I have just spent over * hours with your agents trying to do something which should be...
GetHuman1911511's customer service issue with AT&T from January 2019
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The issue in GetHuman1911511's own words
I have just spent over * hours with your agents trying to do something which should be quite simple. I have been a loyal DirectTV customer for * years and I am moving and want to move my service, plus add ATT&T Internet and bundle the services. I spent *** minutes on the phone with your internet services group, where I was told I was setting up **** MBPS Internet bundled with DirectTV and would receive the rate of $*** (a bundle for new customers). When we completed setting up the internet, I was told that he would have to transfer me to DirectTV so that they could create the bundle and use the same appt time which we had set up to install both Internet and Direct TV. When the DirectTV agent answered, they had been given no information by the Internet Customer Services rep and eventually said they could do nothing to help me and transferred me back to the Internet Group. I spoke to a Rep there, who said that the bundle had been created, and she would help me complete the order. She put me on hold for ** minutes, then suddenly I had been transferred the DirectTV “moving” group. That rep said that if I had first spoken to her group, they could have created the bundle, added the Internet and set up the appt. But because the Internet had already been set up, she could only set up a new appt to install directTV and then I would have to call customer service to have the bundle created. I have little faith that the price for the bundle which was confirmed by the Internet rep, will be honoed, once all service are installed. I now have two different install appts, no bundle and I am ready to drop my DirectTV service and cancel the internet service. I have never dealt with such incompetent communication between two parts of a company in my life. I am willing to give this one more chance, if someone can clean this mess up.
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