Cancelled Uverse before 30 days and still being charged [ Edited ]

[raboin]

I ordered Uverse on April 14, 2012 and it was installed on April 17th.  The internet service did not work well.  We had two technicians at our house and the problem could not be resolved.  I cancelled the service on May 14th. {personal content removed for safety} 

When the service was originally ordered I was told there was a 30 day money back guarantee.  When I cancelled the servie that was confirmed by a service representative.  I was told that once the equipment was returned I would have a $0 balance.

The equipment was received by ATT and the account was credited for it.  BUT, I received a bill for UVerse services for the 26 days that I had it.

 I spoke to a service representative today and was told that the 30 day money back guarantee was for TV only and we only had internet and phone service.  The ATT website clearly states that there is a money back guarantee for UVerse services, not just TV.  The sales representative who took the order for UVerse phone and internet told me there was a guarantee.

I asked to speak with a supervisor and was connected to a community manager.  First she tried to tell me that I did not cancel the services within 30 days...then she said that the other service representatives were wrong and had misinformed me.  She finally offered to credit my account and said I would have a $0 balance within 48 hrs.  I thanked her and I am hoping that this does happen.

I wouldl like to know who I can contact if the account is not $0 within 48 hrs.  This experience has made me doubt that this will happen.

[Pitchfits]

Money back means you pay bill first then you're refunded...hence "money back"...it's not first 30 days free...

[RCSMG ACE - Master]

Send Alex a PM he is an ATT Community Manager on the forum.  He can get you to a person/dept. who can help you with and/or even waive the charges.

[stung3xs]

I got U-Verse U-450 package only three days ago and all of my services, phone, internet and tv have continually disconnected.  I will be advising AT&T that I am canceling and expecting their 30 day guarantee to apply.  I do not recommend anyone get U-Verse if this is typical of U-Verse and AT&T customer service.

[RCSMG ACE - Master]

Here is a link to contact Alex.

http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/318276

[Kelliep7860]

Did your issue ever get resolved I'm in the exact same boat

[RCSMG ACE - Master]

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Kelliep7860 wrote:
Did your issue ever get resolved I'm in the exact same boat

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I suggest you send Alex a PM also.  Just click on the link in the post above and you will be taken to his profile where you can send him a private message.

[jlckao]

Anyone have any updates. Same thing happened to me, I cancelled on the first day, returned/shipped my modem the same day. Tracking number shows at&t received the modem. And a week after they received the modem I'm still getting charged for the modem and the 1 day usage. I PMed Alex, had multiple people contact me, each time asking the same thing, number and best time to reach me at. Yesterday finally got a confirmation they will call me at 10am CST. And here an hour after the scheduled time, still no call.