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Mfuller's profile



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Friday, May 4th, 2018 8:16 PM


DSL Cancellation Problem

1/3/18 called and changed dsl to uverse—agent (Jason) at 800-288-2020 said I would see the $61.00 charge for another month and then it would fall off. 

Paid $61 on 1/30

Paid $71 on 3/1

Paid $61 on 3/29


Got a bill on 4/17 for another $61 due 4/28/18—chatted with agent online (Laura) who was NO help and VERY RUDE


Finally on 4/18 I found another logon for my “old” at&T and used it to stop the auto pay coming out on 4/28 for the DSL.  Chatted with another agent (Sam) who said he DISCONNECTED the DSL Account and that we would NOT BE CHARGED ANYMORE.He also said he checked and the credit for the dsl account will be in my final bill which will be generated w/in next 45 days


On 5/4/18 @ 2:45 I called 800-288-2020 and spoke with Skye and told her I wanted to cancel directv and AT&T internet as of June 1st 2018 because we are moving and also told her about my continual bill for FOUR MONTHS NOW, of $61.00 after I have called/chatted with an agent FOUR times since 1/3/18.  I again got another email bill on 5/2/18 for $61.00. She then assured me she would connect me with someone who would take care of this for me.  I was connected to Robert and I then proceeded to tell him what I needed to do.  He asked me for my account number, immediately asked me to hold and then Kimberly picked up the phone.  I told her what I wanted to do and she took care of cancelling the uverse and the directv as of 61/18 and said that we would be prorated for the service and would be charged an early cancellation fee of $110.00 since we got the “genie” system a year ago.  She assured me this would be done correctly and that I would receive an email with instructions on how to return the directv genie, etc equipment and that we would not be charged any mailing fee. She then proceeded to tell me that I would need to call a totally different number (877) 722-3755 to speak with someone about the DSL issue.  She said this was a separate dept and she could not help me.  

I do not have another 2 hours to waste on trying to get AT&T to help me get credited back for 2 months of DSL service that we never received so I have now gone and disputed the charges on my credit card. 

I have been a LOYAL AT&T AND DIRECT TV CUSTOMER WITH AUTOPAY ON MY ACCOUNT FOR 15 YEARS and MIGHT have considered moving my service except it is has been a nightmare and hours spent trying to have someone (anyone!) help me.  



Community Support


232.8K Messages

6 years ago

Hello @Mfuller,

Thank you for reaching out and informing us of your recent experience.  Any billing concerns can always raise a concern, especially if this charge is supposed to be gone months prior.  I can help!

Thank you for providing such great details as well.  We can definitely use this to research your account!  Due to the nature of your situation, I will be sending you a Private Message to gather further details.  Please look for this message in your Forum’s inbox. 


Adam, AT&T Community Specialist

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