ATT Dubious Tactics on Cancellation
So I just spent 1 hour on the phone with numerous departments getting tossed around. I recently switched away from ATT. I waited till the very last day of the month - March 31st. Today I received my final bill. They conveniently removed a monthly discount from my wireless plan that was $60/month.
See picture 1 & 2
Feb Discount just like every month
The Loyalty/Billing (can't remember which) said that because I cancelled my account the Service Agreement says that I lose ALL discounts associated with my account.
I'm not bundling anything on this account. Just wireless... Also funny - if that were true I wouldn't have this discount still:
After calling him out on that, he then proceeded to say that it is now a different agreement that I supposedly "Verbally" agreed to at some point in time. I then asked if he could point out the verbiage of that agreement - which he could not.
Suffice to say, I think I will be closing all of my business accounts on both the wireless side along with the internet side. I will also be recommending my family members to do the same.
Not sure the legality of all this... pretty slimy from ATT... has anyone else been having billing issues?
This normal behavior u/ATTHelp ?
Posted Apr 6, 2023, 8:12 PM UTC
Well for starters, your first two screenshots are from different sections on the bill. What does it say under "monthly charges" for the March bill?
It's the same section, It's just how it came out on their end...
See below:
Both Bills
Hmm. I see what you mean, but that it definitely not how it usually looks. Typically, you have "activity since the last bill" at the top of the group, which is where you see trade in promotions or any prorated charges for plan changes, which you obviously have. Right under that should be "monthly charges," where you should see the rate plan and phone installments, as well as any add-ons.
Based on that picture, it looks like your lines have been canceled, and they charged you one full month of service, not including any discounts you had been receiving. There's no monthly charges section because they aren't charging you for service on any active lines. There is only the full $100 plan amount attached to the group.
yeah which i thought was weird. I couldn’t find anything that would justify that in the Service Agreement.
You were also moved from the elite (sm) plan to one of the current UYW plans on whatever remaining lines you have; that's the only way to get the sig discount that's showing on your new bill. That's not a bundle discount, btw, it's usually either through your work or maybe AARP/AAA.
Not sure, man. They most likely canceled the line, then changed the other lines to the UYW plan. That could result in the charges getting messed up like that. They should've changed the plan first and then canceled it if that was all in the same phone call. Then you would've had like $40 or whatever the charge is for one line on the UYW plan, instead of a whole group charge from the old plan and the charges for the new plan. It sounds like a case of the CSR doing shit in an inconvenient order. Not wrong or against policy, just crappy for the customer.