October **, *****Account * **************To Whom it May Concern,*On September *, **** w...
GetHuman1320370's customer service issue with AT&T from October 2018
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The issue in GetHuman1320370's own words
October **, *****Account * **************To Whom it May Concern,*On September *, **** we contact DIRECTV to inquire about adding an additional TV to our account. Our call was answered by an AT&T sales representative who offered us an opportunity to switch our mobile phone service from our current provider. We were not particularly unsatisfied at all with our current provider, T-Mobile, and we made it very clear from the beginning that the only reason we would switch is if AT&T was able to provide us with a substantial savings. Our monthly bill with T-Mobile had currently been $*** for all five of our lines. She laid out the following “offer”:*-*We would receive three iPhone *s for free and two iPhone Xs if we paid $***.** that day to cover the sales tax on the phones, which we did.**-*Our first two bills (for September & October) would be $*** each (about $** more than T-Mobile).**-*Beginning with the third bill (November), our monthly bill would be $*** moving forward (about $** less than T-Mobile).**-*We would receive a $*,*** credit ($*** for each of the five phones we would convert over to AT&T), so we would not owe anything until December which would be about * of the monthly amount (around $***).*We clarified the details of these terms with her at least three times on this phone call to ensure that we were not misunderstanding, missing hidden fees, etc. After it was confirmed each and every time, we decided that saving $***month, while not substantial, but along with a $*,*** credit was worth the move, considering the unlimited data (upgrade from our T-Mobile service) and the new iPhones (two of the *’s were upgrades from what we currently had).*We received our first bill on October * in the amount of $***.**. On October *, we spoke with Josh in your loyalty department. He informed us that such a deal (as outlined above) does not exist! After an hour and a half on the phone with him, he promised us a call from a supervisor within the hour to get this matter settled. As of the writing of this email (two days later and counting), we have yet to hear from anyone in your company!*To reiterate, we would have never changed our cell phone service provider without a substantial savings. After our recent experience with your customer loyalty department (and having never received a call back that was promised within the hour), we’re no longer convinced we should have switched even with a substantial monthly savings! *We need to receive a response soon from someone who cares and is willing and duly authorized to correct the issue and deliver on the promises that we were given as new customers. We have been very loyal customers of DIRECTV for close to ** years. We do not have one bad experience with that company to tell you about. They have always delivered on their promises and have been, actually, a pleasure to work with over the past two decades! When we receive value back for our money spent with a merchant, both through product performance and excellent customer service, we tend to become very loyal to them and a strong referral to others for them. It was our hope that, with your acquisition of DIRECTV, we would experience that same superior customer service with AT&T—in fact, it was in that vein that we felt comfortable making the switch. So far, we have found nothing to be further from the truth.*If we do not receive a response and a resolution by October **, we will be moving our mobile phone service back to T-Mobile immediately after filing this complaint with the FCC and BBB. If, and we truly hope this doesn’t happen, we find that the DIRECTV customer service culture begins to acquiesce and turn into something similar to what we have experienced so far of the AT&T customer service culture, we will be shopping for a new cable provider soon as well.**Sincerely,**John Schutte & Jeni Schwiers
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