Monday, March 8, 2010

My Chat with AT&T

Back in November, I called AT&T to disconnect my internet unless they could match the offer I got from the cable company. They said they would reduce my internet bill by half. When December came, I called back because I saw no discount. I was then told that the discount would go into effect in January. When January got here, I noticed a difference in my bill. In February, I noticed I was paying about the same as I was back in November. After doing some research, I discovered that they did indeed offer me the discounted internet service, but added on a $14.95 charge for a static IP address!!! I can use if I need a static IP address.
This prompted the following chat. Notice how I explicitly tell her that I'm trying to lower my monthly obligations and she is trying to push more services on me.

I am also posting this so that next month when I bill comes, if it doesn't match what she told me, I'll have the transcript ready and can point them to my blog.

----start of chat----
Thank you for choosing AT&T. A representative will be with you shortly.

You are now chatting with Ladrecka.

Curtis Frazier: Hello?

Ladrecka: Hello, How can I assist you

Curtis Frazier: I was reviewing my phone bill. I noticed I'm being charged 14.95 for static IP address for my DSL. How can I get that removed? I never requested nor do I need a staic ip address.

Ladrecka: In order to protect your private information, please provide me with a verification item from the list below.

* 3-digit customer code showing after your account number / telephone number
* Amount of your last payment or last bill amount

Curtis Frazier: xxx - $xx.xx

Ladrecka: I can remove the service, however, if you upgrade to Xtreme 6.0, it will be included and you can take advantage of a higher speed for an additional $5.00 per month. I can set this up for you.

Curtis Frazier: I just want the $14.95 charge for the static ip address removed. I'm trying to lower my bills and obligations.

Ladrecka: I noticed that you qualify for wireless service. I would like to recommend AT&T Nation(SM) with Rollover® Minutes, which will allow unused minutes to carry over from one month to the next. You can add it for $34.99 plus tax per month. This price includes unlimited mobile to mobile calling and 5000 night & weekend minutes, I can set this up today!

Curtis Frazier: No, I just want the $14.95 charge for the static ip address removed. I'm trying to lower my bills and obligations.

Ladrecka: Okay, per your request the Static IP feature has been removed from your account, is there anything else I can assist you with?

Curtis Frazier: Just to be sure, I will no longer be charged $14.95 for the static ip address? Can I get a credit for that amount since I never actually asked for it?

Ladrecka: You will automatically receive a credit on your next bill from the date the serivce was removed until the end of your billing cycle.

Curtis Frazier: But I never requested a static IP address and don't understand why I am charged for a service I never requested and never had a need for.

Ladrecka: Your overall bill reflects all services that you subscribe too, when you had the Xtreme 6.0 this feature was active and no request was made to remove the service.

Curtis Frazier: OK. I just want to be sure you aren't going to charge me more for DSL now since I got the static IP address removed.. right?

Ladrecka: Your DSL service monthly plan will remain the same, I just removed the Static IP service.

Curtis Frazier: But my Total AT&T Internet Service amount I pay should reflect the $14.95 reduction?

Ladrecka: Correct

Curtis Frazier: Also, why is my internet service more this month than it was last month?

Ladrecka: I'm sorry for the delay. I'll be right with you.

Curtis Frazier: In January it was $30.78, this month it is $32.90.

Ladrecka: You received more credits last month for the DSL service.

Curtis Frazier: Why?

Ladrecka: It looks like a discount was added to the account last month, you may have received over the amount intended. Give me just a moment to contact our DSL group.

Ladrecka: It appears that you called back on 12/22 to disconnect the Internet serivce and was offered a discount for 6 months.It was applied after December's bill was generated so, you received the discount for the month of January and a prorated discount amount for December both were applied to January's bill.

Curtis Frazier: OK. Thanks. So, can I expect next months internet bill to be around $17.95 ($32.90 - $14.95)?

Ladrecka: Correct

Curtis Frazier: OK. Thanks.

Ladrecka: Thank you for contacting AT&T. Please use the CLOSE button when you are ready to exit our chat session.

1 comment:

  1. Good job sticking to your guns. The Reps are trained to sell you stuff, you don't need. Plus the statements are designed to confuse, & hide items that they have added, without your request. The average person, don't catch those little things, and thereby, making these Mega companies billions of $$$ in revenue.