AT&T Holiday Deals & Gifts - Don't miss these holiday deals on the latest devices!
CrissyM's profile



1 Message

Mon, Feb 9, 2015 3:15 AM

Billing issue

I'm soooo disappointed in at&t. I've been a wireless customer since 2003, so of course I thought it would be a great idea to get Internet and cable as well! Worse mistake ever.


I've talked to about 20 different representatives and have either been "transferred" and hung up on, just plain hung up on, and I even had one representative tell me that she couldn't access the system and that she would call me back when it was back up. Obviously I never heard from her again.


I've talked to a total of 5 people tonight in the past hour and a half, none of which have resolved my issue. I'm posting my last chat convo in hopes of getting the issue resolved. I'm legitimately sick in tired of being "transferred," disconnected, lied to, and just plain hung up on. Is this truly the practice of at&t to not call customers back when they're disconnected? Obviously you have my telephone information, why would you just not call me back? I'm hoping that posting on this forum will get things taken care of. 


Thank you for choosing AT&T. A representative will be with you shortly.

You are now chatting with Aaren G.

Aaren G: Hello my name is Aaren G. Thank you for allowing me to be your specialist today. How may I assist you?

Crisanta  : Hi Aaren. You're the 4th person I've talked to today and I thoroughly hope you can help me, as I have talked to two people on the chat and have be "transferred" but have been disconnected and not received a call back.

Aaren G: Okay.

Aaren G: I apologize for the inconvenience you have experienced.

Aaren G: Now you reached the right person, May I know your concern please?

Crisanta  : I cancelled my service twice, once in September and once in October, neither time the account was properly cancelled. I moved out of my apartment and have not used the service. I moved out on 9-15-2014

Crisanta  : I was charged for two additional billing cycles following my original call in September.

Crisanta  : I spoke to a woman in November and I was told since there were no notations on my account, I would still have to pay for that month. She told me she could see in the system that I had called in October and attempted to cancel the account, however it was not done so properly

Aaren G: To make sure I understand you correctly, you have a question about to get the credit for the whole amount;  Is that correct?

Crisanta  : She informed me that I would be credited for the second billing cycle ($99.85), so long as I returned my equipment. I did so and was not credited

Crisanta  : I spoke to a gentleman a couple of minutes ago, who was supposed to transfer me to collections and stay on the phone, but hung up on me.

Crisanta  : I'm really hoping you can help.

Crisanta  : He told me that he can also see that I was not refunded and that I would be.

Aaren G: I apologize for the inconvenience you have experienced.

Aaren G: I can help you with that!

Aaren G: Please allow me a moment, while I access your account.

Aaren G: In the event we get disconnected from this chat, may I please have a call back number where I can reach you?

Crisanta  : **********

Aaren G: Thank you.

Aaren G: Please stay connected, let me checked that all for you.

Crisanta  : Thank you

Aaren G: You're welcome.

Aaren G: Is this is your correct number: **********

Crisanta  : yes.



Former Employee


4.9K Messages

8 years ago

Hello, CrissyM!


Thanks for posting. I'm sorry to hear about your recent experience with some of our reps. We would be happy to look into this account cancellation issue for you, so please click here to send us a private message with your contact information, the best time to reach you, and a brief summary of the issue.


You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen. In the meantime, feel free to message me with any other questions or concerns.



Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.