One time AT&T failed to turn off my service when requested. I made a payment to keep it current and reached out again. They said that they saw my request and they didn't know why it hadn't been shut off (being as that I'd moved to a place they didn't service). This person told me that I'd be issued a refund for the month I didn't use but had payed for. The next month I received another bill. I called, and said that I should ignore the bill and that my refund should arrive shortly. This happened 3 times before they sent me to collections. It took the threat of taking them to court to get them to fix it all. As a result, I'll never do business with them again.