Billing & Service Problem
My install was cancelled without notice and rescheduled for the following week. I signed up for autopay before service started, but apparently the system starting billing the week prior. In short, I started service with autopay but AT&T did not process it at the same time service started. As a result, I thought the bill was being paid and they weren’t starting autopay until the next month. So, even though they were holding my info for autopay and it was initiated prior to fiber internet service, I was disconnected.
So, I went online and paid the bill immediately - with the same credit card - and now have a zero balance. Got an email confirming, and the credit card company shows the charge.
Now AT&T says “bank issues” and “pending” and all sorts of other reasons why my service hasn’t been restored.
I’ll address all of this with AT&T later, but I’m interested if anyone int he community has experience something similar:
I paid the bill, I see the bill has been paid. An agent confirmed the bill has been paid. But they won’t restore the service! It’s been hours, and there doesn’t seem to be any accountability to fix the mistake. Does anyone have advice on how to get these very dysfunctional departments to communicate effectively? Getting somewhat desperate as the customer service is very frustrating. Complaint appears to be useless.
3 months ago
We're sorry to see that it's taking so long to restore your service after making your payment, TonIOP.
Please give us a call at 800-288-2020, so we can determine if there is a technical or billing problem that's keeping us from being able to restore your service.
If you need help with anything in the future, don't hesitate to reach out again.
Thank you for visiting the AT&T Community Forums.
Aminah, AT&T Community Specialist
2 months ago
This is one of those responses that looks nicer than it really is…calling the 800 number puts you in a voice system controlled by a computer. Unusual problems don’t work with the pre-programmed responses.
I have service now, but my bill is wrong. I signed up for paperless billing before service began. Now I’ve been billed for two months at the incorrect rate PLUS service fees for non-payment of bill - despite confirmation from AT&T that I was on autopay prior to service beginning. Now, I can’t get a live agent to fix the bill - only emails offering a way to defray some of the fees. I have service again at least, but this is now actually worse admin service than Comcast (if there’s a way to measure that.) Please fix my bill!
2 months ago
We're glad to hear that your service is back working again, @TonIOP!
Since you are needing your bill reviewed, let's move this conversation into a direct message. This way we can access your account to see exactly what we can do regarding your bill. Be on the lookout for a chat icon in the upper right-hand portion of the page, next to the bell icon.
We look forward to speaking with you!
CalebP, AT&T Community Specialist