Contributor
Final Bill Adjustment
In February, I scheduled to have my service moved to my condo. Once the installer came and determined no LOS, and no SM came to verify, I went with another service. I was told by CS a return kit would be mailed but was never received.
I received a final Bill in April totaling over 600. I spoke to CS, and was told to return to UPS store. Once calculated there was remaining balance of 238.00. I asked for a correct adjustment for the 7 days of service I received before moving and once told no service could be had at new location. CS mentioned credits would be made once the equipment was received.
Equipment was mailed and received but a final bill totaling the same amount after the equipment was sent. I called to inquire and was told to write a letter and send to dispute department in El Segundo. Of course no credits have been made and now the bill has been sent to collections. I spoke to the collection agency explaining my dispute and they claim to follow up. I stated I am willing to willingly and expeditiously pay what I owe, but I do NOT owe over 200 dollars for 7 days of service.
No one has contacted me and now my credit has been impacted by a collection.
WHOM do I contact to have this issue resolved??
The lack of follow up from the time I asked for a supervisor to verify no LOS as the tech seemed impervious to my request, to the horrific CSR who was rude, indignant and down right inexplicably unhelpful, to the so-called “dispute headquarters” requiring a snail mail letter in 2019, to now not having any retribution. I had been a customer for over a decade and have had the absolute worst experience just trying to pay what I owe.
Juniper
ACE - Expert
•
22.9K Messages
6 years ago
Supervisor does not need to come out to verify NLOS. They only go out at request for a 2nd opinion if you think that despite what the initial tech said that you could get service. As long as initial tech marks appointment as closed for NLOS then a waiver on the ECF is submitted when you call to cancel the account.
You do not get credit for any remaining days in the service month. The cancellation policy was changed in January 2019, with notification November 2018. No matter when you call to close the account, the actual day of cancellation is the end of your service month. Here is the notice for reference:
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.
Questions about this change? Go to att.com/ProrationPolicy for more information and to see the revised section of your service agreement(s).
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