New Member
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3 Messages
AT&T REFUSES to close my Internet Account
I am FED UP!!!! We requested that our internet account be closed in July of 2021. We have been told that there is some kind of error which prevents them from closing the account but they had credited it at one point to bring it to zero. Every time we have called to follow up and asked for a Loyalty Supervisor, they say they will call back and never do. Today, I called in and have been on the line for over 2 hours waiting for the supervisor to get on. Seriously, the timer on my phone is at 2:06:39 right now and the rep told me she needed to transfer me to his line to wait. RIDICULOUS!
After many calls and notes in the system, AT&T still refuses to close my account, 6 months later. Today, the rep told me "if it was only a couple weeks, I could have helped you" and "It's your responsibility to ensure your account is closed." Are you kidding me? I have called MULTIPLE times and she even acknowledged the notes. Then, I look further into my profile and see that my internet package was changed in October. Who did that? I cancelled in July and have been using XFinity ever since.
I received a letter in the mail last week and now, daily, harassing, automated phone calls, about my past due account; because they have been charging me $70 a month for the past 6 months. After we requested the close of the account in July!!!
Where do I go from here besides an attorney? This is not ethical.
sandblaster
ACE - Expert
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64.7K Messages
2 years ago
The direction to go from here is to escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you, they’ll get the account closed and any past due bill taken care of. Do you per chance have combined billing with some other ATT service? If so, that’s likely the issue with closing the account. Regardless, still inexcusable.
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je55ica730
New Member
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3 Messages
2 years ago
@sandblaster Thank you! I just filed the complaint with the FCC. No combined billing that I am aware of as our wireless account is separate.
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skeeterintexas
ACE - Expert
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26.8K Messages
2 years ago
Just curious...did you send the AT&T gateway back and if so did you get & keep the receipt?
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je55ica730
New Member
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3 Messages
2 years ago
@skeeterintexas They told us once they were able to close the account after resolving the error, that they would send us the information to return the modem. More than happy to send it back! We have been using another provider since our request for closure and there has been 0 activity on the AT&T internet usage since. Also visibly documented in our account history online.
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