09-17-2011 06:10:53 PM
First off, Id like to say thank you for allowing me to communicate here. The following is a short story of my interactions with AT&T and my experience of a disconnection without acknowledgement or monies due.
It all started toward the end of March, when my wife and I realized during a late night that we did not have any internet connection. We had DSL High Speed Internet at the time, since we had signed up with Bellsouth for over 7 years. We were up to date with our bills and had nothing outstanding. Confused and thinking it was a local outage, we called AT&T.
After a few redirects, we were told that our service was disconnected due to a problem in their end. My landlord, who was moving in a few weeks later, added U-Verse to her account and the database automatically kicked us off the service. Even though our entire account was under our name and was not in any way connected to hers, the database saw the address and made the change automatically.
Then came the news, we could not receive our old service back and had to upgrade to U-Verse. Cornered and without recourse, we were given a few 'free' things, such as the modem and new installation. Since we cannot work without internet service, we agreed to the 12 month U-Verse upgrade. Outraged and absolutely shocked that something like this would happen without our permission and without being outstanding , we moved on thinking it was over.
Little did we know the nightmare that we had signed up for. Our once unlimited phone service became minutes dependent and somehow, our bill shot up to over $400 in duplicate fees. After hours and hours of talking with the cancellation department (on my cell phone, otherwise my new AT&T phone would have gone over the limit), they finally started removing some of the fees and now there is still a $100 fee lingering in the system, even though they said it would go away after 2-3 billing cycles. We tried disconnecting our service and they gave us a few extra credits for our phone, aside from the $100 that remained. Even after receiving a notice of disconnection because of it, we called again and we were told it would linger there until it was removed by the system, but the cancellation department had to call billing to make sure our service wasn't disconnected, again.
So here I am, five months after this entire situation came about and there is still $100 in my account that was due to a duplicate installation modem fee error. Every time I call the Florida Cancellation department, they agree that the fee should not be there and tell me it will go away, but it doesn't. I am up to date with my bills, and I do not know what else I can do. All I want is for my account to say 0, so we can move on with paying our dues every month.
If there is a community manager that can help me with this, I would greatly appreciate it. I am at the point where I am considering dropping the entire service altogether, but every time I call the cancellation department they say "You are right, we are sorry, we will take care of this" but it hasn't happened. If you need my personal account information, please let me know. Thank you in advance.
09-24-2011 03:34:17 PM
Welcome to the Community and thank you for sharing. I'm very sorry to hear about the experience. I would like to help. Since this is account specific, please look for a Private Message (blue envelope, top-right).
Private Message (ATTCustomerCare for account specific help)
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10-02-2011 01:30:31 PM
I appreciate your follow up! I have replied with more information. Look forward to a solution, I really enjoy using your services. Have a great day
10-06-2011 07:50:00 PM
After months of no answers, endless calls and frustration, your online team was responsive, attentive and very professional. My $100 credit was issued within days!
Thank you so much, have a great weekend!
10-06-2011 11:00:04 PM
Glad to hear Alex got you fixed up.
10-08-2011 11:13:05 AM