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Posted Oct 31, 2013
9:39:06 AM
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Overbilling, Lack of communication

I was in an ATT store in September, upgraded a line under my account, and then they told me that for my account I can get a laptop connect for free that it comes with my account. So they gave me the device and they activated it. Last month, I saw my monthly bill, and was shocked because they charged me with the activation fee for the laptop connect device, I called customer support and told them that I was not informed about this, I even said that I would like the line to be cancelled because I am not using it, but instead they said they are willing to waive the activation fee and so they adjusted my bill. And then this month, I was reviewing my bill, they are charging me with $20 a month for the device which they said was free when I was in the store, so I called customer service again and they said that it's under a 2 yr contract that would end in Sept 2015, and I would have to pay for termination fee which is $146. This is absolutely wrong!!! When I called customer support last month, I wanted it to be cancelled but they did not, they just waived the activation fee, they did not tell me that the device is under a contract for 2 years when I called at that time and when I was in the store in Sept. I am not a happy customer right now! They should have told me that it's not free and it's with a 2 yr contract in the first place when I was in the store and last month when I wanted it to be cancelled. So wrong! It seems like no one can help me right now. I want to cancel the device now and I don't want to pay any cent for it, I have never used it, if you want to check its usage, it's still even in the same box they gave me. Opened it once but have never used it. Anybody had the same problem?

I was in an ATT store in September, upgraded a line under my account, and then they told me that for my account I can get a laptop connect for free that it comes with my account. So they gave me the device and they activated it. Last month, I saw my monthly bill, and was shocked because they charged me with the activation fee for the laptop connect device, I called customer support and told them that I was not informed about this, I even said that I would like the line to be cancelled because I am not using it, but instead they said they are willing to waive the activation fee and so they adjusted my bill. And then this month, I was reviewing my bill, they are charging me with $20 a month for the device which they said was free when I was in the store, so I called customer service again and they said that it's under a 2 yr contract that would end in Sept 2015, and I would have to pay for termination fee which is $146. This is absolutely wrong!!! When I called customer support last month, I wanted it to be cancelled but they did not, they just waived the activation fee, they did not tell me that the device is under a contract for 2 years when I called at that time and when I was in the store in Sept. I am not a happy customer right now! They should have told me that it's not free and it's with a 2 yr contract in the first place when I was in the store and last month when I wanted it to be cancelled. So wrong! It seems like no one can help me right now. I want to cancel the device now and I don't want to pay any cent for it, I have never used it, if you want to check its usage, it's still even in the same box they gave me. Opened it once but have never used it. Anybody had the same problem?

Overbilling, Lack of communication

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Oct 31, 2013 11:17:01 AM
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It sounds like you agreed not to cancel the account after they waived the activation fee. I don't think you can claim that you have been trying to cancel since day one.

 

I find it really hard to believe that an AT&T store would tell you that a $170 device is just free as part of your existing plan, and apparently also includes free service. I think you most likely misunderstood them, but even if they did say that, at some point the customer does have some responsibility to be skeptical - I mean, if one particular salesperson told you that it includes a free car, would you believe that too? Chances are, you either signed or clicked a contract agreeing to the charges you are getting.

It sounds like you agreed not to cancel the account after they waived the activation fee. I don't think you can claim that you have been trying to cancel since day one.

 

I find it really hard to believe that an AT&T store would tell you that a $170 device is just free as part of your existing plan, and apparently also includes free service. I think you most likely misunderstood them, but even if they did say that, at some point the customer does have some responsibility to be skeptical - I mean, if one particular salesperson told you that it includes a free car, would you believe that too? Chances are, you either signed or clicked a contract agreeing to the charges you are getting.

Re: Overbilling, Lack of communication

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Nov 7, 2013 7:49:22 AM
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Edited by ATTMarianaCM on Nov 7, 2013 at 7:50:13 AM

Hello, @Glorian !

 

Thanks for your post! I'm very sorry to hear about the confusion and miscommunication surrounding your recent purchase. I know how frustrating it is to have an unexpected charge on your bill.

 

If you don't mind, please send us a private message by clicking here so we can investigate further. In your message, please provide your name, phone number, email address, and the best time to reach you. Keep an eye on the little blue envelope icon in the top right corner of your screen for a response.

 

In the meantime, feel free to message me with any additional questions or concerns!

 

-Mariana


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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, @Glorian !

 

Thanks for your post! I'm very sorry to hear about the confusion and miscommunication surrounding your recent purchase. I know how frustrating it is to have an unexpected charge on your bill.

 

If you don't mind, please send us a private message by clicking here so we can investigate further. In your message, please provide your name, phone number, email address, and the best time to reach you. Keep an eye on the little blue envelope icon in the top right corner of your screen for a response.

 

In the meantime, feel free to message me with any additional questions or concerns!

 

-Mariana


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.

Re: Overbilling, Lack of communication

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Nov 9, 2013 12:37:55 AM
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Moved for better exposure


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: Overbilling, Lack of communication

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