Go2OSU's profile

New Member

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2 Messages

Sunday, November 27th, 2022 10:29 AM

Didn't order digital phone service, haven't ever used it, but I'm charged ever month for over 4 years

When we switched to DirectTV (10/18) an AT&T rep stopped by and asked if we wanted to bundle Internet and wireless to our TV service and we agreed.  The Internet was supposed to be only $25 because my husband is a disabled Veteran.  The rep brought us our new cell phones the next day and we had AT&T internet installed. 

I had back surgery and by the time I finally looked at a bill, I realized that AT&T was charging us for a digital phone.  Every phone call to customer service at AT&T was either, that "I couldn't drop it or my bill would be more", or "that they would have to troubleshoot to see if I ever used it and then they could only go back three months".  But each person could never find where I made a previous phone call. 

I had to drop the issue because of the death of both of my parents and providing 24/7 care for my mom.  But now, I would like to resolve the issue. I would like to drop the additional charges for the digital phone and get some help with our account.  It is very difficult for me to talk on the phone because of my hearing and I also have mobility issues so I would greatly appreciate if we could handle the situation by email or text. 

sandblaster

ACE - Expert

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62K Messages

2 months ago

This forum is not customer support and not a way to cancel your digital phone. You must call to cancel, that’s the only way. As for getting any back credit, very unlikely. Not looking at your bill for 4 years simply won’t suffice as a reason. Your best chance at getting anything beyond the 3 months they are liable for is to escalate to corporate by filing an FCC or BBB complaint.

ATTHelp

Community Support

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207.2K Messages

2 months ago

We can address your concern with your phone and Internet service, Go2OSU.

 

As sandblaster stated, you will have to call us at 800-288-2020 to cancel the home phone service and see how big a refund you qualify for.

 

When it comes to Internet service, we can see if the veteran's discount was applied to your account, and if not, we can try to add it for you.

 

If you need to proceed, let us know.

 

Aminah, AT&T Community Specialist

New Member

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2 Messages

2 months ago

I had been looking for a way to handle this situation by email or text because of my hearing problems, that is why I looked and found this forum. 

I have done more than just look at my bill and I have been told different things when I called. 

You can give helpful information without being demeaning or hateful.

spoom2

ACE - Master

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17.5K Messages

2 months ago

You came here looking for information and were given that. This is a customer-based forum, not AT&T support, there is no email or text way to report an issue, you must call, use chat, or wait for a DM (direct message) from @ATTHelp. I didn't see the demeaning or hateful response you're referring to. Facts are facts and any member posting is trying to lead you in the right direction. 

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