Contributor
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3 Messages
AT&T refuses to cancel my small business account. Please Help!
I have been an AT&T Small Business Customer since 2005. I recently found out AT&T has been over-billing me for years (charging me for 2 DSL lines when I only had one). I've called 4 separate times to have this corrected. Each time the agent (at a non-US based call center) has told me they would correct it. Each time I recorded the agents name and ID number. I asked for a confirmation number on each call and I was told they do not provide them.
After tiring of the runaround, I decided to switch providers. I contacted AT&T to reconfirm I was not under a contract or obligation of any kind, which the representative confirmed. So I called on 03/30/2015 to cancel my small business account IN FULL. Again, the representative assured me the order was placed for the cancel/disconnect.
Unsurprisingly, the cancel/disconnect did not take place. I received a new bill for the service time of 04/07/2015 to 05/07/2015. So instead of getting a final bill for 03/07/2015 to 03/30/2015 with a partial credit for March 30 to April 7, I now have another month's worth of service that I'm being billed for and not using. And AT&T's policy is that I cannot speak with a representative or make changes to my account unless it is current.
Based on AT&T customer support's previous history, I can clearly see the likely future pattern:
1. Cancel account
2. Account cancellation does NOT occur
3. New month's bill generated
4. Must pay for ANOTHER month's service just to have the privilege to speak with a customer service representative again
5. Start over at step 1 and repeat on an infinite loop.
Again, I've recorded the date, time, customer service representative's name, their Agent ID number and the nature of the communication to no avail. When I provide this information on the next customer service call the only response I get goes something like, "Sorry, they didn't put the order in. I will do that for you now." If I ask to speak with a manager, they either flat out tell me "No" or the connection is lost.
I'm at a loss. This is beyond surreal. It has literally become some type of dystopian nightmare. Any advice or suggestions would be greatly appreciated.
Muriel1
Former Employee
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288 Messages
9 years ago
Hello HypnoFlood,
I apologize for the issues you are having with cancelling your account. I will be happy to assist you. Please send me a Private Message using the following link http://bizcommunity.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/103558
the requested information below.
Account Name:
Contact Name:
Callback Number:
Email:
Best Time to Reach:
Account Number:
Address:
Thank you
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HypnoFlood
Contributor
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3 Messages
9 years ago
Thanks so much for your reply. I just sent you a PM as requested.
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Muriel1
Former Employee
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288 Messages
9 years ago
Hi HypnoFlood,
I received your information. Thank you for responding. Allow me time to review your issue.
Again, Thank you.
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OKCkayak
Contributor
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1 Message
8 years ago
I am having the same problem. I never signed up for an account. Att apologized and refunded the amount charged to date and sent me a letter of cancellation confirmation. Months later after overlooking my accountants shoulder when she was paying bills, I see that I am still being charged. I have called multiple times and after being hung up on, transferred endlessley, and being told I will be called back by a manager, still no calls. The best anyone can do is to refund one month's bill. We have never used or activated this line, and never requested. My next step is a lawyer.
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Lyoung
Employee
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355 Messages
8 years ago
OKCkayak,
I will be glad to help you with your account concerns. Please send me a private message by Clicking Here http://bizcommunity.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/103392 and include the following information so we may assist?
Please include the following information.
Full Name:
Preferred Contact #:
Preferred Time to be contacted (include time zone):
Thank you
Lisa
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HypnoFlood
Contributor
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3 Messages
8 years ago
I see that a moderator has already responded to your reply. I would highly recommend that you follow up with them as requested. They were able to get me in touch with someone at the corporate level that sorted everything out.
Don't know what I would have done (other than hire a lawyer), without the support offered by the moderators on this forum and the AT&T employees they put me in touch with. They provided excellent service unlike the customer support phone line which is literally a joke. I'm not sure if it's incompetence or a corporate strategy. Either way, it's a disgrace. Good luck.
