Permalink Submitted by Debbie New (not verified) on November 15, 2015 - 8:30pm
I wish to complain about our recent addition of Home Services that combined our billing to U-verse which has totally disrupted our lives due to your internal processes of U-verse combined billing. I am complaining because the combined U-verse billing has limited our ability to upgrade two of our lines with Costco, an AT&T Authorized Dealer losing a Costco Member Credit of a $200 Cash Card (each line), Accessories as well as Costco paying the sales tax for a iPhone 6s Line (forced to go to an AT&T Store phone was NOT operable Single Mom...not to mention that the Auto Pay set up to pay bill was CANCELLED – transferred funds to my daughter’s account to pay AT&T) and Samsung Note 5 (Spouse phone is not operable not holding charge – PROBLEM what is he to do if there is an EMERGENCY) purchase with each qualifying plan.
In addition to this fiasco your combined billing eliminated my employment discount for a $10 credit on this newly installed Home Wireless Service in which your Representative did not properly communicate and in recent communication with your Customer Service it is my understanding that your Representative’s are aware if there is an employer discount reflected to NOT cross sell your U-verse combined billing as the credit may not be beneficial to the consumer (“losing an employer credit for 2 months due to AT&T processes”). To resolve this problem with AT&T I would like you to honor Costco’s Member offer by crediting my account ($400 + Sales Tax Credit for each upgraded line + Accessories) OR provide Costco Gift Card) as this offer is loss to each line due to AT&T Installation Representative NOT disclosing ALL aspects of COMBINED BILLING!!!
When I first learned of this problem, I contacted AT&T with multiple calls which are documented in your system to NO success in upgrading the line. AT&T Customer Service Representatives at your company, initially conveyed 1 hour, returned back to Costco 2 hours later to learn that this may take 48 hours and last Customer Service Representative NOW indicates 2 months and that nothing could be done about my problem. I believe that this response is unfair because AT&T has an obligation of disclosing the U-verse Combined Billing in detail providing the ramifications of losing employers discount for 2 months as well as the inability of upgrading any existing lines with an AT&T Authorized Dealer. I would like a written statement explaining your company's position and what you will do about my complaint.
I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 14 days I will file complaints with the appropriate consumer agencies BBB, JD Power consumer survey for NON-DISCLOSURE at time of U-Verse home installation for wireless service.
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I wish to complain about our recent addition of Home Services that combined our billing to U-verse which has totally disrupted our lives due to your internal processes of U-verse combined billing. I am complaining because the combined U-verse billing has limited our ability to upgrade two of our lines with Costco, an AT&T Authorized Dealer losing a Costco Member Credit of a $200 Cash Card (each line), Accessories as well as Costco paying the sales tax for a iPhone 6s Line (forced to go to an AT&T Store phone was NOT operable Single Mom...not to mention that the Auto Pay set up to pay bill was CANCELLED – transferred funds to my daughter’s account to pay AT&T) and Samsung Note 5 (Spouse phone is not operable not holding charge – PROBLEM what is he to do if there is an EMERGENCY) purchase with each qualifying plan.
In addition to this fiasco your combined billing eliminated my employment discount for a $10 credit on this newly installed Home Wireless Service in which your Representative did not properly communicate and in recent communication with your Customer Service it is my understanding that your Representative’s are aware if there is an employer discount reflected to NOT cross sell your U-verse combined billing as the credit may not be beneficial to the consumer (“losing an employer credit for 2 months due to AT&T processes”). To resolve this problem with AT&T I would like you to honor Costco’s Member offer by crediting my account ($400 + Sales Tax Credit for each upgraded line + Accessories) OR provide Costco Gift Card) as this offer is loss to each line due to AT&T Installation Representative NOT disclosing ALL aspects of COMBINED BILLING!!!
When I first learned of this problem, I contacted AT&T with multiple calls which are documented in your system to NO success in upgrading the line. AT&T Customer Service Representatives at your company, initially conveyed 1 hour, returned back to Costco 2 hours later to learn that this may take 48 hours and last Customer Service Representative NOW indicates 2 months and that nothing could be done about my problem. I believe that this response is unfair because AT&T has an obligation of disclosing the U-verse Combined Billing in detail providing the ramifications of losing employers discount for 2 months as well as the inability of upgrading any existing lines with an AT&T Authorized Dealer. I would like a written statement explaining your company's position and what you will do about my complaint.
I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 14 days I will file complaints with the appropriate consumer agencies BBB, JD Power consumer survey for NON-DISCLOSURE at time of U-Verse home installation for wireless service.