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AT&T auto-debited for 8 months after service cancelld, apologized but 26 reps couldn't issue refund

Acct #xxxxxxxxxx- Case ID# xxxxxxxxx (58 days, 37 calls, 26 Reps) I discovered on 4/1/2016 that AT&T was billing and auto debiting money for services that were supposed to be disconnected August 1, 2015 (called AT&T June 2015), I contacted AT&T (800-288-2020) to complain. I moved to a town that does not offer U-Verse, I was being charged just the same. I first spoke to Mike (didn’t get operator ID), and he said he cancelled my service, ordered a refund and was sending info on returning equipment, he said “$786.63 refund will take up to 2-3 weeks). I then spoke to Marvin (xxxxxx), said he was a billing manager and he said mike made no notes. Marvin cancelled services (conf. #xxxxxxxxxxx), and ordered a refund. That call took 1:46. After 6 weeks I called several AT&T reps beginning 5/19/2016, all either told me there was no record, told me they’d set up a “payment claim”, or said they’d handle things and call me back the next morning. The reps were Brad xxxxxx, Kesha xxxxxx, Gina xxxxxx, Wendy xxxxxxx, Joee xxxxxx, Len xxxxxx, Trecy xxxxxx, Christy xxxxxx, Eliza xxxxxx, Susan xxxxxx. After almost 2-months, AT&T acknowledged their error but never refunded. Instead, 11-days after I notified AT&T to stop billing me, AT&T turned me over to Credence, a collections agency, with a bogus $259.04 charge for equipment I was returning (returned ref #, and $73.16, for March 2016 service. Again, service was cancelled in 2015! AT&T has repeatedly attempted to draft my Wells Fargo account, and that account was changed to a zero-balance funding account, so I’ve been charged $35 four times because the transaction was denied. Over 11 hours on the phone, outsourced customer service that promises the world but essentially isn’t being honest, and nothing but frustration for a long time customer. Please research this. I am left with no alternative than to pursue legal remedy, and that is absolutely ridiculous for AT&T to make a mistake, and push a customer to go this route.

[edited for privacy – please do not post personal information]

Responses

ATTU-verseCare

Community Support

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865 Messages

9 years ago

Hello @Shaunnybear24,

We are sorry for your inconvenience. We will be glad to help. Please send us a detailed message by clicking here. Be sure to include your name, 9 digit U-verse account number, phone number, and the best time to reach you.

We will get back to you as soon as possible via email. In the meantime, let us know if you have any other questions or concerns!

-ATTU-verseCare

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Shaunnybear24

Tutor

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4 Messages

9 years ago

FYI to anyone reading this "response"; I've been receiving generic responses like this for quite some time from AT&T, even from their "social media" and "Office of the President" staff. Each department has responded the same way, with identical information each time. The only response after resending the exact, detailed information I've already sent to them, I get the same response; this is "being investigated". Then AT&T disappears. Stories like this appear in several blogs, and nobody at AT&T seems to be in any hurry at all to fix AT&T's mistakes. If you owe a corporation like AT&T money, they harass you, put you in collections and ruin your credit, within weeks. When AT&T screws up and "accidentally" takes money out of your bank account, they do little or nothing to fix the situation in a timely manor, if at all. However, I'm not going away, quite the contrary. After spending over 13 hours on the phone with 34 different AT&T reps/managers, after being promised by 5 different "managers" at uVerse billing a call back with a resolution (no manager ever called back, they aren't even allowed to make outbound calls), and after several "canned" email responses that have amounted to absolutely no recognizable action, it's become apparent to me that this will need to be addressed in civil court. They took money out of my account, admitted their mistake over 2 months ago, and simply chose to do nothing in hopes I'd eat the almost $800, and just go away. If it wasn't for monopolized business demographics, maybe AT&T would care about things like this. And maybe if more people fought back against AT&T, maybe management would address these issues towards resolution instead of employing a tactic of frustration and delay. I'm frustrated. But I'm not going away, not a chance.

