Hello, good evening, I am only using this method of contact because I have no other way to contact anyone in the AT&T call centers. I have been bounced around and transferred to complete wrong areas. But I digress, I am writing this to state that I am severely disappointed in services that you offer. I have been a long time DSL customer for many years, since the beginning way back when you first started offering DSL. Over the years as families grow more services are being utilized. So I contacted u-verse dept, to see if there are alternatives to internet, or a faster connection I can purchase. In doing so I was connected to AT&T Fixed wireless. I was so excited, I asked the customer rep so many questions about the service. Which I later found out, he was either not knowledgeable or was misinformed. The rep sold the idea to me by stating that I would love the service, its super fast and it will fill all of my needs. He told me there was a data cap, and I asked him if he can look at my current usage to see if fixed wireless would be something that I can utilize for my family. The rep did a little research and informed me that I would not go over the cap, I would be fine, etc... You know I asked multiple questions to ensure that I have a grace period about cancellation in case this service was not appropriate for my needs. The rep had told me that if i cancel with the grace period I would be charged anything. So I agreed, I signed on the dotted line and within the week someone came to install the equipment, which I was also not informed they would drill large holes into my roof. Nevertheless, less than * weeks later, I check my usage using the My AT&T app, and to come to my surprise I am extremely over on my usage. I call as soon as I could to cancel the service. In doing so, I figured I would not receive any charges as I was quoted. But a few weeks later I receive a bill. I contact the fixed wireless dept multiple times, and spoke to many reps, and a couple of team leads. I informed the team lead these charges should not be here, I was quoted that if i cancel within the grace period I would not be charged anything. I pleaded for him to try and pull the call and hear for himself. He stated that he would submit a case or have another member look into and for me to call back with in *-** business days. After the wait period, I call back and there was no credit or adjument. At this time the bill was sent to a collection agency. I contacted another rep informed him of my situation. This man who I do not remember his name, stated that he would get his supervisor to adjust the charges. I contacted the fixed wireless dept about a week later to check to make sure the credit was done. however to my surprise the rep informed that in the notes it stated that no credit was due to the charges being valid, and he could connect me with the team lead that I originally spoke with. I reluctantly agreed, because what other option do I have? I am then transferred to the team lead who informs me the charges are valid and he is on the phone with another customer, and has to call me back. I give him my number and here I am * weeks later with no call back. I don't know who is going to read this, and i don't know if you would even care, none of your customer service reps seem to care. But it makes me feel better that someone will read how I was treated for trying to be a loyal customer instead of moving to another company. Please feel free to contact me. **Thank you,**- Richard Longoria* Fixed Wireless acct * **********Mobile number - **********
GetHuman-notmyric did not yet indicate what AT&T should do to make this right.