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hoahenry714's profile

Contributor

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1 Message

Sat, Dec 30, 2017 6:59 PM

Has anyone had success with filing a FCC complaint against ATT Uverse???

This is my first time trying to file a complaint for anything.  I have been an AT&T customer over 20 years and Uverse 5 years.  I am livid due to how I have been treated by AT&T.  A supervisor and rep hung up on me the past 2 days when I was sharing my bad experience. I work in the insurance industry and if there was a complaint to the department of insurance every single employee at my company is held accountable and we try to make sure to correct any wrong doings.  Is it the same with the FCC? Will an FCC complaint help with AT&T trying to correct what went wrong or am I wasting time?

 

Any help or guidance is appreciated.  Thank you in advance.

 

-HN

Accepted Solution

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dinglesby

Scholar

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205 Messages

3 y ago

I had a problem with AT&T setting up my voice mail on my cell phone.  I spent over 2 hours with a rep trying to get my voice mail to work and the never could get it to take calls.  If I did not answer the phone the caller would get the message this voice mail in not set up and then hang up.  I told them what they could do with their service and cancelled.  I had 4 months left on my contract and they billed me the cancellation fee.  I sent all my documentation to the FCC and within a week the early termination was credited back to my account.  I am now a happy Verizon customer.  So the answer is yes the FCC will help you as long as you have documentation to support your position.  So save all papers and conversations you have with AT&T and forward to the FCC and yes they will help you.

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_xyzzy_

Expert

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15K Messages

2 y ago

@NDoggie 

It is your responsibility, no one else, to keep track of when their promo is going to end and take action accordingly.

 

As for not paying what is billed.  Fine, you can do that.  The billing computer couldn't care less, and it will take it's action accordingly. 

 

Deceptive?  You might want to read the AT&T U-verse® TV and AT&T Phone Terms of Service, section 4 Fees and Charges which you agreed to when signing up for the service.

 

The FCC has no power over this kind of stuff.

Paranotary

Guru

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467 Messages

4 y ago

I certainly can understand your frustrations.  I had a similar experience with a different cable provider.  While I would never say filing a complaint with the FCC or FTC is a waste of time, they don’t correct individual grievances.  Once they accumulate a number of similar complaints, they may investigate and fine the company or file a class action....all depends.

 

I had filed a complaint with the FTC against another provider, eventually the company was fined and a class action suit filed, but it did nothing to resolve my individual grievances.  I continued to try to resolve my issue, but kept a written, detailed log of all communication....what numbers called, who initiated the call, all parties I spoke with, date/time, and discussion and resolution, if any.  I wrote detailed letters to head offices, including the President or CEO of the company and eventually spoke with an attorney.

 

It’s a lengthy process, but it shows not everyone will stand to be treated poorly.

ATTHelp

Community Support

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180.3K Messages

4 y ago

Good afternoon @hoahenry714,


It is my understanding you wish to file I a complaint.  This is definitely something I can do for you.


Please send a private message to @ATTCares.  In this communication be sure to include the following information;


Full name:


Account #:


Call back #:


Time zone and the best time to reach you:


Once I have all this information, I will be able to reach out to you.  I can file your complaint and escalate it accordingly. 


Thank you for accessing the Community Forums, and have a terrific weekend!


Anthony, AT&T Community Specialist


Contributor

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2 Messages

4 y ago

I am waiting to Monday morning to file a complaint. I will let you know.

Contributor

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1 Message

3 y ago

I I have been dealing with AT&T since January 2018 relating to the theft of my returned iPhone by an AT&T agent, and the charges for another iPhone that I returned have not been resolved. To date, AT&T has stolen over $540 and continues to charge me every month. The problems have not been resolved.

The insanity of this started with my decision in January 2018 to  upgrade my phone and was mislead by the AT&T salesperson on the phone. After getting the authorization codes to return one of the iPhones never opened, I took it to a local AT&T company store. I returned the new iPhone still in the box (not opened). Even though I returned it, I have continued to be charged for the monthly payment, now for 10 months. In addition to this debacle, I returned my iPhone 7plus exchanged for upgrade to iPhone X with the authorization. Shortly after, I received a letter with my authorization code listed on it stating that I never returned my iPhone 7 Plus, and included a beat up old Galaxy phone with the letter stating I returned the wrong phone. I have never owned a galaxy phone. I called so many times, being switched from one agent to the next- all in disbelief and questioning my veracity; many times I was on the phone for 3 hours at a spam, all to no resolution. A lot of talk and no relief. I had to do the work myself as to my missing iPhone. I checked the tracking of it online with USPS, and had proof that an agent with  AT&T picked up my iPhone. Then there was no more tracking. The third party agent hired by AT&T, Newgistics never delivered my iPhone to AT&T. My best guess it that someone at Newgistics stole my iPhone and swapped it with the beat up Galaxy phone. I have the names, agent numbers, proof, etc but that didn’t matter to AT&T- they charged me $363.30 for allegedly not returning the iPhone which I did return. I continue to be charged installment payments financed for an iPhone 8, that I returned within the time period (still wrapped in box) in the total amount of $1073. 31. To date, AT&T have stole over $540 from me. I was forced to stop auto-pay.  I have tried to get an actual physical address to send a demand letter by CMRRR to stop the fraud, and credit my account- but I have been denied am address and transferred to the “Loyalty Dept.” to be run around again.   I need the specific physical address to send my demand letter, and I need to be refunded immediately the money that AT&T stole from me. 

