Worst Services

That's a lot of rhetoric but no substance. What business isn't out for money? AT&T does provide a monthly bill like everyone else, which like most is preferred to be paperless (so log into your account to read the details of your bill).

If you need help with whatever dispute you have then list the specific details. Other experienced users may be able to provide guidance or a realistic perspective on the situation so you know your options going forward.

Where do you begin? Anywhere dealing with the facts and details of the situation, none of which you have shared so far.

I am writing this comment to express my disappointment with the customer service provided by the representatives. I have encountered multiple issues and feel let down by the level of support. I feel it is important to voice my concerns as it is also my right. 

Personally I don’t see how an experienced user can assist me as they are not an AT&T representative and don’t have the power. 

But to explain, I vacated my apartment in November and informed a representative to cancel my services. During the cancellation process, I was advised that I would only have to pay a prorated amount of $40 for the month of November, as I canceled during a billing cycle.

Despite spending an hour and a half on the phone with the representative to confirm that there would be no further charges, I have been billed for both December and January at a total of $160. This is contrary to the information provided to me during our conversation.

This charge was made without my consent and was not communicated to me by AT&T. I initially received an email regarding a balance of $160, which was confusing. Upon contacting AT&T, I was informed by a representative that the bill was inaccurate and that the true balance would be reflected on January 10th.

Despite this, my credit card was charged the $160 without any prior notice from AT&T, except for a notification from my bank of the charge being made. 

Furthermore, it is important to note that I did not reside at the mentioned apartment during the months of December and now January. Therefore, the charges are invalid and were made without my authorization.

Upon reaching out to multiple representatives, I have not received a satisfactory resolution to this issue.

As a matter of fact, I was informed that there is nothing they can do. This solidifies my assertion that their primary concern is solely focused on monetary gain, regardless of the fact that it is not their own, and they lack regard for their customers. I have taken screenshots of live chats and recorded phone calls in anticipation of a situation like this. I feel compelled to share my experience to alert others who might be contemplating AT&T as a service provider.

I don’t see how an experienced user can assist me as they are not an AT&T representative and don’t have the power.

1.  This is a customer populated message board.  Many of us have had ATT Internet for many, many years so we have a bit of experience.  Me?  I had ATT internet for 15 years.   While we may not have “the power”, we have the experience & knowledge.

I was advised that I would only have to pay a prorated amount of $40 for the month of November, as I canceled during a billing cycle.

2.  Regardless of what you were told , your final bill is NOT prorated.  

3.. Did you send the equipment back?

If you are still able to access the account online, you need to review the billing dates and the date you called to cancel.  Again, if you cancel any time during the billing cycle, you pay the entire month.

If you are seeing additional charges AFTER your FINAL billing cycle, apparently the account did not get cancelled.  🤷‍♀️

When you closed the account that agent misinformed you. AT&T does not prorate the final bill, which is standard billing in the industry. So you pay for the full service month. Now if you received regular charges for the cycle starting after that, then that would indicate the account wasn't canceled and you would need to call into support to dispute.

You consented to a non-prorated bill by being with AT&T as it is in the Terms of Service. The agent making a bad claim doesn't change how billing works. Not residing at the apartment does not make the charges invalid. It doesn't matter why you canceled, they don't prorate.

The problem is you got a couple agents who misinformed you how it works. Your perspective on feeling the bill should be adjusted is understandable. I personally am not a fan that they stopped proration. Unfortunately you were billed correctly as AT&T like other providers stopped prorating final bills a few years ago. The agent who canceled the account, as well as the one you spoke with when you called back, should have told you correctly how it works instead of telling you what you wanted to hear just to pass the buck to someone else.

For reference when proration was removed across the board:

Please read this if you receive DIRECTV, AT&T U-verse® TV, AT&T Internet, AT&T Phone, and/or AT&T Fixed Wireless service(s). We want to remind you that you’re billed in advance for recurring service(s) and/or programming charges and applicable fees based on the terms of your current service agreement(s) with us. Starting January 14, 2019, subject to applicable laws, we’re updating your agreement(s) to include your recurring service(s)/programming charges and fees won’t be prorated if you cancel the above service(s) on any day other than the last day of your billing cycle. Your service(s) will continue until the end of your billing cycle but you won’t get a refund (prorated credits) for any remaining days left in your billing cycle. For products not listed above, refer to their terms of service for more information.

The representative I spoke with did in fact pro-rate the bill, which I verified by logging into my account while on the phone. However, later on,  I noticed that I was charged for a billing cycle that occurred AFTER I had already canceled my service and was not in another billing cycle. Since the bill was not due for some time, I did not pay it immediately, and then saw a charge to my card without notice of two months. Both not in a billing cycle…

I understand that you are all customers of AT&T and I'm sure have had your share of problems and I appreciate the feedback. However, I don't believe this is something that is my fault. I would expect their agents to know what they are doing and to not provide me with incorrect information.

I had previously canceled my services and returned the equipment within the required timeframe. As a result, I should not have been charged for another month as per the cancellation and billing cycle.

I understand that errors can occur, and I am willing to make an effort to resolve this matter. However, I feel strongly that if they are to be a customer service representative they need to know what they are doing and provide accurate information or not have a job. 

Double check the bill if that was for the full next service month, or if the credits the agent submitted were reversed since they don't prorate. If it was the full next service month, call AT&T and when you get the voice prompt say "cancel" so you are routed directly to the correct department to go over this.

With a manual proration, account possibly not cancelled, either you weren't speaking with one in the correct department or that was a bad cancellation agent. Unfortunately it seems call center agents of any company have only gotten worse since the pandemic, as it is not a high desired job so beyond short staffing some workers aren't very vested in it. Not an excuse for the employees, but there is a lot of work to do getting that quality back up to a reasonable condition.

Certainly not saying this is your fault. Only that no proration would be billed correctly, but account continuing another cycle would be an error.

I fully agree. I had ACP and Access from AT&T. On no less than 4 separate occasions they sent me a bill of any where between $30 up to $70. I was fully funded the whole time. Their customer service representatives try to argue with me. One told me there is no way it's $0 charge to me. But I have proof of just that. One told me I had to pay $70 or my services would be suspended. I could go on and on. The minute the ACP officially announced it was ending I got yet another bill. They have suspended my service. I helped a family member get the exact same services I had and they have yet to get a bill and to top it off they still have service. I know for a fact they have not continued service with AT&T. I was not treated fairly by any means by AT&T. I had given thought to try and keep service with them. Not now not ever again. Companies can not just target people and get away with it. I will never trust AT&T again. 

Ok, great.  Use the clubhouse if you have something more to say.