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DCB1234's profile

Contributor

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1 Message

Thu, Mar 1, 2018 7:59 AM

Fraudulent Billing Practices? Futile 5 hours inATTChatHELL. Then disconnected and seemingly blocked?

I have got to say...I am baffled by what I have been witness to. I have a wireless account. Phone number *****. You have billed me for a phone that was returned via warranty for being defective. This phone was purchased in May 2017. It malfunctioned due to defect in May 2017. It was sent back to you via the warranty for a free replacement immediately. You confirmed receipt. USPS confirms your receipt. You bill me 750 dollars for the phone. My account is set to autopay.  So it is paid. I did not notice until now. The only reason I noticed is because I went to look back at my phone bill because my current S8, the replacement S8 just broke and I need to replace it. I see that my bill was over 1000 in June of 2017. I get on the att chat. I spend 2.5 hours "chatting" which to att is apparently  having to explain what happened over and over to individuals that say they will help, read the notes and then just forward you to another "specialist", "manager" or "supervisor." In fact, after 2.5 hours of chatting, he chatter "Ronny" who is a "specialist" claims that we have a call set for 9 pm where he is calling to confirm I am credited the $750  (which will be 450 to the remaining balance of installments on my S8 that is now broken and the other 300 to be on my account for use on the S9). So, 9 pm comes...no call. 9:15...no call. I get back on chat. Hold moly, its right back into the 7 level of customer service narnia. I mean how insanely tortuous the att chat is. What is the point of multiple levels and transfers between agents if each agent needs to (1) "read the notes" which they never apparently do, bc each one comes back with a different and incorrect conclusion as to what the problem was (illustrated amazingly with my last representative "Zack" as discussed below in more detail), and (2) then requires you to fully clarify the problem and explain everything all over again???? So the first rep, on chat round 2 gets it after an hour, but he cant help. Oh no. we need to go to the specialist...Zack..oh yes Zack is truly gifted. He spends who knows how many minutes (30-40) "reading the notes. Only to come back to me to say the reason i was charged the 750 back in June of 2017 was because my current phone that i have here in 2018 is cracked and broken. What? Yeah...he was a little confused by the volume of prior "notes" of quaulity chat representative...id have to imagine.  And this is keep in mind, the 4th chat rep I have "chatted" or ran through the depths of ATT chat narnia with. So, I get it explained to Zackery...woohooo and we have hit the 2 hour marker on chat round 2...Guess what? he cant do...anything. BUT hes got it! An ATT Call Back. Oh yes the GOLD STANDARD of misrepresentations. I say, I have  a huge work schedule tomorrow, I can only do before 915. He had just assured, you will be the very first customer on the planet earth, in the solar system, in fact, universe to get a call back tomorrow. Well, most likely, if that call ever happened Id prob be the first human in history to receive a call back. So I asked, do you know why i wasnt called at 9? Which would obviously ease my fears given the no show 9 oclocker. He dances the questions. Then...BOOM. Chat screen closed. Zack...closed the chat screen. Im 5 hours into this endevour to hike through att mordor and have just had my legs of emotion cut, through the bone. I pick myself back up, i dust myself off and head back to the att CHAT link...oh...what does it now say...."BUSY"....this is the most horrific experience I have had with att, and I have been a loyal customer for nearly 20 YEARS. How terrible is that?! 20 year customer...treated like crapola, one could certainly plead...fraudulently billed. I really hope someone, with soul will read this and help me out. Please call my cell *****. - Dean

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Anonymous

New Member

 • 

25.7K Messages

5 y مضت

You do realize that this is a customer to customer forum and you just posted your phone number multiple times. It's opening your self to spam calls galore. 

sandblaster

ACE - Expert

 • 

59.7K Messages

5 y مضت

If you got charged for the phone, that probably means they determined whatever was wrong with the phone was not covered by warranty. That usually means they detected physical or water damage. No one from ATT will call you from your post here and your phone number will be removed by a moderator. Suggest you contact @ATTCares via private message.

