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dcdickerson2's profile

3 Messages

Wednesday, November 8th, 2023 10:00 PM

No resolution for unwanted added line

I’ve been an AT&T customer since before the turn of the millennium, and never have I been so disappointed in AT&T. When I upgraded my cell phone at a physical store location in August, I asked if there was anything I could do to reduce my monthly cost. The agent told me that I could add another line to my existing 3 lines and it would actually make my bill cheaper. It did not. It did lower my cost per line, but the now 4 lines was still $10 more than the cost of my 3 lines at the previous rate. So the information given to me, and upon which I based my decision to consent to the additional line was inaccurate. When I found the 4th line (added to my current phone as a hotspot line, no additional device), I went back to the store and asked that it be immediately cancelled. They told me that they cancelled it, and the extra line disappeared from my cellphone. They did not tell me that I had to call AT&T customer service to completely cancel the line. I also said I wanted to be reimbursed for the cost of that line, since I never would have approved it if I’d known it was going to raise the monthly cost of my service. They said they would have to speak to their manager and the agent who sold me the line under false information and would get back to me in a week. They did not contact me, so I moved my service to another carrier. My current bill still has the “hotspot line” which is not connected to any device and has never been used, but I’m still being charged for it. I called today to have this corrected, and was told it will be cancelled at the end of my service month on Dec 3, since they cannot prorate charges for a partial month. (Interesting that you can add a line in the middle of a month and that can be prorated for the partial month, but not the other way around) She could not help redress the money already spent nor the charges yet to be paid for this line. She would not transfer me to a supervisor and said nothing more could be done. I asked if my only recourse for reimbursement at this point is to sue AT&T, and she supposed it was, but could not speak to the legal issue. All I want is for this snafu to be made right. I was told the additional line would lower my monthly bill, but it did not.  I was told the line was cancelled, but it was not. The charges are still rolling out. You can’t tell me that a multi billion dollar corporation cannot afford to reimburse an individual for a mistake that was made based on false information given by an authorized employee of AT&T. 

ACE - Sage

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118.2K Messages

7 months ago

You did get a resolution. You’re just not happy with it. All service providers require that you call to cancel service. Service cannot be canceled in stores.   That’s a universal policy that dates back to the millennia when you first got service with AT&T.    AT&T will only backdate a cancellation to the day when you inform them that you want something canceled. Which would be the end of the current month in which you called them.  

no US service provider prorate the final bill. Service is always terminated at the end of that bill cycle.   

it was up to you to read your bill every month and noticed that you were still paying for something that you want canceled, and call AT&T to cancel it.  

(edited)

New Member

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3 Messages

7 months ago

How are you supposed to call AT&T and tell them to take a line off. You have to go to the (Edited as per community guidelines) store first and try to talk to the rep that (Edited as per community guidelines) and added the line. I have the same issue but worse. I have had multiple lines added to my account without y permission. I have 1 phone and 1 line. I thought!! So every month my bill was different. I have spent hours upon hours trying to get this fixed. So no, it is not as easy as just picking up the phone and calling them.  Most of the do not have a clue. So I quit paying them and returned the phone.  Now they are in the works of putting this on my credit report. I am going to take them to court for defrauding a disabled Air Force veteran unless they will actually get a forensic accountant to figure out who at AT&T was scamming me.

(edited)

Community Support

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232.8K Messages

7 months ago

Hello @spartin718,

Please be mindful about the tonality and language. AT&T Community Forum does not tolerate usage of any curse words or abusive words.

Regards,
AT&T Moderator

New Member

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3 Messages

7 months ago

sry

ACE - Expert

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14.4K Messages

7 months ago

You have to go to the (Edited as per community guidelines) store first and try to talk to the rep that (Edited as per community guidelines) and added the line.

Why would you do that? You already got bad information from the guy once, why go back for more?

So no, it is not as easy as just picking up the phone and calling them. 

