New twist on the "credit concerns"

[Millchil]

I have been a uverse customer since February of 2008 with the highest available package.  In August 2009 I moved overseas for 4 months so I lowered my account to U100 and 3.0 mbps internet for the sub-lettors who were living in my house.  Before I returned yesterday, I tried to upgrade my account back to its previous level only to be told online that there were credit concerns.  I called the care line on Monday from London and a technician supposedly set up my account to return to U450 and 12 mbps internet by Friday, December 18th.

When I got home Friday, December 18th, the service had not been updated.  I called the line again on Saturday morning and they told me just to reset my box.  When that didn't change anything, I called back and talked to someone else that said that I was still registered for the U100 and they could not upgrade me.  Later, I went to the AT&T store to buy a new phone and the guy there tried to access my Uverse account but it came up as requiring a 450 dollar non-refundable payment, something he had never seen before.  He told me to call the line again.  I did and talked to another person who confirmed the 450 dollar fee and let me speak to a manager that said it was due to a credit issue that was reported to them in June.  When I went back and checked my own credit after this call, the last check from AT&T was last February, well before June.  He also said that there was nothing that he could do (and for the record, was not very friendly about it).  The computer controls all, no override for certain situations.

It seems to me that since all I am trying to do is get a service back that I once had and have been a good customer with AT&T, this really shouldn't be a problem.  I actually do understand the principles behind requiring a certain amount of credit before lending you very expensive equipment, but I already have 1 DVR receiver and 2 regular ones because I am already a customer.  Secondly, if it is risk that is the concern why can I not secure payment (and we are talking about an additional 45 dollars a month here, from 111 to 156, hardly a big deal) with a credit card or maybe even a deposit?  But a non-refundable 450 dollar charge?  That is ABSURD.  That is conceding my credit is even a concern, which it shouldn't be.  Its not wonderful, but certainly not bad. 

I am going to continue to try to get this problem fixed until after the holidays.  If it doesnt happen, I will be forced to cancel my service and seek elsewhere.  As is, I cant even utilize the HD TVs in my house.  All of this is really too bad because I have been a Uverse fan to this point.   This kind of red tape is what drove me away from the other cable companies, and, for a while, I really thought AT&T was different.  Shows what I know.  

If someone could just explain this policy to me, that would be incredible.  All I have heard over the phone is a lot of "well, the computer says 450 dollars."  Nice.  Way to do business.   

[mibrnsurg ACE - Geek]

Contact David and his tier 2 team here:
http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=david

Provide all info required and it might take a short bit of time before they contact you. Give a good
time to call. They hopefully will solve your $450 problems, or the very least an explanation of this fee.

Good luck

Chris

---

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
YRMV IMHO Simply a U-verse user, nothing more

[choco1122]

AT&T has 3 different credit classes Low risk, Medium Risk and High Risk they can reevaluate your credit at any time either with your Equifax report or your AT&T bill. If you come back as a High Risk it will require you to pay a $450 non-refundable deposit and the CSR you spoke with is correct, the computer will not let you override it. So if your Equifax report does not show that AT&T has checked it and you haven't been late on any of your AT&T bills there should be no problem. Check your email for a number I sent you to contact AT&T's credit department.

[uvuser]

a few questions come to mind.....

1.  Did your subletters pay the bill while you were gone?   Did they pay late or get the service suspended?  This may impact YOUR credit.

2.  It may be a service deposit of $450, but they are usually refunded after a one year period with good pay history....its still not a REFUNDABLE fee, but a deposit is a deposit, not a charge....it can EVENTUALLY get paid back to you.

Message Edited by uvuser on 12-22-2009 03:01 PM

[choco1122]

---

uvuser wrote:

a few questions come to mind.....

1.  Did your subletters pay the bill while you were gone?   Did they pay late or get the service suspended?  This may impact YOUR credit.

2.  It may be a service deposit of $450, but they are usually refunded after a one year period with good pay history....its still not a REFUNDABLE fee, but a deposit is a deposit, not a charge....it can EVENTUALLY get paid back to you.

Message Edited by uvuser on 12-22-2009 03:01 PM

---

No the $450 NON-REFUNDABLE fee will never be paid back to you. It is NON-REFUNDABLE for a reason so Millchil do not let anyone convince you otherwise. Just call the number I sent you lol.

Message Edited by choco1122 on 12-22-2009 03:20 PM

[Millchil]

I got it all figured out thanks to Matt on David's team of experts.  They were able to get me back on track with my service.  Thanks for all of the suggestions and the A+ service received from Matt.   

[Uniblurb3 ACE - Guru]

Glad things worked out for you Millchil.

