07-19-2012 1:59 AM
I am a loyal AT&T Customer, we have practically everything AT&T.
We cancelled Uverse around November 2011 and I returned all the equipment they asked for that we had. Several months later, without getting a phone call or letter from AT&T, a collection company began calling me saying I owe a outstanding balance of $161 for outstanding equipment. Immediately I called the Uverse phone number to see what was going on.
They said that I did not return one piece of equipment and that we had to charge you a fee. I returned everything and did have nothing left for Uverse. I explained my side of the story and the agent went ahead and escalated the situation and opened up a Case to investigate some more. This Case was opened up in February-March.
I explained to the collection company that I have opened up a case and he mentioned that since a case has been open they will not attempt to collect until a resolution is made.
Fast Forward until July. I have not head anything from AT&T so I decided to call them on July 5th to see what was going on, since I did not want this to damage my credit, and relationship with AT&T for future service. The agent said that the Case has not yet been resolved, bear in mind that it has been around 4 months since it was open. I wanted to settle and get it over with so I brought up going 50/50 which they obliged and I ended up paying around $80 to close my account and case.
I thought everything was over and done with....but....on July 13th, I monitor my credit very closely since I have a solid 776 score and I am ready to purchase a home in the next year, I recieved a notice that my credit has been given a negative inquirery and it has dropped to 663!
WHY DID AT&T ATTEMPT TO COLLECT A BALANCE WHEN WE HAD A OPEN CASE TO FIGURE OUT A RESOLUTION?
I called the collection company EOS CCA, which were very nice and mentioned to me that this was done in error if I had a open case and that a representative from AT&T needs to call them to remove the Negative Collection on my Credit Report. I called AT&T and after being on the phone for 45 Mins and being transferred about 5 times, a rep in Account Receivables told me she will forward my information to a Supervisor to have them call the Collection Company to remove everything. She said it will take about 24 hours and I will receive a phone call from them. It has been 3 days and no phone call has been made.
I am very upset that AT&T would send me to collections even though, 1. I am not at fault, and 2. I had a OPEN CASE with them.
I just want the Negative Report to be removed from my credit. It is a shame that $161 will drop my credit score over 100+ points!
Any Advice? or is there a 'Office of the Presidents' Email address I can adress my issue too, like they do with Time Warner Cable.
Thanks for listening, hope you all have a great day.
06-03-2013 5:01 PM
Thanks to this post everything should be getting settled. I thought I would respond as this seems to get a lot of views and this hasn't been updated in a while. After getting the run around by calling in and no one knew what they were doing, I got frustrated. If only i just sent a message to customer service or made a complaint to the BBB right away I would of saved a lot of time.
Two things you can do to get a response from AT&T from someone that knows what they are doing.
1. Send a message from here to customer service and they will get you the the appropriate person. You want to be talking with someone from the "presidents office." Takes about a day or two for someone to reach out to you, but you want to talk to someone from there.
2. File a complaint with the BBB and someone from the presidents office will be in contact with you. That will take about 2-3 days.
I did both and two people called me from the "Presidents Office" who explained that they will get the mark taken off my credit report and also refund my money.
11-07-2013 10:23 AM
11-07-2013 11:13 AM
Here you go Liang Yang Lin
I would recommend that you send a Private Message to ATTCustomerCare is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM(Blue envelope top right of screen) between the hours of 7am-10pm CST Monday - Friday, should hear back within 2 to 3 business days.