Contributor
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1 Message
How do you contact the resolution center?
I switched my mobile business plan from AT&T to Verizon in June of 2017. Without going into specifics, I can say that AT&T definitely continued billing me for service even though I no longer was a customer. I paid the bills simply because of their threats to turn me over to collections. I spend hours trying to speaking with AT&T reps, often being promised that my payments would be returned since they agreed that I was overcharged, but no reimbursements were received. Finally at the end of Nov., I filled out the Dispute Resolution paperwork and sent it as required. Just short of 30 days after I mailed it a man named Ron Williams who identified himself as being from AT&T's resolution team called me on my mobile phone (which is the method which I had asked to be contacted) and told me AT&T agreed that I was overcharged by $185 for services beyond my service period and another $697 for additional charges I paid that were not warranted. He said the only charges AT&T did not refund were the early termination fees they charged me, which amounted to several hundred more. I asked him why those weren't refunded since I had called multiple times BEFORE changing service and asked each time, what would be the cost of paying off devices that were on a monthly pay plan and what would early termination fees be. I paid just over $2,000 to take care of those fees prior to making the switchover. Mr. Williams said he would look into it and also asked if my final bill was included in the packet I had sent to the resolution center. I told him I thought it had been sent but that I would try to check further. He said he would do the same. He gave me his phone number and asked that I leave a message concerning my findings. I called a day or two later and left the message that the final bill was included in the packet of information I had sent. I did not receive a return call from him acknowledging he had received my call, so I called again asking if he received the information I sent and I asked him to call me to let me know. I have not heard from him or from anyone else at AT&T since that day in late Dec. 2017 when Mr. Williams called me. Although he told me payments of $185 and $697 would be returned, I have received nothing in writing. I have called Mr. Williams' number at least 10 times, leaving a message each time, asking that he respond to me. I still have not received any response. It has been three weeks since he called. I would take this to the next level, but AT&T has not sent me anything in writing to concur with the information Mr. Williams gave me by phone. I do have proof that he called, but that's all I have. Does anyone have a suggestion or perhaps a number I can call since Mr. Williams apparently has decided to ignore my messages to him?
ATTHelp
Community Support
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232.9K Messages
6 years ago
Hello @QualityWeb,
Thank you for your recent posting. We appreciate your participation within the Business Community. We apologize for this experience. We're happy to help you. In order for me to research your issue, I will need to verify some information. Please send me a private message: https://forums.att.com/t5/notes/composepage/note-to-user-id/3757732
And include the following details:
Your full Name:
Business Name on Account:
Business address:
Number on your account:
Preferred Contact #:
Email address:
Thank you,
Laura G.
Social Media Manager
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formerlyknownas
ACE - Sage
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118.4K Messages
6 years ago
@QualityWeb
Just and aside .... you are not entitled to any refunds for ETFs. Until you cancel, you are not billed for ETFs. You cannot pay an ETF until it is billed and reps would not know exactly how much you would owe on a large number of devices. Installments are of course on your bill.
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Paloma0216
Tutor
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4 Messages
5 years ago
This is happening to me as well. I am very upset and am planning on taking this to the attorney generals office. I HATE AT&T. They are the WORST COMPANY IN THE WORLD AND I WILL DISCOURAGE AND LET EVERYONE KNOW ABOUT THEIR FRADULAUNT PRACTICES!!!!!!!
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formerlyknownas
ACE - Sage
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118.4K Messages
5 years ago
@Paloma0216
This is what to expect if you cancel service:
1) know how. (Seems neither of you did). Porting out only cancels phones numbers you take with you. No carrier ports tablet or watch lines for you, they add new number. Therefore you must call and cancel lines you can’t or don’t want to port.
2) You must pay off devices. You can pay off installments beforehand, and unlock those devices. You cannot prepay ETFs. You are charged taxes on ETFs.
3) Final bills are NOT prorated. Time your exit at the end of a bill cycle, as you will pay for it anyway.
This is universal information. All carrier operate this way.
You agreed to it here: https://www.att.com/legal/terms.wirelessCustomerAgreement-list.html
And you might want to read your current carriers TOS, both now, and before you cancel with them, so you are better aware of your rights and responsibilities next time. Despite your claim of “fraudulent practices” they are billing as permitted, and agreed to by you. Good luck with the AG.
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nwilli38
Tutor
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7 Messages
5 years ago
I have already spoken with someone legal and its not going to be pretty. I switched from sprint 4 lines and they gave me incorrect information telling what plan I had and what I would be charged and they never honored it, will not go back and listen to the call. I have spent hours and hours on the phone, they completely have over billed me. I am so disappointed but I am going to switch right back as soon as possible.
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nwilli38
Tutor
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7 Messages
5 years ago
They make so much money I was suppose to have the buy one get one free got it for 2 months, but I am already taken necessary steps legally.
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nwilli38
Tutor
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7 Messages
5 years ago
You have the answer for that. What is a solution, started service October 4th started the process over the phone. Sister died had to leave town. Was only sent 1 phone, was told to go to the store to get the other 3. Was told repeatedly what I was getting calls are recorded. They are now telling me I was suppose to have another service in order to get the bogo promo. It was told because I was porting in these numbers this is the reason I am eligible. Not that I needed phone and internet service. I have called in at least 50 times in the last few months. I keep being lied to saying they will fix it and all of the above. Still not resolved and says I am not eligible for any of it credits or bogo. This is illegal, and you caused me to cancel my service pay a cancellation fee and you don't honor what you say. Well now my attorney is involved.
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formerlyknownas
ACE - Sage
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118.4K Messages
5 years ago
@nwilli38
1. This is primarily a customer populated forum
2. The computer adds credits if you met, and kept to the promotion requirements
3. If you aren’t on the unlimited and more premium plan, you probably don’t qualify, it has been part of the requirement for several months, in addition to new lines and keeping Next installments on the lines.
If you give me the exact dates you bought in, I can find the promotion in print.
4. At&t publishes its prices, promotions and plans. That is at&t’s Offer to all. If your price matches the public offer, At&t is not cheating you.
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nwilli38
Tutor
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7 Messages
5 years ago
saying what did you offer is what I’m saying it’s been proven by the store
I was eligible for what they said
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formerlyknownas
ACE - Sage
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118.4K Messages
5 years ago
If what you were told, isn’t in PRINT on At&t website, then it’s your word against a public price and public BOGO offer. That never works, just like a handshake doesn’t count when a written contract has different terms.
Its why we write again and again, read the offers.
Again, if you want to give me the date, I’ll dig up AT&T’s bogo deal. If you want to go over your plan, it’s on the website, but I’ll review it too if you want.
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