08-01-2012 06:10:21 PM
I have been with AT&T for many years, recently I got married and wanted to add my wife onto my plan. So I added a new line for her and was told that my unlimited data will be grandfathered onto the new family account. However, once we got our phones in store, and we paid, we found that it was not grandfathered. So we returned to the store and the store manager said that it must be their mistake, so he asked us to wait while he called the same number that I would call (no separate line for the stores?!) and we spent an hour waiting to hear from him. Then he told us that he was wrong and AT&T no longer grandfathers benefits from one plan to another. So then I said that we wanted to close our account and return everything. We were told that since we cancelled within the 30 days termination period, we would not incur any early termination fees and that since we returned all our phones and equipment (and the boxes, etc.) there would be no fees at all. All we had to do was pay our outstanding balance and we were done. Great, so we did just that. We even received a receipt where it said that everything was returned.
2 weeks later we received a charge on our card from AT&T for the outstanding balance of a few hundred dollars, which was the cost of the phones and the early termination fees!! I was shocked, however I called and resolved the matter and was told that it would be easier if I just went through my credit card company and contest the charge and send them the evidence. Done. A month later I receive a letter from AT&T saying that since we had not paid our outstanding charges, they would get a debt collection agency involved and we had 5 days to pay the amount. So I called AT&T again and went through everything again, spending hours. Yet got another letter the next month, and every month for the past few months.
I have called AT&T about 10 times and each time waited for over an hour to speak to a rep and repeat our saga and tell them everything. Finally the last time we called, I insisted that they send me an email saying that our account balance was zero and everything was sorted. Which they did.
Today I tried to cancel my AT&T internet service and was told that I cannot as there are outstanding charges on my wireless account!! This is unacceptable. I am extremely busy and work long hours. This saga has cost me several sleepless nights as I am worried this will affect my credit rating! I would say that this amounts to harrassment. I have spoken to 3 different reps today as they keep disconnecting my calls, and I have to start all over again. I am a decent customer who always paid my bills on time and will never return to AT&T as a result.
I have now emailed AT&T for the last time and have also written to the Better Business Bureau. I will take AT&T to court if they keep harrassing me. Please get this sorted.
08-01-2012 06:50:35 PM
Reach out to Jamileh here and see if she can help. She is an ATT employee who can have someone from her team helpy you. Send her a private message. http://forums.wireless.att.com/t5/user/viewprofile
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08-02-2012 07:24:09 AM
@adityasathaye - I am very sorry that you had such a difficult and frustrating experience. I received both your private messages and have responded. A member of my team will be in contact with you and I will also contact the area manager for the store you referenced.
As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.
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