MicCheck

ACE - Expert

 • 

12K Messages

5 y مضت


@DCB1234 wrote:

I have got to say...I am baffled by what I have been witness to. I have a wireless account. Phone number *****. You have billed me for a phone that was returned via warranty for being defective. This phone was purchased in May 2017. It malfunctioned due to defect in May 2017. It was sent back to you via the warranty for a free replacement immediately. You confirmed receipt. USPS confirms your receipt. You bill me 750 dollars for the phone. My account is set to autopay.  So it is paid. I did not notice until now. The only reason I noticed is because I went to look back at my phone bill because my current S8, the replacement S8 just broke and I need to replace it. I see that my bill was over 1000 in June of 2017. I get on the att chat. I spend 2.5 hours "chatting" which to att is apparently  having to explain what happened over and over to individuals that say they will help, read the notes and then just forward you to another "specialist", "manager" or "supervisor." In fact, after 2.5 hours of chatting, he chatter "Ronny" who is a "specialist" claims that we have a call set for 9 pm where he is calling to confirm I am credited the $750  (which will be 450 to the remaining balance of installments on my S8 that is now broken and the other 300 to be on my account for use on the S9). So, 9 pm comes...no call. 9:15...no call. I get back on chat. Hold moly, its right back into the 7 level of customer service narnia. I mean how insanely tortuous the att chat is. What is the point of multiple levels and transfers between agents if each agent needs to (1) "read the notes" which they never apparently do, bc each one comes back with a different and incorrect conclusion as to what the problem was (illustrated amazingly with my last representative "Zack" as discussed below in more detail), and (2) then requires you to fully clarify the problem and explain everything all over again???? So the first rep, on chat round 2 gets it after an hour, but he cant help. Oh no. we need to go to the specialist...Zack..oh yes Zack is truly gifted. He spends who knows how many minutes (30-40) "reading the notes. Only to come back to me to say the reason i was charged the 750 back in June of 2017 was because my current phone that i have here in 2018 is cracked and broken. What? Yeah...he was a little confused by the volume of prior "notes" of quaulity chat representative...id have to imagine.  And this is keep in mind, the 4th chat rep I have "chatted" or ran through the depths of ATT chat narnia with. So, I get it explained to Zackery...woohooo and we have hit the 2 hour marker on chat round 2...Guess what? he cant do...anything. BUT hes got it! An ATT Call Back. Oh yes the GOLD STANDARD of misrepresentations. I say, I have  a huge work schedule tomorrow, I can only do before 915. He had just assured, you will be the very first customer on the planet earth, in the solar system, in fact, universe to get a call back tomorrow. Well, most likely, if that call ever happened Id prob be the first human in history to receive a call back. So I asked, do you know why i wasnt called at 9? Which would obviously ease my fears given the no show 9 oclocker. He dances the questions. Then...BOOM. Chat screen closed. Zack...closed the chat screen. Im 5 hours into this endevour to hike through att mordor and have just had my legs of emotion cut, through the bone. I pick myself back up, i dust myself off and head back to the att CHAT link...oh...what does it now say...."BUSY"....this is the most horrific experience I have had with att, and I have been a loyal customer for nearly 20 YEARS. How terrible is that?! 20 year customer...treated like crapola, one could certainly plead...fraudulently billed. I really hope someone, with soul will read this and help me out. Please call my cell *****. - Dean

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]


You didn't notice an additional $750 missing? Must be nice! 

 

Anyway...if I had to venture a guess, you're getting "the run around" because you're not owed anything and will not receive anything. You have 3 month to dispute a bill. You are well beyond that. No one wants to be the one to give you news that will make you upset. 

 

You might have some luck filing a complaint with the BBB, which will get you on the radar of the Office of the President. I wouldn't count on anything changing, though. 

 

Best of luck!

mynameis

Associated Member

 • 

118 Messages

5 y مضت

Miccheck is absolutely correct. You have 3 months to dispute charges.  At this point there is no refund owed.  Was you defective phone mailed back to you?

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