07-16-2012 02:19:20 PM
I signed up for UVERSE in March. Have had no complaints with anything service wise.
May 9: I move from my house to an apartment. I call UVERSE and have them setup the move. The UVERSE guy arrives on time and connects all of the equipment at the aopartment. I plug in 2 out of the 3 boxes (kept the wireless box since I may need that at new place). I am only in my apartment for a short time and will need to other box when I move into my new house.
June 6: I get a bill for $160 an "unreturned box" at my old address. Mind you they are still charging me the $7 month for the unreturned box. I call and explain, they "take care of it". I spent 1 hour on the phone. She explains that somehow the old one didn't close so the new one can't go through or they lost it or something. She calls me back and asks for the serial number on the box. I give it to her and she says to ignore the bill. Everything is taken care of
July 12: I notice on my credit card statement (auto debit) that they charged me the $160. Note that at this time my ATT account has $0 balance. I call again and spend an hour on the phone. She explains the same thing that the new order could not go through because the old one did not close out. She asks me for the serial number on the box. I give it to her. She says everything is taken care of. I get a call back from her an hour later asking me for the serial number because the one I gave her is invalid. I give it to her again. She says it's invalid. We go back and forth. I offer to send her a picture. She says she does not have email access. She asks me for more things. She finally says that I am going to need to call technical support to have them help me locate the serial number.
At this point I am livid and have to go to a meeting and let her go. I decide I will try the approach of going into an ATT store. I was tempted to go home and get all of my equipment and just state that I am not paying another dime to them and to cancel since I just don't have the time to deal with it anymore.
Also note at this point I am not sending that box back until this is resolved because that is the only proof I have of anything. If I don't have that I have no proof since apparently UVERSE can't keep track of this.
Also note that I have not received a bill for the actual service since I moved and my service is still active even in my account.
I go into a store during my lunch break and calmly explain to the guy what has happened. Mind you it takes me 20 minutes to explain this story every time. I tell him I am not spending another second on the phone. He says "no problem, I will call for you.". That was not the point... I spend 45 minutes standing next to him while they put him on hold. They finally say they are going to send me a check for the $160 and the tech support guy needs to talk to me. I get on the phone, I tell him the serial number and he says "that's odd, that is the number we have for you on file and we have still been charing you the $7/month for it." After another 15 minutes they say "You are all good, the check is on the way, have a nice day".
July 16 (Today): I get a text message from ATT stating I have a new bill. I log in. I now owe ATT the $160 and it is past due.
All I want to know at this point is what is the quickest way I can drop these boxes off at your doorstep and cancel my account. No matter what I do I spend hours on the phone and every time it gets worse then the previous time. I can't win with you people and I can't seem to fix your mistake. Please just allow me to painlessly cancel. I have never had this much trouble with a service provider of any sort in my life and I just don't have the time or patience to deal with it anymore.
Thanks you for your help.
07-16-2012 02:24:39 PM