I am writing about the terrible experience we've had dealing with AT&T during a recent...
GetHuman2702405's Complaint issue with AT&T from April 2019
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The issue in GetHuman2702405's own words
I am writing about the terrible experience we've had dealing with AT&T during a recent move*transfer of service. I initially called to have our service changed from DirecTV (at our previous address) to U-verse at our new address with internet service. It has been nothing but misinformation and my time wasted on phone call after phone call ever since because no-one I talk to gives me the same information that the previous person did. I was initially given a price for TV an internet of $*** (after a $** discount for auto-pay and paperless billing) by a representative named "Nathan" who was very knowledgable and took his time trying to get us the best discounts and the best price for what we needed. We had an installation date set for the day after our move-in and I was happy. However, before hanging up, he discovered the previous owners of our new house had not discontinued their own AT&T service at the house so we were going to have to get a hold of them and have them cancel their service before our new service order could be started. This took a day so it was about ** hours before I could call back to confirm that we were good to go with the service order. I was then told we would not be able to get installation until April *th, which was another week past our move-in date meaning we would be without TV and internet for almost two weeks. I was really upset about that and found it very disappointing that we would have to wait that long for installation. However, since we had no choice we went ahead and scheduled for the first available time and date. However, by that time the representative I was talking to said there was no previous order in the system so we had to start from scratch. I told him what we wanted but he was not asking any of the necessary questions such as what WE wanted or needed. He was basically doing his own thing and signing us up for whatever he though we would want. I had to correct him a couple of times because he was signing us up for things we didn't want. When I finally "thought" he had everything right, he quoted me $*** which I thought was strange since the first quote was $*** but he assured me we would have everything we wanted including the higher internet speed (**mgbps). When the installation date finally got here, the service tech got here and informed us that our order was all wrong. That we were not written up for * TVs but only one, there was no HD service ordered, and that we would not be able to get the **mg internet speed as the tower was too far away. He was however still able to set everything up but I knew I would have to make yet another call to AT&T to find out if the changes were going to affect our bill*quote. In the meantime, a customer service manager showed up and I was able to talk to him and in turn, he called in and spoke with a billing rep who was able to get the original discounts and our bill was quoted at $*** while he sat here in our home. We were happy with that as it was close to what we were originally quoted. The next morning, I received an e-mail from AT&T telling me to review my order at the AT&T website so I logged on and was surprised to see that my upcoming bill said it was going to be $***!?! I called the customer service manager who had been here the previous day and who had told us to call with any problems, and I left him a voicemail about my concerns. That was Friday morning. It is now Monday almost noon and I still have not heard back from him. In the meantime, I called the regular AT&T customer service number back and spoke to someone there who told me that was just a "generic" bill and not my own (which I don't understand WHY they would use something like that when it is totally confusing to the customer???) But then I was told my actual bill was going to be $*** a month!! I asked how it could possibly have gone up since the CS manager sat right here and talked to someone in billing to get me the $*** quote the day before... and now all of the sudden it's $***???? This makes FOUR DIFFERENT PRICES I've been given since I made the initial call and I find this to be RIDICULOUS! The entire process and the way I have been treated and this has been handled has been so unprofessional and so stressful to me that I cannot even believe it! And to make matters worse, the CS manager who claimed to be there for us now ignores our phone calls because he knows we are not happy. This has all around been a VERY POOR example of customer service and has left a very bad taste in our mouths as fat as AT&T is concerned! It will take a lot for us to forget this experience and it would be really nice for someone to aknowledge what has been done here. Thanks for your time.
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