Overcharged with no resolution

  • Hi Guest, welcome to the help forum. You can get fast answers to your customer service questions here. We have a dedicated team of advocates who are ready to help. Just go to the section that matches your question and ask us!
  • If you've posted a question or issue for our advocates to assist with, please be sure to check back frequently for responses and requests for clarification.
  • Did you know you can get email notifications when something new posts to your favorite forum? It's easy. Just click the "watch" link right next to the "post new thread" button at the top of your favorite forum. The rest is easy. Now you'll never miss another conversation.
  • Want to become an expert user? Drop by the How to use this forum section and all will be revealed. We'll show you how to make the most of your experience.
Nov 9, 2018
10
1
3
39
#1
Hi, I was overcharged a total of about $317.29 ($108.36 + $208.93) and I need assistance in getting my refund. Overcharged $108.36 (auto-debited $331.53 on 9/10/18; monthly bill was about $223.85) where this amount was to be credited every month for 24 months for the iphone7 trade-in to make the four iphones ($27.09 x4) free. I traded in four iPhone 6 when I signed up and Att honored it every month except that month. I was then charged the full amount of $223.85 on 10/9/18 (9/20/18 - 10/19/18 service) even after I switched carriers and cancelled my service on 9/21/18. I spoke to customer service on the phone, chatted online and went to the store leading up to cancelling my service to confirm proration. I was told att would pro-rate the two days of service. Two days would make it $14.92 ($7.46x2) $223.85/30 days = $7.46 per day. Overcharged $208.93. I can provide names and dates of att reps I spoke to. I also have snapshots and emails of reps I chatted with online to confirm the overcharge.

Just received another bill for $9.67 even after I switched provider.
 

Attachments

Jun 30, 2017
827
770
93
Maui Hawaii
#2
Hi, I was overcharged a total of about $317.29 ($108.36 + $208.93) and I need assistance in getting my refund. Overcharged $108.36 (auto-debited $331.53 on 9/10/18; monthly bill was about $223.85) where this amount was to be credited every month for 24 months for the iphone7 trade-in to make the four iphones ($27.09 x4) free. I traded in four iPhone 6 when I signed up and Att honored it every month except that month. I was then charged the full amount of $223.85 on 10/9/18 (9/20/18 - 10/19/18 service) even after I switched carriers and cancelled my service on 9/21/18. I spoke to customer service on the phone, chatted online and went to the store leading up to cancelling my service to confirm proration. I was told att would pro-rate the two days of service. Two days would make it $14.92 ($7.46x2) $223.85/30 days = $7.46 per day. Overcharged $208.93. I can provide names and dates of att reps I spoke to. I also have snapshots and emails of reps I chatted with online to confirm the overcharge.

Just received another bill for $9.67 even after I switched provider.
You need to make a bullet point list of what occurred. The information as you have provided it is not comprehensible. It is not possible to help you without a clear picture of what happened.
 
Nov 9, 2018
10
1
3
39
#4
Hi, need help. I’ve been overcharged about $317.29 ($108.36 + $208.93) the last couples months by ATT:

Signed up 9/16/16 (switched carrier 9/21/18) for the free iPhone 7 trade-in promo.

Traded in four iPhone 6 and to be credited $108.36 (4*$27.09) monthly (24 months). Credited every month except service period 8/20/18 - 9/20/18; auto-debited $331.53 instead of $223.85. $107.68 difference.

Monthly plan cost of $223.85 is $175 plus taxes: $75 ($85 Unlimited Choice -$10 autopay credit) + $100 (five lines @$20 per).

Payment history:
10/9/18 $223.85 (9/20-10/19 service) - left 9/21
9/10/18 $331.53 (8/20-9/19 service) why?
8/9/18 $223.85 (7/20-8/19 service)
7/10/18 $$224.10 (6/20-7/19 service), etc.

10/9/18 $223.85 payment should be prorated to $14.92 ($223.85/30 days = $7.46 per day *2) according to ATT customer service (email attached). Should be $208.93 credit.

