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New Member

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2 Messages

Sun, Jan 3, 2021 6:10 PM

Cancelled plan and am still billed with late fees.

I cancelled our phone plan we were not using. I was on hold for an hour and a half passed to three different representatives. I paid my bill in full, they were going to credit my account for a partial month and I cancelled the account. I asked the representative three times if it was taken care and that I would not have to call back again. That it was all taken care. I have gotten two bills since I cancelled on December 1st and one with a late fee. My credit score has taken a hit and I am very upset. Now I have to call back, waste another two hours getting this resolved and I can’t even trust it will be taken care of properly and that I won’t have to go through this again. Not good service!

Accepted Solution

Official Solution

ACE - Expert

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23.5K Messages

2 years ago

They do not pro-rate your final bill.  If you cancel even one day into a billing cycle, you have to pay for the full month.

For example, your billing cycle ran Nov. 14 thru Dec. 13.  You cancel on Dec. 1.  You still pay the full month.  No pro-rating.

(edited)

ACE - Sage

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101.8K Messages

2 years ago

This 👆. It's in the terms of service you agreed to. Section 5.1, there is no proration for any Cellular, TV, or Internet carrier, not just AT&T.

(edited)

New Member

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2 Messages

2 years ago

I understand agreement except I had paid in full, the representative had credited the money back to my account for a months charge and I am getting a bill for this month that I cancelled. It’s not a prorated charge, it’s a charge for an entire month after I cancelled. If there was an issue the representative should have taken care of it. I clarified three times that everything was canceled and I would not be recharged for anything. Very poor customer service.

Former Employee

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1.8K Messages

2 years ago

I have gotten two bills since I cancelled on December 1st and one with a late fee. My credit score has taken a hit and I am very upset. 

If you cancelled on December 1st, this would not affect your credit score. It will not hit your credit unless it is written off and sent to a collection agency.

ACE - Sage

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101.8K Messages

2 years ago

Since December 1, are you getting one bill with added late fees? Or 2 bills with late fees?   

1 bill makes me think you were into a new bill cycle.   2 bills would indicate they didn't cancel service. 

I don't see how you would have 2 full bills since December 1, unless you were already into a new bill cycle at the time.  I believe you paid off November. 

You will have to call and speak to loyalty 

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