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alopes001's profile

Contributor

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2 Messages

Tuesday, October 2nd, 2018 5:35 PM

Horrible Experience with a Customer Retention Specialist About Being Double Billed For Months

I just got off my third call with the manager of customer retention, Chris.  For three months I have been getting double charges on my credit card for my bill.  We are talking an excess of over $530.00 in charges. 

 

Every time it happened I called with no resolution.  This call today was my 3rd call about this issue.  So I would say I wasted at least 4 hours of my time trying to stop AT&T from double charging a very loyal long time client of theirs. 

 

The manager Chris, reversed the charges but I still had to pay interest on my credit card for them so I asked what he could do to offer me a credit for my troubles and for the fact that ATT charged me an excess amount of $530.00.  He said he could only give me a $50.00 phone case or a $25.00 credit, which is unacceptable considering that I called three times and was charged so much excess.  I asked for a credit of $50.00 rather than the phone case because I don't need one and he said no.  Again this is not my fault that ATT double charged my visa three times, I spent countless times on the phone trying to resolve it and all I get for that is a $25.00 credit.  Absolutely unacceptable. 

When I told him I wanted to escalate it, he told me I could but then I wouldn't get the $25.00 credit.  So, if I want to talk to his boss then he would take away my measly $25.00 credit for being over charged over $530.00 over the last several months.  This is a scam and I am very unhappy with the experience and what ATT is willing to do for a loyal customer who was overcharged by a lot of money.  I would like someone who understands how to treat a client to call me back and resolve this appropriately.  I would also like someone to listen to the call to see how horrible he handled a very valid customer issue. 

Sincerely,

Ana

 

[Edited for privacy-This is a public forum. 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]

 

Contributor

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2 Messages

4 years ago

Still no resolution or call back.  I am so done with this phone service. 

MicCheck

ACE - Expert

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12.7K Messages

4 years ago


@alopes001 wrote:

I just got off my third call with the manager of customer retention, Chris.  For three months I have been getting double charges on my credit card for my bill.  We are talking an excess of over $530.00 in charges. 

 

Every time it happened I called with no resolution.  This call today was my 3rd call about this issue.  So I would say I wasted at least 4 hours of my time trying to stop AT&T from double charging a very loyal long time client of theirs. 

 

The manager Chris, reversed the charges but I still had to pay interest on my credit card for them so I asked what he could do to offer me a credit for my troubles and for the fact that ATT charged me an excess amount of $530.00.  He said he could only give me a $50.00 phone case or a $25.00 credit, which is unacceptable considering that I called three times and was charged so much excess.  I asked for a credit of $50.00 rather than the phone case because I don't need one and he said no.  Again this is not my fault that ATT double charged my visa three times, I spent countless times on the phone trying to resolve it and all I get for that is a $25.00 credit.  Absolutely unacceptable. 

When I told him I wanted to escalate it, he told me I could but then I wouldn't get the $25.00 credit.  So, if I want to talk to his boss then he would take away my measly $25.00 credit for being over charged over $530.00 over the last several months.  This is a scam and I am very unhappy with the experience and what ATT is willing to do for a loyal customer who was overcharged by a lot of money.  I would like someone who understands how to treat a client to call me back and resolve this appropriately.  I would also like someone to listen to the call to see how horrible he handled a very valid customer issue. 

Sincerely,

Ana

 

[Edited for privacy-This is a public forum. 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]

 


Were both of the charges in the same amount, and the exact amount that was on the bill?

 

Have you stopped autopay? 

 

You should have taken the credit. You already got the refund, so that's a non-issue. Even if you paid 20% interest on $530 for three months, you're still looking at barely over $25. 

 

I'd say if you want something additional, you will need to call back. It's clear no one will be contacting you.

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