Get the myAT&T app
megirlintx's profile

4 Messages

Friday, February 2nd, 2024 7:07 PM

ATT would rather lose long term customer than do whats right

My mother now is 78 years old.  I have moved back in with her due to her getting knee surgery and have been helping her with her bills. In Novemeber of 2023 I was blown away when I paid her ATT bill of 356 dollars for her tv and internet.  After looking closely at the bill I see that she was being billed for 8 receivers all the way back to September of 2022.  I called customer service and worked with them for 2 hours and was promised a credit of 40 (4 receivers @ 10.00) x 16 the number of months she was overcharged plus tax.  I estimate the credit to be 692.80.  Did we get the credit we deserve no they gave us a 100.00 last month but were told to wait till this month to receive the remainder but this month we got nothing.  When I called customer support I was told harshly why did your mother not catch the error sooner and that it is her fault that ATT billing screwed screwed up and there is nothing that can be done now and she would do me the favor of giving me 20.00 off per month for 12 months and to consider the issue closed.  SHAME SHAME on you ATT taking advantage of an older American.   I don't care that your system will not let you go that far back you made the mistake and your idea of fixing an almost 700 mistake is to give 100 plus 20 a month, shame on you.  Needless to say we car canceling our service a service that she has had for 10+ years.

ACE - Expert

 • 

27.7K Messages

2 months ago

First off….ATT has no idea how old your mom (or any other customer) is so the whole “taking advantage of an older American” doesn’t really hold water.  The biggest issue is being charged for 8 receivers when only 2 are allowed with UVERSE TV (1 DVR/2STBs).

You can file a complaint with the BBB.  Those are forwarded to the executive offices & someone should contact you.  

Tutor

 • 

406 Messages

2 months ago

> The biggest issue is being charged for 8 receivers when only 2 are allowed with UVERSE TV (1 DVR/2STBs).

Not true. The limit is eight receivers as you pointed out in a thread six years ago where you referenced https://www.att.com/support/article/u-verse-tv/KM1042519/

Community Support

 • 

231.2K Messages

2 months ago

Hi@megirlintx,

We understand your concern. Let's get the help you need.

After reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our⁠ Contact Us page to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.”

Thank you,

Sarah M, AT&T Community Forums Specialist

 

1 Message

2 months ago

AT&T wallet is to fat for your grandma to leave that much money with them...even if you cancel your AT&T services you should be able to get your grandmas money back. I cannot believe that an At&T rep or any other yahoo would try and say this is your grandmas fault. Whoever said that must have never tried to read and understand an ATT bill! I would definitely  call back to customer service/billing and if another rep tries to give you the run around ask for their supervisor and continue up the chain til your grandma gets her money back, dammit ATT.

(edited)

Former Employee

 • 

22.2K Messages

2 months ago

Did she have 8 receivers at one point in time?

Either as actually had that many, I have seen those that did including someone who had extra receivers still in boxes in case one went bad they could try to swap themselves 

OR was equipment replaced but never returned? If failed to return equipment each would have been $150 charge, 4*150 is $600 non returned equipment fee.

The TOS does limit the amount of time for incorrect milling, I believe 3 months thus 3*4*10 is $120 credit so an offer of $100 credit plus $20 a month for 12 months another $240/yields $340 total credit. 

https://www.att.com/legal/terms.uverseTVTermsOfService.html

4 Messages

2 months ago

I am sorry your right I did not make it clear how they were taking advantage of an older American.  While we were strung along for 3 months waiting for this credit (we were told for 3 months during 4 different phone calls that a credit is coming) I was told yesterday that it was the faut of my mother for not noticing the over charge. My mother gets a bill and she pays it she does not look through 6 pages of a bill and read stuff she does not understand.  She trusts that the company that sent the bill knows what they are doing and seriously if can not relate to that and understand then that’s sad. 

No she never had 8 receivers they did tell me how the billing issue happened.  My mom has a vacation home and her regular home.  When she vacations (usually 4 months at a time) she puts her home service in vacation mode (its a mode where she only has to pay for rental of devices or a bill much lower that usual).  The day she came back home from vacation in 2022 she asked ATT to re-enable her service.  That next day the rep told me that billing started on 8 receivers.  Something occurred when they re-enabled billing for the receivers that added the 4 existing receivers again to billing thus giving  a total of 8. 

You could be right on the 3 month limitation but why were we not told on the first phone call that there was a 3 month limitation?  The first phone call to get this issue researched, diagnosed and corrected was over 2 hours long and a credit was going to be reassigned to another department due to the amount.  The next month and last month were promised the credit was processing and was split up due to the number of credits.  You could be right that would explain why we got the 100 first then the other department was going to do the rest. 


I will call again right now and see if there is something different being said now.

ACE - Expert

 • 

32K Messages

2 months ago

Receivers being incorrectly activated is an issue. But this is not taking advantage of an older American. Age has absolutely nothing to do with this. She is not treated differently because of age.

Terms of Service have a limit on a billing dispute which doesn't start counting in years. Regardless of age, it is the responsibility of the consumer to read their bills. When making any changes it is highly suggested to review the next 2 bills, the first to verify changes went through as expected and the 2nd for bill going forward (as 1st may have proration for mid-month changes).

You can try a BBB complaint as goes to upper management, which usually results in contact back from their Office of the President within a few business days. Not a guarantee they will cover everything, but perhaps they might go beyond the standard dispute timeframe. So could be worth a shot.

ACE - Professor

 • 

5.8K Messages

2 months ago

It doesn’t matter how old or a young a person is. Every consumer should check any bill they receive for accuracy. 

ACE - Expert

 • 

27.7K Messages

2 months ago

My mother gets a bill and she pays it she does not look through 6 pages of a bill and read stuff she does not understand.  She trusts that the company that sent the bill knows what they are doing and seriously if can not relate to that and understand then that’s sad. 

I’m a senior, just a few years younger than your mom.  I resent people ASSUMING that anyone over 65 is just too old or dumb or unable to understand how the world of today works.

Hopefully this will be a learning experience not only for you but more importantly for your mom and if you are unsure if your mom can handle her daily affairs, perhaps it is time to take a more active role.

Expert

 • 

19.3K Messages

2 months ago

I'm close to your mom's age, won't say how close, but very and I agree with @skeeterintexas. Still read the fine print and still review all bills. 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.