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New Member

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6 Messages

Tue, Aug 18, 2020 1:55 PM

ATT billed us for a dead line for years

We faithfully paid our ATT bill for multiple lines coming to our small family own business. During an audit we discovered one of the lines was DEAD. We had Carl the ATT line tech come out and verify that the line was indeed dead. No dial tone. When we contacted ATT customer service about a refund, customer service shut down the conversation. We estimate that we are due around $4,000 for all those payments we made. Anyone have a suggestion on how to reach a person at ATT that will hear our case?

Constructive

Employee

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24.5K Messages

1 y ago

i doubt they will refund you, how did you not notice for years you were paying for a dead line?

@lizdance40  sunday?

ACE - Expert

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21K Messages

1 y ago

Was this opened as a business account?  You say "small family business" but it is unclear because you've posied in "Home Phone" forum and not the Business forum.

 

Residential accounts and business accounts have two separate Terms of Service.  Before we can refer you to the TOS, it would be good to know which service you actually have.

(edited)

New Member

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6 Messages

1 y ago

Liz - We have multiple lines and falsely thought all were active. A customer calls the main line and subsequent calls ring on the other lines. The question was asked by management about whether we needed so many lines, it was then we discovered there was a line in the group that did not ring in the building when we dialed it. We contacted ATT to send a line tech out, he verified the line was dead. 

New Member

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6 Messages

1 y ago

Skeeter - Yes it is a small business line. There are no options on the forum posting for small business, we chose home phone. 

ACE - Expert

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21K Messages

1 y ago

Business Services Agreement

 

You will want to read the linked copy of the BSA before moving on since that is your legally binding agreement.  Note paragraph 8, Arbitration.

(edited)

New Member

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6 Messages

1 y ago

Skeeter - that's very helpful. 

ACE - Sage

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90.6K Messages

1 y ago

I don’t know if the home phone requirements are the same as wireless. If they are, you are due no more than 3 months back service.  It is on you that you didnt call for years For repair or service cancelation for the line charges.  And since you were keeping track, how do you know when that line went dead?   

New Member

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6 Messages

1 y ago

Liz - When the ATT line tech came to the office, he said the line was not wired to the building and had no signal from his butt-set. 

Constructive

Employee

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24.5K Messages

1 y ago

 liz had a very valid point, how do you know its been out for years or just went out last week? shes also correct in that if any refund is due its limited to 3 months

ACE - Sage

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90.6K Messages

1 y ago

Read your agreement/TOS for your business.   If its limited like wireless, you are stuck.  Paying for something you didnt have or use for years is usually on the customer who didnt notice.  But it may be different for wired service.  

ACE - Expert

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21K Messages

1 y ago

@lizdance40   I read and re-read the linked business agreement and I couldn't find any specifics about refunds as is stated in the residential TOS.

 

I don't know what recourse the OP has except maybe take it to arbitration.

New Member

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6 Messages

1 y ago

We falsely inferred the lines were active because the phones were ringing when someone called. We mistakenly thought lines were rolling over when more that one call came in. When ATT increased our fee per line to $80+ that's when we started thinking about cutting back on the number of lines we are paying for. Like most small family owned businesses, corornavirus has hurt us and we're looking to cut costs. 

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