[General] Why does ATT change my service with every billing call
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inoudo @ 14th Oct 10:01AM:
[General] Why does ATT change my service with every billing call
I give ATT a call with a billing question on a my DSL/land line account about why the 'bundle savings' line item is a charge and not a credit. After talking with 3 reps I get the answer that I reduced land line services which revokes the previous savings from paying the bill 1 month in advance. OK that makes sense. The rep evens credits me the charge.
Well, this morning I get an email stuck in MailWasher about the att security tool that I just ordered. WTF? It must be an email scam looking for my password - I think. Check the ATT YAHOO mail and it is in the spam filter. Looks to be real. I go to the online account and guess what? Someone at ATT changed my DSL account and ordered new DSL service, wireless gateway, self installation, Internet security suite..., static ip. ALL UNAUTHORIZED!
I spend 1 hour talking to 4 reps and a manager to hopefully get this cleared up. The 4 reps (they send you in telephone circle hell) could not delete an order only 1 said they could cancel the service. The Manager claims to have fixed it. The internet account site says the gateway shipped. I think I'm screwed again with returning crap that I don't want and telephone hold hell!
This is not the first time that a billing question has turned into a new order. I had Direct TV added when I was trying to combine bills. What is going on here? Are all the reps cheats or is there fighting between the divisions of new ATT? Does the state PSC oversee this slamming?
I would dump these bastards so fast if it weren't for the solid DSL 3Mbs and email accounts that I don't want to change. The tech/operation guys get my praise and the rest can go to ...
There I feel better
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Rammer @ 14th Oct 10:49AM:
Re: [General] Why does ATT change my service with every billing
file a FORMAL complaint with psc thats the only way
they have shipped me 2 modems i never asked for
they are still packed up the way they got here was charged for both on phone bill called and told customer hell and they took the charges of
once i told them the file number with the psc
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KarmaPieces @ 15th Oct 05:13AM:
Re: [General] Why does ATT change my service with every billing
We changed our number last month and I just looked at the bill online that came out yesterday. It seems the person I talked to decided to tinker with other things while they were at it. It states that we have DSL Ultra which isn't what we've had for at least 3 months.
There's a longer story to this because after the 1st call to them to change the number they didn't put a "disconnect" message on the old number but instead gave out the new number. The harassing calls started over the weekend and I couldn't figure out why until I called the old number back and was enlightened.
I called back and told them they were going to have to change the number again instead of just changing the message on the original old number, because the new number had already gotten to the wrong people.
The last person I talked to is who screwed everything up because he took so long to change a number and I had a feeling something wasn't right but figured if something was wrong it would show up on the next bill and it did. The bill came out yesterday and when I got online I noticed things seemed slower. Then found out it wasn't all in my head after looking at the bill online earlier and checking the modem stats.
In the past 2 months bills we've also been crammed by 2 separate companies. The first time was for 13.86 from a company called Coast to Coast for some non-existent voice-mail crap, and the second on this most recent bill was for 7.70 from some company called Bill With Us for what looks like a collect call that neither my Mom or me made.
I will be filing a report with the PSC but the one in MS had their staff drastically reduced due to budget cuts so who knows how long it will take for them to do anything.
I'm so pissed and am tired of them screwing up the billing so often. I get to have monthly or bi-monthly bitching sessions because of all of their screw ups, the tension/stress relief is nice but not worth all of this trouble.
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Rob @ 15th Oct 09:15AM:
Re: [General] Why does ATT change my service with every billing
Not to hate on AT&T, but I hear this all the time - even when it was BellSouth. Customers call in, remove a service, or inquire about something, and next thing they know they have a wireless gateway sitting at their door.
I wonder if the reps get commission?
--
CheckSite.us | YourIP.us | Reverseip.us
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KarmaPieces @ 15th Oct 02:58PM:
Re: [General] Why does ATT change my service with every billing
I've found it to be worse with AT&T. Every time I call they try to sell me something I don't need. I'm convinced we all reach the sales department which also does customer service on the side.
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Rammer @ 15th Oct 03:16PM:
Re: [General] Why does ATT change my service with every billing
I wonder if the reps get commission?
--
i wonder if they can spell commission?
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Dsl_dog @ 18th Oct 09:59AM:
Re: [General] Why does ATT change my service with every billing
The most reliable way to make changes with your service and not get crammed with services you don't need is to manage your account online.
This way the only person accessing your account is you and why would you add unnecessary services that cost you money?
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KarmaPieces @ 18th Oct 10:49AM:
Re: [General] Why does ATT change my service with every billing
The first cramming happened before I called in for the number change. I don't think phone numbers can be changed online. They were supposed to have applied a pic freeze but the 2nd cramming happened after they did that for the new number. Do pic freezes just apply to long distance and not other companies that can cram your bill with non existent voice mail and collect calls through 3rd parties?
I'm going to file a complaint with the PSC today since I have time.
