Internet Promotion of $40 per month but being charged $50

Question

I have a complaint for ATT. On May 6, 2019 I contacted ATT to find a lower promotional offer for my internet services. While I was chatting with an ATT agent, I was offered $40 a month for the next year. A good deal, right?

Well, today I get a bill and I am being charged $50 per month for the next year. So I contact ATT and inquire about this change. Since this has happened to me in previous years, I had an email copy of the chat transcript to support my claim that I was offered $40 per month for the services. Well, it seems that the ATT agent and supervisor conveniently could not find the Chat Reference that I provided them with and would not honor the offer that I had been given. I have the exact chat transcript in front of me and I am telling them this is what the transcript says and they tell me that they cannot honor it.

What annoys me is how they can email me the chat with the reference number and they they "conveniently" cannot find it on their end. It has been very frustrating dealing with ATT every year on their internet services. I believe I will be shopping for other internet services in the next month.

This is considered poor customer service and bad quality! I guess I should not be surprised!

Saleema · Answer

I have ATT Fiber - nothing else.Please see the chat transcript belowATTChatTranscripts@chat.att-mail.com ATTChatTranscripts@chat.att-mail.com via dalu.onmicrosoft.comMon, May 6, 11:39 AMto SKARIMReference Number: 744603363888534574DATE/TIME: 2019-05-06 10:29:50Your chat transcript:PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.AT&T : Hi, I'm AT&T's automated virtual assistant. How can I help you today?Me : Hello I am looking for an internet promotionAT&T :Got it. Please tell us your first name.Me : My promotion will expire in 19 daysAT&T :Thank you. Please wait as you are assigned to the next available specialist for account support.Enrique : Hi! My name is Enrique. I'm happy to help! Let's get started.Me : Thank you for your help!Enrique : Thank you for waiting in the queue, I can help you check more promotionsEnrique : to help you reduce your monthly billMe : That would be great!Enrique : ThanksEnrique : I will review the charges on the account and provide you your expected monthly bill plus taxes and feesEnrique : Please give me 2 minutes to review your account. Also, while I'm reviewing your account, I wanted to let you know that our MyAT&T app lets you easily manage your account anywhere.Me : thank you!Enrique : WelcomeEnrique : Upon checking you do have two discount that active, which -$10 each, the first one will expire 05/25/2019Enrique : This was set for 12 monthsEnrique : which you get for the past 12 monthsMe : yes, I was hoping to find another promotion to cover the one that will expireMe : Can I get the same promotion for the next 12 months?Enrique : I will checkEnrique : basically for Standalone service, we have limited discount availableEnrique : normally we can keep this if you have other AT&T service that we can bundle upEnrique : this way we can get bundle discounMe : well...I don't have a TVMe : and my cellphone is through my workEnrique : I see,Me : so, there is no promotion for the internet service?Enrique : your plan actual cost is $70 - minus two $10 off which total $20 = $50 per monthMe : ah...okayEnrique : So farMe : So, is there anything you can provide for me?Enrique : the remaining -$10 off is set up permanentlyMe : okayEnrique : Still checkingMe : thank you!Enrique : please allow me a minute or twoEnrique : Sure welcomeEnrique : I am almost done. I appreciate your patience.Enrique : I am still working on your account. Thank you for your patience.Me : Thank you!Enrique : My supervisor is already reviewing the account nowMe : Great! I really appreciate your help with this!Enrique : My pleasureEnrique : Good newsEnrique : We able to get a new way towards your discountMe : That is great! Thank you!Enrique : we can bring your bill to $40 monthly same plan, after discount.Enrique : This is good for another yearEnrique : I can set this up nowMe : Phenomenal!Me : yes! that would be great!Enrique : this way your succeeding bill will be lowerMe : My internet speed will remain the same?Enrique : Yes remain the sameMe : Wonderful! Thank you so much for helping me withthis!Enrique : You deserved this as valued customerEnrique : just to recapEnrique : We have added new discount that will bring your monthly bill for $40 every month after discount valid for 1 year. Is there anything else I can help you with?Me : no, that is so great!Me : I do appreciate your help in getting me this discountMe : and lowering my monthly bill!Enrique : Perfect!Enrique : Thank you for choosing AT&T. We appreciate your business. Have a great day!Me : Thank you!Enrique : You too, take care always!(c)2018 AT&T Intellectual Property. All rights reserved. AT&T and Globe logo are registered trademarks of AT&T Intellectual Property.