Internet Installation Fee for trying to manage account

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Internet Installation Fee for trying to manage account

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I frequently manage my account online. A few months ago, I was offered a free 3 month trial of HBO/Cinemax, which I accepted. The three months ran out the 10th. I tried to remove it from my TV service on the 9th and 10th, but couldn't kept getting an error about online account changes not being available. I tried again on the 11th and 12th, and it let me drop the package, but it then tries to add a $99 internet installation fee. I've never seen this before when I've made account changes. How on earth can AT&T charge me $99 just to drop the channels I added online as part of a trial promotion when the promotion is over. I know there is supposedly a fee for canceling a premium channel within 30 days of activation, but I activated the package 90 days ago, so that shouldn't apply. Is this happening to anyone else?

Message 1 of 4 (380 Views)
ACE - Professor

Re: Internet Installation Fee for trying to manage account


rstokc wrote:

I frequently manage my account online. A few months ago, I was offered a free 3 month trial of HBO/Cinemax, which I accepted. The three months ran out the 10th. I tried to remove it from my TV service on the 9th and 10th, but couldn't kept getting an error about online account changes not being available. I tried again on the 11th and 12th, and it let me drop the package, but it then tries to add a $99 internet installation fee. I've never seen this before when I've made account changes. How on earth can AT&T charge me $99 just to drop the channels I added online as part of a trial promotion when the promotion is over. I know there is supposedly a fee for canceling a premium channel within 30 days of activation, but I activated the package 90 days ago, so that shouldn't apply. Is this happening to anyone else?


It seems like another customer mentioned a similar glitch a few weeks ago. 

 

I would recommend you send a private message to AT&T Customer Care using the link below.

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.
Message 2 of 4 (345 Views)
Community Manager

Re: Internet Installation Fee for trying to manage account

Hello @rstokc 

 

That definitely doesn't sound right, please send us a private message like MicCheck suggested, one of our specialist will be happy to help you get it sorted out.

 

Please let me know if you have any questions.

 

Thank you,

Dmitriy


Rethink Possible


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Employee Contributor*
*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.
Message 3 of 4 (319 Views)
Employee

Re: Internet Installation Fee for trying to manage account

That definitely has to be a glitch on the website. In no way shape or form is there a $99 fee for removing those channels. Even if the order showed that this fee, the individual processing the order would not charge the fee. They would simply go into your account, remove the channels (at no charge), and send you an email back that it's been done. I've actually heard this from other customer's who were trying to make similar changes on our website and seeing this fee.

Employee Contributor*
*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.
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