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tblack1993's profile
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Thu, Dec 5, 2019 5:13 PM

billing

Good morning,
I am a ATT Uverse customer and I have been having issues the past months. From my prior call with the Loyalty department last month, I was assured my account was corrected and within the next weeks it would reflect online. My bill has always consistently been between 140-150. I moved from Cox to ATT because Cox bills fluctuates and I think ATT packages are better. All of a sudden, my bill increased to $200, when I called in the representative apologized and explained how when I setup service I should've been advised that their packages are promotions that are only good for a year. She explained that I would pay almost 170 for last month then moving forward i would pay 140+tax, so she couldn't give me an exact amount on tax but assumed it would be in the 150 range. I thanked her and explained how am I college student who pays out of pocket while also paying all of my bills. I am out of town because my grandmother passed away and my room-mate advised that the website wasn't showing the updated bill amount yet, which prompted my call. I spoke to a representative who advised I was given the wrong information and that I could pay 150 then she will transfer me to another department to see about getting the remainder waived. I explained the complete conversation from my prior month's call and ended up escalating to the loyalty department manager. Whitney said that they gave incorrect information and it wasn't that department. The loyalty department is who gave me this information, I asked her could she do her due diligence and pull the call or notes to prove what the arrangements were on my account. She told me no but she could offer me a $10 off coupon on a $248 bill other than that she couldn't assist me. $10 off of an $100 difference in my bill isn't satisfactory. She said the changes didn't catch for this month's bill but my bill would be $127 next month. I don't want an 100 increase for one month then a twenty dollar decrease the next. This is the type of fluctuations I was trying to avoid. Being that I explained the promises I was given last month and asked her to refer to the notes or pull the call, as a manager there should be more customer service and empathy for consumers. I also work with consumers and it is this type of service that loses business. I can pay my regular payment as soon as possible and setup auto pay if that will help moving forward. I just want to pay the promised amount that was set last month and to be able to trust that if I call customer support/loyalty that I am actually going to get assistance. It costs nothing to give good customer service and to try to understand the consumer. Thank you,

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