CHARLOTTE, N.C. – NBC Charlotte’s Bill McGinty received an email from “Helen” saying she was having a problem with her AT&T cell phone bill.
Helen says she cancelled her contract in March, a few months after the contract was up. But, to her surprise, Helen was charged a $140 termination fee. Thinking it was a mistake, Helen went to the store and talked with several people, but felt like she was getting the run-around, which is why she decided to “get McGinty.”
Bill reached out to AT&T to try to help with Helen’s bill. After all, she is 80 and lives on a fixed income, and $140 is a lot of money.
AT&T responded saying the company removed this termination fee and “AT&T was happy to work with Helen on this matter, and we value her business with us. Providing first class customer service is AT&T’s goal in every instance.”
If you have a problem like this, try to resolve it first at the store level. If you’re not satisfied, take it to customer service, and if they can’t help you, contact me. But please, document everything. You can also file a consumer complaint at the Better Business Bureau by going to www.bbb.org.