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tipplerersefjkllkj
Contributor
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2 Messages
8 years ago
Same here
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ChrisA11
Employee
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147 Messages
8 years ago
Hi tipplerersefjkllkj,
Thank you for reaching out on our Business Community. I will be happy to get you some help. Please private message me by clicking here the following information, so I can further assist you.
Your Name:
Contact E-Mail:
Contact Number:
Details of your request:
Thank you,
Chris
AT&T Social Media Manager
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k2foto
Contributor
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1 Message
8 years ago
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ATTBusinessCare
Community Support
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3.1K Messages
8 years ago
Hello @k2foto
Thank you for reaching out on our Business Community. I will be glad to assist you with your concerns.
Please send a private message by clicking here https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/3512576
Please include the following information:
Full Name:
Preferred Contact #:
Preferred time to be contacted ( include time zone):
Email Address:
Thank you,
Lisa
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kbsoutdoor
Contributor
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1 Message
8 years ago
we have a small business and have used at&t with uverse for our internet service for three years. my partner who is my wife was called by a rep from at&t. they told her that they were converting everyone to digital service and it was faster plus our bill would be less. she aggreed and a uverse tech showd up a few days later. he came in cut the current phone lines got the internet running but could not get phones fax and credit card machine to work. then he left and said someone would return in the morning. we had no service for a day and a half at our business. i spent 4 hours on the phone to talk to 11 differant people that could not help. finally i got a hold of someone with uvers tech and a person was dispatched. he was able to get two phone lines up and runing. he said we could call at&t to get the others up and it wasnt on his work order. we told him we cant run our business with out the fax and credit card machine. since he could not get them up and running we asked that he undo what he had done and return our original service. he said he just does uverse and nothing else and we would have to call in a new work order to get all lines fixed that he cut. would not take responsability for what he had done refused to call for help just left us with service. at this time we are furiouse this has cost us thousands of dollars because customers cant contact us and we cant get funding on our loan docs because the have to be faxed. only payment we could take was cash or check. who has cash anymore no one carrys checks. can sombody please help me. this company has got so big does anybody care. i just want to do business but i am practically out of business. crying for help kb
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ATTBusinessCare
Community Support
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3.1K Messages
8 years ago
Hello @kbsoutdoor
Thank you for reaching out on our Business Community. I'm sorry about the trouble you had to go through. I would like to help get your issue resolved!
Please send me a private message by clicking here
https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/3512576
Please include the following information.
Full Name:
Preferred Contact #:
Preferred Time to be contacted ( include time zone):
Address of the location:
Account #:
Email Address:
Type of service:
Thank you,
Lisa
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CUDA1058
New Member
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1 Message
3 years ago
I need an actual person at AT&T who knows what they are doing to respond with a link to cancel 2 business phone accounts. I have tried multiple times over the phone for the last 2 months, and now I got ANOTHER bill that is even higher than the already ridiculous bill was before I cancelled over the phone with one of your reps. The other line I have had zero luck cancelling, keep getting transferred around to multiple people who can't help, then left a message with no return call. I do not have time to waste spending hours trying to cancel services we don't use and have had no usage in years. I am glad to have our corporate lawyer reach out if that is what it takes.
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ATTBusinessForums
Administrator
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26.2K Messages
3 years ago
Hello @CUDA1058,
What type of an account are you trying to cancel? Wireless? We are more than happy to engage someone on our end.
Chris
Social Media Manager
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jodib1121
New Member
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1 Message
1 year ago
Ditto the comments above. STILL after several years it seems they haven't improved their business process. I was transferred 5 times today and the last rep went silent for 20 minutes and never came back - way to hire winners AT&T! I took to business chat in hopes that for sure some human on the other side of the keyboard would be helpful. "Kennedy" assured she would help me resolve my issue. I provided my account number.. pause, pause, pause - finally she replied with I can't associate your login with the account number you provided. Saw that coming .. I asked her to review the account number to ensure she took it down correctly. Again after several minutes of no communication she says she can't help me. Oh but, you "assured" me you could resolve my issue. What a racket! I will just send the router back and tell my bank that the charges from AT&T are fraudulent.
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