Contributor
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2 Messages
Refund Promised and Never Paid
In September of 2017, I moved and discontinued my landline, deciding to maintain only my cellphone.
In July of 2018, I discovered that since that September, I had been charged over $60 per month for a phone line I no longer had.
After finding (after several hours of discussions with various departments at ATT) the correct representative, I was able to confirm with ATT the incorrect charges and establish that I had, in fact, be overcharged a total of over $600. It was agreed that a small portion of that would be applied to my last bill, to which my cell phone had also been bundled. However, I was told that the bulk of the refund would be delivered in the form of a refund check.
By mid-September, 2018, I have not seen that refund check.
About a month ago, In my attempt to learn if the check is still being processed, I called ATT once again, provided my original account number (which was based on the discontinued phone number). and was told I had to provide a passcode - which I no longer had. They told me that would be no problem, as I could simply visit my local ATT store, provide my ID, and they would provide access for me.
My local ATT store told me that iI had been given the wrong information. They had no access to this discontinued account, and could not help me.
I called ATT again. They told me that they would generate a new passcode, which they would send to me through the mail, and I could then use when I called once again for the information I was seeking.
The passcode never showed up.
I called ATT again, seeking the same information and explaining my experience. I was told that the information at the ATT Store was wrong, and that they could access the same accounts. Saying that they had no other way to help me, ATT Customer Service sent me back to the ATT Store.
Once again, the ATT store told me that they were unable to help me: they did NOT have the same account system as customer service, and could NOT access the account in question and check on the status of my refund check.
I would like a resolution to my problem, without the necessity of spending another several hours on the phone with ATT,, only be given a virtual shrug and sent away on a fool's errand to the ATT Store yet again.
Can ANYONE help me?
Accepted Solution
Official Solution
ATTHelp
Community Support
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232.9K Messages
6 years ago
Hello @Rickflix,
Since this was a traditional landline account you will need to contact us directly at 1-800-288-2020, or you can chat with our team by visiting the Contact Us page to obtain more information in regards to your refund. We hope this helps!
James C., AT&T Community Specialist
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Rickflix
Contributor
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2 Messages
6 years ago
I'm going in circles with this.
As indicated, I have already contacted ATT through both that phone number and chat, with no solution or answer to my simple question. Providing me with the same resources that have failed me accomplishes nothing.
This is a refund of several hundred dollars. If customer service is unable to resolve the issue, I'll seek a corporate-level or regulatory agency resolution.
Thank you,
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ATTHelp
Community Support
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232.9K Messages
6 years ago
Hello @Rickflix,
We sent you a private message with more details. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to my message with your specific account details.
I look forward to your response and the opportunity to help you!
James C., AT&T Community Specialist
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KeepYourWord
Contributor
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3 Messages
6 years ago
I'm going through the exact same thing! A portion of my bundle was not cancelled when I moved. I was promised a refund in June. Still waiting in October. I call every two weeks and talk to the loyalty department. The story is always that the refund has been approved, but the check was not mailed for some reason. Every time I'm told that a manager will call me within 24 hours and let me know the status of my refund. No one has ever called me. This is either systematic incompetence or institutional dishonesty. Really, the former becomes the later if it's identified and not addressed. Best of luck to you. Fight the good fight!
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