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Shaunnybear24

Tutor

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4 Messages

9 years ago

I just figured out why this blog is so ineffective. AT&T edited out personal information from my post, that I understand; but AT&T editing out AT&T operator ID numbers, and my AT&T case number from my post? Why do that? I assume that this is why AT&T keeps responding to these posts by asking for details (which were provided before AT&T edited the details out). AT&T removes the details from the post so that their resolution clock doesn't ever start. How is this good customer service? Another part of the intentional process of frustration and delay.

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JefferMC

ACE - Expert

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36.9K Messages

9 years ago

@Shaunnybear24, you have made a post an a public forum provided for AT&T users to communicate with other AT&T users. As such, you should not post your full name or any identifying or private information such as your account number or case number in such a forum. While AT&T employees do look at forum posts from time to time, you should have no expectation that any particular action will come from such a post.

You should instead click this Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site, next to your avatar and name) in a business day or three. You can speed things up by including your name, Billing Account Number and the best way and time to reach you in that Private Message where only AT&T employees can see it..

EDIT: BTW, the information has been removed by an administrator who works for the Forum service provider, according to the rules of this community forum, not by AT&T. Again, you need to provide your contact information in a Private Message to one of the two links above (either ATTU-verseCare or my link to ATTCustomerCare) in order for them to contact you.

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skeeterintexas

ACE - Expert

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28.3K Messages

9 years ago

@Shaunnybear24 wrote:
I just figured out why this blog is so ineffective. AT&T edited out personal information from my post, that I understand; but AT&T editing out AT&T operator ID numbers, and my AT&T case number from my post? Why do that? I assume that this is why AT&T keeps responding to these posts by asking for details (which were provided before AT&T edited the details out). AT&T removes the details from the post so that their resolution clock doesn't ever start. How is this good customer service? Another part of the intentional process of frustration and delay.

Do you want EVERYONE with access to the World Wide Web to see your case number?

The Uverse Customer Care Team wants details in a PRIVATE message, NOT posted on a public message board.

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JohninFL

Scholar

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167 Messages

9 years ago

When you canceled your service why didn't you cancel the auto debit? That would have been the first thing I would have done. Also, don't you check your monthly bank statement(s)? It took you eight months to realize that ATT was still debiting your account. With all the idenity theft and hacking going on today you need to be more diligent in account monitoring especially financial statements.

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Shaunnybear24

Tutor

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4 Messages

9 years ago

I assume this was an AT&T monitored website, and as such, their own operator ID's weren't confidential, as well as their incident case number, which does not identify to a customer, and is not my personal information. AT&T has contacted me with generic emails through this particular blog to say that they are "investigating". If this blog was only for customer to customer communication, why is AT&T monitoring, responding to and joining in on those conversations? I indicated that I understood my private information being removed, but the other non-identifying information didn't seem to me that it needed to be removed, followed by a request for the same information. I communicated almost 34 times privately by phone, and 9 times via email. I used this board as a last resort to shed light on this issue, which is far from unique. So your misdirected "the customer is wrong" comments about using this AT&T owned public message board don't help; it's more of the same frustrating inaction from AT&T. Addressing the issue I brought up of removing AT&T rep ID numbers, that accomplished nothing towards my refund.

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skeeterintexas

ACE - Expert

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28.3K Messages

9 years ago

Did you ever send a Private Message using the link provided? , not 'social media' (Facebook/Twitter), not email, not a phone call to CS.

Check the blue envelope in the upper right hand side of this page by your name for a response.

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Shaunnybear24

AT&T auto-debited for 8 months after service cancelld, apologized but 26 reps couldn't issue refund

ATTU-verseCare

Shaunnybear24

Shaunnybear24

JefferMC

skeeterintexas

JohninFL

Shaunnybear24

skeeterintexas

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