AT&T Community Forums

12 Months - contract fulfilled - yet cannot cancel yet - no promo availi"?

Hi,

Can someone please help me? I have made several calls to Customer Service & via chat have have never been given the same answer.

Last year - this month I signed up with AT&T for Uverse/Internet for a 1 year term. I knew the term was ending in March and I always try and be pro-active as I am on a limited budget so I started shopping and looking at options pricewise.

I contacted Customer Service in the last month asking about my options for staying at the current rate I have of $100.96 or less and was told to wait until last bill cycles (to fulfull 12 months) to get best deal. I was given other deals that were at least $20 to $30 more at that time also.

I also mentioned I was receiving competitive pricing from other providers and if needed I could be cancelling or have to cancel and come back in 30 days to get near close rates again. I have U200 / 18MBPs net.

I was told by a Rep to call back when I paid my March bill = 12 month fulfullment and go to rentention to cancel and they should be able to look at options for me. If not, advise I needed to cancel so that they could get me started on the return process.

I paid the bill yesterday, called this morning spoke to someone in Retention who was only able to give me a deal that would be $20 more than what I was currently paying. I then asked to cancel my service.

He advised if I canceled I would be charged a Termination Fee? of $15? How can that be? I have fulfilled my 12 months with AT&T, paid the bill in full. I was advised that I needed to cancel on the date that the contract was fulfilled on 3/21/15.

I don't understand how each rep I have spoken to gives me a different answer. If I were to cancel my service on 3/21/15 a new bill will be cycled for April/15. My bill is due on 3/18/15. Why do I want to pay for April services when I want to cancel for March when I have already paid the bill and the term is fullfilled, and on my bill you have already terminated my special promotional rate?

Can someone please help me?

Responses

Jeffster

ACE - Professor

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2.6K Messages

9 years ago

You can send a private message to the escalation team at ATT Customer Care and someone will get in touch with you in two to three business days to help you get a resolution to your problems.

To check for their reply, click the little blue envelope.

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Anonymous

New Member

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25.7K Messages

9 years ago

@cinder01 I just went thru the exact issue. My rate increased by $20 a month. That was the best promo they had available. I was told however that I could call back in 3 months or so and see if there was anything better and they could re-do the 1 year commitment with the new promo if one is available.

It appears that the promo's running right now are not as robust as in the past. I don't see you getting the rate you want, or less then your paying now. Please do what Jeffster suggested and send a PM to Customer Care to see if they can help but I wouldn't hold my breath.

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cinder01

Contributor

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7 Messages

9 years ago

Thank you I

@Jeffster wrote:

You can send a private message to the escalation team at ATT Customer Care and someone will get in touch with you in two to three business days to help you get a resolution to your problems.

To check for their reply, click the little blue envelope.

Jeffster,

Thank you for the prompt reply much appreciated!

I will send a PM to the Team and see if or how they can help me.

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cinder01

Contributor

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7 Messages

9 years ago

@BeeBeeSA wrote:

@cinder01 I just went thru the exact issue. My rate increased by $20 a month. That was the best promo they had available. I was told however that I could call back in 3 months or so and see if there was anything better and they could re-do the 1 year commitment with the new promo if one is available.

It appears that the promo's running right now are not as robust as in the past. I don't see you getting the rate you want, or less then your paying now. Please do what Jeffster suggested and send a PM to Customer Care to see if they can help but I wouldn't hold my breath.

@BeBeeSA,

Thank you for also replying to my message. I wasn't sure if you are able to do multi-quoting here in a reply so I just did single replying to both of you 🙂

Sorry you have to go thru the Promotion rate game. I went thru that for many years with a Competitor & that is one of the reasons why I left was to avoid that & was assured when I signed up w/AT&T that at the end of the term I would be able to find same or a near rate and wouldn't have to play 'the game'. (And, yet here we go again).

I will reach out to the Escalation Team and see what they can tell me. I just want a truthful answer about Canceling & a firm rate. If I need to downsize or get rid of Uverse completely and just use the Internet that may just be an option also.

I stopped remaining positive & holding my breath after my first few conversations w/Customer Service (rinse/repeat) Doing what one Rep tells you to do gets you another result from another. Smiley Frustrated But we shall see...