Contributor
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1 Message
ATT only cancelled my Uverse and kept billing me for land line
I ordered both services through the same service agent. We moved over to Xfinity in February 2017 and I called AT&T to cancel service. They cancelled the U-Verse but kept billing me for the land line. I never received a bill or notification, only a monthly deduction from our Bank account. Last month my ATM card was stolen so I had to change the account. Then I received a notice of cancellation from AT&T for an account that I had requested to cancel 13 months ago. When I called CS, I spent 45 minutes navigating the Org until I got to Jessica with Customer Loyalty. She was very nice and informed me that they are two separate businesses and that they didn't cancel the Land Line. I asked to have the account cancelled and my bank account credited for the wrongful charges. I was told they could only go back 60 days. The justification was that they were separate businesses. Separate businesses serviced by the same Customer Service Group and Sales Organization. I asked to speak to a supervisor and was told someone would have to call me back. I'm not holding my breath so I will share this story in the hopes that they will do the right thing.
DIRECTVhelp
Community Support
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255K Messages
7 years ago
Hello @88hopper,
It would be a pleasure helping you get this issue resolved . No worries!
May I invite you to private message? It is located in the Forum's Inbox found to the upper right- hand corner of this web page to gather more information. We take your account specific information seriously and want to take all precautions to keep it safe.
Thank you for your assistance.
Georgia, AT&T Community Specialist
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