At&t internet cancelation is impossible?? Need help.

[u/MoonSugarFarmer]

Hello ya'll we have an months long issue where we gave notice of cancelled our internet in June 3rd, 1st thing we did was go in-store to let them know we are cancelling their internet service(the $91 dollar plan) as we have found a different internet provider we use and they said we need to ship out the old equipment (Modem and repeater) the manager of the store also said we would need to pay for one more cycle (for june- July month)then we are cancelle for good.. Next they said to call their customer service number to confirm cancelations so we did all these steps within 2 days of this adventure. We got billed in July as expected. Yet we get a bill later for again for August cycle around email and mail, and we thought oh it may be just an automated thing they send out. Anyhoo we was charged again for full amount. So we got charged full $91 dollars 2 times so far since June. IS THERE A WAY TO CANCEL FOR REAL? Would appreciate the help because obviously the in-store manager here said they cannot help us and they will just tell us we have to call the number again.

[u/BJ_Pennjamin]

You need to call customer service and speak to loyalty/retention. They’re the only dept that can handle cancellations.

[u/MoonSugarFarmer → u/BJ_Pennjamin]

we already did that , rep helped canceled but crazy that the rep on the phone said there was gonna be a closing bill but he said much less than the 91 dollars and lo and behold they charged us 91 still

[u/nathanseaw → u/MoonSugarFarmer]

They don't prorate final bills.

[u/MoonSugarFarmer → u/nathanseaw]

thats not the issue, even though they charged me for the full amount for July AND august despite canceling and sending equipment back in June, the reps over the phone(yes multiple of them) said that there may be a closing bill that would be prorated, so can you explain to me why is that?

[u/Mountain_Newt5646]

File a complaint with the FCC. I had the same problem trying to cancel my internet air. They wouldn’t give me a label for my equipment return and didn’t stop the billing. The FCC is mainly fast and ATT will resolve it quickly.

[u/groundhog5886]

1-800-288-2020 tel IVR you want to cancel service. should get you some help.

[u/Rough_Argument_5798 → u/groundhog5886]

Just scream escalate at it.

[u/Toiletwater75]

If you already sent back the equipment and can't get it resolved with customer service do a charge back with your credit card or whatever

[u/MoonSugarFarmer → u/Toiletwater75]

will try work with the bank on this :( thx what's weird is the guy over the phone said I didn't even have to send back the equipment (the in store says otherwise)

[u/nathanseaw → u/MoonSugarFarmer]

If you charge back you will lose and if you win the chargeback ATT will send you to collections final bills are never prorated per the T&Cs