Charges on Canceled Account

We had an internet account with AT&T that we canceled in late January 2018 when we moved across the country. Prior to leaving I called in to cancel my account and get instructions to make sure we were doing everything we needed to do. I was told that we were canceled over the phone and that we could return the modem at any UPS before our next billing cycle started. They also told us we could wait to return it where we were moving to make our move a little smoother, which we greatly appreciated! Once we got to our new home, we went to the closest UPS and dropped off the modem in Mid-February. The man at UPS was familiar with returning and told us we were good to go. (I can provide the exact address if necessary)

After we returned our modem, we were still getting monthly charges to our bank account. We called in about every-other-month to ask for a correction. Each time they apologized and confirmed that our account was in fact canceled. They would post a refund on our account, which we saw right away, and then it would disappear after a month or two. We called in (I think in November) and they said they would no longer give us the full refund, although they had offered it before. We told them just to cancel our account and delete our payment information so we would no longer get charged.

Now our bank account continues to be charged even though our account is fully canceled. They way they canceled our account makes us unable to access to our customer portal anymore. Customer Service is now claiming that the modem was never returned and are having us pay for that although we did follow the instructions. They are also now claiming that we never canceled our account last year, yet we had it confirmed multiple times.

The apartment we had in Wisconsin only had AT&T available for internet. If this is true, we know there was a renter that moved in only a few weeks after we left. We had talked to one of the customer service representatives a few weeks ago and they said it is impossible to have multiple AT&T internet plans at one address. With us being across the country, we had a different internet provider since AT&T does not work out here. If you look at our account, you can see there has been absolutely no activity since late January. During our calls our inactivity has been confirmed, so I’m not exactly sure how that is not proof enough even if there were wrong notes when we’ve been calling.

We are frustrated because it seems like we are just getting pushed around to each customer service person. We are getting promises for getting it corrected, but it all seems kind of shady how refunds are taken back and we are not getting any paper trail. It is feeling like we are being stolen from and have no way of stopping what is going on, even when we are tracking it so carefully. We’ve now paid over $600 for this service after canceling our service and following instructions. We would appreciate any of your help in fixing this since we don't know where else to go anymore.

If any of you could please help in any way we would appreciate it so much! Thank you!

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