Scott sent a message to Randall L. Stephenson Chairman and CEO, ATT Inc. – email address that said:
Good day to you. I just wanted to let you know my recent problems with ATT U-Verse billing and customer service that have caused me to cancel all my services after many years of being a customer. I recently contacted Customer Retention for U-Verse regarding issues I had with billing while under promotional pricing that has since expired. I was wanting to cancel my services although I love U-Verse and have been an advocate for the service since it came to my area. Before U-Verse I had DSL, satellite TV and traditional phone services and was a long time Southwestern Bell customer (my home email address reflects that). U-Verse has been overall a good service for me and I am in a position where many people solicit my opinion on technology hence my aforementioned advocacy for U-Verse to many. I have had many billing issues over the years that are frustrating and had to buy an expensive router to restore good Wi-Fi functionality when my Residential Gateway replacement failed to give a decent signal and Customer Service would not help. I kept the service however till now. As I mentioned earlier I recently contacted Customer Retention and the person I spoke with offered me a promotional discount that was similar to what I had before plus two months of the same credit for the previous two billing cycles. He asked if that was acceptable and I told him yes. To confirm I asked him what my bill would be in the future and what he told me did reflect what he had promised. However, the next day when I logged in to check my account the amount was substantially less. I contacted billing via online chat and they told me that there were no notes detailing any further discounts and referred me to contact the Customer Retention people again. When I called I advised to have a supervisor listen to the recorded call from before that detailed what I was promised and I was told they don't always record the calls which "might" be true but the on hold message when you contact Customer Service seems to indicate otherwise. I was offered a discount but was told they could not go as low as what I was promised. I mentioned that in my position if I lied to my customers I would not retain my job (referring to the previous rep). So I have cancelled my U-Verse and am reluctantly going to Charter Spectrum cable and will be advising others in my sphere of influence that ATT does not deal with their customers in an honest way. Thank you for your time.
