My name is Jennifer ***** I live in Charlotte, NC. On 12/22/15 I called to have my Uverse service (Internet, home ohone, and cable)transferred. I was told my the rep that Uverse tv was not available where I was moving to and I had to switch to Direct Tv. I did the transfers Direct Tv was to be installed on Sunday the 27th of December and my Uverse Internet and Home phone on the 28th of December.
The 27th rolled around I waited between 8-12 for a Direct Tv person to come out but none did. I called to find out that the Direct Tv person went to the address I was moving from. I was not happy. I was told that someone from the Direct Tv local office would call me in 20 minutes to reschedule me. No one called. I called back and was told that I should have been told it's 45 minutes to an hour. This Direct Tv rep gave me a credit on my bill and told me someone would call me in an hour to reschedule me. Three hours came and went no one called me. I had to call back a third time and reschedule myself for 12/29/15. This all happened on 12/27/15.
The night of 12/2715 I received a call from the Uverse Retention department telling me my internet and home phone service would be delayed on 12/28/15. I asked if it was going to be an hour or two and was told they have no idea because of an issue on ATT side. I was told to call back in two days if no one calls me.
Now I have no internet and thus is making my data on my ATT cellphone go over its limit. I called back on the 28th to explain that me not having internet and ATT not giving me an install date us causing my cell phone data to rise. I was told they understand but they can't remove those charges until my new bill drops. This rep gave me a credit in my Uverse account.
Now since I have no internet I'm getting texts and emails every 15 minutes telling me I've use all of my 1g of data and is being charged $15. Now I'm up to 11 overages. I call again looking for an install date and express my concern over the mounting data overages only to be told there's no install date they're still working on the issue. I asked again about the data overages abscess told again there's nothing that can be done until the new bill drops.
Now it's the 28th of December the day of my Direct Tv install. The tech came out to only tell me he can't install it due to the wires not being Direct Tv standard and I'll have to pay an additional $100 to go wireless. Now I'm at my wits end. I pay the $100 only to be told I now have to wait till 1/1/16.
I call again on 1/30/15 to inquire about my internet and home phone install to be told they show the work on ATTs eve should be complete by 1/31/15. I again expressed concern about the mounting data overages and was told again they can't do anything at this time.
I called in 1/31/15 and was told the same as the previous day's, they don't know. The evening of 1/31/15 I get a message my data has been suspended. I called ATT and asked for a Supervisor. The man came on the phone. I explained this entire story to him and was told it's not ATT cellphone sides issue. This supervisor told me if I wanted my data back on that I would need to pay the $300 in overages. I explain its not my fault and I want his supervisor. He told me there's no one higher than him and if I wanted to lodge a complaint I can go to a library and get internet and send it to an att link he stated which I don't remember. I became very irate. He threatened to disconnect the call. He then transferred me to Uverse. I spoke with another supervisor.
I explained everything to her. She went to look up my internet and home phone order and it was no longer there. She couldn't even find it. I told her I have an email confirmation and she still couldn't find it. She had to do my entire internet and home phone order again. Now I have to wait till 1/6/16 for internet. She then tried to restore my data but my account is locked. She tells me I'll have to wait till 1/6/16 when my internet is installed to have internet and wait for my cellphone new bill to drop inorder for her to credit the overages that were incurred and for my data to ge restored. She promised to call me in 1/6/16 I hope she keeps her word.
I have been in contact with several supervisors since 1/6/16 due to that Supervisor not contacting me back. I called again on 1/12/16 about this issue of having my data overages removed. I was told by one of your reps from Arizona that his Supervisor is working on it now and I will see a reduction of my bill in two days. Two days have come and gone no reduction. I called on 1/14/16 spoke with another representative who stated she sees no notation of me having these overages removed. I told her that I have spoken with several people since 1/27/15 and this was suppose to be taken care of. The representative on 1/14/16 basically told mne it my fault for going over my data becasue I knew ATT could not connect my service. I explained to her that I was told my several representatives who stated not to worry about it, it will be removed.
Thes representive again told me its my faul and I should have known better. So now I'm being blamed for the reason why this company could not do what they were supposed to do and I'm being stuck to pay for something that was not cause by me but by your company.
I've been an ATT customer for many years. I used to praise this company. Now I'm not so sure. All I wanted was my service transferred and I'm being treated like its my fault. I need someone to get back with me by emailing me at ***** I'm not a happy customer. Im very upset. Who would have thought transferring your service would gets three ring circus of mistakes that I did not cause but ATT has caused.
I would be letting everyone I know just how inadequate ATT is and how they blame their customers for the reasons why they can't do what they state they will do. I will let everyone I know to not come to ATT they do not value they customers.
[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]