Tutor
Where is my refund?
In July our DTV bill increased by about 40%. I called to ask about moving to Uverse, bundled with our internet. I spent two hours on chat, transferred to 11 agents (and I have the transcript to prove it.) When it became apparent that not one person could answer my simple question, we decided to move to Dish. We cancelled our DTV and were told that the $131 that we paid for and wouldn't use belonged to DTV plus we would be billed an additional $70 for leaving early. When I got the bill for the $70, I was angry and went back to chat - that agent realized I had done everything in my power to stay with ATT and they failed me, so he cancelled the $70 and got an okay to refund the $131. On August 24 I received email confirmations on both, and he promised to expedite my getting either a refund check or a gift card. Last night I got back on chat because a month has gone by and no sign of my refund. That agent said she saw nothing about the refund status, promised to resolve it and email me before she went home to confirm that it was all fixed. No email ever came, and now I can't get on chat because they are so busy. I will ONLY chat because I want proof of the conversation - I think now I will take them to small claims court, but will never EVER go back. I told the guy who authorized the refunds that if this all worked out, I would consider coming back to DTV - they are incompetent and they lie, lie, lie. Unfortunately for them, I have everything in writing....see you in court, ATT....
Juniper
ACE - Expert
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22.9K Messages
6 years ago
Agents cannot just waive early cancellation fees and your monthly billing. Most likely agent submitted credit on the account for both and an internal review denied it as the agent was not authorized to do so.
As for the full monthly bill, that is a new situation this year. What happened is that AT&T changed the cancellation policy that no matter when you cancel, you are still responsible for the full service month. This is the notice they sent out last year informing us.
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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Krisser
Tutor
6 years ago
take to small claims court with all the chat transcripts. The agent left the
chat to get approval from his manager - and if ATT sends me an email saying
I have a refund coming, then denies it? SEND ANOTHER EMAIL.
I will also print all this and go into your busiest ATT store and let
everyone there know just how poor ATT is when it comes to customer service.
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shannon02
ACE - Expert
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21K Messages
6 years ago
You are limited to binding arbitration.
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
Store employees are not employees of DirecTV. Though AT&T owns them, there is still some separation. When it comes to DirecTV, store are more like 3rd party resellers. They do not work on existing accounts and can only send in orders for new service. And it is not my store as we are customers like you. This is a public forum, not customer service.
Chat is not full customer service, possibly outsource suspected from misinformation that has come out of that medium recently. Also for some reason, regular customer support has no access to the chat transcripts as has been mentioned over the phone and from some with the "employee" tag here.
Terms of Service restrict you to arbitration as opposed to other "legal" avenues.
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Krisser
Tutor
6 years ago
concern for the customer. Oh well, farewell forever.
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
Your assumption is wrong. This is a public customer to customer forum, not customer support. I am a customer like most others here so cannot provide you any service for your account. Just can provide guidance and realistic information from my own experiences and knowledge.
Those that are from AT&T/DirecTV have the "Employee" tag, though they are posting on their personal time and not in an official capacity. Only responses from the "Cares" team are official responses, usually resulting in a post as well as a PM for privacy of accounts. But apparently they are a small group, not a replacement for customer support.
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Krisser
Tutor
6 years ago
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
Again, I am not your provider. I can do anything without you as I am just a customer, so I don't care where you go. I was just providing a realistic view of the situation, regardless if you liked the perspective or not.
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