Local Television Helps Woman Secure AT&T Refund After Months of Struggle, Issue Resolved in Just 24 Hours

AT&T recently introduced a promotional plan designed to entice customers with rewards for activating autopay alongside new cellphone and internet services. However, for Melody Kasick, this seemingly attractive offer escalated into a frustrating experience, resulting in an unexpected inconvenience and a hefty $500 charge.

Melody’s Refund Journey: Assistance from Local Media

Though typically cautious of interactions with sales representatives at kiosks, Kasick was persuaded by the associate’s assurances of substantial savings. Once the agreement was finalized, she requested a receipt. The representative assured her that everything would be confirmed electronically and encouraged her not to stress over it.

Upon returning home, Kasick found herself without any proof of the transaction; she lacked a confirmation number or any official documentation. Just two days later, she was surprised to receive two mobile phones from AT&T. Overwhelmed, she opted to return the unopened devices immediately. Following this, AT&T acknowledged the return, sending confirmation paperwork that noted they had received the phones. However, the situation escalated when Kasick started receiving monthly billing statements for services she had not utilized.

This billing conundrum puzzled her, as AT&T was fully aware that she hadn’t activated or used the services. Seeking resolution, Kasick contacted AT&T customer support, only to encounter additional frustration when she was asked for a passcode—something she had neither received nor had access to. Every attempt to resolve the issue with customer representatives ended abruptly when they hung up, exacerbating her frustration. Determined to rectify the situation, she visited her local AT&T store to speak with a manager. Unfortunately, he informed her that he couldn’t disable the autopay feature, despite her attempts for support.

Feeling disillusioned with AT&T’s customer service response, Kasick turned to Sacramento’s KXTV, a local ABC affiliate known for its consumer assistance program “10 On Your Side.”Remarkably, her issue was resolved within just 24 hours of their intervention, culminating in a $500 refund to Kasick and bringing an unfortunate chapter to a close.

“Our goal is to resolve customer concerns quickly and, unfortunately in this instance, we fell short of our standards. For that we apologized to the customer and resolved her concerns. Passcodes are just one of the steps we take to secure customer accounts.”- AT&T

As a precautionary measure when engaging in financial transactions, always ensure you obtain receipts. Having tangible proof of your dealings can greatly facilitate resolving any future discrepancies. In light of this experience, one might wonder: could AT&T have managed this issue internally to prevent negative publicity?

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