New Member
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5 Messages
Non returned device fee
I signed up for a $10 watch plan using split billing on my company phone.
It was a nightmare to get service started but after a few weeks it finally got activated.
Today I get a bill for over a thousand dollars. I check my account and they are charging me a non returned device fee. But I never ever purchased any device from AT&T!!!
I have called but it is Sunday so there is nobody to talk to, but supposedly they will call me back. Surely this will get resolved easily since I have literally never in my life purchased any hardware from this company. I hope!
I am perplexed how something like this could happen. I am even more perplexed by how difficult it is to get a hold of customer service, not just this time but during the weeks when I couldn't get service activated despite being charged an activation fee.
I have experience with several prepaid phone plans, and I am shocked to find that every single one of those prepaid services had BETTER customer service. They are supposed to be cheaper because that's where they cut cost.
What gives AT&T?!?
Accepted Solution
ATTHelp
Community Support
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225.3K Messages
1 year ago
We do apologize for any inconvinience this has brought to you Kisrita!
We are glad that your account was fixed and adjustments were made. Should you ever need assistance in the future, feel free to reach back out to us on the AT&T Community Forums, and we'll be happy to step in to help.
Thank you for posting on the AT&T Community Forums!
Rhoda, AT&T Community Specialist
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formerlyknownas
ACE - Sage
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113.3K Messages
1 year ago
Like most business, the last 2 years it's near impossible to get employees. So, yes, wait on hold is long.
You can cut the line by filing a Better Business Bureau complaint online. The complaint will be forwarded to AT&T upper management and someone will call you instead. Just make sure you answer the phone
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Kisrita
New Member
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5 Messages
1 year ago
I was able to speak with a customer representative today, August 7th at 10:30am ET (I think I just called too early before).
After a 45 minute call, it appears AT&T is charging me for a device that one of the thousands of employees of my Employer, General Electric has not returned. The mix up seems to originate because my watch LTE plan is required to have an association with my Employer's phone plan. Even though AT&T allows split billing in such instances, it seems all the kinks in the split billing system have not been worked out.
The representative was able to open a case but requires review and approval from her supervisor to make bill corrections of the invalid charge. Obviously I am not responsible for General Electric's special business contract with AT&T, I have a separate consumer contract with AT&T for only a watch plan so let's hope this is resolved quickly.
I was given a case number to follow up in case I do not see the bill modification tomorrow.
I will keep this post updated. This should serve as a written record in case I need to take further steps and possibly help others that end up in the same situation.
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Kisrita
New Member
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5 Messages
1 year ago
Aug 8th, 2022: on checking my account the same invalid charge is still present. As I was told this would be resolved by today, I contacted an AT&T representative for a status update, via chat to document with written transcript. I was told that my case has a resolution date of August 10th.
I thought it would be awefully fast to resolve it the next business day, so I'm not surprised by the delay. If on August 11th the invalid charge is still present, I will contact AT&T again. This was about a 20 minute chat, not too long of a wait, and I did not have to repeat my conversation from yesterday, which is a credit to AT&T.
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ATTHelp
Community Support
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225.3K Messages
1 year ago
Hello @Kisrita,
Thank you for your recent posting, we appreciate your participation within the Business Community. I'll be more than happy to take a look at this for you so we can get things back on track. I have marked our conversation as private so that I can get a few more details to further assist you. Please reply with the following information:
Contact Name:
Contact #:
email:
Account details:
Kim
AT&T Business Social Media
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Kisrita
New Member
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5 Messages
1 year ago
Aug 15, 2022
The invalid charge was not removed from my account. On contacting AT&T (via chat), I was told the case was rejected due to "no sufficient" information. However the technician was able to elevate it to someone else. I had to repeat everything from a week ago, and after exactly 60 minutes, the invalid charge was credited to my account.
They assured me this won't happen again. They did not explain what happened. (I still suspect a mix up between my consumer plan and my employer's special business contract which I am not privvy to).
It was a frustrating experience but it is over.
This is hopefully my last post.
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