2 Messages
Extremely Disappointed with AT&T Air - Unfair Charges and Poor CS
My name is Marina Ramirez, I’ve been a loyal AT&T customer for years, always singing its praises—until now. A few weeks ago, my opinion took a nosedive when I was hit with unexpected charges. First, a $9.99 late fee appeared on my bill, closely followed by a staggering $35.00 reactivation fee. All this because my service was suspended when my balance reached $100.00 due to unpaid bills.
This month, not only was I charged the usual fees, but I was also billed a month in advance. When I called customer service for clarification, the representative repeatedly told me that some payments from months ago hadn’t gone through. No matter how many times I acknowledged the missed payments, all I got was a scripted response. Worse still, the CSR insisted that his supervisor or him could do nothing to refund the $45.00 in fees.
To add insult to injury, three months prior, I was slapped with a $145 charge for failing to return my modem after switching to Internet Air. No instructions were given on how to return the equipment, nor was I informed of the need to do so. When I addressed this with customer support, they mentioned the credit would be applied to my old account and I would need to call again to transfer this credit to my new Internet Air account. However, the label for returning the modem never arrived, and I was left to deal with the financial burden unassisted.
This string of negative experiences has left me more than just frustrated; I feel disregarded and taken advantage of by a provider I once trusted. I am seriously contemplating discontinuing my service with them as soon as feasible.
Has anyone else experienced similar issues with AT&T Air, or am I alone in this frustrating situation
Accepted Solution
my thoughts
Former Employee
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22.3K Messages
11 days ago
ATT Internet Terms Of Service agreement has not changed since January 2019, a year before Covid…
https://www.att.com/legal/terms.HSIAAttTermsofService.html
For more information on fees that may apply in addition to any amounts due for your Services and Equipment, consumers should review the "Consumer Fee Schedule" available at www.att.com/ConsumerInternetFees and businesses should review the "Business Fee Schedule" available at www.att.com/BusinessInternetFees
The following fees are effective as of March 14, 2023
(edited)
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MildlyBothered
135 Messages
11 days ago
I’ve actually never heard of someone being billed early, were you able to confirm that your bill was infact for April-may? The emailed or paper copy should clearly label this at the top right.
The reason why they are unable to have any late fees waived is because of customers abusing that privilege, so it was taken away from the customer service reps. Don’t pay your bill=late charge, that is unfortunately on no one but you.
But lastly for your returning AT&T internet air, that could be been solved from a google search, the top recommendation says to bring the modem, and your account number to any fedex or UPS and they will assist you. You can not blame all of your personal negligence on AT&T in this specific case.
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MildlyBothered
135 Messages
11 days ago
But to answer your question, yes, many other uneducated customers have been in this situation before.
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skeeterintexas
ACE - Expert
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27.8K Messages
11 days ago
1. Did you finally return the modem?
2. Was your account in arrears (late)?
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OttoPylot
ACE - Expert
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24.4K Messages
11 days ago
@Marinarickservice If your service gets suspended due to unpaid charges the only way to restore service is to bring your balance back to zero and pay it thru the next month.
The return policy for AT&T equipment is stated in the TOS, which I assume you read. And always get a receipt and tracking number for any returned equipment just in case you need proof of return.
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ATTHelp
Community Support
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231.9K Messages
11 days ago
Hello @Marinarickservice! Thank you for reaching out to us!
We hear you, and are happy to assist you.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page - https://www.att.com/support/contact-us/, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you for contacting AT&T Community Forums!
Gary, AT&T Community Specialist.
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