If ATT owes you your money - forget about it or be prepared to wait forever!

We moved into the US in March 2015. I was looking for a high speed internet provider and decided that ATT is a good choice. A well-known, respectful company, where nothing can go wrong. What a disappointment!

 

On March 21 I came to the ATT agent (Novi, Michigan) and asked for U-verse services to be connected. They requested 449$ for a “security deposit” since I am a new customer without a history. They shocked me by asking for such a huge deposit but I was in extreme need for internet and agreed to pay (the stupidest thing I’ve done since I am here). Once I paid the money and cash desk was closed I’ve asked the agent about when I can expect this “security deposit” to be returned. A second shock was her answer “never”!

 

A “deposit” I paid turned to be a non-refundable “management fee”. I requested my money back. She responded that unfortunately they cannot refund them in the office. That I must call ATT customer service by myself and cancel the order with them and then I’ll get a check with refund. I was tired and had no energy to argue. So, I left the agent’s office.

 

Next day I called ATT and canceled the order (answered tons of stupid questions like “why you decided to disconnect”). Was promised that my check will be sent “within 5-7 business days”). It was March 22.

 

April 9 – still nothing. I called them back trying to find out where is my money. Spent 1 hour over the phone, was forwarded 5 or 6 times between agents and every time I had to tell my story again. Then, a lady from the accounting department whose name is Elisabeth Snow expressed me her sorry because of terrible mistake. For some reason the check was not issued automatically but they “will do it manually and I will receive it within the next 5-7 business days”. She even promised me that her supervisor will call me to confirm when the check is sent to me.

 

April 21 – nothing happened. No call from the supervisor, no check in my mail box. I am calling again. This time another ATT customer service representative told me that they cannot issue a check before 30 days are passed from the order’s cancel date. He explained that on April 23 the check will be issued automatically and then I should receive it “within 5-7 business” days.

 

May 3. Guess what? NOTHING! I am checking my mail box every day because I need these money to buy a vacuum cleaner. But does ATT care? It is my money, so this is my own problem. Today is Sunday. I called the customer service again. Response was that “this department is closed. Please try again next day”. So, I am really angry. I am writing here to help other people to avoid similar situations. Don’t mess with ATT! They do not care about your business and do not deserve your respect!

 

By the way. The same day I canceled my order with ATT, I’ve called BrightHouse (local internet provided in MI). It took only 1 day for them to install a modem in my apartment and connect me! Without a dollar paid! I received first invoice from them only after one month of using internet! This an example how it should work!

 

P.S. If someone from ATT wants to check whether my story is true – my account number is **

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]