Just received another bill for $9.67 (9/20-10/19 service) even after almost two months.

Any assistance is appreciated.
 
Jun 30, 2017
827
770
93
Maui Hawaii
#5
Hi, need help. I’ve been overcharged about $317.29 ($108.36 + $208.93) the last couples months by ATT:

Signed up 9/16/16 (switched carrier 9/21/18) for the free iPhone 7 trade-in promo.

Traded in four iPhone 6 and to be credited $108.36 (4*$27.09) monthly (24 months). Credited every month except service period 8/20/18 - 9/20/18; auto-debited $331.53 instead of $223.85. $107.68 difference.

Monthly plan cost of $223.85 is $175 plus taxes: $75 ($85 Unlimited Choice -$10 autopay credit) + $100 (five lines @$20 per).

Payment history:
10/9/18 $223.85 (9/20-10/19 service) - left 9/21
9/10/18 $331.53 (8/20-9/19 service) why?
8/9/18 $223.85 (7/20-8/19 service)
7/10/18 $$224.10 (6/20-7/19 service), etc.

10/9/18 $223.85 payment should be prorated to $14.92 ($223.85/30 days = $7.46 per day *2) according to ATT customer service (email attached). Should be $208.93 credit.

Just received another bill for $9.67 (9/20-10/19 service) even after almost two months.

Any assistance is appreciated.
I am sorry to sound like a broken record, but the above reads like an outline of notes to remind YOU what happened but does not begin to explain to someone who knows nothing about your situation or what ATT offers. You need to fill in the details (not "Signed up 9/16/16 "--with who for what). Then "(switched carrier 9/21/18)"-why is this relevant here? What do you mean "left 9/21"?
Why did you switch carriers-was it because of this dispute with ATT? Since you are presumably no longer an ATT customer, they have very little incentive to make you happy. You need to make your issue crystal clear before they will even read your message. If they do not understand what the issue is on first reading they will delete the message and ignore you.

You need to put in all of the details in a bullet point fashion so we can understand, and more importantly, so an ATT customer service person, who may have started working there last week and knows nothing about some offer in 2016, can understand what the issue is and help you.
We can help you craft a message to ATT but if we do not understand, ATT will not either. There are far too many assumptions and suppositions to be made based on the outline you have provided.
Try explaining what happened to a friend or family member who knows nothing about what transpired and have them write down what they understand of what you tell them, and then edit what they write.
 

jsn55

Verified Member
Dec 26, 2014
7,292
7,123
113
San Francisco
#6
Knging, it's difficult to explain a complex problem to people with no foundation knowledge of that problem. I advise that you make a list and sit down with a friend to review it ... someone who does not know what happened. S/he can tell you what is not clear and what needs to be elaborated, or what needs to be discarded. That should allow you to give us a clear picture so we can assist you. We really DO want to help you!
 
Nov 9, 2018
10
1
3
39
#7
Hi, ATT overcharged me about $326.96 ($108.36+$208.93+$9.67) and I need help getting it refunded.

9/16/16: Signed with ATT (switched carrier on 9/21/18 due to cost & erroneous charges) for the free iPhone 7 trade-in promo. Promo (attached/link below) was for $650 per phone/line in monthly bill credit in which ATT only honored 23 of the 24 months.

https://www.att.com/esupport/article.html#!/wireless/KM1123971?partner=LinkSharesiteId

Traded in four eligible iPhone 6 and to be credited $108.36 (4*$27.09) monthly (24 months). Credited every month except service period 8/20/18 - 9/20/18; auto-debited $331.53 (9/10/18) instead of $223.85. My account remained active and in good standing for the entire two year duration (9/16/16-9/21/18).

Monthly (attached) cost of $223.85 is $175 plus taxes: $75 ($85 Unlimited Choice -$10 autopay credit) + $100 (five lines @$20 per).