Paranotary

Guru

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467 Messages

3 y ago

I can certainly understand how frustrating the situation described can be.  I had a similar experience with a different company, a company that I will NEVER use again.  I don’t know what “CMRRR” means, but if you’re looking for a problem resolution address, there is an address on your bills for written correspondence.  Also, sending a private message to ATT Cares has been effective for quite a few people.  

 

I don’t trust mail, or the people in mailrooms.  I have worked in the criminal law field for too long, and seen too much.  I always bring the device back to the store, if I return something.  The Galaxy phone should have something in it to show who it belonged to.  The weight should also be different.  I wouldn’t jump to the conclusion of theft, as much as switched in error.  I do try to give the benefit, at first.

 

I wish you the best.

dinglesby

Scholar

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205 Messages

3 y ago

I had problems with my AT&T voice mail.  After spending 3 hours with a tech they could not get my voice mail to work.  They were rude and unhelpful.  I finally  told them to cancel my service and they told me I was in a contract and would have to pay for the early termination fee.  I contacted the FCC and sent the complaint and all my documentation and within 3 days I was let out of my contract.  The FCC concluded they were not providing me the service I contracted for.  You can not deal with AT&T because the customer service people will block any attempt you make to report the problem to the higher management and will lie.  The FCC by passed the lower level employees and went to the upper management.  So yes the FCC will assist you but you have to have all your documentation to upload to them.

Contributor

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1 Message

3 y ago

Have you been able to resolve this? I am having a very similar problem and believe the phone I sent back was stolen. I've filed a complaint with the BBB and FCC so I'll see if that gets me anywhere. I read on a reddit forum that someone with the same issue received correspondence and eventually credits from AT&T after filing their complaints, as these are seen by the higher-ups as opposed to the low-level customer service agents.

Contributor

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1 Message

3 y ago

I filed a complaint. They gave me $100 credit and then denied all wrong doing in their response to the FCC. So you might get a bribe, but not peace of mind a difference has been made.

Contributor

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2 Messages

3 y ago

I'm going to file an FCC complaint.  I tried for months and months to get ATT to repair my service and after 5 or 6 techs and 2 months of terrible 'service', they couldn't make our service work.  They blamed it on the neighborhood and every single tech had a different excuse.  Every time I called to try and cancel they begged me to give another tech a chance.  After the last failure, disconnected all the equipment, cancelled service and returned all equipment.  They refused to cancel my service that day even though there was no service.  They still insisted on charging me through the end of the cycle.  To add insult to injury when I reported them to the BBB they added yet another billing cycle and a bogus $100 tech charge.  Then they added late charges when I wouldn't pay the bogus bill until it was corrected.  They finally removed the $100 charge but still insist on the charges for remaining time of the billing cycle when I didn't have their service AND the late charges.  If you look it up, this is their modus operandi.  I will fill complaints.  

Mentor

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33 Messages

3 y ago

@dinglesby 

 

Good for YOU!  You did exactly the right thing and put them in their place.  They think they can bully the customer around and hold them to cancellation fees.  That's why I fought to get the still bloated promotional contract rates with a "no cancellation fee on this account" notation so they can NOT pull this on me.  

 

 

achess1

Teacher

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11 Messages

3 y ago

I just filed an FCC complaint also. Best thing to do because when you call them they don't help, and they deny deny deny.

Tutor

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3 Messages

2 y ago

My bill just went up $70 on ATT without any warning.  My 24 mo promotion had apparently ended.  But I told the guy who installed it that I specifically wanted to be alerted when the promotion was coming to an end and he said "yeah we always do by either email or mail".  Well, I didn't get a call, text, email or letter.  So when I went to pay my bill, it had jumped $70.  Tried to do the "chat" last night and that didn't go anywhere except that I got in on record that I wasn't set up to receive the alert and the tech person set it up for me now.  I'm calling them in the morning expecting no help whatsoever.  But I'm going to pay the amount I normally pay and end my service if they don't do anything to resolve it.  As for the outstanding $70 + partial month this month...they're not going to be seeing one cent of that money because it was totally low of them to spring that bill on me.

 

If I get pushback as I expect to get, I will also be filing an FCC complaint under the guise of "deceptive business practices".  

Tutor

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3 Messages

2 y ago

Yep, just the type of arrogant, shortsighted response I would expect.  Good prep for tomorrow's phone call most likely I suppose.  I have no issues filing if need be.  Shady business practices can be stopped if enough people speak up, despite what you may believe.  Good day to you.

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