Deposit or fee? How do I get my $449 deposit back?

Tutor

Deposit or fee? How do I get my $449 deposit back?

I have moved over to California from the UK for a year and have just been into an At&T store in Livermore to sign up to U-verse. As I have no credit history in the US they required a $449 deposit. It was made quite clear by the staff member this was a deposit which I understood to mean it would be refunded at the end of the contract. On receiving my first bill I noted it stated "one time credit fee $449" I went in to clarify that this was indeed a deposit as stated and agreed when in the store and not a fee but as no one was sure they said they would call me back. I have since been contacted by 2 separate people from AT&T who each time are not aware of the AT&T policy and say they will need to speak to their supervisors and call me back. I am still in my 30 days cool off period (just) but no one seems to know if that includes the $449 deposit/fee. There is no way I would sign up to pay $449 for the privilege of paying a further monthly fee for broad band. for one year only. I was quite clear that I was here fro one year and was expressly told it was a deposit. At no time was I ever made aware it was a non refundable fee as I would never have continued with this purchase if I had been made aware. Please and someone advise?

Message 1 of 28 (7,159 Views)
Community Support

Re: Deposit or fee? How do I get my $449 deposit back?

Hi @Nickyb,

 

I apologize about the issues you are having with getting your deposit back, but we will be glad to help. Please send us a detailed message by clicking here. Be sure to include your name, account number, phone number, and the best time to reach you. 


Keep an eye on the at the top right corner of your screen for a response.

In the meantime, let me know if you have any other questions or concerns!

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 2 of 28 (7,071 Views)
Highlighted
Tutor

Re: Deposit or fee? How do I get my $449 deposit back?

Just a quick update. I checked my ATT account today and indeed it does appear that AT&T have removed the $449 charge from my account so I'l check it has gone back to my credit card. However my AT&T account now states that I am $449 in debit. To be fair the customer care lady did advise this may happen and if it did she would keep an eye on the account and re-credit it with $449 if this happened. I've also been advised that a customer care manager will contact me shortly as well regarding this issue. I'll keep you all posted.

Message 3 of 28 (7,037 Views)
Community Manager

Re: Deposit or fee? How do I get my $449 deposit back?

Thank you,

 

Yes, please keep us posted and let us know if you need anymore help.

 

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 4 of 28 (6,984 Views)
Contributor

The exact same thing has happened to me. If you can help...

[ Edited ]

The exact same thing has happened to me. If you can help me my name is Daniel. Account number

 

[edited for privacy-please do not post personal information]

Message 5 of 28 (6,464 Views)
Contributor

My number is 8153834766 best time to reach me is after 2p...

[ Edited ]

My number is **** best time to reach me is after 2pm central time

 

[edited for privacy-please do not post personal information]

Message 6 of 28 (6,462 Views)
ACE - Master

Re: My number is 8153834766 best time to reach me is after 2p...

Please do not post personal info for all to see.

*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 7 of 28 (6,458 Views)
Voyager

Re: Deposit or fee? How do I get my $449 deposit back?

[ Edited ]

I have exactly the same problem, who can help me to get the deposit back??

when I paid over the phone, I was clearly told it was a deposit but when the bill comes in, they say it is a one time charge!!!! I am assigned by company to work in  Houston only for two years and no one wants to pay 449 dollar to just get the service.

my account number is

please help me , thank you.

 

Alice

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]



Message 8 of 28 (6,055 Views)
ACE - Expert

Re: Deposit or fee? How do I get my $449 deposit back?

[ Edited ]

alice1998k wrote:

I have exactly the same problem, who can help me to get the deposit back??

when I paid over the phone, I was clearly told it was a deposit but when the bill comes in, they say it is a one time charge!!!! I am assigned by company to work in  Houston only for two years and no one wants to pay 449 dollar to just get the service.

my account number is 136 876 394..

please help me , thank you.

 

Alice




When you pay on-time and continue paying on-time, you will start getting a $5 credit on your bill returning the deposit.  It may take 7 1/2 years to get it all back.

 

The $499 is to guarantee payment of the equipment return if the user defaults and does not return the units. Smiley Wink

 

Edit:  If you want to cancel service and try to get the $499 back, click the ATT Customer Care link in my signature, send the PM, explain your situation.

 

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

 

Check the blue PM envelope, upper right on every page, for their reply. Good luck.

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*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 9 of 28 (6,047 Views)
Voyager

Re: The exact same thing has happened to me. If you can help...

did they solve yours? i have same problem

Message 10 of 28 (6,046 Views)
Voyager

Re: Deposit or fee? How do I get my $449 deposit back?

Thank you very much for your reply.

i am not canceling service now since it is a one year contract.

but by end of next June, the one year finishes, i wish they can credit it back to me at that time.

but now they are keeping on saying it is one time charge.

 

Alice

Message 11 of 28 (6,016 Views)
ACE - Expert

Re: Deposit or fee? How do I get my $449 deposit back?


alice1998k wrote:

Thank you very much for your reply.

i am not canceling service now since it is a one year contract.

but by end of next June, the one year finishes, i wish they can credit it back to me at that time.

but now they are keeping on saying it is one time charge.

 

Alice


No, only the $5/month on on-time payment, you'll lose the rest unluckily.

 

It is a one time charge, that you can get back at $5/mo.  I have it seen from ATT and ATT employees. Smiley Wink

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*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 12 of 28 (6,012 Views)
Tutor

Re: Deposit or fee? How do I get my $449 deposit back?

Wow.  The exact same thing happend to my daughter, who has no credit history.

 

A deposit is a deposit, not a fee.  How misleading is that!  In my view it is theft.

 

I am in the midst of a battle to get it back.  

 

Who out there has had the same problem, and how do you get ATT to give the money back?

 

For you ATT folks watching--your practice is unethical - it is theft.  If you are keeping the money you need to say so rather than lie about it.  You need to stop.  

 

Greg

Message 13 of 28 (4,620 Views)
ACE - Professor

Re: Deposit or fee? How do I get my $449 deposit back?

If you read the terms and conditions of you signing up for service you'll notice that the $449 is a fee. https://www.att.com/shop/u-verse/termsofservice.html

 


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.
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*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 14 of 28 (4,609 Views)
Tutor

Re: Deposit or fee? How do I get my $449 deposit back?

The agent on the phone said it was a "deposit" not a "fee" and it was refundable.  Time to stand-up to your words.

 

Time for me to call the better business bureau or a lawyer, or both.

Message 15 of 28 (4,569 Views)
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