David's team receives much well deserved praise. Matt has taken the lead on many of these user's problems and haven't seen a post where they were not resolved.  

[mibrnsurg ACE - Geek]

---

Millchil wrote:

I got it all figured out thanks to Matt on David's team of experts.  They were able to get me back on track with my service.  Thanks for all of the suggestions and the A+ service received from Matt.   

---

Glad Matt got it figured out, that's why I sent you to them as that $450 non refundable deposit is just

highway robbery.  Have a hunch some state Attorney General is going to have a field day w/the $450

'deposit' when a user complains. 

Chris

---

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
YRMV IMHO Simply a U-verse user, nothing more

[mibrnsurg ACE - Geek]

---

choco1122 wrote:

---

uvuser wrote:

a few questions come to mind.....

1.  Did your subletters pay the bill while you were gone?   Did they pay late or get the service suspended?  This may impact YOUR credit.

2.  It may be a service deposit of $450, but they are usually refunded after a one year period with good pay history....its still not a REFUNDABLE fee, but a deposit is a deposit, not a charge....it can EVENTUALLY get paid back to you.

Message Edited by uvuser on 12-22-2009 03:01 PM

---

No the $450 NON-REFUNDABLE fee will never be paid back to you. It is NON-REFUNDABLE for a reason so Millchil do not let anyone convince you otherwise. Just call the number I sent you lol.

Message Edited by choco1122 on 12-22-2009 03:20 PM

---

How can it be a deposit, it's never returned to the depositor.  This is nothing but highway robbery.

Chris

---

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
YRMV IMHO Simply a U-verse user, nothing more

[choco1122]

---

mibrnsurg wrote:

Glad Matt got it figured out, that's why I sent you to them as that $450 non refundable deposit is just

highway robbery.  Have a hunch some state Attorney General is going to have a field day w/the $450

'deposit' when a user complains. 

Chris

---

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
YRMV IMHO Simply a U-verse user, nothing more

---

I know it is unbelievable that they would charge that, but not much anyone can do about it. You either pay it and get the service or you don't. It is only used if you have a high credit risk. It is crazy though.

[KCRoyals]

---

choco1122 wrote:

---

mibrnsurg wrote:

Glad Matt got it figured out, that's why I sent you to them as that $450 non refundable deposit is just

highway robbery.  Have a hunch some state Attorney General is going to have a field day w/the $450

'deposit' when a user complains. 

Chris

---

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
YRMV IMHO Simply a U-verse user, nothing more

---

I know it is unbelievable that they would charge that, but not much anyone can do about it. You either pay it and get the service or you don't. It is only used if you have a high credit risk. It is crazy though.

---

Exactly, and most companies don't tend to bend over backwards for ,"High Risk" customers, because that credit rating is usually earned over time of negative financial behavior.  Combine that with equipment being installed in person's home, which they may not see ever again.  I see why they do it, and if a high risk customer wants to pay it, sobeit, if they don't there are other providers that had bad deals for "High Risk" customers.

[choco1122]

Yep you are correct about that. And if your credit risk comes back High they will check your AT&T payment history and if that is good they will either lower the fee or not even make you pay one at all, but if you have bad credit and don't pay your bills your outta luck. Lol.

[PowerCycle]

Its basically a deposit to secure the equipments installed at the premise. Cant take any chances with a customer who had bad credit history. Some ran off with the equipments, thinking they can use it or sell it on Ebay/Amazon/etc. They can ran off with it or stop paying their bills, but the $450 dollars stays with AT&T and pays off for all that. Even if you are paying on time when you are with AT&T, they need to consider first your financial stability because some were good at start then stopped paying on the end giving reasons such as "family problems, lost job, having tough times at the moment".

However, your credit risk will lower down after consecutive months of paying on time. Considerations can be made on this. Your credit card information may also be asked from you for financial security which will be put on file. However, the $450 dollars, once paid is non-refundable. I agree its silly to call it deposit but you cant get it back after proving that you are a good payer already or if you are to cancel service already.

[choco1122]

Thanks for the description of what the fee is for... Lol.

[PowerCycle]

I sent you a PM.

[chrisbo23]

Apparently AT&T runs their credit checks with the NCVC (National Credit Verification Center). The number there is 866-371-8083. This number would for sure help you out. Actual people on the other line!!!

[RobR_1]

---

choco1122 wrote:
Yep you are correct about that. And if your credit risk comes back High they will check your AT&T payment history and if that is good they will either lower the fee or not even make you pay one at all, but if you have bad credit and don't pay your bills your outta luck. Lol.

---

This is not true, they will not look into your payments to change your "High risk" . FWIW  chrisbo23 it's run through Equifax.

