were told we qualified for the buy * get * free, we turned in * smart phones for a $*** credit, we had direct tv at the time of purchase. We qualified for the sale. Never once were we told we had to keep direct tv for any certain amount of time. We were told we had to have direct tv at the time of the purchase. The sales associate told us we qualified. We signed the paper work under those terms and now suddenly we don't qualify and we are paying $**** for our phones. That is not right!! We would like you to stand behind what the sales associate told us were the terms of our agreement. As of now our phones should be paid for and we should be going forward with our phone plan being our only charges. This whole experience has been extremely infuriating and very disappointing. I would expect better customer service from AT&T. I would hope you would try to make this right.
GetHuman-lovelybl did not yet indicate what AT&T should do to make this right.
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Customer service issue
Reported by GetHuman-lovelybl
Dec 6th, 2018 - 3d ago
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GetHuman-lovelybl started working on this issue
Dec 6th 10:36pm
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Dec 6th 10:37pm