Erroneous Charges on Wireless Bill
I've been a loyal customer for somewhere in the neighborhood of 20 years. (AT&T labeled me a "gold" member...whatever that means) Today I discovered that the iWatch I ordered in April of 2019 somehow has two lines associated with it on my account. AT&T acknowledged the issue, agreed that the additional line had never been used, and then offered to credit me 2 months of the 11 months of the money I paid for these fraudulent charges. In fact, it shows up on line as a Samsung Galaxy phone but shows up on my bill as the iWatch with the exact same specifications of the iWatch I ordered.
Wow! If this is the treatment your most loyal customers get, I'd hate to see how new customers are treated. The customer service reps basically told me that "there are terms and conditions I agree to when I establish my accounts". Problem is, I never established this account. Pennies in the pocket of a multi-billion dollar business that had an opportunity to set things right with a life-long, loyal customer of 20 plus years. The rep even went so far as to try to say that I must've set up the account. Really? Just a second line for the same watch? Just because? And now I'm trying to rob AT&T of the equivalent of around $200.
Here's the deal, and I'm sure it's in your records. A few years back I ordered an iPhone and somehow AT&T sent me two. I received one, and then the following day I received a duplicate. Although federal law dictates that I could've kept the phone because the company sent it to me unsolicited, and even had quite a few friends who called me foolish for even considering returning it since by law it was mine to keep...I decided, because of my own personal values, to return it. So I contacted customer service, explained what happened, and then was basically warned by the rep to not open or tamper with the phone or I would be charged the full price. Not even a "thanks so much for returning the $900 phone we accidentally sent to you." That should've been a warning to me on what I could expect in the way of customer service issues in the future with this company.
You see, you've been a GREAT company as long as I've paid my bills and purchased your products. Now, when you've made an error and it's time to put some value in that "customer service" you're so fond of boasting about in your advertisements...you fall flat. I will be ending my service with AT&T and ensuring that all of the military service members I work with as well as my family and friends are well aware of what to expect in the way of customer service from your company...when it really matters.
ACE - Sage
3 years ago
If you continue to pay an incorrect bill you must be assuming that it is not incorrect.
AT&T and Verizon give you 3 months to dispute errors. T-Mobile and Sprint give you 2 months
3 years ago
Just finished doing my research and apparently AT&T is notorious for these types of charges on their customers' bills. Apparently there hasn't been a (Edited per community guidelines) (Edited per community guidelines) large enough to get them to change their behavior yet. Think I'll add my name to the list of the next one. Verizon, here I come.
3 years ago
I had a similar situation with AT&T, buying two new iWatches last year for my wife and I at the Post Exchange and then activating them through AT&T, being in the military most of our accounts are automated and I don't always have time to review my online bills and we had gotten new phones through AT&T and activated the watches we purchased. Our daughter also already had an iWatch. AT&T erroneously charged us for a fourth iWatch(or iPad mini depending on how I viewed the account) with a totally different area code from mine, my wife's, and our daughter's from somewhere in Virginia, verses all of our other devices were all from our current area code. I called multiple times regarding the issue after noticing it several months after they started billing us and they stated they were doing an investigation and that I would receive a credit in about a month. My problem was pretty much the same as the original poster's, where they activated 2 lines under the IMEI of my watch thought the erroneous account showed as an extra watch on my online account it showed as an iPad mini when looking at my account on my phone and had a totally different area code from our other devices and was from Virginia. The customer service rep only offered us a 3 month credit for the service on "our iPad mini", which really made my wife and I both mad, as the device was erroneous and didn't even match our other devices. The customer service rep continued to repeat the same phrase until we finally asked to speak to his supervisor who also wasn't any better at first in referring to the erroneous device as "your iPad mini".. the absolute worst customer service we've had in a long time. My wife threatened the guy then with taking AT&T to court related to the erroneous device and he finally agreed to review our account and credit us over $200 of erroneous charges..