Electronics AT&T Customer service help (please?) - Page 3

EyePod · 09-14-2009, 07:15 PM

Recently, my girlfriend of 6 years and I decided that we had milked enough money from our parents over the years. We thought that we should start our own cell phone plan, but wanted to keep our current numbers/provider (AT&T).

Both my girlfriend and I are currently on our respective parent's family plans through AT&T. Both of our contracts have expired. We used AT&T's online customer support, and they answered our questions and concerns as such:

Online CSR:If you would like to keep the numbers you can go ahead and order online as a new customer and have customer service transfer just the numbers to your new account once your current account holder releases them.

My gf: So are there any fees for changing the numbers after they are released?

Online CSR: No, there's no charge for that. Customer care will not charge you for transferring the number.

Now, when I call the transfer of service department (who you have to call after your account holder has released your original number), they told me "too bad, she was wrong. You have to pay an $18 transfer fee per line even though you were told you wouldn't have to and you have proof that we misinformed you." Now, we have saved a copy of this online transcript, and I'm positive that they have it too. It asks for your full name when logging into the customer service chat (and my gf has an unusual name), and either way, I'm sure that they save these online chats.

The new CSR on the phone says that reason that I am getting charged for this fee is because I am transferring my account from a discounted account to a non-discounted account. Now I'm going to repeat this in the words that I used when talking to the CSR on the phone...

So you're telling me that because I'm trying to stay with AT&T as a new customer on a non-discounted account, where I'm going to be PAYING MORE FOR YOUR SERVICE, you are charging me more? So I have to pay more money to pay more money?

She says, I'm sorry, that's just the way it is. Next, I ask for her supervisor. She then proceeds to put me on hold for OVER HALF AN HOUR, then the line gets disconnected. I called originally at 7:24 pm ET, and they close at 8. She put me on hold at 7:55.

I'm beginning to think that the only way for me to get out of these fees is to threaten to cancel the account (which I'm going to do if this isn't resolved). If necessary, I'll have my gf start an account. The worst part is that we tried to put it in her name because she gets a university discount, but she doesn't have a credit score so she couldn't do an online transaction. So it would have been a discounted account transferred to another discounted account.

Any help would be appreciated, or at least some support. I really believe that they have misrepresented themselves as we relied on their customer service rep to make a decision on purchasing the phones and signing the contract, and I'm willing to go to small claims court over this.

I love spending my ****ing night on the phone with AT&T only to get disconnected after over an hour. Hooray. That's salt on the mother****ing wound after yesterday's game. Plus, I'm just waiting to see what fees they're going to throw on the first bill even though the activation fees are supposed to be waived....

**The Franchise** · 09-15-2009, 09:10 AM

AT&T customer service is horrible. This is my story:

Quote:

Exactly....**** AT&T. I had a huge issue with them when I moved from my apartment into the house I live in now. I had AT&T for the internet and a landline and wanted to switch it over to my house. The technician comes out and makes sure that the phone is hooked up. Great....grand....wonderful. Everything works fine until I hook up everything for the internet and I get nothing. I call into tech support. You can't get DSL in your area because it's too far from the main office. Huh? really? That's reeruned. Oh...but you can get UVerse at your house. So I tell them that I don't want UVerse TV because I already have DirectTV. I ask the lady if I can just get phone and internet. Yeah....no problem. I wait at my house for the technician to show up and he doesn't. I call in and they tell me that my order has been cancelled because I didn't order the TV with everything else. I'm on the phone for an hour explaining what the lady said and they won't buy it. Finally I get a supervisor who agrees to it and they reschedule the technician to come out for the next day. I go wait for him at the house and he calls me asking me where I'm at. I tell him at my house waiting for him. They sent him to my old apartment. I tell him the new address and he says that I can't get UVerse there but I can get DSL. This shit went on for 3 hours....people telling me that I can get UVerse but not DSL....then someone else telling me I can get DSL but not Uverse. I FINALLY just cancel my service....which they don't like. Comcast comes out in 5 minutes and hooks up my cable internet....everything works fine.

Fast forward 3 months and I get a bill for $200. Seems AT&T hooked up DSL at my house and has been charging me for 3 months. I call in ****ing livid and explain the situation to the lady. She apologizes and transfers me to retention so that they can cancel my service for good. I get to retention and they ask me why I'm cancelling my service. I explain the situation and the lady has the ****ing nuts to tell me that she can give me 3 months free DSL at my service if I don't cancel. ARE YOU ****ING THAT reerunED?!!?!? I can't get the service. I finally went off on her and she cancelled my service.

Fast forward a month....and I get a bill. I called in screaming and they finally cancelled my service.

Fast forward 2 months......I got a check from AT&T for $58.00. Apparently that's all my trouble is worth to them.

09-14-2009, 07:15 PM
EyePod Forgetting 2013 season end. Join Date: Jun 2007 Location: Around Casino cash: $9995735	AT&T Customer service help (please?) Recently, my girlfriend of 6 years and I decided that we had milked enough money from our parents over the years. We thought that we should start our own cell phone plan, but wanted to keep our current numbers/provider (AT&T). Both my girlfriend and I are currently on our respective parent's family plans through AT&T. Both of our contracts have expired. We used AT&T's online customer support, and they answered our questions and concerns as such: Online CSR:If you would like to keep the numbers you can go ahead and order online as a new customer and have customer service transfer just the numbers to your new account once your current account holder releases them. My gf: So are there any fees for changing the numbers after they are released? Online CSR: No, there's no charge for that. Customer care will not charge you for transferring the number. Now, when I call the transfer of service department (who you have to call after your account holder has released your original number), they told me "too bad, she was wrong. You have to pay an $18 transfer fee per line even though you were told you wouldn't have to and you have proof that we misinformed you." Now, we have saved a copy of this online transcript, and I'm positive that they have it too. It asks for your full name when logging into the customer service chat (and my gf has an unusual name), and either way, I'm sure that they save these online chats. The new CSR on the phone says that reason that I am getting charged for this fee is because I am transferring my account from a discounted account to a non-discounted account. Now I'm going to repeat this in the words that I used when talking to the CSR on the phone... So you're telling me that because I'm trying to stay with AT&T as a new customer on a non-discounted account, where I'm going to be PAYING MORE FOR YOUR SERVICE, you are charging me more? So I have to pay more money to pay more money? She says, I'm sorry, that's just the way it is. Next, I ask for her supervisor. She then proceeds to put me on hold for OVER HALF AN HOUR, then the line gets disconnected. I called originally at 7:24 pm ET, and they close at 8. She put me on hold at 7:55. I'm beginning to think that the only way for me to get out of these fees is to threaten to cancel the account (which I'm going to do if this isn't resolved). If necessary, I'll have my gf start an account. The worst part is that we tried to put it in her name because she gets a university discount, but she doesn't have a credit score so she couldn't do an online transaction. So it would have been a discounted account transferred to another discounted account. Any help would be appreciated, or at least some support. I really believe that they have misrepresented themselves as we relied on their customer service rep to make a decision on purchasing the phones and signing the contract, and I'm willing to go to small claims court over this. I love spending my **ing night on the phone with AT&T only to get disconnected after over an hour. Hooray. That's salt on the mother**ing wound after yesterday's game. Plus, I'm just waiting to see what fees they're going to throw on the first bill even though the activation fees are supposed to be waived....
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