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knowah's profile

Contributor

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3 Messages

Mon, Jan 30, 2017 12:43 AM

Canceled UVerse TV, keep getting charged.

I'll try not to make this too long.

 

I canceled the TV portion of my UVerse back on September 13th, keeping my internet. They sent me a label to ship the box back, I did so, and lost my access to features related to it (HBO Go, etc). Ever since, I have been charged for the services that I canceled.

 

I have called numerous times and tried online chat multiple times. I have been promised bill credits and e-gift cards for my troubles and have yet to receive anything. I am still being billed about $45 extra a month. I have no access to the service they are charging me for.

 

Is there anything else I can do that doesn't involve me driving to the call center ~45 minutes away and wringing someone's neck until I am charged correctly and given the money that belongs to me? I'm certain that the computers they use can't be THAT hard to operate.

I have been waiting for the bill to settle so that I can use the money to add a line to my AT&T wireless, but now I'm starting to regret paying for the line I currently have.

JefferMC

ACE - Expert

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29.3K Messages

6 y前

You say they sent you a label to return your equipment?  UPS or USPS?  Is there a UPS Store near you?  Is that where you took the equipment?  Did you get a receipt?

 

Contributor

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3 Messages

6 y前

The label was USPS. I was given a receipt but it's long gone at this point. I still have the email and the link it gives to track it (AT&T's tracking, not USPS) states it was received in FT Worth, TX on 10/6/2016.

 

The issue of return isn't a problem, as every rep is showing that my equipment was received by them. I double checked because the last time I canceled an AT&T service (YEARS ago) they claimed they never got the equipment and billed me twice for the full value. I should have learned my lesson then.

 

Anyway, other places that I've asked for advice have suggested I email Randall Stephenson or file a complaint with the FCC. Neither seem like they'll realistically get me anywhere, but worth a shot before I give my credit card company permission to do chargebacks.

 

Attached screenshots of my recent bill including the breakdown of UVerse TV charges (paid on 26 Jan), recent bill history (the $106 is out of contract pricing. They lowered my payment by $15 instead of not charging me the $42.31 when I canceled), and the confirmation that the equipment was received (I only blacked out the order # because it's my account #).

 

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JefferMC

ACE - Expert

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29.3K Messages

6 y前

You know, it's kind of odd that they would have sent you a USPS label, since that's normally not the way U-verse returns are done.  But, if they acknowledge receipt of all your TV equipment, then it should be possible (though not easy) to get credit for at least a portion* of this time.  I'd send a Private Message to @ATTHelpForums with your documentation and/or a link to this thread.

*I say a portion, because there's a clause on almost any bill giving you an amount of time during which to report any error .  Since this errant TV billing was on all these bills you've shown links for, you should have reported the issue (in writing) within the (I believe) 60 days required when you received the first errant bill.

 

Contributor

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3 Messages

6 y前

I appreciate the info and I am pursuing pretty much every avenue suggest that you or others on other sites have suggested.

 

They definitely have documentation of my calls/chat logs. They have even given dates, but I guess requiring to have it in writing helps them get another couple bucks out of me. It's just shady as all heck. I'm at the point now that I'd rather pay someone else more money just to not have anything to do with AT&T. My cell bill is insanely cheap with them, but I'm pretty fed up with this whole situation.

dubess

Teacher

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18 Messages

4 y前

Me too. Have called several times and was always told that I would see a credit on my next bill. The new bill came out and now shows me past due. Called this morning and the rep - who was so rude that it's unbelievable she has a job anywhere (or maybe that's how AT&T trains their CSRs...) - and was told that even if I have service for 1 day, I have to pay for the full month.  Are you kidding?  Asked to speak with a supervisor but rep said they wouldn't say anything different. When I pressed her to get her supervisor on the phone, she put me on hold and then came back and said, supervisor says the same thing. PMd @ATTcares but no response. Does AT&T really expect me to pay for a full month of service when I used it for 5 days? Seriously?

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