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Tann_021v's profile

New Member

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3 Messages

Saturday, March 25th, 2023 1:51 AM

Refund - Poor customer service

I joined AT&T last august 2022 and when i was signing up the employe never stated a specific plan besides what i want. i stated that i just want unlimited data and the highest speed (with my active duty military discount and autopay and ect. discounts i should be paying 64$ a month) . He stated that my bill would be high for a bill cycle or two so i wasn’t worried intill i found out that in December i still was paying high bills (264$ a month). I contacted customer service they said i was on a family plan of 4. it makes no sense as i was the only one who walked into the store and its only me on the account. i contacted asking for a refund and its so hard to reach customer service. i then go to a local store and the lady told me to contact customer service i was furious. Last month is february 2023 i went in against talked to a different person and he changed my plan to family plan of 1 i said i wanted no insurance nor do i want next up to be coming out of my pay check they said they cannot change the current billing cycle as they do not have the power to, and they also stated they would be back on track to getting my refund. called 2 weeks later and no one knows what im talking about. now its march 2023 and AT&T now owes me $1400 in refund and they STILL have my insurance for 4 people. i don’t understand how this whole thing started off with me having a family plan i get no help and assuming they want me to pay for their employees mistake. thanks AT&T

ACE - Expert

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64.7K Messages

11 months ago

That does not sound like an employee mistake, it sounds like you were ripped off by whoever set up your account. You need to escalate to corporate by filing an FCC or BBB complaint.

New Member

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3 Messages

11 months ago

please i would love to know how. thank you for your help!

ACE - Sage

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115.9K Messages

11 months ago

Both Better Business Bureau and the FCC have online forms. Just Google it. Takes 2 minutes to fill out the form which is forwarded back to AT&T upper management and someone will contact you. AT&T will refund 6 months of incorrect charges from the date you notify them. It is always our responsibility as customers to read our bill and make sure it's correct. It doesn't sound like you've read your bill since the first one, not a good idea. Just because your bill is online does not mean it is completely detailed and available for you to read

Community Support

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229.5K Messages

11 months ago

Hello Tann_021v, we're here to help you with your billing account and refund.

 

This is not the customer service experience we want you to have. Let's meet in a Direct Message, so that we can take a look your service area. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

Looking forward to speaking with you.

Carlton, AT&T Community specialist

ACE - Expert

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14K Messages

11 months ago

Before you file the complaint, look at your bills and figure out exactly what’s going on. They can’t just put you on a family plan. They have to add 3 additional lines.  Similarly, they can’t just change you to a one line plan. You have to call Loyalty and request the additional 3 lines be disconnected. Forget what customer service has been telling you and look at your bills and determine what should be there. Also verify the military discount was applied so if it wasn’t you can get that fixed, too. 

The more detailed you can be, the clearer your complaint will be, which will make it less difficult to solve quickly. 

New Member

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3 Messages

11 months ago

thank you all so much!

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