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ptaylor's profile

4 Messages

Monday, February 12th, 2024 1:59 PM

Att Error - they are "double dipping"

It has come to my attention that I have been paying for U-verse and Direct tv simultaneously. In February of 2023 we were told that our services would be switched over to Direct tv and U-verse would be cancelled. This was a switch we did not initiate; we had no choice. We accepted the change and have been using Direct tv since February 2023. From February 2023 to February 2024, we have overpaid $3,123.76 for U-verse. When speaking to customer service representative, he shows that the service was to be cancelled in February 2023 but wasn’t processed. The representative told me he could only refund 2 months. I then spoke with his supervisor Kayce, and she said she could only credit up to 6 months and would be reflected later in the day on my account. 6 months of credits should equal $1534.92 but I have only been credited $1036.76, $552.08 short. Kayce also stated that I had to write corporate for the remaining 6 months of overpayment for credit of $1534.92. I’ve been an ATT customer for 40 some years and it is disheartening that I must fight for my monies back that is a result of ATT’s error. To be told it is my fault that I didn’t notice earlier is shocking. Regardless of when I figured it out, what is happening is wrong. Your ERP system should not allow someone to be charged for both services at the same time. This is called “double dipping”. We both know that refunding my account is the morally right thing to do.

Below is my payments for U-verse only each month for the past year.

Account number (Edited to remove personal information)

Jan.- Feb 2024   269.30

Dec.- Jan 2024   269.30

Nov.- Dec 2023   269.30

Oct.- Nov 2023   269.30

Sept.- Oct 2023   255.82

Aug.- Sept 2023   255.82

July - Aug 2023   255.82

June - July 2023   255.82

May - June 2023   255.82

Apr.- May 2023   255.82

Mar.- Apr 2023   255.82

Feb.- Mar 2023   255.82

_____________________

Total   $3123.76 less the $1036.76 that has been credited = $2087.00 credit due to my account.

Accepted Solution

Official Solution

ACE - Expert

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27.7K Messages

2 months ago

From the TERMS OF SERVICE

Bill Inquiries and Refunds.

If you believe you have been billed in error for the Service, please notify us within 60 days of the billing date by contacting Customer Service (800.288.2020). AT&T will not issue refunds or credits after the expiration of this 60-day period, except where required by law or regulation. Any amounts refunded in the form of bill credits, cash payments or any other form shall be inclusive of all applicable taxes, fees and surcharges that were originally paid on such amounts. Credit amounts, such as customer loyalty rewards, that do not represent a refund of, or a discount to, the price paid for any good or service will not result in the refund of any tax, fee, or surcharge previously paid by the customer.

ETA:  Did you send all UverseTV equipment back?

(edited)

4 Messages

2 months ago

Thank you,

Just proves you are not an ATT employee because they told me 180 days. 

When you pay your bill, you do not acknowledge it is correct. If you call and they correct a mistake it will not be reflected on that bill. 

At least this post is out there for others to see. 

ACE - Expert

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27.7K Messages

2 months ago

TOS are legally binding.  🤷‍♀️

Community Support

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231.3K Messages

2 months ago

“Hi @ptaylor,

We're here to help answer your question.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help”.

Thank you,

Maria, AT&T Community specialist

 

ACE - Expert

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27.7K Messages

2 months ago

1.  Legal discussions are not allowed.

2.  This is a PUBLIC message board.  Please edit out your PERSONAL information.  (Mods have been notified)

c.   The time to dispute a bill is BEFORE you pay the bill.  

Please note the information in my Signature box.

*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

ACE - Expert

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32.1K Messages

2 months ago

You can have both U-Verse TV and DirecTV at the same time. Wouldn't be suggested of course. They are separate providers that have NOTHING to do with each other. They simply share a parent owner (AT&T). As such it is not "double dipping" in the truest sense, even though it would be very unusual to have both. Technically you could have U-Verse TV, DirecTV, Comcast, Netflix, Hulu, etc. at the same time if you were willing to pay the cost.

