Mine is a billing issue: my bill was increased by $** this month. Allegedly, a promo ha...

GetHuman-bendalei's customer service issue with AT&T from March 2021

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The issue in GetHuman-bendalei's own words
Mine is a billing issue: my bill was increased by $** this month. Allegedly, a promo has expired. Upon further investigation, I realized I was never even told I was being given a promotional rate when I signed up for service a year ago. Halfway through the year, I moved, and was told I was given an additional $** off for life for my loyalty. So the rate hike was definitely unexpected. I called to discuss with a rep* he couldn't help me and transferred me to a rep in their loyalty*retention dept. She and I talked for over an hour, combed through a years worth of statements. My original service was sold to me at base rate of $**.***mo. An expiring promo is listed* however, the original salesmen never actually told me about that. He just said "$**.** a month," which is why I never even noticed the expiration date. Both that promo rate and another $** discount are listed* however, there is no math showing they're actually applied. This was ** months ago. Around the * month mark, we moved, and we were given another $** discount. It is also listed. Again, no math to show application on my paper bill* however, on the digital breakdown of my bill on the ATT app or website, the math is shown. Still no math for the other * "discounts." When I called today, I was told that the actual base rate was $**.** all along, and I was getting $** off, then $** off, and now, that ** months is up, it's back to $** off because the promotion expired. And sure, if the base rate was $**.** a month from the beginning, the math works out, but like I said, I was promised a base rate of $**.**. Period. No promotions. No expirations. Nothing. I remember clearly because I asked David (a sales manager) A LOT of questions. And then, assuming that the base rate was $**.** all along, there is still no math to show the * $** discounts. Rep told me that is just how the bills are formatted--they're don't show the original base rate, just the after-discount rate. But if that is the case, why is the math shown when the third $** discount was applied after * months? Sounds to me like they're outright lying about having ever applying the first * discounts, which means that the $**.** I was paying should really have been $**.** over the course of a year (which comes to a total of $*** they promised me that they never delievered). And an additional $** off of that, making my bill $**.** for another * months. And then, there's this weird tax rate change when I moved. For the first month, the rate of taxes is a few cents different than it is for the rest of the year. Which is very odd because the State tax rates around internet haven't changed in that time. On top of all this, when I moved, I was promised data speeds of **mbps, and in reality, I've only ever gotten at most **mbps. I told the rep this* told her I could switch to another company promising me speeds of ***mbps at a flat rate of $**.**. She was unfazed. To address the billing problem, she told me she would apply a credit to my account for $**--the same as the promotion that allegedly expired. This would only be for one month, and in the meantime, she would send all the notes to her supervisor and see if anything further could be done. When I looked, only $* was applied. Seriously!? Is * dollars that big of a deal? Finally, there is the issue of this $** equipment fee I have always been charged. In the past, I've tried to fight it, but ATT wouldn't budge. Well, when I moved, a tech had to come and change out our modem, and I was told then to take the old one and mail it back. I spoke with a rep on the phone and set up to have packaging materials shipped to me, and then, I would packed the modem and mail it. The packaging material never came. I was told I would be charged for an unreturned modem. I was never charged. Obviously, this didn't bother me, but now, knowing that I pay $** a month for equipment that they don't even bother to reclaim, I feel much differently. I can provide my own modem. Or I'll give them $*** once for theirs and call it even, but it's pretty obvious they don't value their equipment or they would be more serious about getting it back. Every time I've ever had to return equipment, there has been an issue like this with ATT. If they don't value it, why am I paying for it? So what can you do? I'm eager to find out.

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AT&T

Customer service issue
Reported by GetHuman-bendalei
Mar 25th, 2021 - 2 months ago
Not resolved
Seen by 6 customers so far
Similar issue to 4656 others
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GetHuman-bendalei started working on this issue
Mar 25th 5:06am