I am new to AT&T and when I received by first bill for Uverse (2nd bill for cell phones) I had to call as I felt both my bills were way too high for what they said it would be. When I called I spoke to customer service first for Uverse and told her I thought my bill was too high and she took a look at it and gave me some credits (of course she didn't tell me what credits she was giving me) and told me my bill amount would be $182.10. So that's what I paid... Now I've received a past payment bill that I didn't pay the full amount. So I call today and speak with a supervisor who tells me there is nothing they can do and no credits they can give me. And there are no notes regarding any credits so I must have just pulled that random number out of thin air and just paid that amount. I asked the "supervisor" if she had a copy of the recorded conversation, which is what they tell you when you are waiting to speak to someone. She comes back on the phone approximately 5-7 minutes later and says they don't have a recorded conversation from that day... How convenient for them. Of course they got rid of it because I was telling the truth that the rep told me to pay $182.10. Unbelievable! My gut told me not to make the switch because I had heard people had nothing but problems... Remind me to listen to my gut from now on. I will be switching my service as soon as my one year contract is up. I should have listened to the gentleman in the AT&T store when I paid my bill at the kiosk who said "make sure the credits they promised you actually show up on your bill". Not to mention I missed almost a whole day of work due to the installation (which took forever).
As far as my cell phone bill, they noticed the error in billing and gave me the credits (apparently too much credit according to the Uverse supervisor) and I paid that bill, which was exactly what they told me to pay on the phone. Too bad the Uverse customer service dept can't be more like the cell phone customer service dept and actually do what they tell you they are going to do on the phone.
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