Contributor
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3 Messages
You won't remove a line item from my bill and credit my account for the charges.
I have spent hours talking to multiple departments about removing the "Internet Equipment Fee" charge. I no longer have the moden/router that I ordered from you. I returned to DirectTV and you still continue to charge me the monthly charge that you said was for that piece of equipment. I have spoken to billing and tech support. Billing says that can't remove and tech would have to do it. I get transferred and tell the details to Tech again. I had done this in July already. I'm told that billing has to do it. Tech shows that I don't have any equipment and transfers me back to billing. Billing states they can't remove the line item. This back and forth goes on for over and hour and half today. I had the same situation happen when I called about this in July. Is there anyone there that can help and do the right thing?
FixPlease
Contributor
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3 Messages
4 years ago
Does anyone from AT&T read this forum? Does anyone from AT&T care? Does anyone from AT&T respond and/or have solutions to problems that the Corp. produces?
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Constructive
Former Employee
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30.7K Messages
4 years ago
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user, you might try using the contact us link at the bottom of the page and chat in with one of the specialist available, they seem to get things done pretty well
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ATTHelp
Community Support
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210.9K Messages
4 years ago
Hi There! @FixPlease,
We would love to help you with the non-returned equipment charge on your bill.
To make sure that you followed the correct process after a service cancellation, please refer to this article: Return Equipment, yes the title of the article mentions DSL, but the policy is the same for all services.
If you have returned the equipment, the UPS Store should of provided a receipt with a tracking number on it. We need that to properly escalate the issue.
What we will do is, we are going to move you to the private space of your forums account. We will be sending you a private message(PM) to your forums inbox(the envelope icon) to gather some information from you. Please reply to that message.
Just a reminder: Please do not post any account information on this public thread.
We are looking forward to working with you.
Thank you for being an AT&T Subscriber.
Matthew, AT&T Community Specialist
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