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Formal Complaints to the FCC

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Formal Complaints to the FCC

I wish to file a formal complaint against AT&T, for their billing practices, and lack of accountability.  Has anyone had success doing this, and if so, could you provide some insight into the best way to concisely file a complaint?  I honestly feel AT&T has gottten too big to address any issue.  It is really hit or miss when calling customer service, or billing, and hang-ups are routine.  I went to the local AT&T store this evening, out of total frustration, and they hung up on their own associate twice.  I provided my AT&T statement, and two bank statements.  The associate could see why I was upset, and spent over an hour trying to help.  It's beyond ridiculous.  So far they have managed to have $125 in bank fees charged to a checking account I am unable to close, because they are charging payments to it, without my permission.  They backed out a payment, over a month after it was paid, caused another fee, then suspended my account for non-payment.  It's nuts.  Thanks to all for any and all help.  I'm ready to organize a boycott at this point.  The word customer seems foreign to them  -- which makes sense in retrospect, as it appears they outsource their billing.   

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Message 1 of 110
Community Manager

Re: Formal Complaints to the FCC

 

Hello @davidvsgoliath Welcome to the Forums!

 

I'm very sorry you're having some issues with your billing. The ATTMobilitycare team will be happy to help you! Please send a private message by clicking here. Please include your full name, phone number, account number and the best time you can be reached.

 

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 2 of 110
Tutor

Re: Formal Complaints to the FCC

I, too am interested in filing a complaint with the FCC about AT&T's billing practices.  I left AT&T last month for another carrier for a number of reasons, and the experience I just had with customer service folks just sealed the deal on me never returning.  Spoiler alert:  if you ever decide to leave ATT you better leave on the very last day of your billing period.  They bill in advance and do not return any of your money even though you no longer have service for the period they are keeping your money for.

Message 3 of 110
ACE - Expert

Re: Formal Complaints to the FCC


TARowley wrote:

I, too am interested in filing a complaint with the FCC about AT&T's billing practices.  I left AT&T last month for another carrier for a number of reasons, and the experience I just had with customer service folks just sealed the deal on me never returning.  Spoiler alert:  if you ever decide to leave ATT you better leave on the very last day of your billing period.  They bill in advance and do not return any of your money even though you no longer have service for the period they are keeping your money for.


Guess what, when/if you leave your current carrier, they will do the same thing. None of the wireless carriers prorate the final month's bill. By the way, I'm pretty sure the FCC does not regulate billing practices. Not that it will do any good to complain, though. The thing you want to complain about is in the wireless agreement that you agreed to. 

*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 4 of 110
Professor

Re: Formal Complaints to the FCC

Clearly stated in the TOS, which is your contract.

 

http://www.att.com/legal/terms.wirelessCustomerAgreement.html#whatIsTheTermOfMyService

 

1.5   How Does AT&T Calculate My Bill?

Usage and monthly fees will be billed as specified in your customer service summary or rate plan information online. If the Equipment you order is shipped to you, your Services may be activated before you take delivery of the Equipment so that you can use it promptly upon receipt. Thus, you may be charged for Services while your Equipment is still in transit. If, upon receiving your first bill, you have been charged for Services while your Equipment was in transit, you may contact Customer Care 1-800-331-0500 to request a credit. Except as provided below, monthly Services and certain other charges are billed one month in advance, and there is no proration of such charges if Service is terminated on other than the last day of your billing cycle. Monthly Service and certain other charges are billed in arrears if you’re a former customer of AT&T Wireless and maintain uninterrupted Service on select AT&T rate plans, however, if you elect to receive your bills for your Services combined with your wireline phone bill (where available) you will be billed in advance as provided above. You agree to pay for all services used with your Device.



"Customers helping customers; not always successfully"
Message 5 of 110
ACE - Expert

Re: Formal Complaints to the FCC

Wouldn't that be the FTC?

Not that it matters when the billing practices are clearly spelled out and the same for all postpaid carriers.

 

 

(The following is included after all posts to save typing) We are customers too, NOT employees. Our answers are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
*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 6 of 110
Contributor

Re: Formal Complaints to the FCC

UMMM, Mr 4G Sandblaster employee.  Just last year (2015) I recieved a check from Comcast when disconnected service.  It took some time for them to mail the check. Due to their mailing check to incorrect address 2 or 3x or whatever excuse they could find to delay.  However with persistance. I got the money owed after disconnecting service with them.  People whenever possible pay the bill the day you sign up and do it in the name of Jesus. He's our only hope.

