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408 Messages
ATT LONG DISTANCE Billing
19 Mar 21: Cancelled home landline because I was moving from California to Arizona.
30 Apr 21: Received a supposed "final bill" from AT&T showing I had a $10.08 CREDIT on my LONG DISTANCE.
Since the account was closed I should have received a refund check, so I called the number listed on the statement for Long Distance Billing. First I got AT&T's useless phone tree, then I was connected to a "representative" who sounded like she was calling from somewhere in Asia. I finally got her to understand I needed to be connected to Long Distance BILLING. A few minutes on hold and I was connected to AT&T REPAIR! They tried to connect me to LD Billing but that failed and I got a recording to call back.
So back to square 1. This time I got someone who spoke more passable English and she was finally able to get me connected to an office that supposedly handles all AT&T services and I was connected to a gentleman who spoke clearly. After telling him why I was calling, he said I should receive a pre-paid MasterCard in 7 - 10 days. So I now have to wait until 10 May 21 to see if AT&T will back up his statement. I asked why AT&T Long Distance didn't just send me the card or a check sine the account had been closed, but he did not know the answer. Has anyone received such a card after closing their AT&T Long Distance account?
Take-Aways:
1. AT&T needs to hire representative here in these United States who are 100% fluent in speaking and understanding English.
2. When an account is closed but has a CREDIT on it, a refund should be mailed as part of the "final bill"; if not then a prominent note should be on the bill say how the refund will be handled.
3. Separate and distinct direct phone numbers for both AT&T Local and AT&T Long Distance billing on the statement as currently the same number is listed for both.
ATTHelp
Community Support
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215.6K Messages
2 years ago
Hi @romad, we are here to help.
We apologize for the inconvenience of your refund. This is normal procedure in sending a pre-paid debit card.
If you have any additional concerns, please feel free to reach out to us.
Thank you for contacting us on AT&T Community Forums!
Lafayette, AT&T Community
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romad
Scholar
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408 Messages
2 years ago
The main problem was getting connected to someone who knew the procedure and could tell me. However if the procedure had been printed on the bill, I would not have had to call. I recommend this be done in the future.
(edited)
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ATTHelp
Community Support
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215.6K Messages
2 years ago
@romad, thank you for your suggestion.
If you have any additional concerns, please feel free to reach out to us.
We are always happy to help.
Thank you for contacting us on AT&T Community Forums!
Lafayette, AT&T Community Specialist
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romad
Scholar
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408 Messages
2 years ago
Latest Update:
I received the AT&T MasterCard with my refund loaded. There was also a statement to call a particular number if I had any questions, so I called. I was given two choices: enter the card number if I wanted the balance or press 2 to report the card stolen/missing. Since I already knew the balance I waited to see if I would be connected to an agent. Nope! I was told I only had those two choices. So I entered the card number only to be told it wasn't activated, so I had to create an account to activate the card. Finally I was given 8 options, NONE of which mentioned being connected to an agent! I decided to just press "0" to see what happens and lo and behold I was transferred to an agent (wonder if that would have worked in lieu of the very first two options). When an agent answered and I jumped through more hoops for him I asked him if I could take the card into my local bank branch and have them deposit the money into my savings account. He said I had to log into a different address and request a transfer! I said no way would I do that because the transfer fee would be higher than the refund amount. I then asked for them to mail me a proper refund check and was told they would but it would take 7 to 10 business days to arrive. So, I hope the check arrives after 7 business days which would be 18 May with the 10th business day being 21 May.
I am convinced that AT&T has deliberately created such a convoluted process expecting that most people would give up getting their refunds and thus making more profits for AT&T.
Oh, rather than using a normal bank, AT&T goes through something called "Northlane Technologies"; if I get even one piece of junk mail in my PO box or SPAM in my email from that outfit, I'll be filing a complaint against them with the FTC.
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ATTHelp
Community Support
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215.6K Messages
2 years ago
Hi @roman, we understand you concerns.
Let us inform you that sending you a check usually take 7 to 10 business days to arrive, that's standard procedure.
If you have any additional concerns, please feel free to reach out to us.
Thank you for contacting us on AT&T Community Forums!
Lafayette, AT&T Community Specialist
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