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anmlvr50's profile

4 Messages

Thursday, November 9th, 2023 9:43 PM

Uverse TV - canceled account and credit refund

I canceled my Uverse TV and Internet service in September early in my billing cycle. Paid the full cycle bill the next month as I was told I would receive a refund for the days the service wasn’t used. I now have a large credit balance in my closed account but haven’t been contacted on how to receive a refund. I’ve called 2 separate customer service numbers only to be told they can’t take my call at this time and hang up. How can I get a hold of a person to get my refund? The automated system is of no help. 

Accepted Solution

Community Support

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229.8K Messages

4 months ago

Hi @anmlvr50, we understand where you're coming from, and we're happy to guide you with your credit concerns.

 

Regarding ways, we issue refunds, we issue them in one of three ways:

  • Electronic bank draft or check: We require a 14-day hold before we refund bank drafts or checks. If you want the refund before then, send us a bank statement showing the transaction has cleared (an online statement is OK). Or ask your bank to send us a letter on their letterhead showing that the payment has cleared and isn’t in dispute. The letter must include amount, date cleared, bank employee name, and contact number.
  • Online bill through your bank: These payments come from your bank after you request payment from your bank's website. Some payments require a 14-day hold before we can refund them.
    If you want an electronic refund (recommended), we must confirm your bank account and routing number. Make sure to send us a:
    • Bank statement showing the payment and bank account number.
    • Voided check from the same bank account
  • Credit or debit card: We’ll apply your refund to the card you used to make your payment.

The way you will be refunded will depend on the way you paid your bill previously.

 

Let us know that information so we can assist further!

 

Thank you for contacting AT&T Community Forum.

Harry, AT&T Community Forum Specialist.

Accepted Solution

Community Support

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229.8K Messages

4 months ago

Thank you for writing us back, we're glad to show you right path for your concerns, @anmlvr50!

 

Once your account is canceled, it takes us 45 days to process your refund. That gives us time to make any final adjustments to your account. If you don’t get your refund within 60 days.

 

Please let us know when you have cancelled the service

 

Thank you for contacting AT&T Community Forum.

Harry, AT&T Community Forum Specialist.

4 Messages

4 months ago

Thank you for responding. How do I get in touch with someone to start the refund? The numbers I’ve called hang up on me saying they can’t take my call now. 

4 Messages

3 months ago

Just an update for anyone in the same situation. I got my money refunded via a prepaid card mailed to me. It wasn’t refunded to my bank the way I’d paid my bill. Thankfully I’d updated my mailing address since I’d moved otherwise it would’ve been sent to my old address since no one contacted me about where to mail it. My service was canceled on 9/28 and I got the refund on 11/27 so it took 2 months. 

ACE - Expert

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31.8K Messages

3 months ago

You are very fortunate because like other AT&T services, U-Verse is not supposed to prorate those unused days since 2019.

Please read this if you receive DIRECTV, AT&T U-verse® TV, AT&T Internet, AT&T Phone, and/or AT&T Fixed Wireless service(s). We want to remind you that you’re billed in advance for recurring service(s) and/or programming charges and applicable fees based on the terms of your current service agreement(s) with us. Starting January 14, 2019, subject to applicable laws, we’re updating your agreement(s) to include your recurring service(s)/programming charges and fees won’t be prorated if you cancel the above service(s) on any day other than the last day of your billing cycle. Your service(s) will continue until the end of your billing cycle but you won’t get a refund (prorated credits) for any remaining days left in your billing cycle. For products not listed above, refer to their terms of service for more information.

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4 Messages

3 months ago

Yeah I heard from one customer service rep that it wouldn’t be refunded but another rep told me it would be refunded. Thankfully the 2nd rep was correct. 

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