Ye 'shuah is King!

Message 7 of 110
Employee

Re: Formal Complaints to the FCC

Comcast is not a cellular phone service either. None of the major cellular companies prorate the final month's bill. Not Verizon. Not AT&T. Not T-Mobile. Not Sprint, US Cellular and the majority of the prepaid carriers will not refund anything upon cancellation.

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 8 of 110
Tutor

Re: Formal Complaints to the FCC

I'm actually going to file a complaint with the FCC FTC OAG AND BBB,,,,then take my notes and the number of the regional manager and call records 

What they did to my mom and dad was just an out right bait and switch.

 

The staff has lied and lied and lied.....not ONE willing to help

Promises of call backs......nope

Honor the promo....nope

Instead....blatantly lied to

Message 9 of 110
Tutor

Re: Formal Complaints to the FCC

I also will be filing FCC/FTC/BBB/AG complaints about incorrect and unethical billing practices simply because your company has sour grapes that I left over ongoing technical issues, billing issues, and horrible service.  I couldn't use my SMS to send picture texts due to the outdated Microcells you send, you moved me OUT of the coverage area in my town, then billed me wrong 2 months in a row.  When I cancelled out of frustration, now you refuse to credit what I didn't use.  I have TONS of Facebook pages I have for multiple things and I will post to EVERYONE (heard of Pokemon GO) the pages they have will be told in DETAIL about horrible ATT and how much better T-Mobile is too and that is millions of people.

Message 10 of 110
Contributor

Re: Formal Complaints to the FCC

I am filing a complaint as well. I am sitting at home waiting on a "Construction Crew" to lay an underground line to my house. Appointment was confirmed yesterday. Need for an underground line was confirmed two weeks ago. Dexter (who wouldn't give me a follow-up number for when I don't get a follow-up call from him) called to tell me that they couldn't confirm my appointment. It was confirmed yesterday. We were canceled yesterday and re-scheduled for today. When Dexter wouldn't confirm someone was coming, then I asked for a call back number so when I didn't receive a follow-up call again, I could call someone back. He refused. I insisted he let me talk to a manager, He put me on hold for another 10 minutes. I eventually hung up. Enough is enough. How can anything be run as badly as AT& T? No one knows what anyone else is doing. And each they don't do what they said they would, you have to start all over again. FCC/FTC/BBB and whoever else I can dig up to complain to. 

Message 11 of 110
Contributor

Re: Formal Complaints to the FCC

I too am having issues on AT&T uverse account. I was supposed to have my service transferred in May to a new home I bought back then. Since then I have been sent two bills and a cancellation service charge. Each month I get my service disconnected even after paying a bill each month. I have spoken to so many employees I feel like I should go have coffee with them in Atlanta! I'm sure the notes on my account have to be lengthy and hysterical reading if your are an AT&T employee! At least I'm trying to find humor in all of this! But very frustrating that this can't get resolved! Any suggestions? I'm still filing a complaint so that maybe an person that can fix this problem and solve it so I and others don't have to go through this!
Message 12 of 110
Tutor

Re: Formal Complaints to the FCC

They advertise 99% connectivity with Uvers3? Baloney! I am suing for all the hours that servic3 was interrupted. 

Message 13 of 110
Contributor

Re: Formal Complaints to the FCC

I would like to tag along and file a complaint as well. Customer service is rude, technical support has no clue to what they are doing. I have only had the service since 10/28/2016 and have been on the phone with them every single day since. I was even told by a customer service rep that I should have stayed with Verizon then she refused to transfer me to her supervisor. AT&T obviously does not care enough about their customers otherwise they would fix all the issues people have been having. Just a quick thought to AT&T, if all your customers leave because of crappy customer serive as well as crappy service how are you to make any money.......

 

A frustrated AT&T customer that wishes they were back with Verizon

Message 14 of 110
Tutor

Re: Formal Complaints to the FCC

I fail to see why AT&T is at fault because you had no money in your account, NFS fees are between you and your bank.

 

If AT&T was automatically charging your account, it is because you authorized it and failed to de-authorize.

Message 15 of 110
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