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How to file an official complaint about ATT service charges?

Tutor

How to file an official complaint about ATT service charges?

ATT over charges me my wireless, internet and TV bundle service. I got a promotion package with free lifetime home internet when signing up wireless (cellphone) service. I also signed up TV service at a discount rate. I was quoted the monthly fee will be $70 + $40. 

 

I was surprised when I received my first monthly payment $189. I called the ATT customer support several times to resolve the billing problem. I was promised that they will make the adjustments. However, the problem never got fixed after 6 months later. I had to ask ATT to cancel my services so that I don’t have to keep paying the high monthly bill. ATT threaten to charge me early termination fees if I cancel my services. 

 

I believe I had done everything I can trying to resolve the issue with the ATT customer service. What else can I do? How can I file an official complaint against ATT?

 

thanks for your advice.

 

Casey

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Message 1 of 13
Professor

Re: How to file an official complaint about ATT service charges?

Free lifetime home Internet? If AT&T was ever offering that, I'd like to see the details on it.

Message 2 of 13
ACE - Sage

Re: How to file an official complaint about ATT service charges?

TV, internet and cell phone for $110?  Even if internet were free, that’s extremely low.  And I’m sure the price didn’t include equipment or taxes.  

Now the big question, have you read the bill?  What does it show?

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies 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.
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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 3 of 13
Administrator

Re: How to file an official complaint about ATT service charges?

Hello @Chyeh1,

 

We'd be more than happy to take a closer look into your billing concerns. We'll be sending you a private message to request account information shortly.

 

Sean, AT&T Community Specialist


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*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 13
Tutor

Re: How to file an official complaint about ATT service charges?

I learned that it was a special promotion that even Most ATT support staffs do not know. That maybe why there was the billing problem. 09981D78-C5E1-438F-AEE2-628455836D47.jpeg 

 

Message 5 of 13
ACE - Sage

Re: How to file an official complaint about ATT service charges?

@Chyeh1 

Heres where it went wrong...

the $70 unlimited plan is the unlimited and more, NOT the REQUIRED unlimited and more premium, which has a price of $80 after auto pay and paperless discount kicks in.  

   If you didn’t get the premium plan, ($80 plan, not the $70 plan) you didn’t qualify for free internet. 

That plan price is for service only.  It doesn’t cover phone installments or taxes.  

Read your bill.   

You bill shows your plan name and what you’re billed for.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies 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.
Award for Community Excellence 2019 Achiever*
*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 13
Tutor

Re: How to file an official complaint about ATT service charges?

Yes, your explanation is exactly what ATT told me 6 MONTHS later. ATT had contacted me and explained nicely to me about the problem. 

 

However, ATT did not tell me when I signed up my service. All the pricing and package information were exchanged on the phone with the sales agent. I never confirmed the quoted price until after I received my first bill. 

 

If I called ATT with the free home internet promotion in mind, why would I sign up the service, which is $10 less, but I need to pay extra for home internet?

 

 

Message 7 of 13
ACE - Expert

Re: How to file an official complaint about ATT service charges?

If I called ATT with the free home internet promotion in mind, why would I sign up the service, which is $10 less, but I need to pay extra for home internet?

Did you state that? The sales agent can’t read your mind. Besides, they may not have known anything about the promotion since it was zip code specific. You needed to ensure you signed up for the required plan.

Award for Community Excellence 2019 Achiever*
*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 8 of 13
ACE - Sage

Re: How to file an official complaint about ATT service charges?

This boils down to you reading and asking for the right plan.  The internet offer was only in some locations, not a public offer.   Did you ever read the promotion and read your plan name on the bill?   Or read it to a CSR?

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies 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.
Award for Community Excellence 2019 Achiever*
*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 13
Contributor

Re: How to file an official complaint about ATT service charges?

I would like to know who to contact concerning these In Home Experts, the one who came to my house was nothing but a scammer and I am afraid of my information being used for fraudulent purpose, he sat at my table and lied to my face just to get a sell, I am taking legal action but this has got to end AT&T is a large cooperation and should not condone such behavior.

Message 10 of 13
ACE - Master

Re: How to file an official complaint about ATT service charges?


@Jcqln61 wrote:

I would like to know who to contact concerning these In Home Experts, the one who came to my house was nothing but a scammer and I am afraid of my information being used for fraudulent purpose, he sat at my table and lied to my face just to get a sell, I am taking legal action but this has got to end AT&T is a large cooperation and should not condone such behavior.


File a BBB complaint. 

"Legal action" will get you nowhere.

Award for Community Excellence 2019 Achiever*
*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 11 of 13
Administrator

Re: How to file an official complaint about ATT service charges?

Hi there. We'd like to assist with this. We have sent you a Private Note, we hope to hear from you soon.


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 12 of 13
Tutor

Re: How to file an official complaint about ATT service charges?

Hi, I do not find the Private Note. 

Message 13 of 13
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