AT&T sent me to collections while outstanding balance was in dispute.

Tutor

AT&T sent me to collections while outstanding balance was in dispute.

Hello,

 

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.

Message 1 of 20 (21,048 Views)

Re: AT&T sent me to collections while outstanding balance was in dispute.


Bboulus wrote:

Hello,

 

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.



Well, the obvious problem is AT&T is far too bloated and incompetant and it's amazing they don't just self destruct like a band of monkeys with bic lighters in a gas factory.

 

I think you made a big mistake bargaining with AT&T, that's exactly what they wanted because as soon as you agree to pay any part of the charge you are also agreeing you were in the wrong.

 

You should go back to which ever credit reporting service you went to for your report and start a dispute.

 

You can send a message to Alex and he will have someone contact you within a couple business days. To see his reply, click the little blue envelope, upper right corner of this page.

 

Or you can call the Retention Department. The quickest way in is to call the 2020 number, confirm your phone number when it asks (if calling from your home), and then just keep saying "none of those" to the rest of the prompts and it will connect you to a real human (and American citizen) within a minute or two. Tell them to transfer you to the Retention Department.

 

 




__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
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I really want to become a procrastinator, but I keep putting it off.
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There are three kinds of people, those that can count, and those that can't.
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“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

                              

Message 2 of 20 (21,022 Views)

Re: AT&T sent me to collections while outstanding balance was in dispute.

Sending a PM to Alex is your best bet.  He or someone from his team will be in touch with you.  I had a similar issue resolved in less than a week not so long ago. 

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
Message 3 of 20 (20,954 Views)

Re: AT&T sent me to collections while outstanding balance was in dispute.

Bboulus,

Has AT&T contacted the collection agency yet?   I've been dealing with them over a similar issue about their equipment.  In my case the equipment was lost in a tornado.  We were told the account was closed, balance settled, etc.  And then low and behold, we received a notice from a collection agency.   This was a complete surprise and I am just amazed at the lack of customer service we have experienced. 

Good luck!

Message 4 of 20 (20,902 Views)

Re: AT&T sent me to collections while outstanding balance was in dispute.


oufanindallas wrote:

Sending a PM to Alex is your best bet.  He or someone from his team will be in touch with you.  I had a similar issue resolved in less than a week not so long ago. 



Ahhh, so you have had issues with your Uverse. You've just had better luck than others with resolution.Smiley Wink

 

 




__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

                              

Message 5 of 20 (20,847 Views)

Re: AT&T sent me to collections while outstanding balance was in dispute.


Computer-Joe wrote:

oufanindallas wrote:

Sending a PM to Alex is your best bet.  He or someone from his team will be in touch with you.  I had a similar issue resolved in less than a week not so long ago. 



Ahhh, so you have had issues with your Uverse. You've just had better luck than others with resolution.Smiley Wink

 

 




__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell


Yes, not that I knew it until I tried to buy a house.  Luckily it was corrected in less that 3 days.  Alex's team and the support I got was outstanding.

 

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
Message 6 of 20 (20,784 Views)
Tutor

Re: AT&T sent me to collections while outstanding balance was in dispute.

I sent a Private Message to alex and within several hours, a member from his team Emailed and Called me in regards to what was going on.  

 

They were very helpful and forwarded a report to the "Office of the President' and within two days, a resolution was made and a refund was given to me and everything was removed by the credit agencies.  My Credit Score went back to what it was before this mess.

 

They were extreamly helpful, and I also recieved a follow up phone call by alex's team a week later making sure if there was anything else I may have needed.

 

Whenever you have a serious claim and nothing is being done, always request to have someone from the Presidents Office to contact you.  Second time I have done this and they get back to you way quicker!

 

Good Luck to you all with similar problems.

 

 

Message 7 of 20 (20,717 Views)

Re: AT&T sent me to collections while outstanding balance was in dispute.


Bboulus wrote:

I sent a Private Message to alex and within several hours, a member from his team Emailed and Called me in regards to what was going on.  

 

They were very helpful and forwarded a report to the "Office of the President' and within two days, a resolution was made and a refund was given to me and everything was removed by the credit agencies.  My Credit Score went back to what it was before this mess.

 

They were extreamly helpful, and I also recieved a follow up phone call by alex's team a week later making sure if there was anything else I may have needed.