Payment history:
11/8/18 $9.67 (9/20-10/19 service) why?
10/9/18 $223.85 (9/20-10/19 service), 9/10/18 $331.53 (8/20-9/19 service)trade-in credit wasn’t applied
8/9/18 $223.85 (7/20-8/19 service), 7/10/18 $$224.10 (6/20-7/19 service), etc.

10/9/18 $223.85 payment should be prorated at two days = $14.92 ($223.85/30 days = $7.46 per day *2) according to ATT customer service (email attached). Also spoke and confirmed proration with ATT store reps (WA state) In Tukwila and Factoria prior to switch. Should be $208.93 refund.

11/8/18: Just received another bill (attached) for $9.67 (9/20-10/19 service) even after almost two months switching from ATT.

Any assistance is appreciated.
 

Attachments

Jun 30, 2017
827
770
93
Maui Hawaii
#9
You can email your message without the attachments (which can be sent later as required) to ATT, starting at the first cust service person listed and moving up the chain weekly. Do not email all at once. Give them time to respond; if negative/no response, move to the next person up the list.
How did you cancel your account-on the phone or online?

https://www.elliott.org/company-contacts/att/
 
Likes: jsn55
Nov 9, 2018
10
1
3
39
#11
With the assistance of the FCC, BBB and this forum I finally got my refund.
However, my advice is to avoid ATT rep Latrice Keith. Two words: unprofessional & lazy!!!
Thanks again!!!
 
Likes: weihlac
Nov 9, 2018
10
1
3
39
#12
Below is the response I got from her. It took her 3 weeks to get copies of my bills to me. I had to research the issues (did her work) then I wrote to the head of communications. They assigned another rep to my case and it was resolved immediately.

Thank you for your recent correspondence to AT&T’s Office of the President. We appreciate the opportunity to address your concerns and sincerely apologize for any inconvenience this matter may have caused.

Our records confirm that all installment adjustments were applied to your account. Courtesy copies of your bills have been requested and will be sent for your review. In addition, the monthly charges were credited from 9/21/18-10/19/18 along with a courtesy credit of $9.67 bringing the balance due to zero. No refund is warranted at this time.
 
Jun 30, 2017
827
770
93
Maui Hawaii
#13
With the assistance of the FCC, BBB and this forum I finally got my refund.
However, my advice is to avoid ATT rep Latrice Keith. Two words: unprofessional & lazy!!!
Thanks again!!!
Glad it worked out. It would be helpful to others to have you outline what you did and what made the difference.
 
Nov 9, 2018
10
1
3
39
#14
What I did:
Filed a complaint with the BBB. ATT (Latrice Keith) contacted me but no resolution.
Filed with the FCC a couple days later. Another rep contacted me to inform me they received my complaint but Latrice is still my contact = no resolution.
Sent an email with my findings to the ATT executive contacts this forum provided me.
ATT assigned another rep on my case = finally resolved.
Make sure to keep notes and have chats for proof.
 

jsn55

Verified Member
Dec 26, 2014
7,292
7,123
113
San Francisco
#15
What I did:
Filed a complaint with the BBB. ATT (Latrice Keith) contacted me but no resolution.
Filed with the FCC a couple days later. Another rep contacted me to inform me they received my complaint but Latrice is still my contact = no resolution.
Sent an email with my findings to the ATT executive contacts this forum provided me.
ATT assigned another rep on my case = finally resolved.
Make sure to keep notes and have chats for proof.
Wow, you actually got a REFUND from AT&T? Well done, this is amazing. So happy for you.
 
Jun 30, 2017
827
770
93
Maui Hawaii
#17
What I did:
Filed a complaint with the BBB. ATT (Latrice Keith) contacted me but no resolution.
Filed with the FCC a couple days later. Another rep contacted me to inform me they received my complaint but Latrice is still my contact = no resolution.
Sent an email with my findings to the ATT executive contacts this forum provided me.
ATT assigned another rep on my case = finally resolved.
Make sure to keep notes and have chats for proof.
Thanks for outlining this-it will help others. We tell people to skip the BBB and go straight up the cust serv ladder. You did this and it worked. Hooray!
 
Likes: Neil Maley