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I'd like this to be forwarded for customer service
I'd like this to be forwarded to the President of AT&T please.
I've been a customer in good standing with DirecTV services for over 10 years.
Recently relocated to an apartment that has a contract with Wavecable and would not be able to use DirecTV.
I called AT&T to cancel my DirecTV service on 9/12/2020. Explained situation that I would not be able to have DirecTV services. Associate explained that my bill would not be prorated and I would be charged through 9/23 but not to worry, since I'm billed a month ahead of time the final bill should be minimal if not zero .
On 9/22 received an email statement for full charges of $165.04. On 9/30, I spoke with multiple customer service employees and explained my situation and I was told it is not AT&T's policy to either prorate a bill nor bill a month ahead. I eventually spoke to a supervisor and said that I hear so much about conversations for quality that are recorded and asked if my conversation was recorded and that it would show what I was told. She said yes, that they are recorded, and I gave her permission to not only obtain that recording but contact me regarding it and a resolution to my issue. She also mentioned that there was one exception for prorating a bill and that was relocation with DirecTV services not being allowed, such as my situation.
10/28 I received another statement for $165.04 and have not received a call from anyone re: my recorded conversation.
Yesterday, I spent 2 hours on the phone being passed around to 5 different representatives ranging from telling me that the only way to resolve this was to let it go to a collection agency or they can't help me and I should just pay it to finally Erica in Collections. She was very helpful but there are discrepancies in the texts on my account that do not reflect my conversations. There are no notes reflecting my request for my recorded conversation and there is a note that says I requested my services to continue until 9/23. I cancelled my services effective 9/12 and moved 9/14. Why would I ask for my services to be extended when I'm not there to receive the service?
There's an old adage in customer service. If you please someone, they will tell 4 people. If you upset someone, they'll tell 11 people. Guess where I am on this? No customer should have to go through this treatment.
I would appreciate a response from AT&T re: my situation.
Anne
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Juniper
ACE - Expert
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22.9K Messages
4 years ago
Since bill is not prorated of course the final bill would not be "minimal or $0". It would be a full bill. The statement after that would show a $0 balance if paid in full, or list any one-time charges to clear out the account (such as an ECF if you still have time left on an agreement for example).
It is not that you requested service to continue, it is that the account only stops billing at the end of the service month. Doesn't matter how many days in you are, you pay for the entire month.
Notice from 2018:
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skeeterintexas
ACE - Expert
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28.3K Messages
4 years ago
A. This is a customer-to-customer message board. No one from AT&T will see your post.
B. AT&T does not pro-rate your final bill. I'm not aware that they wave the final bill for anything.
3. The CEO of AT&T makes over $1,000,000 a year. I really don't think he has to moonlight as a CSR.
You can file a complaint with the BBB. Others have reported that in doing so, it resulted in a call from someone from the OOP....not THE President, just the OOP.
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shannon02
ACE - Expert
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21.1K Messages
4 years ago
You are not billed in advance, your billing cycle started the day you are installed and the bill is made and sent on day 2.
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cmad516
New Member
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4 years ago
I am having the same issue with AT&T . I am cancelling my service and am waiting on the line for 20 minutes to speak to some one because they are so busy.
You cant cancel remotely . Direct Tv was so much better
We are also moving.
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Juniper
ACE - Expert
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22.9K Messages
4 years ago
@cmad516
You never could cancel remotely. Like other companies they require a live agent to discuss the situation to see if they can retain your business. So that wasn't changed by AT&T and is the same concept with other businesses.
Call centers are one of the institutions that got hit the hardest by Covid. The weren't setup with work from home plans. So with all the restrictions they were forced to close many call centers temporarily. That leaves them short staffed. And on top of that there is an understandable increase of people calling in to find ways to lower the bill or cancel because of tough finances. And don't forget this is football season which is a busy time for them regardless with the NFL Sunday Ticket.
As for no longer prorating final bills (as discussed earlier in this thread), that is becoming the standard with many companies. Notices have come from others doing the same thing, with many who were already like that before DirecTV went that route.
I agree there are absolutely challenges and concerns from AT&T acquiring DirecTV. But these particular points wouldn't expect to be any different even if DirecTV stayed their own company.
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