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inoudo @ 19th Oct 06:07PM:
Re: [General] Why does ATT change my service with every billing
UPDATE
It has been almost 1 week and I haven't gotten any equipment at my door. When I go to my 2 att accounts on line - I'm not gonna call them ever again - I see no new orders except the DSL account says I'm now on ATT Fast Access and using the ATT Portal - I think that is a change.
Well I go out to the mail box and find a little flat photo sized 5x8 envelope from RLC in Ft. Worth. Open it up and it is a Welcome to ATT high speed internet package: Installation Instruction, TOS, Installation CD, Guide and a Packing Slip for ATT Fast Access DSL .
The packing Slip has instruction for new users to register their service and tells existing users to register using their email and PW. The number is 770 111 2222 which is local to metro atlanta which is where I live. I'm not calling as long as I have DSL service! If they wanted to give me a new TOS just send it to all BS fast access customers without the confusing crap!
I've also gotten some new emails about the ATT internet security suite being updated to Mcafee. I don't need or want it! I think the $10/month 'value' will show up on a bill in the near future.
I wonder if all BS customers are getting this business?
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burris @ 19th Oct 08:31PM:
Re: [General] Why does ATT change my service with every billing
I had 2 months of Hell with them, simply because I called up to ask for a better price on my DSL. HUGE mistake.
They first decided that I wanted to upgrade to 6Mb..HUH?...then sent out a tech who mis-wired my connection because he was switching me to a newer DSLAM...Burned 6 hours on my cell(I have VOIP, no land line)..got another tech out who wired it correctly for my 3Mb..I looked at my bill on line and freaked out...they charged me for all kinds of things...this happened 3-4 times...each time I called, they changed something both with the service as well as the billing.
They disconnected my service twice..had to change my dummy phone number for the naked DSL because they couldn't recover the account. Then I called to ask why I couldn't see my bill online-they said I had to register again--I called again and this time they took away my static IP, telling me that no one is grandfathered in and they said they sent emails to everyone advising them...I never got one...and without asking, they started charging $14.95 month for the static IP that they took away.
By the way, my bill gets paid electronically each month.
The next error I see, I will not call ATT again....I will call Comcast and go back...
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NormanS @ 19th Oct 10:41PM:
Re: [General] Why does ATT change my service with every billing
Worse or same, I couldn't say. SBC was good for that, as well. And they bought AT&T before AT&T bought Bellsouth. Verizon is known to have billing issues; though I can't say if they are similar to this. All of them, Bellsouth, SBC, and Verizon, were part of the same old AT&T before it was broken up. So it well could be part of an ancient corporate legacy.
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum
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Tuxified @ 20th Oct 02:40AM:
Re: [General] Why does ATT change my service with every billing
You've got way more patience than me, I would've already called the Public Service Commission.
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Oleg @ 22nd Oct 11:05PM:
Re: [General] Why does ATT change my service with every billing
AT&T has removed my static IP that was free at the time and would of bean free if they have not removed it without asking :mad:
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Oleg @ 22nd Oct 11:08PM:
Re: [General] Why does ATT change my service with every billing
said by burris :
I had 2 months of Hell with them, simply because I called up to ask for a better price on my DSL. HUGE mistake.
They first decided that I wanted to upgrade to 6Mb..HUH?...then sent out a tech who mis-wired my connection because he was switching me to a newer DSLAM...Burned 6 hours on my cell(I have VOIP, no land line)..got another tech out who wired it correctly for my 3Mb..I looked at my bill on line and freaked out...they charged me for all kinds of things...this happened 3-4 times...each time I called, they changed something both with the service as well as the billing.
They disconnected my service twice..had to change my dummy phone number for the naked DSL because they couldn't recover the account. Then I called to ask why I couldn't see my bill online-they said I had to register again--I called again and this time they took away my static IP, telling me that no one is grandfathered in and they said they sent emails to everyone advising them...I never got one...and without asking, they started charging $14.95 month for the static IP that they took away.
By the way, my bill gets paid electronically each month.
The next error I see, I will not call ATT again....I will call Comcast and go back...
For me They have downgraded my service,but at the end i got what i have asked for a better price.
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inoudo @ 6th Nov 05:31PM:
Re: [General] Why does ATT change my service with every billing
UPDATE AGAIN
ATT charged me $5/month for the Security Suite as shown in the section of the bill. I called a rep and they will refund the charge and take the Sec Suite off the bill. The question is what did they add?
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burris @ 6th Nov 05:37PM:
Re: [General] Why does ATT change my service with every billing
said by Oleg :said by burris :
For me They have downgraded my service,but at the end i got what i have asked for a better price.
Did you get your static IP back and at no charge?
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inoudo @ 6th Nov 05:45PM:
Re: [General] Why does ATT change my service with every billing
SHHHHHHHHHHH! :)
Don't tell ATT that I still have my static IP at no cost or that will be next!
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Oleg @ 6th Nov 09:02PM:
Re: [General] Why does ATT change my service with every billing
said by burris :said by Oleg :said by burris :
For me They have downgraded my service,but at the end i got what i have asked for a better price.
Did you get your static IP back and at no charge?
No but i got $25 credit on my bill for 6 month.
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