Public Mediation

Y.Z. vs. At&T (Headquarters)

Y. Z. vs. At&T - Headquarters
208 S Akard St Ste 110, Dallas, Texas, 75202-4209 , United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"This is a complaint about AT&T's internet service.
On April 12, 2017, I called AT&T customer service for adding wireless service for traveling. After the representative (Serina, 1-352-620-5899) helped me with that, she recommended AT&T internet service to me with an offer of $30/month for two years with no installation fee. I accepted the offer and my internet service was switched to AT&T on May 6, 2017.  
Today I received the first bill, which charges $40 per month plus $33 installment 1 of 3 for installation charge. Both items are different from the aforementioned offer I had agreed to. I called the AT&T customer service today and spoke with two agents and a specialist, all of them denied that there was such an offer. I asked them to check their phone record to verify the offer, they refused to do so. 
It is hard for me to believe that a big company like AT&T would have such a practice. I do not know if they intentionally provided flase offers to customers and whether there are other customers like me who have been in the same situation.
I hope you can help me to get the truth. AT&T should be able to check the phone record to see exactly what the offer that Serina made to me on April 12. 
Thank you,
Yin Zhang
 
 
 "
...
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Additional Communication Between Claimant and At&T - Headquarters Hide
  • Jun 03, 2017, Claiming party added:

  • The specialist claimed on the phone that an e-mail confirmation of my order was sent to yin_zhang_99@yahoo.com

    However, I did not see the e-mail and I am not able to find it in my e-mail box. So I would like AT&T to provide me a copy of the e-mail they sent to me on April 12 about my order.

    This is a simple matter. I feel that representatives at AT&T were not honest and took advantage of me. I need your help to find the truth.

    I have the following demands:
    1) Check the phone record on April 12 to find what the representative offered to me.

    2) If, as claimed by the specialist on the phone, an order confirmation was sent to my e-mail account, please send me a copy of it.

    3) If the first representative and the specialist did lie or intentionally misled me, AT&T should take actions to educate them. They have tarnished the image of AT&T.

  • Jun 13, 2017, Claiming party added:

  • On June 3, I also posted my complaint at the webpage
    https://forums.att.com/

    Then AT&T Social Media Manager contacted me and told me that she would assist me to solve the problem. On June 4, she spoke to me on the phone and honored AT&T's initial offer (modified to 12 months). She was very sincere and I accepted her offer. I appreciate her help very much.

    I also told her that the experiences I had with the representatives damaged AT&T's reputation and asked her to look into the phone records to see whether the business practices of the AT&T representatives violated the company's policy or whether there was a misunderstanding between the first representative (Serina) and me.

    So far I have not got any information from AT&T on the demands I raised in this claim. This will be fine with me, and I learned a lesson. I hope things like I described in this claim will not happen to anyone else.

What Claimant Wants Hide
Just make me happy!
Claimant invites AT&T - Headquarters to make a fair offer.
1. Other – Pay for claim posting cost Jun 17, 2017 $14.99
Cash total : TBD
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from AT&T - Headquarters. This claim will remain posted until resolved
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