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Posted Dec 18, 2013
6:12:02 PM
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Dispute of early termination fees
Edited by Phil-101 on Dec 18, 2013 at 8:09:24 PM

Good Evening,
I want to start by saying I had 10 years of great service with AT&T. The only reason I terminated my service was due to my military commitment. I was moved to an area with very, very poor service. After many conversations it was agreed that AT&T would honor their commitment to their military, by allowing me out of my contract without fees. My phones were turned off, then turned back on to allow the numbers to be ported to another service provider. During our many conversations with AT&T, I was assured there would be no fees associated with the termination, nor the porting of the phones. Additionally, I requested and received an email from one of the many AT&T representatives reiterating our conversation, and AT&T's commitment to not charge me. I was unable to attach the original email, so I cut and pasted it below. I can however provide the original upon request.
You can imagine how disappointed I was to receive a bill for over $900 for early termination fees. I contacted AT&T. Again I was assured that I would not be charged. He informed me that he would contact higher management, but he was sure I would not be charged. I have that employees name and number as well and will submit upon request. There are no professional words for how dismayed I was when I received an email today, stating my bank would be drafted for the $900+ fees. This evening I contacted the customer service number again. I was informed that my request for dismissal of fees was denied. Additionally, I was told there is no appeal process, and my only discourse is to contact the corporate headquarters. I found the number to the executive offices, however they are currently closed.
I need clarification from an executive level manager. I need an explanation to how through multiple phone calls, and my email stating I would not be charged, their upper management division can choose to bill me. I understand that we live in a world, that a mans verbal word is worth nothing anymore, however I also have his written word. I believe this must be worth something.
I want to give AT&T an opportunity to make this right. However, after many years of military service, I believe integrity is of utmost importance, I feel AT&T has failed to have integrity. If AT&T chooses to not be of assistance and explain their rationale to me, I intend on contacting every local tv station and media outlet imaginable. In hopes of finding rationale to the billing process. I will release my phone bill, showing the many many frequent phone calls, I will share my email and my list of employees information that made promises to me.
Although this issue has been very chaotic, I still have faith that AT&T will do the right thing. I am looking forward to a quick response.
Sincerely,
Susan

Email below-

[email correspondence removed to comply with guidelines - information available internally]

Good Evening,
I want to start by saying I had 10 years of great service with AT&T. The only reason I terminated my service was due to my military commitment. I was moved to an area with very, very poor service. After many conversations it was agreed that AT&T would honor their commitment to their military, by allowing me out of my contract without fees. My phones were turned off, then turned back on to allow the numbers to be ported to another service provider. During our many conversations with AT&T, I was assured there would be no fees associated with the termination, nor the porting of the phones. Additionally, I requested and received an email from one of the many AT&T representatives reiterating our conversation, and AT&T's commitment to not charge me. I was unable to attach the original email, so I cut and pasted it below. I can however provide the original upon request.
You can imagine how disappointed I was to receive a bill for over $900 for early termination fees. I contacted AT&T. Again I was assured that I would not be charged. He informed me that he would contact higher management, but he was sure I would not be charged. I have that employees name and number as well and will submit upon request. There are no professional words for how dismayed I was when I received an email today, stating my bank would be drafted for the $900+ fees. This evening I contacted the customer service number again. I was informed that my request for dismissal of fees was denied. Additionally, I was told there is no appeal process, and my only discourse is to contact the corporate headquarters. I found the number to the executive offices, however they are currently closed.
I need clarification from an executive level manager. I need an explanation to how through multiple phone calls, and my email stating I would not be charged, their upper management division can choose to bill me. I understand that we live in a world, that a mans verbal word is worth nothing anymore, however I also have his written word. I believe this must be worth something.
I want to give AT&T an opportunity to make this right. However, after many years of military service, I believe integrity is of utmost importance, I feel AT&T has failed to have integrity. If AT&T chooses to not be of assistance and explain their rationale to me, I intend on contacting every local tv station and media outlet imaginable. In hopes of finding rationale to the billing process. I will release my phone bill, showing the many many frequent phone calls, I will share my email and my list of employees information that made promises to me.
Although this issue has been very chaotic, I still have faith that AT&T will do the right thing. I am looking forward to a quick response.
Sincerely,
Susan

Email below-

[email correspondence removed to comply with guidelines - information available internally]

Dispute of early termination fees

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Dec 18, 2013 7:25:06 PM
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Edited by ujmnz on Dec 19, 2013 at 5:26:15 PM

Did you port out all the numbers? Whatever numbers you port would automatically activate the ETF. It's just the way the system works. It's automatic. If an employee cancels the numbers/lines for you, they can manually waive the ETF right then and there. They literally click a checkbox to waive the ETF and reason why.

