AT&T U-verse
Attn: AT&T U-verse (SM)
PO Box 5014
Carol Stream, IL 60197-5014
U-Verse Account number: 107352764
To Whom It May Concern:
I am an AT&T wireless iphone user, but never use AT&T other service before and I wanted to give AT&T internet a try.in the month of August, AT&T had DSL elite promotion for $20 a month, which I called to sign up at August 11th. However, AT&T representative told me my home address no longer offer DSL service.instead, she promise $250 gift card for sign up the U-Verse internet service and $100 rebate for Modem. I believe what she said and agree to sign up without hesitation.
Initially, AT&T missed appointment schedule at August 27th for no explanation. I took off & loss a day's pay to wait for the technician who never appear. Finally, after persistent calls to AT&T during night, they finally sent someone and got it installed at August 28th.
Late September, I Received the first bill and found out the monthly price is higher than expected. Called AT&T U-Verse customer service immediately and was told they can not honor the $250 gift card promotion which was promised earlier.instead, I was instructed to close the account, return the modem and ignore the bill I received since I am qualified for full refund. I followed the instruction and returned the modem, then totally put whole thing behind me.
But starting from December, I start to get credit collection agency call for owning AT&T money ~$180. I was very angry and called AT&T at Dec 14th. I talk with representative, followed by Manager (melinie). They agreed to remove $100 modem charge only, because I indeed sent it back by USPS. But they insist on the rest $80 since they do not have any record in their system that I am qualified for either gift card promotion or full refund. I nicely asked them to go over the recording of each conversation, and they will find the proof that I am the victims in both cases. "AT&T is large corporations and representatives do make mistakes, which we are not responsible", I was told. Now, I have no choice but escalate the issue. Hope it will get addressed by professional manner.
In summary:
1. AT&T either does not train the representatives sufficiently or they are instructed to mislead customers.
2. I get in-consistent information from every representative. The first person use $250 gift card promotion to sign me up on U-verse internet; the second person does not honor the offer but agree to cancel the service and give me full refund; The last person, Melinie, does not honor both offers, and insist I pay for AT&T's mistake.
3. AT&T miss initial installation date for no any single reason or call. I lost 1 days pay for nothing.
4. What I get is time and aggravation spent talking to representatives to address the issue.
5. Finally, I still receive morning and/or night call from Credit collection agency every day.
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