06-09-2014 6:35 PM
Today I installed the TV and the internet service from AT&T but I suddently found the promise from the representative online is NOT fullfilled. When I placed the order, I ever checked with her about the credit check fee 449$. At the begnning, she told me that it can't be refundable. But after I told her that one of my colleague with the similar credit history with me was NOT charged such fee, she went to confirm with her manage and gave me such promise below. I have the whole chat history but only attached the important part below.
Debby: XXXX, I have checked with my Manager and he said that the deposit money will be refundable once your contract over.
XXXX: ok, so what should I do now?
Debby: You need not to worry, you just need to pay the $449.00 deposit money right now once the contract is over you will get that money or else adjusted in your bills.
Debby: Sounds good?
XXXX: I want to clarify the meaning of the contract over. For example, if I order it for one year, then I will get the $449 back after one year, right?
Debby: Yes, you are absolutely correct.
XXXX: that's ok.
XXXX: and what's the meaning of the bills adjustment?
Debby: The deposit amount will be reduced in your monthly bill after the contract period.
XXXX: oh, I got it.
XXXX: Is that mentioned in our contract?
XXXX: I mean if there will be a statement about the deposit which will be refunded in our contract.
Debby: Absolutely! You will receive an email regarding all the plans and amount in detail.
Today after my installation and registration, I checked my account and order. There's nothing mentioned about that. Then I called the AT&T customer service and they told me that this feed can NOT be refunded. Thus, how could the AT&T representative (Debby) provid such promise?
06-11-2014 8:19 AM - edited 06-11-2014 8:23 AM
From the AT&T terms of service:
Advance Payments, Deposits, Fees and Limits. We may require you to make deposits or advance payments for Services, which we may use to satisfy your initial bill for Services, to offset against any unpaid balance on your account, or as otherwise set forth in these TOS or permitted by law. Interest will not be paid on advance payments or deposits unless required by law. We may require additional advance payments or deposits if we determine that the initial payment was inadequate. Upon determination solely by AT&T of satisfactory payment history or as required by law, AT&T may begin refunding of the deposit or advance payment through bill credits, cash payments, or as otherwise determined solely by AT&T. Based on your creditworthiness, a non-refundable fee may be required to establish service and we may require you to enroll, and remain enrolled, in an automatic payment or electronic funds transfer plan. We may establish additional limits and restrict service or features as we deem appropriate. If your account balance goes beyond the limit we set for you, we may immediately interrupt or suspend service until your balance is brought below the limit. Any charges you incur in excess of your limit become immediately due.
Entire terms of service here: http://www.att.com/u-verse/att-terms-of-service.js
If you want further clarification I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.
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06-11-2014 9:16 AM
I've learned from reading here and elsewhere that the people's who job it is to sell these services will say or promise anything to make a sale. Reading the fine print and checking channel availability lists are just two things people should do before entering into a contract with AT&T or any other company selling TV services or any service that requires a legal commitment.
06-11-2014 10:30 AM
Thanks a lot for your replies. I will contact the ATT customer service further since that's definitely a cheat.
06-14-2014 4:34 PM
Actually from what I have read over the years, that $499 fee w/be repaid in $5 monthly credits, meaning it will take 100 months of flawless payment on your Uverse service to recoup it.
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