Wednesday, November 17, 2010

AT&T DSL Billing issues - update

I'm posting this so others can find out what is going on.

If you signed up for the AT&T DSL promotional offer where you get half off for 12 months and still haven't seen a credit on your bill you need to call them.

After four months of being told it may take 3 months to see the credit, I finally had enough and vented on Twitter. Someone from AT&T replied and asked me to send her the information about my account and what was going on. (I like that they responded, by why was a public bitching session required to get help?)

Today I received a call from an AT&T Escalation representative and here is what she told me:

When I signed up for the DSL, the person taking the call was supposed to submit a request for the discount, but in my case DID NOT. The rep told me that she made the request and has manually credited my account. Since it will now take 3 months for the credit to become active, she is going to manually credit me each month.

First, how old are the AT&T billing systems that it takes 3 months for a credit to be applied? Seriously, I'm in 'computers' and this is the dumbest thing I've heard in a long time. One month I get, 3, come on.

Second, how didn't the people on 800# not see that there was not a credit request each time I called. Or are they just trying to get me off the phone?

So if you are having the same problem, bitch on Twitter (@att) or call and ask for proof that your credit request was submitted. Escalate if it wasn't so you aren't waiting ANOTHER 3 months.

Anyway, this should be fixed now.