 

Even then, they did give you wrong information. That's not a proper military cancellation. Military cancellation only applies when you are deployed, with official deployment papers. And only to areas that don't have any coverage on their maps from att. They normally just let you cancel without ETF. I've never seen a military cancellation involving a port out.  That's probably why the request to waive the ETF was denied. I hope corporate is able to help you out. 

 

edit:

This is what I meant by proper military cancellation.

 

You are eligible for one of two types of military deployment cancellations without an early termination fee:

  • Cancel service without holding your number.
  • Cancel service, hold on to your number, and reactivate your service within 39 months. After 39 months, your service is permanently cancelled and you'll lose your number.

Did you port out all the numbers? Whatever numbers you port would automatically activate the ETF. It's just the way the system works. It's automatic. If an employee cancels the numbers/lines for you, they can manually waive the ETF right then and there. They literally click a checkbox to waive the ETF and reason why.

 

Even then, they did give you wrong information. That's not a proper military cancellation. Military cancellation only applies when you are deployed, with official deployment papers. And only to areas that don't have any coverage on their maps from att. They normally just let you cancel without ETF. I've never seen a military cancellation involving a port out.  That's probably why the request to waive the ETF was denied. I hope corporate is able to help you out. 

 

edit:

This is what I meant by proper military cancellation.

 

You are eligible for one of two types of military deployment cancellations without an early termination fee:

  • Cancel service without holding your number.
  • Cancel service, hold on to your number, and reactivate your service within 39 months. After 39 months, your service is permanently cancelled and you'll lose your number.

Re: Dispute of early termination fees

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Dec 19, 2013 4:28:56 AM
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Edited by MicCheck on Dec 19, 2013 at 4:29:57 AM

Susanhale74 wrote:

Good Evening,
I want to start by saying I had 10 years of great service with AT&T. The only reason I terminated my service was due to my military commitment. I was moved to an area with very, very poor service. After many conversations it was agreed that AT&T would honor their commitment to their military, by allowing me out of my contract without fees. My phones were turned off, then turned back on to allow the numbers to be ported to another service provider. During our many conversations with AT&T, I was assured there would be no fees associated with the termination, nor the porting of the phones. Additionally, I requested and received an email from one of the many AT&T representatives reiterating our conversation, and AT&T's commitment to not charge me. I was unable to attach the original email, so I cut and pasted it below. I can however provide the original upon request.
You can imagine how disappointed I was to receive a bill for over $900 for early termination fees. I contacted AT&T. Again I was assured that I would not be charged. He informed me that he would contact higher management, but he was sure I would not be charged. I have that employees name and number as well and will submit upon request. There are no professional words for how dismayed I was when I received an email today, stating my bank would be drafted for the $900+ fees. This evening I contacted the customer service number again. I was informed that my request for dismissal of fees was denied. Additionally, I was told there is no appeal process, and my only discourse is to contact the corporate headquarters. I found the number to the executive offices, however they are currently closed.
I need clarification from an executive level manager. I need an explanation to how through multiple phone calls, and my email stating I would not be charged, their upper management division can choose to bill me. I understand that we live in a world, that a mans verbal word is worth nothing anymore, however I also have his written word. I believe this must be worth something.
I want to give AT&T an opportunity to make this right. However, after many years of military service, I believe integrity is of utmost importance, I feel AT&T has failed to have integrity. If AT&T chooses to not be of assistance and explain their rationale to me, I intend on contacting every local tv station and media outlet imaginable. In hopes of finding rationale to the billing process. I will release my phone bill, showing the many many frequent phone calls, I will share my email and my list of employees information that made promises to me.
Although this issue has been very chaotic, I still have faith that AT&T will do the right thing. I am looking forward to a quick response.
Sincerely,
Susan

Email below-

[email correspondence removed to comply with guidelines - information available internally]


Send a private message to AT&T Customer Care using the link below. Like @ujmnz   said, what they promised you isn't the policy, but I bet the specialists at customer care will be able to work something out, especially for a military family a week before Christmas.

 

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773


Susanhale74 wrote:

Good Evening,
I want to start by saying I had 10 years of great service with AT&T. The only reason I terminated my service was due to my military commitment. I was moved to an area with very, very poor service. After many conversations it was agreed that AT&T would honor their commitment to their military, by allowing me out of my contract without fees. My phones were turned off, then turned back on to allow the numbers to be ported to another service provider. During our many conversations with AT&T, I was assured there would be no fees associated with the termination, nor the porting of the phones. Additionally, I requested and received an email from one of the many AT&T representatives reiterating our conversation, and AT&T's commitment to not charge me. I was unable to attach the original email, so I cut and pasted it below. I can however provide the original upon request.
You can imagine how disappointed I was to receive a bill for over $900 for early termination fees. I contacted AT&T. Again I was assured that I would not be charged. He informed me that he would contact higher management, but he was sure I would not be charged. I have that employees name and number as well and will submit upon request. There are no professional words for how dismayed I was when I received an email today, stating my bank would be drafted for the $900+ fees. This evening I contacted the customer service number again. I was informed that my request for dismissal of fees was denied. Additionally, I was told there is no appeal process, and my only discourse is to contact the corporate headquarters. I found the number to the executive offices, however they are currently closed.
I need clarification from an executive level manager. I need an explanation to how through multiple phone calls, and my email stating I would not be charged, their upper management division can choose to bill me. I understand that we live in a world, that a mans verbal word is worth nothing anymore, however I also have his written word. I believe this must be worth something.
I want to give AT&T an opportunity to make this right. However, after many years of military service, I believe integrity is of utmost importance, I feel AT&T has failed to have integrity. If AT&T chooses to not be of assistance and explain their rationale to me, I intend on contacting every local tv station and media outlet imaginable. In hopes of finding rationale to the billing process. I will release my phone bill, showing the many many frequent phone calls, I will share my email and my list of employees information that made promises to me.
Although this issue has been very chaotic, I still have faith that AT&T will do the right thing. I am looking forward to a quick response.
Sincerely,
Susan

Email below-

[email correspondence removed to comply with guidelines - information available internally]


Send a private message to AT&T Customer Care using the link below. Like @ujmnz   said, what they promised you isn't the policy, but I bet the specialists at customer care will be able to work something out, especially for a military family a week before Christmas.

 

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Dispute of early termination fees

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Dec 20, 2013 8:29:13 AM
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Community Manager

Hello @Susanhale74 

 

I'm sorry for any miscommunication and confusion. Like MicCheck suggested, if you can send us a private message, our Social Media Care team will help you with anything they can. You can use this link.

 

Thank you,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Hello @Susanhale74 

 

I'm sorry for any miscommunication and confusion. Like MicCheck suggested, if you can send us a private message, our Social Media Care team will help you with anything they can. You can use this link.

 

Thank you,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Dispute of early termination fees

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Dec 23, 2013 9:25:44 AM
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Community Support

Hi Susanhale74,

 

We received your private message, and one of our managers will be reaching out to you to look into this.

 

Thanks,

 

Jenn S.

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Follow us on: Twitter @ATTCustomerCare • FaceBook AT&T • YouTube AT&T

Hi Susanhale74,

 

We received your private message, and one of our managers will be reaching out to you to look into this.

 

Thanks,

 

Jenn S.

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Follow us on: Twitter @ATTCustomerCare • FaceBook AT&T • YouTube AT&T

Re: Dispute of early termination fees

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Dec 24, 2013 10:55:54 AM
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I'm glad a manager will take care of it. There's a special coding that gets applied when the line is manually cancelled, basically specifying the fees shouldn't be applied due to military reasons. When it gets ported out, that doesnt happen, since we're essentially getting the cancellation request from the outside carrier. For very high adjustments like that, a review team checks on the details, and if based on the information they decide it doesn't justify it they will deny it. There's no way to circumvent it, but a manager's notation does carry heavy weight in making it a valid request.
I can imagine that, without know the logistics, it can really seem like the ball was dropped in a big way. I suspect maybe not enough information was included for the review team, but otherwise the logistics dictates is the way it does need to work.
-Alex
I'm glad a manager will take care of it. There's a special coding that gets applied when the line is manually cancelled, basically specifying the fees shouldn't be applied due to military reasons. When it gets ported out, that doesnt happen, since we're essentially getting the cancellation request from the outside carrier. For very high adjustments like that, a review team checks on the details, and if based on the information they decide it doesn't justify it they will deny it. There's no way to circumvent it, but a manager's notation does carry heavy weight in making it a valid request.
I can imagine that, without know the logistics, it can really seem like the ball was dropped in a big way. I suspect maybe not enough information was included for the review team, but otherwise the logistics dictates is the way it does need to work.
-Alex
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Dispute of early termination fees

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Dec 26, 2013 4:00:31 PM
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Lesson learned - don't take anyone's word for it when they tell you you won't be charged ETF.

 

Same thing happened to me when I canceled a line based on ATT's word that ETF wouldn't apply. It took a lot of time and effort but I got them to stand by thier word.

 

Way to go, ATT. Support our troops!

Lesson learned - don't take anyone's word for it when they tell you you won't be charged ETF.

 

Same thing happened to me when I canceled a line based on ATT's word that ETF wouldn't apply. It took a lot of time and effort but I got them to stand by thier word.

 

Way to go, ATT. Support our troops!

Re: Dispute of early termination fees

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