[Demiurge_1]

Don't know what they do, exactly, but it's odd to me!  I signed up online.  They ask for a credit card, and they insist that it not be an ATM card with a Visa/MC logo.  I used my ATM card anyway!  After going through a divorce, I know my credit is wrecked.  So what do they do?

Nothing.  No deposit, no crazy charges, no denial of service.  Three emails and two phone calls welcoming me to UVerse and reminding me of my install date and time.

There is no way I shouldn't have been charged a deposit.  But I haven't been.

[RobR_1]

---

Demiurge wrote:

Don't know what they do, exactly, but it's odd to me!  I signed up online.  They ask for a credit card, and they insist that it not be an ATM card with a Visa/MC logo.  I used my ATM card anyway!  After going through a divorce, I know my credit is wrecked.  So what do they do?

Nothing.  No deposit, no crazy charges, no denial of service.  Three emails and two phone calls welcoming me to UVerse and reminding me of my install date and time.

There is no way I shouldn't have been charged a deposit.  But I haven't been.

---

This means it came back as Medium. which means you do qualify based on credit they just require a Credit card on file for security purposes. i.e. if  you cancel and dont return the equipment or dont pay the last bill. 

[chrisbo23]

Half true Robr. AT&T runs through the NCVC who then runs through Equifax. You must contact the NCVC because they are the ones contracted by AT&T to verify the info through Equifax. And they are able to change a "medium risk" to low as well if your payment history is in good standing and you do not have a valid credit card to present.

[RobR_1]

Paying your AT&T home phone does not build credit, therefore i highly doubt calling NCVC (a company called when their is a credit issue such as fraud alert, hardstop or someone has lifeline) would change a credit score based on these details. "Medium Risk" is there for a reason, if you don't pay your last bill or dont return the equipment they have a way to get there $$ back from the CC. If that could be changed as easily as dialing a  number, it would most certainly be done by everyone qho is in this situation.

[dhchevalier]

I have been a customer for over 3 years, never missed a payment.

Our U-verse package is over 300.oo monthly.

Now that we are moving three streets North, they want 450.00 in a non-refundable deposit.

Look this is extortion.

We've done nothing wrong but we are being punished because I was divorced and my ex left mega bills.

What does att want?  To have good customers leave?  Becasue that is what I am going to do unless this gets fixed.

Doc

[texasguy37 ACE - Champion]

---

dhchevalier wrote:

I have been a customer for over 3 years, never missed a payment.

Our U-verse package is over 300.oo monthly.

Now that we are moving three streets North, they want 450.00 in a non-refundable deposit.

Look this is extortion.

We've done nothing wrong but we are being punished because I was divorced and my ex left mega bills.

What does att want?  To have good customers leave?  Becasue that is what I am going to do unless this gets fixed.

Doc

---

Apparently, AT&T reviewed your current credit history, and now views you as a high credit risk.  Any other TV provider that you might move to may also review your credit history and come to the same conclusion.

[tlittleton]

I have crappy credit from things I did several years ago.  I understand that I can't get a credit card or a house or a car with a 554 credit score.  When I switched from Sprint to AT&T for my cell service three years ago, they told me I'd have to put down a $500 deposit.  After a year of having an excellent payment record, I was told I'd get the deposit back.  So I paid it, and then paid my bill on time and a year later, I got a $500 check from AT&T.

But this is not a deposit.  The CS rep I talked to said I would not get this money back and it would not be applied to my bill.  They just want $450.  I'm not paying that.  So I'm not getting uverse.  And since I found out after I signed the lease that the apartments I'm moving into are not wired with cable, just uverse, I going to be on OTA tv and no internet for a year until my lease is up.

if I thought it would do any good, I'd sell my iphone on craigslist and cancel my cell service too.  But it wouldn't do any good and they would not care one iota.  In the end, they can stick it to people like me despite the fact that I have no deliquent accounts and have payed every single item that has been reported on my credit report from the past. 

I am unfortunately in the "he has bad credit so he doesn't count" category.  If this was only a true deposit that was fair and eventually applied to your account for being a good customer, I would gladly pay it.  But this is AT&T trying to take advantage of my situation.  I say "trying to" because I refuse to pay it. 

Guess I'll just have to look forward to the things I'm going to use that $150 a month for instead of tv.

[SLEE_1]

I am habving the same issues. I am moving and they did another credit check, which came as high risk, they inly thing that changed was thaty I had to put a fraud alert on. I think it is unfair for them to do this when you are a current customer. If they cant waive it, than I will be going elsewhere.

[cj828p]

i was told the same thing and i work for at&t

lol

cj

what am i to say when i am asked if i like my u verse????