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Contributor

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1 Message

Tue, Jun 23, 2015 10:41 PM

Getting refund

I'm writing this mostly in hopes that it'll be seen by an AT&T employee.

 

I have TV and Internet service through my Homeowner's Association (HOA). The basic service doesn't require me to pay anything to AT&T, but I can arrange upgraded services with AT&T directly and pay for them directly to AT&T too. For a few months I had an extra service. Later on, I decided to cancel this upgrade which resulted in a $2.00 credit.

 

Today I called Customer Service to get it refunded. The rep told me that it was AT&T's policy to issue actual refunds to closed accounts only. I explained that because my account will remain active for foreseeable future and I don't expect to have any charges put on the account, this means that my money will sit in the account indefinitely, which makes no sense. The rep said she'd talk to her supervisor and put me on hold. Shortly after, she said that both her supervisor and her supervisor's supervisor had confirmed the AT&T's policy. Again, I felt compelled to explain my particular situation (which I think is common). I further hypothesized 1) what if instead of $2 (not a big deal), they were holding on to $50; 2) holding on to someone's money without his/her consent is plainly illegal ('conversion' in legalese). At this point the rep decided to insult my intelligence by repeating the inane AT&T policy.

 

At this point I realized that I'm talking to a droid who simply follows a script and hung up. While looking arouund to pursue a different avenue, I found the following link which plainly explains what a dumb liar the rep was. "

Account balance refund
 
 

 

If you have a credit balance on your AT&T account due to an overpayment, you can opt to apply the credit to your next bill or have your overage refunded to you.

Important Note

For information about other kinds of refunds, refer to Security deposit refund or Return your wireless device or equipment for a refund. For billing questions or to dispute a charge, refer to Question a charge.

Canceled Accounts

We automatically process refunds 45 days after your account has been canceled. If you haven't received a refund after 60 days,chat with us online or call 800.331.0500 (611 from your AT&T wireless phone).

Active accounts

To request a refund of a credit balance on an active account, chat with us online or call 800.331.0500 (611 from your AT&T wireless phone)."

 http://www.att.com/esupport/article.jsp?sid=KB407120&cv=820&br=BR&ct=9004119&pv=2

Responses

ATTU-verseCare

Community Support

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6.7K Messages

5 years ago

Hi @obender,

I apologize about the difficulties you are having getting your refund back. We would be glad to help. If you could please send us a detailed message by clicking here. Be sure to include your name, account number, phone number, and the best time to reach you.

Keep an eye on the envelope.png at the top right corner of your screen for a response.

In the meantime, let me know if you have any other questions or concerns!

 

-David T

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*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.

Contributor

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1 Message

4 years ago

HA HA,

I ARRANGED TO RECEIVE MY OVERPAYMENT, LESS MY PRO-RATED MONTHLY BILL, SENT TO MY NEW ADDRESS OVER 4 YEARS AGO. I CALLED AFTER MY $6.37 WAS DEDUCTED AND THE BILL WAS SENT TO MY NEW ADDRESS ONLY TO BE TOLD THERE WERE NO RECORDS OF MY ACCOUNT!

ALL RECORDS DESTROYED AFTER 1 MONTH AFTER ENDING SERVICE: I HAVE DIGITAL RECORDS ON MY COMPUTER FROM THE 1960'S, APPARENTLY AT&T IS NOT INTERESTED IN REFUNDING ANY OVERPAYMENTS, AND IF ANYONE WOULD CARE TO SEARCH STATE PROPERTY RECORDS THERE ARE NO LISTINGS OF ANY KIND EMINATING FROM AT&T.

Tutor

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4 Messages

4 years ago

AT&T U-Verse also held on to my money, illegally in my opinion.  I cancelled my service in mid-July 2016 and was told a refund check would be sent to me within 6 weeks for my overpayment.  Surprise, surprise, the check never came.  I finally called on October 22nd, 2016.  The customer service rep told me it was standard practice for AT&T to hold my $41.61 until I called and asked for a refund check to be sent.  I asked that he repeat that, because that sounds criminal.  He said he would put a request through to have my check issued and that someone would contact me in 3 days.  Contact me?  I want my money man.  

 

I filed a complaint with the FCC and would encourage everyone else to do the same as soon as they have an issue with AT&T holding their money or for deceptive billing practices.  It's super easy to do and one of the ways we have to fight back against this giant company with policies that serve themselves and not the consumer.  

 

https://consumercomplaints.fcc.gov/hc/en-us

 

 

If AT&T spend half as much money on customer service as they did protecting their monoply, I wouldn't have had to cancel my service in the first place.  

 

Jason

Contributor

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3 Messages

a year ago

Overpaid my account online by quite a bit.  Once I figured this out, I called ATT.  This was on the 3rd of the month.  Said I would get my refund of 3275.05 with in 14 days.  I did not receive and they said that the check was cashed and that I now needed to call a 3rd party company called wired card services and that I would receive a master card for the refund amount.  I don't want a card, I wanted the a check or put the money back into my account..  They don't do that anymore as "company policy" and you will receive this card now.  I have called this wired card service 3 times and they just tell me to keep waiting and it will show up.  How's that for customer service from ATT?  I have now waited over 30 days since my initial call to ATT and dealing with a 3rd party company.  Will do as the above guy mentioned and contact the FCC and [Per Guidelines:  Keep it Relevant and Appropriate]. soon to ensure they refund the money.  ATT must not want me as a customer who pays over 400 dollars per month on cell phone bill.  

 

Don't bother calling in to ATT after your initial call in and a case is submitted because no one in that company can help you.  "It's out of our hands now" is the standard answer including the finance department.

