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Posted Nov 25, 2013
3:21:29 PM
Ridiculous charges for a long time customer

I just spoke to AT&T customer support for a long while trying to get this resolved. I have been trying to save a bit of money and recently cancelled my plan with AT&T.

 

I requested an unlock code to unlock and finally got a response with the code on the 18th of this month. Immediately after getting the code, I called and cancelled my service so I could finally switch carriers. I had also made a full payment about a week before the cancel, and was told that I was paid through November. I requested an immediate cancellation even though I was pre-paid, so that I would avoid any further charges.

 

However, I received another bill for another full month of service, which I did not use at all. Apparently the cancellation happened on the exact same day that the next bill period started. I was told that I could not avoid the charges, even though I cancelled immediately, because there was 22 minutes of usage on my account. But, the usage on the account was ONLY to call the 1 800 number listed on the AT&T website to cancel, and I am not supposed to be charged for this. Please feel free to look at my usage history to verify this as I know it's true.

I was ALSO told that there would be yet another bill after the current one, and I am completely baffled. Can somebody PLEASE explain to me how this possible? I should have no cancellation fee of any kind, as I have been well past my contract date for years.

 

If I can't get this settled, I am considering bringing it to court. If you can't tell already, I am really quite upset about this.

 

Thanks,

 

Mike Holston

I just spoke to AT&T customer support for a long while trying to get this resolved. I have been trying to save a bit of money and recently cancelled my plan with AT&T.

 

I requested an unlock code to unlock and finally got a response with the code on the 18th of this month. Immediately after getting the code, I called and cancelled my service so I could finally switch carriers. I had also made a full payment about a week before the cancel, and was told that I was paid through November. I requested an immediate cancellation even though I was pre-paid, so that I would avoid any further charges.

 

However, I received another bill for another full month of service, which I did not use at all. Apparently the cancellation happened on the exact same day that the next bill period started. I was told that I could not avoid the charges, even though I cancelled immediately, because there was 22 minutes of usage on my account. But, the usage on the account was ONLY to call the 1 800 number listed on the AT&T website to cancel, and I am not supposed to be charged for this. Please feel free to look at my usage history to verify this as I know it's true.

I was ALSO told that there would be yet another bill after the current one, and I am completely baffled. Can somebody PLEASE explain to me how this possible? I should have no cancellation fee of any kind, as I have been well past my contract date for years.

 

If I can't get this settled, I am considering bringing it to court. If you can't tell already, I am really quite upset about this.

 

Thanks,

 

Mike Holston

Ridiculous charges for a long time customer

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Nov 25, 2013 6:03:07 PM
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Edited by MikeHolston on Nov 25, 2013 at 6:03:47 PM

I will note that per instructions on the website, it is cleary stated that I am supposed to call from my at&t phone to cancel:

http://www.att.com/esupport/article.jsp?sid=53601&cv=820#fbid=XHPEzLO7Rmz

I will note that per instructions on the website, it is cleary stated that I am supposed to call from my at&t phone to cancel:

http://www.att.com/esupport/article.jsp?sid=53601&cv=820#fbid=XHPEzLO7Rmz

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Nov 25, 2013 7:50:12 PM
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Edited by ujmnz on Nov 25, 2013 at 7:50:51 PM

it sounds as though because you cancelled on the day of the new bill cycle, you were charged for the full month. It's recommended you cancel before the end of the cycle. The rep on the phone that cancelled should have noticed this to at least let you know, but it's still standard policy. 

it sounds as though because you cancelled on the day of the new bill cycle, you were charged for the full month. It's recommended you cancel before the end of the cycle. The rep on the phone that cancelled should have noticed this to at least let you know, but it's still standard policy. 

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Nov 26, 2013 6:08:42 AM
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Hello MikeHolston, welcome to the forums!

 

I'm sorry for the issue you're experiencing. Because it's account specific, please send us a private message by clicking here and one of our specialists will contact you to help. Please include your full name, phone number and the best time you can be reached.