There is no required switch from U-Verse TV to DirecTV. So whoever you spoke with at that time told you quite the whopper. At this time U-Verse TV is a legacy service not accepting new customers, but there is no required cancellation (yet) of existing customers.

Most companies require to be notified in a reasonable time about any billing disputes. Ideally it is before paying the bill, though any adjustments show on the following one as they only mail out one bill a month. Having 60 - 90 days is the average, though in special situations might go up to 6 months/180 days. At a year, pretty much is too long for practically anybody.

Personally I suggest when making any changes or starting a new service to read the next two bills in full. This way you can verify anything that is one-time, any proration for what happened mid-month, and expected bill going forward. Be aware of what you pay every month even if on autopay. In the end it is the consumer's responsibility to know where their money is going.

I see where you are coming from on wanting the entire amount refunded. But the bottom line is they have no obligation to do so. Whatever you don't get back I would just write off on lesson learned on the importance of paying better attention to your own finances.

2 months ago

Yeah well.  Years ago, we had long distance service only with AT&T.  Somehow they had overcharged me and owed me a credit of about $10 which was showing on my statement.  I switched providers and called to cancel my service and was told I would receive the balance in a check.   The next month, I received another bill.  I called and said "Hey! I called and cancelled this on this date last month.". You are correct but I don't know why you received a bill Please disregard. You will receive a check for the credit amount.  The next month, I was again billed. Now I had two months of charges for a service I had cancelled.  I called again. Yes, you did cancel. I don't know why this happened. Please hold. For some reason, the cancellation did not go through. Please hold while I fix that. Ok. You are all set. .  Next month, same song. Next verse.   SIX MONTHS went by with me getting billed for a service I had cancelled. Of course, they kept my credit.  I FINALLY threatened a (Edited per community guidelines), and they FINALLY stopped billing me. I SWORE I would never have AT&T again.  But when time had passed and we were tired of Satellite, which failed in bad weather, we had no choice but to go with AT&T.  But our EMAIL NEVER works without having to reset the PASSWORD - EVERY SINGLE TIME. 

(edited)

ACE - Expert

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32.1K Messages

2 months ago

@Joy2theWorldLove2 

In your situation you called with every bill. You did you due diligence. After so long I personally would have filed a BBB complaint as it obviously was not getting fixed.

The OP however didn't look at their bill for months. Regardless of the outlandish lie the one agent told them, it is their fault as a consumer for ignoring their bills for a very long time. A harsh reality for sure.

So your situations are very different. As yours apparently finally resolved, digging up a thread that seemed to have concluded discussion seems a bit more effort than would be worth it. Were you just wanting to share your situation which is why you came to the forum or is there something else going on?

2 months ago

Can't say I'm surprised but so sorry for your TYPICAL FAILURE OF ATT - MOST ESPECIALLY UVERSE - to provide ANYTHING close to what being charged for.

They've been trying to bully UVERSE customers to go away for a long time now, dropping channel after channel after channel - but never your price.

Please update your progress for the UVERSE hard-liners out here.

ACE - Expert

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32.1K Messages

2 months ago

@swbell_SinceB4_1990 

Legacy services can be costly to maintain. If you want to keep U-Verse TV until the day they finally go with a hard shutdown, that is up to you. If it is still the right service you then absolutely keep it as long as you can.

Agents may be required to promote the other TV services under the AT&T umbrella because of the legacy status, but they should not be trying to "bully" you. If any agent crosses the line, make a complaint.

Though according to the OP they were given very false info to switch, it appears they were unaware of paying for the service they thought was canceled for about a year. As a consumer it is your own responsibility to read your bills and know where your money is going. Never let autopay allow you to avoid being aware of your own finances. Typically businesses have a 60 or 90 day billing dispute policy, even AT&T has in some situations up to 6 months. At a year then you have essentially forfeited your right to dispute.

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