Ndolger

En-duhl-jer: The one who indulges

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Have I mentioned I hate AT&T lately?

1 Comment
Posted by Ndolger on 02/25/2012 at 12:00 PM

So what problem do we have today? This time boys and girls, I received a surprising $83 bill for my U-verse internet service! Since it’s only supposed to be $25…this was a little alarming!

Watch as I try to clear this up with AT&T customer support. Their office is closed on Saturday, but that doesn’t mean they won’t send you the bill!

Thankfully they have a wonderful customer support chat application so you can talk with someone on your computer! Nice! I wonder if I ended up getting a resolution…

System
Welcome <sir>.
System
Connecting to server. Please wait…
System
Connection with server established.
System
Technical Support Topic: U-verse Billing
System
Ashwin Dongre has joined this session!
System
Connected with Ashwin Dongre
Ashwin Dongre
Thank you for contacting AT&T U-verse Member Support. My name is
Ashwin {ad214t}. Please allow me a moment to review your account details with the information you have provided.
Ashwin Dongre
I see that you have issues regarding your bill, am I correct?
You
Yes
Ashwin Dongre
Thank you for confirming.
You
I was supposed to receive an adjustment that was supposed to kick in after two billing cycles. It’s still not happening, I’ve had to call to get it manually adjusted.
You
I also don’t stand why AutoPay did not kick in and I have a past due balance.
Ashwin Dongre
I understand how something like this can really try your patience. Your patience and co-operation is highly appreciated in this matter.
Ashwin Dongre
I would be happy to answer your querry regarding your bill.
Ashwin Dongre
However, if I am not able to answer all your queries to your satisfaction.
Ashwin Dongre
I might have to transfer you to our billing department.(Specialized department for handling billing issue)
Ashwin Dongre
Would that be okay?
You
ok
Ashwin Dongre
Thank you.
Ashwin Dongre
I see that you have already provided the 4-digit pass code and I am glad to inform it matches with our records.
Ashwin Dongre
May I please have your preferred email address for future references?
You
<my email address>
Ashwin Dongre
Thank you for the information.
Ashwin Dongre
Please allow me a minute, while I check your bill.
Ashwin Dongre
Thank you for waiting patiently.
Ashwin Dongre
I have checked and see that your Credits and Adjustments to Prev. Balance : $138.31 has been credited to your account.
Ashwin Dongre
And the current Total Amount due is : $0.00
Ashwin Dongre
As we are from Technical Support Team, we don’t have much access to the billing database.
Ashwin Dongre
However, if you have more queries regarding billing issues.
You
OK, thank you very much. I just want to know if the adjustments will kick in automatically going forward or will I have to keep calling every month?
Ashwin Dongre
I will help you with the Billing Department’s contact number.
You
OK, thanks.
Ashwin Dongre
You are welcome.
Ashwin Dongre
Meanwhile, may I know how your day has been?
Ashwin Dongre
I have checked and I recommend you to contact our customer service and billing department, they will help you with the billing details.
Ashwin Dongre
You can contact our Billing department @ 1-800-288-2020 Transfer code : 659.
Ashwin Dongre
They are open between 8:00am – 7:00pm ET, Mon-Fri 8:00am – 5:00pm ET, Sat Automated Service 24 hours a day, 7 days a week.
You
I’m not sure…I understand.
You
You said my balance is $0.00 but it’s shows up at $82.95.
Ashwin Dongre
Is there anything else I can assist you with?
You
Are you looking at my home phone account or my U-verse account?
Ashwin Dongre
Please let me check that for you.
Ashwin Dongre
I am looking into your U-Verse account, as you have contacted U- Verse Technical Support.
You
I just logged into my account and nothing has changed.
You
Can you clarify what ” Credits and Adjustments to Prev. Balance : $138.31 has been credited to your account.” means?
Ashwin Dongre
I checked your U Verse account and the credit was mentioned there.
Ashwin Dongre
I also see that, your U-Verse account has been cancelled, am I correct?
You
Where can I see that? What do I need to click?
You
No…that’s not correct.
You
Do you need my account number?
You
My account number is <my account number>.
Ashwin Dongre
Sure, you can help me with the account number.
You
I had U-verse a couple years ago…that was cancelled.
You
You must be looking at my old account.
Ashwin Dongre
Thank you for confirming.
You
They screwed up my service so much they credited me my entire bill. I was not happy with the service, there were multiple issues. In the last few months, I was FORCED to upgrade to U-verse from DSL.
You
It has been a nightmare. AutoPay is not working, my accounts are now separated from my home phone.
Ashwin Dongre
I completely understand your situation and concern.
You
And my adjustments aren’t working. I am so…tired…of having problems… 🙁
Ashwin Dongre
I apologize for the inconvenience.
You
As compensation to “force” me to move to U-verse from DSL, they let me keep “similar” pricing with what I had at DSL. Since they had higher speeds, I agreed to get a better speed for $25 a month.
You
I have not once seen $25 a month or anything close to it yet. I’m hoping you can tell me what’s wrong…
Ashwin Dongre
I have checked and I recommend you to contact our customer service and billing department, they will help you with the billing details.
Ashwin Dongre
I am afraid I wouldn’t be able to assist you in this, as we are from technical support team.
You
Of course. Because it makes to send a bill on a Saturday when the office is closed.
You
Then why do you have a BILLING chat session? Ugh…sorry, you’ve been very helpful, but now I’m just angry because I just wasted 30 minutes for absolutely nothing.
You
Thanks for your time.
Ashwin Dongre
You are welcome.
Ashwin Dongre
You are welcome.
Ashwin Dongre
I would have felt much better, if I would have been able to fix your billing issue.
You
Me too..
Ashwin Dongre
🙂
Ashwin Dongre
If you do not have any further queries you can go ahead and disconnect this chat session now, so that I can assist our other U-Verse customers.
Ashwin Dongre
Please visit http://www.att.com/esupport where you will find pages of product solutions, or download our Self Support Tool athttp://www.att.com/esupport/ and Channel 411 on your U-verse TV.
Ashwin Dongre
Thank you for choosing AT&T U-verse Chat support.
Ashwin Dongre
We value you as an AT&T customer. Again my name is Ashwin (ad214t).
You
No further questions, I’m just posting this conversation to my blog. It’s a really popular series. Every time AT&T does something stupid, I record it. It’s been years of fun. I honestly don’t know why I continue to support this company. Your customer experience is the worst I’ve ever seen. You have disconnected departments, fragmented service, and I have to call about every, little issue. All. The. Time. I’m tired of it. Have a nice day…
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