Skip to main content
AT&T Community Forums
Announcements
Don’t miss your chance to add AT&T Protect Advantage. Peace of mind, starting at $15 per month. Open enrollment ends 8/31. See all protection plans.

Contributor

 • 

2 Messages

Tue, Feb 19, 2019 2:33 AM

Installation Fees Waived

Signed up after a move for Internet and u-verse after already being a wireless customer for several years. First bill had install charges? Spent 3 hours on the phone with customer services, spoke with 9 individuals and none could explain why the charges were on the bill. Very frustrating.

Responses

Brand User
ATTHelp

Community Support

 • 

127.2K Messages

a year ago

Hi @DanThomson

 

Let us see what we can do for you! We'll be sending you a Private Message to gather more details and start working toward a resolution. Be sure to check your Inbox for the message!

 

Aminah, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

 • 

1 Message

a year ago

I am having the exact same issue was told over the phone that my installation would be waived and I just received a phone call stating I owe $160 for installation when the Gentlemen that I scheduled the installation with told me it would be waived.

Contributor

 • 

2 Messages

a year ago

Same here in North Carolina.  Salesman Adam told my wife that there would be no installation fee,  now we’re being charged $100 for install.  Wrong on every level.  Shame on AT&T.  It’s the old you word against them deal.  

Contributor

 • 

1 Message

a year ago

Same thing happened here in California! I was trying out their service and asked if I would have to pay the installation fee if I decided to cancel and the representative on the phone said I wouldn’t if I cancelled within 14 days, that I would only be charged a pro-rated rate for the amount of service I used. After 13 days I found the service inadequate and cancelled, they then tried to charge a cancellation fee $180 and the installation fee $99. The representative on the phone was able to get rid of the cancellation fee but not the installation fee. I am extremely angered by this bait and switch practice and am exploring the legality of this process. There should be a recording of the original call where I asked the representative MULTIPLE times about the installation fee. The “supervisor” I talked to after the fact said the call could only be subpoenaed which I plan to do! 

New Member

 • 

1 Message

6 months ago

Still doing the same here in DFW. Signed on to bundle 1gb data with wireless and was told installation would be waived. Called and chatted with several reps at different levels. Only answer we get is ”It is a vaild charge” no acknowledgement of the promotion or any offer to waive installation fees. It is sad the are being able to usurp DTPA this way.

New Member

 • 

5 Messages

I have the same problem. I've tried the 800 number multiple times and also the accounts receivable number that was suggested on a different thread. I always end up talking to someone in the Philippines and getting passed around from one "department" to another, only to be told that the charge is a valid charge. One of them actually did acknowledge that the notes indicated I was told the fee would be waived, but still said they could not credit my account. Worst customer service ever. It seems very intentional.

UPDATE: While I was writing this, I managed to get transferred to the Customer Loyalty department, which is in St. Louis. I talked to them and they looked at the notes from when I ordered the service. It was in the notes plain as day that I had been promised the installation fee would be waived. They said there was no reason I should have had to go through this experience, and credit was issued immediately. She gave me the direct line case I ever needed to call back and avoid the experience .

[Edited per Community guidelines]

(edited)

New Member

 • 

6 Messages

a month ago

yess, same issue happened to me .  what can we do ?

Get started...

Ask a new question