Complaint Review: AT&T Wireless - Nationwide

I've been attempting on several occasions to have my account canceled and credited by AT&T. I was in the process of switching to them as my carrier, but it was not beneficial to me. I returned the sim card to the store and cancelled all services with them within the 14 day period. I received a partial credit on the bill but still show an outstanding balance of $68.95. I would like this to be corrected and for my credit report to be adjusted.

I would also like an apology for the rude customer service I received when using the online chat system. The first agent just left the chat without warning and then the supervisor came on and ended the chat without allowing me to speak to him.

This is disgraceful and rude customer service and I am extremely grateful I cancelled when I did if this is how they treat consumers.

AT&T: Hi, I’m AT&T’s automated virtual assistant. How can I help you today?

Taheera: Why do I still have a balance on my account?

AT&T: 

Got it. Please tell us your first name.

Taheera: Taheera

AT&T: 

Thank you, Taheera. Please wait as you are assigned to the next available specialist for account support.

We are now transferring you to a live agent.

AT&T: We are currently experiencing very high chat volumes which may cause long delays. An agent will be with you as soon as possible.

AT&T: Our agents are currently assisting other customers. Your approximate wait time is 6 minutes. Please wait and the next available agent will assist you.

Agent Grey G enters chat

Grey G: Hi!

Grey G: I will go ahead and help you with that.

Grey G: May I know when you have canceled the line?

Taheera: I cancelled on 5/6

Grey G: Thank you for that information.

Taheera: I never activated the service and was within the 14 day return policy

Taheera: I've been told twice now that I would be credited and I haven't

Grey G: I can see that it is $68.95

Grey G: Right?

Taheera: yes

Grey G: Taheera I want to inform you that you have paid one month in advance when you started the services so I will request you to wait for 45 days since there is final bill to be generated.

Grey G: And this will be adjusted plus the extra credit will be come you through via check.

Taheera: I haven't paid anything in advance

Grey G: Taheera it is when you started the services and AT&T charges for the advance billing for first month.

Taheera: I did not provide any payment information or pay anything when I signed up

Taheera: when I signed up all I did was order a sim card and that was free

Grey G: Okay.

Grey G: Please allow me two moment to check the details.

Grey G: May I know the reason for cancelation?

Taheera: i wanted to

Grey G: Okay.

Grey G has left the chat

You are being transferred, please hold...

Agent Scott K-Supervisor enters chat

Taheera: ?

Scott K-Supervisor: Hi, my name is Scott K-Supervisor. Allow me just a few moments to review your previous conversation, and I’ll be ready to help resolve your concerns.

Scott K-Supervisor: Please call 800-331-0500 they will assist you with this concern

Scott K-Supervisor: You’re welcome! Thank you for choosing AT&T! We appreciate your business.

Thank you for chatting with us today. The agent has left this conversation. Please continue to browse our website and use our self-service options.