Poor business practice not to credit my account

I personally am upset with AT&T right now, as well.  Because of service coverage in areas I travel frequently, I decided  to change providers.  I was 11 days from my contract being up, and called my local office to see if I would be charged for cancelling.  I decided to call and ask, because I knew I was available for an upgrade, but wanted to make sure I wouldn't be charged for a cancellation fee this close to my contract ending.  I was assured that this would not be an issue, since I was this close.  Low and behold, I have now received a bill for $95.00 plus a whole bunch of taxes for a early cancellation fee.  When I called customer service, they told me there was nothing they could do for me...and unfortunately, the local AT&T office didn't put any note into my account of my phone call, so there is no "proof" that I had a conversation with them.  So, needless to say, I will be stuck with paying this darn bill, but I sure am glad I am no longer an AT&T wireless customer.  It sucks that I've been a loyal AT&T customer for my wireless for 17-18 years, and I have often exceeded my contract times to then have a $95 charge for 11 frickin' days!!

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@Dgleich wrote:

I spent about 35 minutes today talking with customer service regarding my phone bill.  My wife and I were paying over $200 a month for our two phone lines.  When we researched the issue we discovered that an international data plan was left on the bill for several months, even though we requested cancellation after 30 days when we intially ordered. The representative in the store told me that customer service would likely be able to credit my account.  

 

When I called 611, the customer service representative stated that he couldn't credit more than a certain amount.  I find this very hard to believe.  He asked his supervisor again and got the same answer.  It is evident from my monthly bill that I was not using the global data plan. Why not just credit my account for the months I was not using it?    

 

This practice is very dissapointing.  I would at least like to be told the truth; that ATT would like to keep my money rather than charge me only for the services I've used.  Please don't tell me you can't issue a credit over a certain amount.  I don't see any reason why I would want to continue doing business with a company with these types of policies and this type of greed.  This is extremely poor cusotmer service and falls well below the expectations of a company that I pay a significant amount of money to in a timely manner every month.     

 

Even if it costs me $1000 to get out of my contract, I don't think I'll remain with att if this issues isn't resolved reasonably.  Maybe other companies have the same practices too, but at least they haven't applied them to me yet.  

 

Disappointed,

David 

 

 

 

 

Why did you wait "months" before checking your bill and discovering the error? After a certain point, the error is no longer "The representative didn't fulfill my request" but rather "I didn't verify I had what I wanted". 

If you went to a restaurant and ordered the BLT, but were served chicken Kiev, would you eat the entire chicken dish before notifying the server there had been a mistake?

Who eats chicken kiev?  I did not use any global minutes (analogous to eating the chicken kiev before complaining) because I was in the united states the entire time being charged for an unused sevice.  Additionally, restaurants don't auto-withdraw from your bank account.  {keep it courteous}

If I buy a shirt at any department store, it sits in my closet for 3 months until I try it on, and it turns out to be too small, I take it back to the store and I at least get store credit, if not my money back.  I consider that good customer service.  

You're response was infuriating and unhelpful.  Go away!  

The representatives do have a limit as to how much they can refund. The system literally doesn't let them. Then their supervisors have a slightly higher limit. It's possible that the amount was over their limit.

Even so, that's why it's good to check your bill every month. It's your responsibility to dispute anything as soon as possible. Maybe they can refund a portion of it, but that's up the agent you're speaking with. 

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@Dgleich wrote:

.  Additionally, restaurants don't auto-withdraw from your bank account.  {keep it courteous}

 

If I buy a shirt at any department store, it sits in my closet for 3 months until I try it on, and it turns out to be too small, I take it back to the store and I at least get store credit, if not my money back.  I consider that good customer service.  

 

You're response was infuriating and unhelpful.  Go away!  

 

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However, AT&T gives you the opportunity every month to "try on the shirt" (i.e. when they send you the bill). Refunding any money from bills you've already paid (i.e. confirm they "fit") is good service. 

You should contact AT&T customer care using the link below to find out the maximum refund you can receive. A word of advice, though: if they don't tell you what you want to hear, don't resort to insults. That will not be helpful at all, and might hurt someone's feelings.

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773