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AcctProbs's profile

Contributor

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2 Messages

Tue, Dec 18, 2018 12:30 AM

ATT Management Case Unfair Decision with No Appeals

Have been trying to Cancel ATT Family Plan Account for 4-months. My wife and I removed our phones first in FEB 2015, due to being stationed in South Korea and would not be able to use ATT. My son and daughter remained on the account until 2018. My daughter transferred out of the family plan into another ATT Plan on March 2018, leaving only my son on Family Plan. My son joined the Air Force and could not stay on ATT, and removed his account in SEP 2018. I called ATT began trying to cancel the account. I paid off any devices that still had a balance and paid for any used services up to SEP 2018. However, ATT kept billing me for two more month OCT 2018 and NOV 2018!? When I noticed I kept getting bill reminders in October 2018, I tried again to cancel the account told the Customer Service Agent there is no data usage and no voice calls for OCT 2018, and they said yes they understand. All the Customer Service Agent could do was elevate the request to Cancel and Remove the Charges, and said it's a good Case that ATT Management will Cancel the balance, and it would take two weeks. Called again in two weeks still no answer and was told to wait another two weeks. The case then moved into November 2018, with no results and told to wait again. The balance was now up to $261.00 for OCT 2018 and NOV 2018, with no Data Usage and No Voice calls for those months. Clearly becoming a futile losing battle. A final call on 11 DEC 2018, to Collections stated that my account is finally Cancelled but the Balance is still there, with Negative Credit Reports being generated for Non-Payment. Additionally, I was told that Management made rejected the Claim, and did not have a comments as to why they Rejected it. In order to stop receiving Negative Credit Reports, I was told the only way to get the reports deleted was to pay the balance, which I was forced into doing. I was a loyal Customer for over 24-years, and this how they treat you when you need to cancel? Just be warned if you fall in to my situation. The ATT Grinch ruined our Christmas Spirit this Year!

ATTHelp

Community Support

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191.9K Messages

4年前

Hello, @AcctProbs,

 

This is not the type of experience we want our customers to have with us. For assistance in straightening this out, please call Collections at 800.947.5096. They're available from 8am to 7pm Monday to Friday and from 8am to 5pm on Saturday.

 

Have a great week.

 

James, AT&T Community Specialist

Contributor

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2 Messages

4年前

I called AT&T Collections and they said they cannot do anything for me and transferred me to Loyalty. Loyalty stated the account was never noted to be Cancelled, until the November 2018, call to Collections and that was why the account was not cancelled in at the end of September 2018. This does not make sense. Management can easily see there is no Data Usage and No Voice Calls in October 2018 and November 2018. Is there any clear reason why AT&T, would not approve my Claim to refund me for October and November 2018? Was the above reply just to rub salt in my wounds???

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