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early termination fees

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early termination fees

I had been an ATT customer for 19 years, until recently when I had so many issues with the billing that I cancelled service. The biggest dissatisfaction had to do with an unauthorized ACH transaction using my saved checking account on Thanksgaiving Day. I felt vulnerable after that and decided to call it quits. Now I get the final bill and it is loaded with multiple cancellation charges and re-starts of service, after the termination date. On top of all this, I have called the customer service dept 4 times, and each time the put me on hold, for 13-15 minutes before the land line going dead. Then when I call back, I have to explain everything all over, only to have them put me on hold for another 15 minutes, and then transfer me to the start up voice sequence. Is there anyway to speak with an understanding management person who can explain the bill duplications???

 

Michael

[Personal information removed]

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Message 1 of 11
ACE - Sage

Re: early termination fees

Have you tried live chat?

Sorry I havent a better suggestion. Ocassionally an AT&T mobility specialist checks in on the forums. They may not see your post however.
(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.
*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.
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Message 2 of 11
Contributor

Re: early termination fees

I recently upgraded my iPhone 4 to an iPhone 6 with AT&T. While completing the paperwork with the AT&T the salesperson said with my upgrade I would receive a free LG tablet. I said “sure, I would take it”. The salesperson stated the line cost would be $10.00 per month plus tax and there would be an activation fee of $40.00. I was OK with this. End of sales story.

 

After reviewing my new AT&T statement I realized the salesperson had tacked on a 6.99 dollar per month insurance charge for the $100 dollar value tablet; hence, I would have paid more in insurance fees within 14 months or less than the tablet was worth. I immediately cancelled the insurance. End of insurance story.

 

After a month it became very obvious I or my wife were not going to use the tablet. One reason I had no interest in it was because it had an Android O/S. As noted above, I have an iPhone which is not compatible with the tablet. Question: Why would AT&T give a customer an Android tablet when the customer uses an iPhone? I called AT&T to have the tablet line disconnected. To my complete surprise I was informed the tablet was not free; I had signed a two year contract to keep the tablet line; and, to disconnect it would cost me 150 dollars, an amount which was at least 50 more dollars than the tablet was worth on the marketplace. I had been baited and switched; lied to; and, some might say, fraud was committed by an AT&T sales employee. After spending approximately 30 minutes on line with a customer service agent, on hold and speaking with his manager, it was all to no avail. I apparently had signed a contract for the line; although, I thought I was signing a contract for the iPhone. And, in no way were they willing to correct this injustice; other words, “Tough Break”. The supervisor manager did credit me with 25 dollars toward the activation fee. I had the line disconnected at a cost of 150 dollars. The cost to keep the line for 24 months would have been $327.12 including fees. Conclusion: free tablet cost 150 dollars which does not include the activation fee or one month usage fee since customers pay one month in advance for services which are not refundable or prorated. End of free tablet story.

 

On a side note: One reason I upgraded was to obtain 4G LTE service which AT&T stated I would receive per their data maps. Again, the wool was pulled over my eyes; I trusted AT&T; no 4G LTE service at my residence. AT&T states our whole county receives 4G LTE service; when in fact, maybe only 20% of the county receives this service.

Message 3 of 11
ACE - Sage

Re: early termination fees

@laker2130barbee

I've said it before, so here it goes again.....cliche', but true....
If it sounds to good to be true, it probably is...
No such thing as a free ________(dog, horse, but still applies here)


My response is always, " what's the catch?"

Your clue was being told you were signing up for a $10 a month service contract, for 2 years.
(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.
*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 11
Contributor

Re: early termination fees

I apparently missed the part about the 2 year contract. I stated to the
sales repr "Really, free, no catches"; answer by her store manager, "Yes, it
is free" And, I said "What a deal, sure, I'll take it" Dumb me!! Shame on
me this time; there will not be a next time.



I told the customer repr and his supervisor AT&T is a professional
organization; they don't need to use used car salesman techniques of
"baiting and switching". AT&T needs an arbitrator to adjust these types of
transactions to the satisfaction of the customer. Why would they make a
customer mad because of stubbornness on their part? Beyond me. I'm sure
higher up management is not aware of the actions their first line
supervisors are taking. An issue such as this will cost them possibly 1000's
of dollars as these situations become known to the general public.
Message 5 of 11
Community Support

Re: early termination fees

Hey there @mghee8289

 

I’d be happy to help with your billing concerns! Please send me a Private Message with the following information and we’ll take a look at the bill together to identify any issues and find a solution:

 

  • Full name
  • Email address
  • Cell and/or account number
  • Date of bill
  • Date of cancellation

 

Thanks,

Charise

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

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 6 of 11
Contributor

Re: early termination fees

Full name Email address Cell and/or account number Date of bill Date of cancellation




MICHAEL [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.]
service cancelled 1/02/2015


I have been with ATT wireless since 1999, and


I don't feel that the cancellation is warranted due to a replacement phone in 2013.
I also think that the surcharges should have been pro rated for the last 10 days of service
I don't think they should cancel and credit service on 1 line and then add the service back on another line.
I cancelled service because ATT had become a constant caution with the monthly billing, and they violated my trust when they debitted my checking account without my authorization on 11/27/14.



I would be interested in hearing what can be done with the final bill.



Thank you,



Michael ***

Message 7 of 11

Re: early termination fees

I am experiencing the same problem..... a loyal customer for years (always paid bills on time and spent thousands of dollars) and they sent a final bill with early termination fee even though i waited until my contract was up.  they also added a $5.00 late charge even though i no longer had access to my account to know that there was an outstanding balance.  BAD customer service.  

Message 8 of 11
ACE - Sage

Re: early termination fees

@mghee8289
You have to click on the words 'private message ' in blue to send your personal, private information to customer support.

(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.
*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 11
ACE - Sage

Re: early termination fees

@thisisnotcool

If they charged you an ETF, your contract must not have been complete.
2 year contracts are on a line, not a phone.
For example: if you borrow an upgrade from line 1 to buy a new phone for line 2. Line 2 doesn't change its upgrade date, but line 1 now has another 2 years before it is able to get an upgrade and will have ETFs if that line is canceled. I learned this the hard way when I left Verizon, thinking all my phones were paid off.

You can contact them by phone about your account. I had a similar problem when I left Verizon and could no longer pay my last bill online.
(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.
*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 10 of 11
Administrator
Solution
Accepted by Administrator (Administrator)
Accepted by davidbk
‎11-19-2015 9:07 AM

Re: early termination fees

An Early Termination Fee (ETF) applies if you cancel your wireless service before the end of your specified term commitment, usually a 2-year period. You can learn more about the ETF at: Estimate your Early Termination Fee (ETF).

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 11 of 11
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