Announcements
Don’t miss your chance to add AT&T Protect Advantage. Peace of mind, starting at $15 per month. Open enrollment ends 3/31. See all protection plans.

Tutor

 • 

8 Messages

Fri, May 17, 2019 11:35 AM

Charged $99 plus $10 tax for tech repl cam

Exterior cam stopped working. Trouble shot with DIgitalife and Tkt for for Tech dispatch was opened.  Tech arrived  5/10/19 and said could see no physical damage to cam, asked if had power hit, resp=no, bc there are 4 external cams around House. Tech said he repl cam=CAM and its working again. Tech asked if I was aware I would be billed 99.00 plus tax for this disp????, I asked why a customer has to pay for a piece of AT&T hardware that failed and needed to be replaced ? Went online and I noticed I have $109.00 charge added to my regular bill. Call Digitalife and inform agent web site clearly says if Tech determines issue is not AT&T equipment and was caused by user, you will be billed $99.00. So how does a bad piece of equipment owned by AT&T become a $109.00 charge to the customer?

AT&T rep said there was physical damage to cam, I responded that's not true, there was no physical damage to cam, because both I and the Tech looked at the cam which sits 20 ft in the air, plus I saw what was in the Tech tkt when I signed off. If that is how AT&T conducts business, then why was I charged $0.00 last year when a supervisor and Tech had to come to my house to replace a defective DLC controller? Anyone else experienced this with AT&T?

I don't think this is right, and I think I'm going to skip calling the Digilalife Billing Dept again and just send a detailed email to Randall Stephenson, AT&T CEO

 

Responses

Brand User

Community Support

 • 

5.3K Messages

9 months ago

@kb6854  Hello. My apologies for the issue. If you would please click on my user name and then click "Send PM" to send me a message with your name, address, contact info and account number, so that I can have this looked into and have a specialist contact you to resolve the issue.Thank you

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

 • 

8 Messages

9 months ago

AT&T responded within 15 mins of my post. Seems like the system automatically generated the charge of $109.00. AT&T apologized and reversed the charge right away!!!

Thats what I called excellent customer service!!