AT&T bills and sends collections notices after service cancellation and equipment return
AT&T continues charging and escalates to collections agencies for equipment it already received back, with no internal process to verify returns without shipping receipts that representatives told customers would not be needed.
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Similar Problems
surfaced semanticallyTelecom providers charging for service after cancellation and equipment return
Consumers who cancel telecom service and return equipment are still billed for months they never used. Reaching cancellation support is nearly impossible due to long hold times and busy phone lines. The gap between equipment return confirmation and billing system updates leaves customers liable for charges they should not owe.
AT&T Failed to Log Cancellation, Charged for Unused Service, and Damaged Customer Credit Score by 60 Points
AT&T failed to record a service cancellation despite UPS return confirmation with tracking numbers, charged for a month of unused service, sent the balance to collections, and drove the customer's credit score from 820 to 760. The entire error was on AT&T's side.
Telecom Ghost Billing Continues After In-Store Cancellations
Customers who cancel telecom service in person and return equipment with documented confirmation continue to receive charges to their bank accounts for months afterward. Internal system failures prevent cancellations from propagating to billing, and phone support refuses to acknowledge the paper trail. The burden of proof falls on the customer despite documented evidence of cancellation.
AT&T charges for returned equipment despite confirmed receipt, ignores multiple calls
AT&T charged a customer for a modem returned in December and confirmed received, after three calls across January, February, and March where each agent confirmed receipt and promised no charge would occur. The charge hit in March and took weeks to reverse.
Xfinity Charged After Cancellation Despite Assurances
Xfinity charged after explicit cancellation despite two reps confirming no charge. Ten different reps gave conflicting answers over months.
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