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lmghome2019's profile



1 Message

Thursday, July 11th, 2019 3:53 PM


AT&T bill paid, but they say it isn't even though I have proof.

This is the first time I have had this problem with AT&T and I can tell you, I have spent 3-4 hours SO FAR trying to resolve it.  I have to go in again today to my local AT&T store, for the second time, and try to resolve the situation.  Here is how this has gone so far:

1)  AT&T notified me that my bill was paid prior to my scheduled electronic check was due to go out.  I logged into my account and saw that it was paid by a MasterCard (under payment method column) that I didn't own.  I checked my previous 12+ payments and the payment method was always electronic check sent by my bank, that I set up manually every month.  

2)  I called AT&T and let them know.  I told them my payment was coming in a day or two.  The lady said this happens and sometimes a payment gets paid on an incorrect account by a customer.  She reversed it.  (I will never do that again).

3)  I checked in a week later, once I saw my electronic check paid and it was removed from my checking.  They didn't show the payment yet.

4)  I waited longer and it still didn't show.  I went to my bank, got a printout proving the electronic check paid and that it wasn't returned.

5)  I called AT&T AGAIN.  They said the payment was reversed on the 19th when I called, I explained, AGAIN, why that was and she said they couldn't see any payments from my bank.  I told her I had proof.

6)  I was finally sent to an accounting department to which I had to go through the SAME EXPLANATION all over again.

7)  Frustrated, I asked to speak to his supervisor.  He kept asking me why I needed to, and I kept explaining why.  

😎  Finally, got to a supervisor - went through the WHOLE EXPLANATION again, to which he said I would need to go into the local AT&T store with my proof as they don't take faxes or emails - I would have to show it to the Rep, once he/she saw it, then they could apply it as the payment.

9)  Talked to the Rep in the store, he was great.  However, after an hour plus in the store and him placing two calls, telling them he had the proof, THEY TOLD HIM I NEEDED TO FAX THE DOCUMENTATION TO THEM.  THEY JUST TOLD ME IN THE PREVIOUS CALL I MADE, THAT WASN'T POSSIBLE!  

10)  So, I faxed it that same day.  The Rep told me they said to check back in 3-5 days, he said make it 3 days, so that is today.  He also said to come into the store and they would make the call again.

11)  So, today I am going in AGAIN, ON MY LUNCH HOUR so another Rep can call and argue the point - seeing as the REP has my documents and they were faxed as well.

12)  THIS HAS BEEN A NIGHTMARE AND IS RIDICULOUS.  I continue to get emails that my bill is past due and IT ISN'T!

Community Support


232.9K Messages

5 years ago

Hi There @lmghome2019

Mistaken payments happen all the time. Thank you for the honesty.  We can help with clearing this mess up.


To get started with your resolution, we will be sending you a private message to your forums inbox.


Once you get the notification, please do the following steps:

1. Log-in to your forums account.
2. Click on the envelope icon
3. Click on the message that you get
4. Reply to that message only


Just a reminder: Please do not post any personal information such as, email addresses, phone numbers, or account numbers on this public thread.


We look forward to working with you to get this resolved.

Matthew, AT&T Community Specialist

New Member


41 Messages

2 years ago


I contacted at&t and told them I made 2 payments on 03/01/22 one of the payments is showing in my payment history and one is not. the representative said it is not showing I explained to her the payment has been processed through my bank she then told me I need to contact my bank and she put me on a payment arrangement.  I contacted my bank and my bank verified the payment went through. I have a screen shot that the payment went through as well. So frustrating I been with at&t for a long time and never had issues until now. What do I do now? I am not making another payment for this one as it has been processed already.

Community Support


232.9K Messages

2 years ago

Let's find that missing payment, Kaloulu!


If you could please, make new question thread, in order for us to investigate your missing payment concern properly.  


We want to help, and we will be looking out for your new thread. 


Thank you for posting on the AT&T Community Forums. 


Matthew, AT&T Community Specialist

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