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Orinda04's profile

New Member

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2 Messages

Thursday, December 29th, 2022 6:59 PM

Insurance added to my account

I switched from Verizon to AT&T in May 2020. We brought our own phones. We have 3 lines. I specifically told the guy helping us at the store I did NOT want insurance on any of the lines. 2.5 years later I find out I’ve been paying for it this whole time! $1350 in insurance I didn’t approve.. I keep getting the run around. I’ve called customer service twice, called the loyalty team, chatted online, and went to the store where it occurred, no one will help me. I want my money back. It is not my fault a dishonest employee added charges to my account without my permission or knowing. This is ridiculous. $45 a month is not cheap. AT&T customer service is not helpful. Employees adding charged and products to customers accounts without their approval is dishonest and pathetic, if they want more money get a better or second job… don’t make innocent people pay extra.. 

ACE - Sage

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118.2K Messages

1 year ago

So you didn't read your bill for two and a half years?  😮

AT&T's online billing and PDFs are extremely detailed every dime is accounted for. It was up to you to bring any errors or discrepancies to AT&T's attention right away. Asurion is not going to refund insurance coverage. AT&T will refund disputed items in arrears only 180 days.

New Member

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2 Messages

1 year ago

They should have never added it in the first place. I looked on the app and it says the amount per a phone so I trusted that it would be correct. I didn’t think someone would add extras on my account when I specifically said no. 

Community Support

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232.7K Messages

1 year ago

We'd be more than happy to look into the insurance that was added without your knowledge, Orinda04.

 

We want to help. Let’s meet in a Direct Message to discuss your account details and escalating your request. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 

We look forward to finding a resolution for you. Thanks for reaching out to AT&T Community Forums!

 

Nelson, AT&T Community Specialist

ACE - Expert

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64.7K Messages

1 year ago

They should have never added it in the first place.

No argument there but it’s your responsibility to review your bills and catch billing errors. You paying for it for 2 years is basically saying your bill was correct and therefore you wanted the insurance. Per the terms of service, ATT is only liable for billing errors for 3 months (actually now 6 but was still 3 when your billing error occurred). Hopefully ATTHelp can rectify but don’t be surprised if 3 months worth of charges is all you get.

ACE - Expert

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14.4K Messages

1 year ago

I agree that $45 per month isn’t cheap. That’s why I would say something if my bill was $45 per month more than expected!

That said, if you don’t receive help on the forums, file a BBB complaint. Someone with more authority at AT&T will call you and they might be able to give you more relief. I’d recommend recognizing that this is 96% your fault and that you’re asking for something you don’t necessarily deserve, at least in attitude. Remember the old saying about flies and honey vs. vinegar. 

New Member

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1 Message

1 year ago

Unbelievable. It happenned to me too!!!. They added a $17 dollar per month insurance that I didn’t approve for the last 9 months. I only notice because my bill went up for other charges I wasn't aware.  Of course I called ATT and they told that once ATT add any charges the charges are legally valid. But because I have been a longtime costumer they will give me a courtesy of $50 out of the $153 they charged me without my permission.

I know you will say why didn’t you check your bill. Because it was an autopay and I trusted ATT. I would have never thought that they will take advantage of my trust after 20 years of being a local costumer.

Tha sad part about this is, that their costumer service employees (spanish) they just said what the script they have infront of them tells them to say. Even the “Loyalty department” was ready to cancel my service without asking me why I wanted to cancel forget about asking how can they help me. BTW before “releasing” (unblocking)  my phones I have to pay in full the 3 new phones we purchased months ago... just a couple of thousand dollars!!!

When I asked the “Loyalty” agent why didn’t she ask me how can she help me  she said because you said you want it to cancel your line and Im ready to do so...OMG ATT prefers to dismiss a loyal client  without even asking what is the problem.

Also they told me that even they didn’t find one document that confirms I approved the insurance charge its their right to do so once is in the bill and you don't complain. Is this legal in USA?  I can not believe the frustration and anger I feel right now and because I dont have the money to pay for the new phones I have to stay with this company...  Very dissapointed with ATT specially with the spanish speaking costumer service agents in spanish from Texas  who answered. And even worse the “Loyalty department” she couldn’t even tell me what is the meaning of loyalty ....unbelievable!!!

I guess ATT will never make a mistake it's just easy to blame the costumer and charge it for it OJO!!!! It’s a disgrace how are trained their spanish speaking agents.

ACE - Expert

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14.4K Messages

1 year ago

once ATT add any charges the charges are legally valid

That's not quite true. Once you PAY any charges they are legally valid. The new terms of service give you 6 months to dispute charges, so technically you should be able to get a refund for that much. If you file a BBB complaint, you can get escalated. 

I'm quite sure that the "script" reps are trained does not tell them to cancel without asking why, especially since once you cancel you can't keep your phone number. That said, I think it's funny that she called your bluff and was going to do exactly what you asked. 

ACE - Sage

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118.2K Messages

1 year ago

This is why you are supposed to read all of your bills and make sure everything is correct. Not just AT&T, but your credit card bills your bank statements, etc most credit card bills now have a very strict 60 to 90 day window in which you can dispute a fraudulent charge. Some of them don't allow you to dispute a charge if you have already paid. Paying the bill asserts that what was on the bill was correct. Being on auto-pay and paperless billing is not an excuse when your bill is available online every month and if you have enabled notifications you should also be getting a notification of when your bill is ready and when it's paid.  

I review every single one of my bills every month when the notification comes through that it's ready. Every once in a while I catch something that shouldn't be there.

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