ShelGetzlaff's profile

New Member

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5 Messages

Sat, May 28, 2022 5:04 PM

Closed

Fraud and theft by AT&T

I recently traded my iPhone 10 and Apple Watch in on an update.  I spent 3 hours on a Saturday getting everything done.  I paid $290.40 out of pocket and was told my service was upgraded to a better plan at a lower rate.  I just received my new bill only to find I have been charged $444.29 in fees.  I immediately called only to get a representative who apparently did not know how to do their job who told me basically “too bad” these are legitimate charges you can call the store to see if they can assist you.  I then called the store where I purchased the new phone and spoke with the manager who after reviewing my account verified I had been charged for activation fees, prorated fees and additional fees for an additional phone line I do not even have as well as all the other charges ($444.29).  He apologized and has reached out to his boss to fix all these fraudulent charges.  I have an appointment this morning to try to fix what the higher up the good chain “thief’s” have charged me in fraudulent fees.  I as well as the store now have to waste additional time to try to undo this mess.  I have been a customer for more than 30 years.  My mother retired from this company after 40 years as a telephone installer.  Unbelievable this company would do this to their own customers who keep them in business!  If this matter is not resolved this morning I will be seeking legal counsel and filing charges for fraud and theft!  I will also make it my mission to get every single person and family member I know and those I do not know to cancel their services immediately with this company!!!  I will then go to the news media so they can investigate and write an article on this as well as obtain as many unsatisfied customers to voice their issues in the article as well!!! This is the worst service I have ever received from a company I have and my family have patronized for many years!!! Shame on you AT&T. We are all struggling to keep above water financially in this currently inflated state our country is in and to have a company literally steal and fraudulently charge their own customers for fees not incurred or are valid is a crime.  I truly hope this matter is fixed today.  

ACE - Sage

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97.5K Messages

1 m ago

I'm not sure what you're looking at but if you only have one phone and one watch, there's no way a T and T is billing you for $444 in fees. If you are looking at the customer service summary, it is always wrong. It does not include any of the discounts which are built into your plan. The taxes and fees are ridiculous.

An activation fee of 30 to $45 is standard across all service providers at this point. Including T-Mobile and Verizon. Proration is not a fee. Proration is a charge for service you have used but have not paid for in a previous bill cycle.  For some reason activation fees are taxable so that would show an additional tax on both activation fees.

In addition, your trade in credits will not be credited immediately. I don't know if you did your trade-in at a physical store or if your devices are going to be mailed in, but the trade-in credits usually don't start for 2 or 3 months. You'll receive catch up credits when the credits begin. But in the meantime you pay the full installment on your new phone and your new watch.

Threatening legal action just because you don't understand what you're looking at is a little heavy-handed. Perhaps this is the first time you've looked at the bill?  (if it is the bill) 

(edited)

ACE - Sage

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97.5K Messages

1 m ago

Not a bill 

(FYI, my regular bill was about $50 lower.  And thus was a normal bill, not one after buying new phones) 

New Member

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5 Messages

1 m ago

I have to thank Kyle at the store I purchased/upgraded my new iphone with.  Today he did a really great job fixing part of my bill in that a second line (I only have 1 phone line) that I was being charged for at $147.00 (activation service fee when I upgraded) was removed from my account and that amount was credited back to me. He is still working with his boss to remove the rest of the $290.00 left from the initial $444.29.  I am hopeful he will be able to fix this as well.  I will never again contact AT&T through the "customer service" line as I have learned that they cannot assist their customers and are a complete waste of time.  It appears that if you actually go into the store you are more likely to have a manager at least in my case take the time to review and assist in fixing what the rest of this company seems to think is a "good business practice" by adding charges that are not legitimate or accurate.  Lesson learned today and again very grateful for Kyle who takes his job as a manager very seriously and works hard to ensure his customers are happy.  Will update my post as soon as the rest of the fraudulent charges are removed from my account.  Again, shame on you AT&T for causing such a stressful situation to a customer of more than 30  years.  (I am sure I am not the only one)  Moving forward for me I will be paying close attention to each and every statement received from this company to ensure they are not trying to continue in this type of billing practice.  

(edited)

New Member

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5 Messages

1 m ago

Formerlyknowas:

I work in the legal field and have for more than 25 years.  I am fully capable of reviewing my "bill" and know the difference between a bill and a "customer service summary".  Further, I spent more than 45 minutes on the phone with customer service to no avail.  SPOKE WITH AT&T REPRESENTATIVE.  But thank you for unappreciated comments.    Luckily for me, I did go through the store where I upgraded/purchased and have been very much informed.  I guess maybe you should do better to know what you are talking about before interjecting your comments on apparently a subject you know nothing about.  Rude!  

(edited)

ATTHelp

Community Support

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192.2K Messages

1 m ago

Thank you for the feedback, ShelGetzlaff.

 

We always strive for our customers to have a seamless experience with us and are disappointed that such was not the case with you. I will definitely be forwarding this feedback so that we can work on our areas of opportunity.

 

Please reach back out if you have any other questions or concerns.

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist 

ACE - Sage

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97.5K Messages

1 m ago

So the short story is, you should have gone back to the store where you made your purchase and upgrade because they're the ones who made a mistake, adding a line rather than upgrading your existing?

Instead you wasted time and effort posting here when you should have gone back to the store in the first place and ask them, "...what the heck?"

Btw, since you're in the legal field, can you tell me what exactly is it called when you call someone a thief in print on a public site? 

 It's a rhetorical question I already know what it is.

When you make a purchase at an AT&T authorized retail store the problems need to be resolved at that particular retail store. 

    Rude? Pot calling kettle fella 

   

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