I have been with AT&T uverse for almost 9mths now. I have had to call every month about a billing issue, & buy billing issue, I mean they auto draft a few days to a week early every time! BUT the last straw was when they drafted $606.66 & $94.60 out of my account unexpectedly! I moved & when you move you have to turn in your equipment to UPS, yep I lost everything I had recorded. I asked them if I could please key the equipment & have it at the new place but they said that is not how it works. I had 10 days to turn in the equipment. I was mistaken as to the 10 days from which date it seems. I called to find out exactly when my 10 days was up & found out it was up, & seriously, I was moving, 10 days is NOT a lot of time. I was told if I take the equipment to UPS within the next 3days & call with the ref # I would not be billed for the equipment. On 4/29, the same day as the call, not 3 days later, I took the equipment to UPS & called AT&T with the ref#. I was told they verified it & everything was fine. On 6/13,2 days before my account was supposed to be drafted I was notified by my bank that I was overdrawn; AT&T had just done an auto draft for $606.66 & $94.66. I called AT&T immediately, I was told their systems were down & had been all day what the drafts were & could not help me at that time. I called my back & they informed me the draft had been issued only 30 minutes prior to the phone call. I called AT&T back where they still insisted their systems were down. I told them I did not understand how they managed to draft over $700 out of my account with the system down, odd how the system came back up & they were able to see my info then. They told me that I had not turned my equipment in on time, I explained the situation to them & he said he saw the notes on it & if I had called when I got my last statement I would have been able to prevent the draft. Ok#1 why was I billed for the equipment? #2 I had told them on a previous call that I was not getting my bills, they were sending them to the AT&T email they setup when I had clearly stated that was NOT the email I would be using nor did I want my statement to go there & gave them the email I wanted them to use but like everything else with them I hadn't made enough phone calls to get it changed yet. They acknowledged the equipment package had been opened on 6/3 & was being processed for return, yes I meant to type 6/3 & yes they drafted the $ on 6/13... I called back 4 days later to find out that yes my refund was being processed & I would be mailed a check in 7 to 10 days! I asked to what address? To my old address of course, so I had them change it. Then 3 days later I called to check the status of my refund, just to be safe, it was sitting in a dormant file!!! This person said they would rush it thru.in the meantime I have gotten a statement from AT&T letting me know that my uverse would be disconnected on 6/29 & there will be reconnect fees if I don't pay it by then & that my internet will be shut off & I will be charged a disconnect fee because I told them on my last conversation that AT&T is NEVER again allowed to auto draft from my account. Excuse me, you are playing around with $700 of mine & you expect me to come up with MORE money to pay my bill with? They graciously decided to put a hold on the disconnect until 7/15, I should certainly have the refund by then. The next day I received a statement in the MAIL not email that I have a $606.66 credit on my account & no payment is due at this time! I called them again & they tell me my payment sent out one 6/29, I asked them to confirm the address. They forgot to remove the apt# off the address!!! I can only pray that my mail carrier ignores the apt# on the address & leaves the check in my mailbox. And thru all this there have only been 2 representatives that were nice & never has compensation been offered for all the money & time this mistake has cost me. I love the actual at&t uverse but i hate all billing & customer service related to at&t uverse, internet, & mobile... If it weren't for the iphone & uverse I wouldn't bother, I am stuck in a contract for now but VERIZON is looking pretty good when my contract is up!!!
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