This complaint is in reference to a service call on August *,**** that I have been bill...

GetHuman-bradmehr's customer service issue with DirecTV from September 2018

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This complaint is in reference to a service call on August *,**** that I have been billed $**.** for. When I made the appointment for the service call, the ATT phone representative clearly stated to me that I would NOT be charged for the service call, even though I do not have the protection plan. The next bill I received had a $**.** service call charge on it, exactly the opposite of what I was clearly told when scheduling service. I called ATT and explained the problem and was transferred to no less than three different people over the period of a (**) forty-eight minute phone call. Not one person was able to resolve the problem. Finally, a representative by the name of Grace, told me to pay the pending bill less the service charge, which I have done. Grace told me that ATT would have to investigate further and that they would notify me within (*) days. Over fourteen days have gone by and I have not received any reply by e-mail or phone from ATT. First, to specifically promise a customer one thing and then do the opposite is a sure way to lose credibility and a customer, second, to consume over forty five minutes of a customer's valuable time and not even be able to arrive at any resolution is very sad and thirdly, to promise to contact the customer and never doing so is a textbook way of how to not do business. Now I have received another bill and the $**.** service call is still on the bill. My desire and expectation is for this $**.** charge to be removed since I was promised from time of making appointment that there would not be a charge. Thank you, Respectfully, Brad Mehrer
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DirecTV

Customer service issue
Reported by GetHuman-bradmehr
Sep 27th, 2018 - 22d ago
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GetHuman-bradmehr started working on this issue
Sep 27th 7:49pm