After being long time customers (15+ Years) we switched providers from AT&T Mobility to Verizon on October 1,2017. We switched on the last day of a billing period and asked that all services be terminated via a telephone call with AT&T Customer Service.
We paid off the last month of service via the AT&T website auto-payment. AT&T customer services confirmed that all services had been canceled. On this account at the time, we had 2 smart phone services on a family plan sharing minutes and data. In November 2017, we received a bill for a phone line that was canceled in early 2016.
We had a 2G flip phone with no data or text capability on that line. This line cost $10 per month as an add on line to our family plan to be used by my wife's parents while they traveled. AT&T had numerous call quality issues and the inlaws discontinued use of that line in 2015. We visited an AT&T retail store and canceled the line and thought it had been canceled after that visit.
3 months later we recieved a letter from AT&T stating that they were discontinuing 2G service and we needed to update this line. At that time we again contact AT&T and asked the line be canceled. No service or usage was found on that line in all of 2016 or 2017. After canceling our other 2 lines in October 2017, we were again charged full smartphone access costs for this dead line that had been canceled in 2015.
Multiple calls to ATT customer service said the issue would be resolved, but they now have continued to bill us despite canceling in October. Despite multiple calls, and requests to resolve this, AT&T issued a collections claim on us for a product we had canceled in 2015. They also have issued late fee charges on each bill. After contacting them on the customer service line and spending multiple hours on the phone with representatives assuring me that the bill would be resolved and the date of termination would be moved to the date that we canceled service, they keep billing us for the line that we had canceled in 2015!
Oh and that phone was no longer available to even be used thanks to them turning off their 2G network which is what this phone line ran on.
Plain and simple AT&T will just find a way to not process the claims Customer Service Reps make and will just keep billing you. To make matters worse, today they sent this issue to collections!
Product or Service Mentioned: Att Customer Care.
Reason of review: Problems with payment.
Monetary Loss: $242.
Preferred solution: Dismiss the bill and cancel the collections claim..
I liked: Wireless speed and overall service was ok.
I didn't like: Customer service getting billed canceled service.