Sure it is, as you found out yesterday. You just have to do it.

You can file a BBB complaint to get escalated. That office has more authority so if there's anyone who will be able to do anything extra, that's who it will be. 

As an aside, I'm not sure what you think a forensic accountant is, but one definitely wouldn't be of any help here.

ACE - Sage

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118.2K Messages

7 months ago

How are you supposed to call AT&T and tell them to take a line off. You have to go to the (Edited as per community guidelines) store first and try to talk to the rep that (Edited as per community guidelines) and added the line.

Because that is the only way to cancel a phone line from any service provider.   And clearly it did not work for you because the only way to cancel a phone line is to call the service provider.  

Why would you trust the person who messed up your account in the first place?  And then again in the second place?

And why would you not be reading your bill once you notice that you had a new line added, and it was added by someone who was not trustworthy. And then not check up on them to make sure that this not trustworthy person had removed the line?  

Your answer was to just stop paying, which indeed will result in your account being sent to collections. AT&T didn't want the used phone back so they're going to want you to pay for that too even though you sent it back.  

You have waited until it's a huge mess instead of a little mess and then you post here on a community help forum?  This should have been your first stop.

3 Messages

7 months ago

I get that the policy was followed for the cancellation, but what about the original problem of being misled by an employee of AT&T in the first place, which caused me to approve of an additional line that was not making my monthly bill less?
Are you saying it is ok to lie to a customer (whether on purpose or not is not the issue) and that the customer must just (Edited per community guidelines) it up and eat the cost once it is discovered? I’m not talking huge amounts of money here. I’m complaining about being misinformed not once, but twice from employees at the same store. The first one got me to ok a line because I was told it was going to lower my monthly bill. The second time was when I was told that they had cancelled the extra line. It may be common practice to have to call to cancel, but how was I supposed to know that when I asked in person for the line to be cancelled and was lead to believe they had taken care of it? I think AT&T should have done something to make this right. Instead, they have lost a long time customer forever. 

(edited)

ACE - Expert

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24.8K Messages

7 months ago

There are two kinds of "AT&T" stores. One is an Authorized AT&T Retail Store and the other one is an AT&T Corporate Store. They both look exactly the same on the inside. The Retail Store is independently owned and operated separate from AT&T and is not staffed with AT&T employees. Their sole purpose is to resell AT&T goods and services, at a commission. Some will mislead and not be totally transparent with the customer about deals and promos just to make a sale. The information is then passed on to AT&T who no idea of what was said and/promised to the customer. AT&T will only honor deals and promos that are listed, in detail, on their website. Unfortunately AT&T has little to no control over the business practices of these retail stores (which are also the same thing you see in kiosk in places like Target, Costco, etc). If the outside signage on the store doesn't indicate "Authorized" it's still not a bad idea to ask when you go in.

Carefully checking your receipt of documentation before you leave the store to make sure it is correct is important and monitoring your account for a couple of months to make sure the charges are correct is essential. If you don't, and keep making payments, that signals to AT&T that you are ok with the charges.

File a complaint with the BBB. That goes to Corporate and someone should contact you. Just have all of your paperwork and documentation on hand when the call.

Community Support

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232.8K Messages

7 months ago

We understand how difficult that can be, and this is not the experience we want you to have. We're here to help you with the information that you require @dcdickerson2.

 

We are going to reach out to you in DM to take a look at account details. Please look out for a DM notification from us. (for your reference it is the bell icon on the top right-hand corner of the forums)

 

Looking forward to speaking with you!

 

Thank you for contacting AT&T Community & Forums,

Susan, AT&T Community Specialist

3 Messages

7 months ago

Thanks for the advice OttoPylot. It explains why AT&T does not care that I was taken advantage of.  I will make a report to the BBB. I’m usually pretty savvy, but this time I actually trusted the store employees to take care of me. I’m just glad this was not a high dollar lesson to learn!!

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