Contributor
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1 Message
OverCharge for an Apple Watch Line after deactivation
DISPLEASE, Long time customer (ATT and Cingular). I recently realized ATT charged us (7mths) for a line from a apple watch that we did not keep after 30 days. The setup of the service was automatic with the activation of the Watch. Then I returned it to Apple and they wipe everything off the Watch I thought that had deactivated it. Our billing is setup for autopay. We were out of country the last few months and rarely do I need to look at the plan, but just making sure nothing internationally went wrong I looked at the bill and to my surprise..., I saw that apple watch line on the bill and it had been charging since February. They would only not refund me for 2 months. They explained they did not know unless we made a call, and they do this because so many people like to keep lines for reuse. I said that I am probably one of many customers that did not want to keep the line and I could prove it by the return of the apple watch. That is assumption that could be OVERcharging many customers. Let me see if I got this the system will start charging automatically with the purchase of the device (no calls to ATT) but not if the device was returned --they will not automatically deactivate what they auto activated -- the same device. SO what about the customers who you are OVERcharging and you can see there has not been any use nor did they intend to use it.
I would like to be reimbursed and they should check there process on how to make a customer aware of such transactions.
QuarryRye
Master
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3.2K Messages
4 years ago
I agree, returning the device should have disconnected the line. Were you within the 14-day return period? Either way, calling AT&T should have been the next step. Regardless, AT&T's terms only allow disputing the charges with 100 days of the date of the bill.
https://www.att.com/legal/terms.wirelessCustomerAgreement.html#whatChargesAmIResponsibleFor
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GLIMMERMAN76
ACE - Expert
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23.6K Messages
4 years ago
Actually in this case the op is at fault as you have to deactivate cellular in the watch for it to be canceled. I did this for 2 watches several months ago. You have to use the watch app on the phone to do it. Apple does not check to see if service is canceled that is on the end user.
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formerlyknownas
ACE - Sage
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107.3K Messages
4 years ago
@GLIMMERMAN76 Is correct. Your retail purchase with Apple may have activated a line automatically, but a return does not remove a line from your bill.
To cancel a line, all carriers require you either port the line out, or call to cancel. Apple (or any 3rd party) is not authorized to cancel lines on your account. I know it seems weird they could open a line for you. But the permissions for adding a line are far more liberal than removing one.
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mikedjp
New Member
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3 Messages
3 years ago
I was just billed a $109 a month for two months after cancelling our family plan to switch to another service since beginning of September. I called and found out it was because we didn't call separately. The charges were $94 a month for "service" and $15 for the line. I asked for a refund and they refused to do the right thing. It's obvious we were not using this service since then. This is another reason I left ATT after more than two decades, beginning with Cingular.
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mikedjp
New Member
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3 Messages
3 years ago
I literally feel like they stole $218 from me. I wasn't receiving cellular service on the watch and couldn't activate the account. The right thing to do is to refund it.
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MicCheck
ACE - Expert
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13.2K Messages
3 years ago
@mikedjp First, your issue is not related to the original post in this thread.
If you have lines that aren't ported to a new provider (watches, tablets, even other phone lines), it is the customer's responsibility to let AT&T know. AT&T can't read minds, even if it might seem obvious.
While giving you a refund might be the nice thing to do, it's not necessarily the right thing. If you file a BBB complaint, you'll get escalated to someone who has the authority and ability to issue a credit if they choose to. That's pretty much your only option.
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mikedjp
New Member
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3 Messages
3 years ago
Thanks. We actually did file a BBB complaint.
I see continuing to bill me for this as a technicality that ATT is correct on. I disagree about it being the "right" thing to do. I have paid more that $200 for nothing. It's not like my watch actually had functioning cellular service during that time. Anyway, thanks.
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