 

Whenever you have a serious claim and nothing is being done, always request to have someone from the Presidents Office to contact you.  Second time I have done this and they get back to you way quicker!

 

Good Luck to you all with similar problems.

 

 



Glad everything was resolved to your satisfaction. Thanks for coming back and giving us an update.

 

 




__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

                              

Message 8 of 20 (20,712 Views)
Expert

Re: AT&T sent me to collections while outstanding balance was in dispute.

Thanks for posting.

Message 9 of 20 (20,674 Views)
Contributor

Re: AT&T sent me to collections while outstanding balance was in dispute.

[ Edited ]

Very, very similar issue. We had U Verse, moved and the account had to be canceled and open a new account to move the service to the new house. We returned the equipment as required. After the year we decided to terminate and returned the equipment, as required.(Reason for return was false sales promises. When we complained to a service rep they said that the sales are contractors and not liable, legally factually incorrect). Early last year we started getting collections for BOTH sets of equipment. At all times we provided the shipping receipts, tracking, receipt confirmation, etc. The calls stop only to start again by another agency for the exact same issue. Who is his miracle Alex and how do I "PM" him? [Per Guidelines:  Keep it Relevant and Appropriate].

 

I’ve flipped through the complaints and they are so numerous. Someone has to be monitoring this board and keeping metrics. How can this not be on someone’s radar within ATT? I guess until they start loosing more market share they won’t pay attention. My last service with them is cellular and when that term is up (if I can stop my wife from upgrading her phone) I’m switching.

 

Message 10 of 20 (20,098 Views)
Expert

Re: AT&T sent me to collections while outstanding balance was in dispute.

Just click on his name below:

Alex

 

He is an employee who can access your account info privately, and get you forwarded on up the line.  Good luck.


tk1991 wrote:

Very, very similar issue. We had U Verse, moved and the account had to be canceled and open a new account to move the service to the new house. We returned the equipment as required. After the year we decided to terminate and returned the equipment, as required.(Reason for return was false sales promises. When we complained to a service rep they said that the sales are contractors and not liable, legally factually incorrect). Early last year we started getting collections for BOTH sets of equipment. At all times we provided the shipping receipts, tracking, receipt confirmation, etc. The calls stop only to start again by another agency for the exact same issue. Who is his miracle Alex and how do I "PM" him? [Per Guidelines:  Keep it Relevant and Appropriate].

 

I’ve flipped through the complaints and they are so numerous. Someone has to be monitoring this board and keeping metrics. How can this not be on someone’s radar within ATT? I guess until they start loosing more market share they won’t pay attention. My last service with them is cellular and when that term is up (if I can stop my wife from upgrading her phone) I’m switching.

 




Message 11 of 20 (20,080 Views)

Re: AT&T sent me to collections while outstanding balance was in dispute.

I’ve flipped through the complaints and they are so numerous. Someone has to be monitoring this board and keeping metrics. How can this not be on someone’s radar within ATT? I guess until they start loosing more market share they won’t pay attention. My last service with them is cellular and when that term is up (if I can stop my wife from upgrading her phone) I’m switching.

 

 

While it may seem like it's a rampant issue, the number of complaint on here represent a very small fraction of the customers AT&T has.  Do you still have the tracking numbers?  If so keep them.  Send the PM to Alex and someone from his team will be getting back to you on Tuesday.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
Message 12 of 20 (19,975 Views)

Re: AT&T sent me to collections while outstanding balance was in dispute.

How do I get in touch with someone higher up--I'm having similar issue and beyond frustrated with lack of help or support. Alex is no longer able to PM so sent message to customer care.
Thanks.
Message 13 of 20 (18,498 Views)

Re: AT&T sent me to collections while outstanding balance was in dispute.


phickey009 wrote:
How do I get in touch with someone higher up--I'm having similar issue and beyond frustrated with lack of help or support. Alex is no longer able to PM so sent message to customer care.
Thanks.

That's what you need to do.

 

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
Message 14 of 20 (18,490 Views)

Re: AT&T sent me to collections while outstanding balance was in dispute.

I reached out to the ATT Customer service team on Twitter and was able to get in touch with Execative team member-- looks like this all will be solved. Thanks.

Message 15 of 20 (18,389 Views)
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