Early termination fee!

[Shelblu143]

Let me start off by saying I really enjoyed having uverse Internet it was a fast reliable and great service. I never had any major problems with att as far as the install or billing until now. I signed up for uverse when I lived in florida and I did the promotion bundle thing for phone and Internet. A few months after having the service we moved to NC and the area we moved to they didn't offer the service. So I had no choice but to cancel the service. When I called to cancel my service the lady told me I owned the equipment and did not need to send it back to them and then they sent me my final bill I paid it and a few weeks after that they sent me a bill that stated I had an $89 credit on my account. So then today a few weeks after the credit bill now I'm receiving a bill for early termination fee and they say I owe $105. When I signed up for this service I asked about fees for cancellation and was told its not a contract I if I had to cancel there wouldn't be a fee and when I called to cancel I was never told that I would have to pay a fee either I was given my final bill amount and that's it. I want to know what I can do about this first I'm told I have a credit and now I'm told I owe more money billing needs to get there act together at att and I am not paying a fee I didn't know I would be charged. We also have cell service with att that we've had for atleast ten years I've never had such an issue and I want this to be resolved.

[Computer-Joe ACE - Master]

I would suggest contaacting Alex. He will have someone contact you within a couple days to address your issues. Click on the little blue envelope (upper right of page) to view his reply.

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[ATTAlexCM]

Thank you @Computer-Joe!

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Shelblu143 wrote:
Let me start off by saying I really enjoyed having uverse Internet it was a fast reliable and great service. I never had any major problems with att as far as the install or billing until now. I signed up for uverse when I lived in florida and I did the promotion bundle thing for phone and Internet. A few months after having the service we moved to NC and the area we moved to they didn't offer the service. So I had no choice but to cancel the service. When I called to cancel my service the lady told me I owned the equipment and did not need to send it back to them and then they sent me my final bill I paid it and a few weeks after that they sent me a bill that stated I had an $89 credit on my account. So then today a few weeks after the credit bill now I'm receiving a bill for early termination fee and they say I owe $105. When I signed up for this service I asked about fees for cancellation and was told its not a contract I if I had to cancel there wouldn't be a fee and when I called to cancel I was never told that I would have to pay a fee either I was given my final bill amount and that's it. I want to know what I can do about this first I'm told I have a credit and now I'm told I owe more money billing needs to get there act together at att and I am not paying a fee I didn't know I would be charged. We also have cell service with att that we've had for atleast ten years I've never had such an issue and I want this to be resolved.

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Welcome Shelblu143. I'm glad to hear that you enjoyed the service. I received your Private Message and replied with the information needed since this is account specific. Please check your Private Message inbox (blue envelope, top-right) for an update. We'll get you in touch with the group that can look into it.

Regards,
Alex

[PicklesMD]

I have a very similar problem. I moved and upgraded to Uverse 6 months ago, and everything was going fine. Then I noticed today that I was charged a $105 early termination fee. I don't want to cancel, haven't called AT&T to cancel, and pay all my bills on time through auto-pay. I don't know what's going on, but it needs to be reset. I'll be taking @Computer-Joe advice and contacting Alex.

[RCSMG ACE - Expert]

Keep an eye on the blue envelope at the upper right hand side of your screen for a reply.  Alex will get you to the right person to get that issue resolved.

[mendez484]

I enjoyed Uverse as well. I decided to switch over after an unbeatable offer was presented as I questioned the increase on my internet service. The representative pulled up a package out of the air in order to match what I paid with Comcast. I didn't know at the time the service was presented that this rep had custom made the offer. It was supposedly a one-year offer for U verse 200 with the extra Spanish channels with up to three televisions set up. I took up on the offer and when my first bill came it was higher than anticipated due to the fact that the rep had custom made the offer and it needed to be adjusted to reflect the promised monthly charges. At the same time I found this out the representative also advised it was only a 6mo offer -- I explained I only decided to switch over because I wanted to avoid 6mo hassles where I have to call in and check for available promos. Nothing could be done then regardless what the initial offer presented had been. Well after the 6mo promo I called in because my bill doubled and the representative that attended this call pulled me in a one year contract for regular uverse 200 ---I expressed my concern regarding the extra Spanish channels explaining our home is a spanish speaking home only and our children watch spanish cartoons. She promised the spanish line-up could be reduced but I had to call back in two weeks for that. Again I expressed that I didn't want to tie in a contract without the spanish line-up but she insisted it was just a matter of calling back and they would adjust it with a new promo. Sure enough when I called back no one could provide a promo price on the spanish line-up and I was now stuck in a one year contract. I am not willing to pay for $60 on channels we absolutely don't view - now we are stuck with an early termination fee of $150. How could we possibly afford a $150 termination fee if we can't even affor the $120 monthly uverse bill???

ATT is quick to promise over the phone offers but can't keep their words to their promises ---however expects it's customers to fork over the cash when bullied into a contract with termination fees.

[rghizoni]

Hi Alex,

I also have a similar issue with an early termination fee I want to have resolved. I tried sending you a pm but it's not going through (pm not enabled; login names removed). Can you or another representative inform me on who to pm my situation and contact information to? Thanks

[aviewer ACE - Master]

rghizoni
Here is the new contact - ATTCustomerCare

[kjones5569]

I agree with you.  Never had any real issues with the internet service; however, I had the same problem with termination.   After moving to new location and the rep could not find any AT&T service to connect us with---she cancelled the service--even though service is not offered in our area, two months later we get a bill for early termination fee.   After calling to get the issue handled I spoke with the rep and was basically told that their automated system did not cross reference the " note"  that service doesn't exist in my new area.    I'm sorry AT&T this is really unacceptable--how difficult is it from a computer programming perspective to change your billing interfaces so that when termination is due to lack of services offered ; the customer is not charged for early termination.   I now have to wait 2 - 4 weeks for a check for a charge that never should have occurred.   i just don't get it ---I know that among the customer base that this cannot be an uncommon event.