New Member
Services terminated early
Called to schedule termination of services at the end of my billing cycle and instead she shut them off the day I called even though I clearly stated that I wanted it to be canceled at the end of the bill cycle (because that makes most sense, why would I end services early and not ask for a refund). The first solution was to contact the disconnection in error department but apparently they do not turn services back on that were terminated by human error. Spent over 3 hours getting a run around and being told the only way to turn the services back on for my remaining days was to enter into a new contract for 12 months. WHY WOULD I CONTINUE SERVICES WITH A COMPANY WITH SUCH BAD SERVICE? The final supervisor I talked to I advised I wanted to talk to his boss and he proceeded to tell me “who the owner of AT&T.” REALLY?!?!? Awful service and beyond disappointed. From what I read online this is not a unique case either! SHAME!
sandblaster
ACE - Expert
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2K Messages
5 years ago
Definitely human error because you are billed for the full month whether you use it or not. There are no refunds. Not sure what sort of resolution you are seeking since you have terminated service but it might be worthwhile to file an FCC or BBB complaint. In this case, maybe they will issue a refund.
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Juniper
ACE - Expert
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23K Messages
5 years ago
You are billed for the full service month, no matter what day you choose to stop using it. So canceling mid-cycle does not get a refund.
Unfortunately since they made that change over a year ago, it appears their system cannot be set to shut off service on the last day but only effective the day you called in and decided to cancel. This I do have a problem with as the system should just lock it to the last day so you could get the most out of what you are paying.
Once canceled, reactivating the service changes your bill cycle. That becomes the new day 1. It would not come with a 12 month agreement unless they were adding perhaps some special returning promotion, which would not be appropriate for the situation. What I feel should have been done is turn on service (no agreement, no promotion), and with the billing dates updated to receive a manual credit for the days after your service cycle had been ending because of the incorrect shutoff.
Since it sounds like you took this as high as you could over the phone, the next step would be a BBB/FCC complaint.
For reference here is the notice they sent in 2018 about no longer prorating/refunding final bills for mid-cycle cancellations.
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