Being consumers of AT&T wireless service we opted to add U-verse services on 11 August 2015 at AT&T's Snellville, GA store. At that time we were informed that U-verse TV at our home address was unavailable however high speed internet was.
We were extremely dissatisfied with Comcast's picture quality and customer service and wanted to give AT&T an opportunity to try to win our confidence. At the Snellville, GA store we specifically asked for the U-verse package of TV and Internet of one of the sales associates. However we were informed that U-verse TV was not available at our current home address and in lieu of this offered us Direct TV since they indicated at the store that the "PCA Check was not Green for U-verse TV." In consideration of Comcast's quality of service, we signed up for U-verse internet and Direct TV which was the best AT&T could do at the time according to their store employee in Snellville, GA. Direct TV was installed on 15 August 2015 later followed by installation of U-verse internet on 25 August 2015.
During the initial installation process of U-verse internet on 25 August 2015, we mentioned to the the technician that we originally asked for U-verse TV however we were informed during sign-up at the Snellville, GA store that this was unavailable.The AT&T technician stated that this was not the case and that we had more than enough bandwidth to deliver both U-verse internet and U-verse TV. As such, we should have been given the choice of U-verse TV and not just Direct TV as our only option at sign-up. Knowing this we immediately tried to make the switch from Direct TV to U-verse TV however we were informed that we would be forced to pay a Direct TV termination charge of $460.00 in order to make the switch to U-verse TV. We contacted the Retention Department and spoke to a representative and were offered compensation for the cancellation fee in the form of a $150.00 credit to our U-verse account, a $150.00 VISA reward card in addition to a $100.00 "Closer Coupon Debit Card" whatever that means.
In light of this we went ahead and canceled our Direct TV service and had U-verse TV installed that very same day. Although we received the $150.00 credit, we have never received the remaining compensation as agreed upon by AT&T U-verse. We also specifically asked the Retention Department if any additional fees would be billed to make up for the credits; both the representative and her manager said "no." We have attempted on several occasions to contact the Retention Department on 19 October 2015 but were put on hold for over 90 minutes only to be disconnected. We spoke on another occasion with their customer support representative, after being on hold for 88 minutes, and explained the matter.
We were told someone would get back with us in 2 days; to date we are still waiting for that call. To add further damage, we were charged 3 one time equipment fees totaling $147.00 plus installation fees of $33.00 per month for 3 months. totaling $99.00; we were never informed of these charges. As a result of all this we have expended $556.00 in net fees just to have AT&T provide us U-verse TV as originally requested.
Additionally, AT&T hit us with a rate hike from $60.00 to $75.00 per month without any prior notification. We are extremely dissatisfied customers with AT&T due to the initiated blunder made by their store employee(s) in Snellville, GA in addition to the undisclosed installation charges and regret our decision to ever give AT&T U-verse a try.
In our opinion AT&T really dropped the ball to acquire our trust and satisfaction as we went from bad Comcast service to horrible AT&T service. We deeply regret ever leaving Comcast; at least they did not burden us with the number of outrageous charges made by AT&T.
Product or Service Mentioned: Att Reward Card.
Reason of review: Order processing issue.
Monetary Loss: $706.
Preferred solution: Full refund.
ATT Cons: Inconsistent and decetful practices.