AT&T
Complaint 314146 Details

My complaint is that AT&T is trying to add false charges to my bill. I have been receiving internet service from AT&T since 11/2012. I recently moved into my new place and decided to have my internet service moved also. When I called AT&T to request to have my service moved they told me they can do it for me and set a date to have my service moved. They never once informed me that there will be a charge to have my service moved, they only told me to take my equipment with me so that the technician can install it when he comes out. When the technician came out to install my service he brought a brand new modem with him. When I saw him open the new modem I informed him that I have my original modem and asked if he can install it because I didn't like the design of the new one. He told me that the office told him to install the new because the old one probably wouldn't work in the area I moved in. So I asked him did he need to take the old one with him and he said no I can just keep it or just throw it away because I don't need it anymore. I kept the modem just in case AT&T wanted it back. We'll about 2 weeks after I had my service moved I received my first bill from AT&T. Needless to say I was way beyond surprised when I saw a bill that was usually $56.00 a month was $307.27. I immediately called AT&T to ask them why was this bill so extreme and to also complain about how slow my internet was since I moved my service. They explained to me that I was being charged $99.00 for the technician coming out to move my service and $99.00 because I didn't return the original modem plus my monthly bill of $56.00, but they never told me what the remaining $52.00 was for. When I asked why I wasn't informed that there was a charge to have my service moved and questioned the validity of the charge, the person I was speaking with told me that he would wave the fee and credit my account for the $99 (which he did do). I also asked why was I being charged for the modem when I asked the technician to take it with him. He told me what he was going to do was send me out a box and return label so that I can send the old modem back and upon receiving the modem they would credit my account the $99 for the modem. Well today is march 28 and I still have not received the box and shipping label to return the old modem. But I have received another bill and now the bill is $221.27. Once again I call AT&T to ask them why haven't I received the box to return the modem and to question what was the remaining $52 on my bill for. After putting me on hold several times the person I was talking to kept telling me he didn't know what the charge was for all he could tell me was that it was a past do amount but he can't find it in his records. I told him that he had to tell me more than that because I was looking at a list of all my bills from the very first month I started this service and no where did it say that I had a past due amount of $52.27. Well he put me on hold again and came back to the phone (after 10 minutes) and told me the past due amount was for a payment I missed in December. I then told him once again that I was looking at my entire payment history with AT&T and I see the missed payment and pointed out to him that only the very next line it shows that on January 24th 2014 I made a payment of $112.00 to cover the current bill and the prior missed payment. I explained to him that $56 + $56 = $112, and that if I missed a payment why wasn't it showing a past due amount of $56.00 instead of a past due amount of $52.27 because I have never received a bill from AT&T for that amount. He fumbled and stumbled looking for an answer to my question and then asked if he can switch me over to someone else that can answer my question because he don't know. I then told him that I didn't want to be transferred to another person because he was the third person that I was transferred to and that I had been on the phone for over an hour just to have him tell me that he don't have any answers for me.