 

FRUSTRATED with ATT

ACE - Expert

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16.2K Messages

a year ago

If the check was issued, AT&T did their part.  If the check was cashed by a third party (bank or check cashing center), then the blame lies on the party that CASHED the check.

 

Let's do the math:  AT&T sent a check, the check was apparently stolen and cashed.  AT&T is out the $3275 unless they can collect from the whoever cashed the check.  NOW, AT&T is going to generously agree to send you ANOTHER $3275 in the form of a gift card.  

 

AT&T is out $6550 for a mistake that you admit that YOU made and you're not satisfied?  Square that up for all of us.

Don't mess with old people.  The older we get, the less "Life in Prison" is a deterrent.

Award for Community Excellence 2020 Achiever*
*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.

Contributor

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3 Messages

a year ago

Let me square this up for you sent you obviously do not have all the facts.  Yes I overpaid.  Yes they said I would get a refund.  The third party who cashed the check was the 3rd party company that ATT sends all refunds through.  ATT sent them the check to give me a refund.  ATT admitted to me they "use" to give refunds in checks or even sent it back to your bank account.  They no longer do that and all refunds goes to the wired card service now.  They are the ones who cashed the ATT check as an ATT partner.  So no.... as you mistakenly said, ATT is not out any extra money.  The wire card service company is telling me their "Master Card" which is now my refund is on it's way.  That has been since the 19th when it was mailed and I am suppose to wait until it gets here which is now the first.  Not sure how patient one is suppose to be without getting a little frustrated with the answers I am receiving.  So at this point in time... I am the only one out the money.  Please insure you have all the facts prior to jumping on the bandwagon.  

 

 

ACE - Expert

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16.2K Messages

a year ago

Thank you for clearing up the situation.  Your previous post didn't offer some really important details.

Don't mess with old people.  The older we get, the less "Life in Prison" is a deterrent.

Award for Community Excellence 2020 Achiever*
*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.

Contributor

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1 Message

a year ago

I have had the same AT&T account since 2001. In August I tried to release a number for my EX husband and they put the account in his name. They refused to let me make changes on my own account and had technical issues so they ended up closing my long standing account and opened a new one for me. 

 

Now I have an over payment and refund due on the old account for $155.01, which they say they mailed to card to my house for, but I never received it. They are telling me they cannot talk to me about MY MONEY because he has to call and authorize ME!!! Meanwhile, they can see he opened another account at that same time separate from mine, but they refuse to cancel the debit card and re-issue without HIS APPROVAL!!!

 

EVEN THOUGH they are telling me my name was primary until the date the account was closed!!!!! Then changed to his!!! This is an AT&T mistake and they are STEALING $155.01 from me!!! I am reporting to the FCC and plan on changing phone, internet, and cable to ANYONE ELSE!!! I get the same discount through Sprint!!!!

 

And they acknowledge all the errors and keep telling me there is nothing they can do unless HE calls them. WE ARE IN THE MIDDLE OF AN UGLY DIVORCE!!!! HE WILL NOT DO THAT FOR ME! IT IS MY ACCOUNT TO BEGIN WITH!!! My social security number is tied to the account!!!!!

 

 

Contributor

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1 Message

a year ago

I mistakenly grossly overpaid a $80.00 bill.  I paid 800.00.  I have been attempting to get a refund of this credit balance and no one is able to help me.  I checked Texas laws and when there is  credit balance of this significanct amount a refund heck needs to be issued within 60 days.

 

Please help me get a refund check for this large credit.  Need to know process as no one in your customer service has any knowledge of the process for a credit refund.  I have phoned numerous times.

New Member

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1 Message

a year ago

I was with att from 2005 to 2016 and I’m wondering when I can expect my refund from the settlement

ACE - Expert

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16.2K Messages

This is a customer-to-customer message board.

If you were employed by AT&T, those questions should be directed to their HR dept.

Don't mess with old people.  The older we get, the less "Life in Prison" is a deterrent.

Award for Community Excellence 2020 Achiever*
*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.

New Member

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3 Messages

4 months ago

I am on the phone with at t,  they refused to give me my downpayment money for the phone.  It has been one month.  I am going to file a scam charge againt at and t.

New Member

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3 Messages

3 months ago

so i made a payment thinking i could get my number back and they wont give me my money back. i want my $55.18 back since it will go into someone else account please i just dont want my money going into someones else phone thats not mine.

New Member

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2 Messages

3 months ago

On 7/20/20 At&t received my iPhone X for a refund of $225 to be issued to me in a reward card. My phone was checked  on 07/29/20 and was told that I would issue back my money. I received one text on  08/05/20. I have talked to countless representatives about this where I am seriously disturb that a company can be so insensitive to not pay me for my phone that I paid for . I wish I would have sold it on the street, I'm going on 3 months and all I get is were going look into it over and over I just wanna CRY. Can someone PLEASE help me with this issue

New Member

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1 Message

a month ago

AT&T is beyond a joke. All I will say is that if you want to save time, energy, effort, money, and brain cells - DON'T go to AT&T. You will spend every other month trying to get your bill corrected from their error (and DON'T expect a refund to your card), no one is trained correctly so be prepared to spend hours talking to twenty different "customer service" reps who can't give the same story regardless of how many times you make them verify what their "going to do to resolve the issue". I've NEVER posted a negative review to a single company in my life, but their care for their "valued" customers ~ one big laughable joke. But who am I kidding, it's another corporation who could truly care less about those of us who put money in their pockets. What's even worse ~ I created an account just to post this... Hopefully it saves other people from making the same mistake as my family has made in going with AT&T. 

(edited)

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