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Posted Dec 13, 2013
4:48:35 PM
How can I escalate a billing issue?

How can I escalate a problem past the customer service people who answer the phone to someone who can understand the problem and has the authority to actually do something?  I've been trying to get problems solved since August.  Every month I spend about an hour on the phone recapping everything, they apologize, say they will fix it and nothing happens.

How can I escalate a billing issue?

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(5) Me too
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Dec 15, 2013 1:56:33 PM
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Edited by yvansled on Dec 15, 2013 at 1:57:54 PM

I get the same thing, they charged us for a $99 installation fee that was suppose to be waived and they even admitted it and saw that it was logged in the notes it was to be waived.  i have talked to 4 different people and all said it would be escalated and still my bill shows I owe this.  I refuse to pay the full amount of the bill which included the $99 fee plus tax so I paid the difference I was suppose to pay. When I call, I am on hold for a long time and even though the people are nice I talk to and they assure me it will get waived and it's has been escalated, it still is showing on my bill.  I will call again tomorrow and see what they say but I would think 3 weeks is enough time to fix this and remove that fee.  Hoping they will say the next bill will show it removed.

Re: How can I escalate a billing issue?

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Dec 15, 2013 6:17:50 PM
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Edited by jjmorgado4 on Dec 15, 2013 at 6:19:34 PM

This is ridiculous, this is the second time it happens to me and I fall like a fool. I had AT&T DSL service 2 years ago and I cancelled it because they were charging me misterios fees all the time, like, I had to call every single month to get my bill fixed when I was supposed to pay a flat rate for the internet and it always was more and more I told my wife to cancel it because I didn’t have the time to be calling every month for the same issue and now 2 years later without internet we called AT&T to connect a new service expecting they got better but we were wrong this people is charging me more all the time, their customer service speaks nice but they are liars because they nicely tell you the problem is gonna get fixed and it never gets fixed, their call always gets dropped and they never call you back and they put you on hold for a long time like they literally forgot about you or like they really don’t care. I think this company has a bunch of thieves trying to get the money from the people because people is leaving their service. Im really upset for this matter and I really doubt they let this complaint to be posted, but if they do I want you people to know they charge you for things they are not supposed to and because everybody has a very busy live to be calling every time they just pay whatever they charge and AT&T gets advantage of it.

Re: How can I escalate a billing issue?

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Dec 16, 2013 1:25:05 PM
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Community Manager

Hello everyone,

 

I'm sorry for your billing issues and we have a team of amazing social media managers that can help. Please send us a private message by clicking here, please include your full name, phone number and the best time you can be reached.

 

Let me know if you have any questions.

 

Thank you,

Dmitriy


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For account specific help, please use this link: ATTCustomerCare

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution".

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: How can I escalate a billing issue?

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Dec 19, 2013 3:19:15 PM
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The same thing happened to me and I am beyond furious. I'm going to try the private message feature mentioned above but at this point I'm just looking forward to this coming July when my contract ends and I can run and NEVER EVER come back.

Re: How can I escalate a billing issue?

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Dec 20, 2013 2:03:40 PM
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Community Manager

Hello kalle238, welcome to the forums.

 

Thank you for contacting our Social Media Care team. I see that a specialist is already working with you, but if you have any other questions, please let us know.

 

Thanks again,

Dmitriy


Rethink Possible

For account specific help, please use this link: ATTCustomerCare

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution".

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: How can I escalate a billing issue?

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Jan 13, 2014 12:37:22 PM
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I've been 3 years same problem... don't hold your breath clearly even this forum is of no help.

Re: How can I escalate a billing issue?

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Jun 25, 2014 9:22:01 AM
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Yesterday, I discovered that over a four month period (February - May 2014, I was drastically overbilled by AT&T (the bill is a combination of an internet and Direct TV bundle).  

 
The overbilling relates to the Direct TV component of my AT&T bill...I had in fact downgraded my Direct TV package around January 2014 to save money, and was on the lowest priced package (BASIC) for most of the Feb-May 2014 period; I had access to very few channels.  I was therefore shocked to learn that I was in fact paying for a much higher priced package during this time; I had simply trusted that I was being billed for the BASIC package.  
 
I contacted the social media management team via the private message facility and was disappointed with the response....while all my billing is dealt with by AT&T and I am always referred to AT&T for billing matters, one of the representatives (named "Ryan") stated that I should "go through Direct TV" - that was his response.  
 
This site/private message was my first stage of complaining and I will be contacting someone at a senior level via email (seems to work with other service providers). I will reference Ryan's flippant response in my complaint as I believe that it is not in keeping with AT&T's customer service mission.
 
 
 

Re: How can I escalate a billing issue?

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