 

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 MikeHolston, welcome to the forums!

 

I'm sorry for the issue you're experiencing. Because it's account specific, please send us a private message by clicking here and one of our specialists will contact you to help. Please include your full name, phone number and the best time you can be reached.

 

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: Ridiculous charges for a long time customer

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Nov 26, 2013 8:24:30 AM
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Edited by MikeHolston on Nov 26, 2013 at 1:37:49 PM

ujmnz wrote:

it sounds as though because you cancelled on the day of the new bill cycle, you were charged for the full month. It's recommended you cancel before the end of the cycle. The rep on the phone that cancelled should have noticed this to at least let you know, but it's still standard policy. 


 

 

 

I "can" understand this portion of it, even though if it were any other business they would recognize how messed up it is and how long I've been a loyal customer and not shaft me.

My biggest concern was the "second" bill that he was mentioning. As I said, I don't even see how that's possible.


ujmnz wrote:

it sounds as though because you cancelled on the day of the new bill cycle, you were charged for the full month. It's recommended you cancel before the end of the cycle. The rep on the phone that cancelled should have noticed this to at least let you know, but it's still standard policy. 


 

 

 

I "can" understand this portion of it, even though if it were any other business they would recognize how messed up it is and how long I've been a loyal customer and not shaft me.

My biggest concern was the "second" bill that he was mentioning. As I said, I don't even see how that's possible.

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Nov 26, 2013 8:27:14 AM
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Thanks Dmitriy... I'll send a pm now.

Thanks Dmitriy... I'll send a pm now.

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Dec 3, 2013 1:41:26 PM
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I decided to pay the pending bill yesterday. Later in the day I received a call from a very nice woman responding to my email who informed me that there will be no further bills, and that my balance should remain at $0. If this is true and she wasn't lying to me then I am a happy customer! It's unfortunate that the other customer support representative would have made me think otherwise.

I'll keep you updated.
I decided to pay the pending bill yesterday. Later in the day I received a call from a very nice woman responding to my email who informed me that there will be no further bills, and that my balance should remain at $0. If this is true and she wasn't lying to me then I am a happy customer! It's unfortunate that the other customer support representative would have made me think otherwise.

I'll keep you updated.

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Dec 4, 2013 10:29:57 AM
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Thank you for the update and if you need help with anything else, please let us know.

 

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.

Thank you for the update and if you need help with anything else, please let us know.

 

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: Ridiculous charges for a long time customer

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Dec 23, 2013 8:15:29 AM
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Edited by Taylarie on Dec 23, 2013 at 8:29:32 AM

Thanks Dmitriy.

Another bill has just shown up, for 50 cents. It says that it is for 12 text messages. My SIM card has been out since I switched, so these have to be being charged in error. Can you please look into it?

Thanks,
-Mike {Personal content removed for your safety}

Thanks Dmitriy.

Another bill has just shown up, for 50 cents. It says that it is for 12 text messages. My SIM card has been out since I switched, so these have to be being charged in error. Can you please look into it?

Thanks,
-Mike {Personal content removed for your safety}

Re: Ridiculous charges for a long time customer

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Dec 24, 2013 7:17:32 AM
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Community Support

We can certainly try to assist. As Dmitriy stated, send us a Private Message here with your account and contact information and one of our specialists will be in touch within 2 business days. 

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.

We can certainly try to assist. As Dmitriy stated, send us a Private Message here with your account and contact information and one of our specialists will be in touch within 2 business days. 

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.

*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: Ridiculous charges for a long time customer

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ATTJulieCS wrote:

We can certainly try to assist. As Dmitriy stated, send us a Private Message here with your account and contact information and one of our specialists will be in touch within 2 business days. 


Thank you Julie. I have sent a message and will be waiting for another call back.


ATTJulieCS wrote:

We can certainly try to assist. As Dmitriy stated, send us a Private Message here with your account and contact information and one of our specialists will be in touch within 2 business days. 


Thank you Julie. I have sent a message and will be waiting for another call back.

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