My father is ** years old. Your programming recently dropped his favorite show or chan...

GetHuman-mentz's customer service issue with AT&T from October 2018

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My father is ** years old. Your programming recently dropped his favorite show or channel and so he switched service to Dishnet, after being a loyal subscriber to Directv for years. He received his bill from you after he had switched service, to which he wrote "Cancel my service" on it and returned the bill with his payment. The next month, now he had Dishnet, he received another bill, he again wrote "Cancel my service" on it and returned it without payment. Again, the next month, he received another bill. He again wrote "cancel" and sent it, but this time, he told me he kept getting billed. Mind you, he's **, so when he told me he couldn't get you to cancel, I knew he should have called. Now, he owes $***.** for service he has never used. When he told me, I called to cancel the service and had a discussion with a woman who refused to talk to him or I until we could produce a * digit pin. He has never had a pin with your company. After ** min on hold and another ** min waiting for her to find a supervisor who would take my call, she came back and told me no one could help me and to call back when we could remember the PIN. She was so rude and told me there were no supervisors who would talk to me, and when I asked her if she could find out if one could call me back, she told me she had no idea what their schedules were like. When I asked her what she would do in my situation (that being one that a company sold to another, and they couldn't help me with my account and had no desire to be a part of the solution) My best bet was to return the equipment to an AT&T store. Well, my dad doesn't drive and I work full time, so that wasn't going to happen overnight. I sent a message to your FB messenger and no one ever responded. I tweeted to get someone to help me, and finally it must have gotten someone's attention as he received a letter in the mail that you understood he was trying to discontinue service and gave the instructions. We followed the instructions on returning the equipment. I was able to contact another rep who would speak to me, despite not having a PIN (she said she had no idea why we were treated in that manner) but unfortunately, she said there was nothing she could do to waive the fees. I understand he has an early termination fee, but he should not have to pay for services he didn't use back in July, Aug and September when he repeatedly asked for his service to be cancelled. I run a payment processing center for hundreds of large companies and I know that when someone writes something on their invoice, especially, something actionable, it's sent to the customer service department to handle. I am asking you to reconsider his current billing and waive the outstanding invoice minus the $** early termination fee. *Please consider his age and the manner we were treated to try and get the service cancelled earlier. In all fairness, he did ask to have his service cancelled three months earlier. Thank you.

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Customer service issue
Reported by GetHuman-mentz
Oct 23rd, 2018 - 3 years ago
Seen by 4 customers so far
Similar issue to 3530 others
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GetHuman-mentz started working on this issue
Oct 23rd, 2018 3:00pm
GetHuman-mentz confirmed the issue is fixed. Hooray!
Oct 23rd, 2018 3:01pm

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