07-12-2012 04:59:46 PM
around may of 2012, i cancelled my uverse service because i moved to a location where it was not available. of course my next step was to return the equipment and after doing so, i was made aware of two 34.00 charges labeled "att ret charge". i immediately contacted customer support and was told that the charges were due to unreturned equipment. my next step was to file an investigation to locate my equipment which i then did. the next day i noticed an additional charge for the same amount and was told by customer support that i needed to refile the escalation which i did and was told to wait for a resolution. the charges stopped however they were never returned. some time went by when i was told by my bank that i was incurring five dollar a day negative balance fees. i returned to att(this is july 5) and was informed that att had no record of charges and that they didnt exist. this didnt sit well with me so i called customer support soon after and were told that these were not charges from unreturned equipment, in fact they were from a small final bill which i had never heard about until today. i had cancelled my uverse to switch to dsl and they prorated the switch back to the beginning of the billing period. att claims one attempt was made to charge the 10.56 final bill however the bank says each fee is from an individual attempt to charge. finally i was told they would drop the final bill and i was told a supervisor would call me back concerning my bank statement and the charges. this was two days ago. at this point im requesting my bank fees back because, according to what they told me, the charges were from att due to unreturned equipment and i took necessary steps to resolve the issue. if they had told me it was a final bill i could have just paid it and avoided the charges. after seven calls to dozens of people and several departments as well as several trips to the store, am i wrong to request reparations? has anyone experienced this? how did you solve it?
07-13-2012 05:44:28 AM
Twinkiedoo wrote:around may of 2012, i cancelled my uverse service because i moved to a location where it was not available. of course my next step was to return the equipment and after doing so, i was made aware of two 34.00 charges labeled "att ret charge". i immediately contacted customer support and was told that the charges were due to unreturned equipment. my next step was to file an investigation to locate my equipment which i then did. the next day i noticed an additional charge for the same amount and was told by customer support that i needed to refile the escalation which i did and was told to wait for a resolution. the charges stopped however they were never returned. some time went by when i was told by my bank that i was incurring five dollar a day negative balance fees. i returned to att(this is july 5) and was informed that att had no record of charges and that they didnt exist. this didnt sit well with me so i called customer support soon after and were told that these were not charges from unreturned equipment, in fact they were from a small final bill which i had never heard about until today. i had cancelled my uverse to switch to dsl and they prorated the switch back to the beginning of the billing period. att claims one attempt was made to charge the 10.56 final bill however the bank says each fee is from an individual attempt to charge. finally i was told they would drop the final bill and i was told a supervisor would call me back concerning my bank statement and the charges. this was two days ago. at this point im requesting my bank fees back because, according to what they told me, the charges were from att due to unreturned equipment and i took necessary steps to resolve the issue. if they had told me it was a final bill i could have just paid it and avoided the charges. after seven calls to dozens of people and several departments as well as several trips to the store, am i wrong to request reparations? has anyone experienced this? how did you solve it?
Contact Alex, one of the AT&T Community Managers for further assistance.
