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Ildiko's profile



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Monday, December 9th, 2019 8:20 PM

Inappropriate billing practices

I canceled my AT&T accounts a year ago and transferred all of my family’s devices to another carrier. However, AT&T continued to charge me monthly with respect one device ($112/mo). I never used this device with AT&T over that period and I never received any bill. I eventually saw the recurring charge on my credit card statement. I called customer service to request a refund and prevent the charge going forward. I was transferred to various employees over the course of an hour and was told I would receive a partial refund. I said that was a good start and I accepted it but I also said that I was owed a full refund. At this point, the employee rudely yelled at me, changed his mind about the partial refund and hung up on me. I was unhappy but never rude or disrespectful. I called back immediately and had a more professional representative who promised to submit the case for review and indicated I would receive an email with AT&T’s decision. I found this was unfair but had no choice. I never did receive any email. I have never been reimbursed any of my nearly $1000 and, I just received a BILL from AT&T, where I have no service at all, for $118 which you sent to a collection service with a highly dubious business reputation. This is totally unprofessional conduct, and much worse. I was a customer for many years and paid every bill on time. I was respectful and asked that the error be addressed. Everyone acknowledged it was an error. Please rectify this immediately. 

Accepted Solution

ACE - Sage


116.1K Messages

4 years ago

You may have moved devices, but you didn’t cancel all service if you’re still being billed.  So the device in question is a tablet or watch?   When you left AT&T ported out all of your phone numbers.  when you poured out your phone number that cancel service for that particular line.   However most carriers do not port phone numbers that are related to tablets, smart watches, or dedicated mobile hotspots. It is your job to call the carrier and specifically ask them to cancel the phone number associated with these data only devices. It seems you did not do so.   

Former Employee


32.9K Messages

4 years ago

3 months is all they will give you. thats their policy and you have 100 days to request it in writing or you forfeit any refunds

ACE - Expert


64.7K Messages

4 years ago

This forum is not customer support. Your issue won’t get fixed by anyone here, we’re all other customers. File an FCC complaint. That will get a response from corporate. If they can’t or won’t fix, no one will.

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