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jlwojinski's profile

New Member

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9 Messages

Thursday, May 12th, 2022 10:25 PM

Cancelled DSL internet and phone Account, still getting billed

Does a know how to solve and STOP  the auto generated bills from old DSL and Landline accounts?

Cancelled at the end of March 2022 , bills are still generating. Have spoken with the landline / dsl department twice and account is adjusted to 0$ balance. The two reps have done extensive notes on my account and been helpful but cannot stop the auto generated bills. Regular customer service # cannot help with this (they cannot even see this account any longer, they only see uverse accounts) and I do not want to have to do this every month and/or have these false bills effect my credit or good standing with the company.

I want the bills to stop and I want paperwork that shows this ! Who or what department  can help with this?? 

Former Employee

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32.9K Messages

2 years ago

The bill is probably your final bill as they don’t prorate. 

New Member

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9 Messages

2 years ago

Nope, my final bill came immediately upon cancellation and was properly pro-rated. These are auto generated bills that continue to come , are marked revised final bill and have continued to note charges for several following months.  I was also told by DSL/Landline billing issue team that they can see cancellation, proper payment of final bill and that they can also see that these bills are continuing to auto-generate. Issue was laddered up to an offline team I cannot speak with, so I have no way to confirm that the issue is being properly resolved.

(edited)

Community Support

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232.3K Messages

2 years ago

Let's get you pointed in the right direction for your DSL billing inquiry, @jlwojinski

 

You're going to need to call 1-800-288-2020 for further assistance with getting the auto generated billing stopped. 

 

If you have any other questions, just let us know! Thank you for contacting AT&T Community Forums! 

 

Raiden, AT&T Community Specialist 

New Member

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9 Messages

2 years ago

Thank you for the reply, 

However, after speaking for 2 hours with different reps at that number, none of them were able to see, access , or resolve the issue or the account because it's DSL/Landline

First call was 4.14.22:  They had to get a supervisor to call me back and give me the direct line to DSL / Landline department, because she could not help either. After speaking with 2 people , I was finally directed to a rep who had access to my account and after speaking at length, I was given a credit and told he resolved the issue, thus I should be receiving a final bill showing 0 balance .

2nd call: I followed up today at the same DSL/Landline department and was told issue was now being laddered up to an offline team that I cannot contact directly, and that it MIGHT solve the issue. This rep also issued a credit because bills are still auto generating, even though my first call in April to first rep should have solved the problem. 

So, while I understand that 1-800-288-2020 should be the customer service # to solve my issue, they cannot even access my bill, solve the problem, stop the auto generating bills or even generate credits. THEY CANNOT EVEN SEE THE BILL OR ACCOUNT!  I do not want to have to do this every month, I want the bills stopped and account documentation in order. Yet, there is virtually no one who has access to these 'old' accounts. Both reps I have spoken with in the DSL/Landline department have extensive documentation and notes of this ongoing issue, so to the AT&T folks commenting on here, call the 1 800 772 3140 option 2 and speak to someone in that department if you want to help me find resolution, BEFORE just sending me to customer service at 1 800 288 2020 which absolutely CANNOT help.

(edited)

New Member

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9 Messages

2 years ago

Furthermore, I have researched other messages here on the same issue, most got resolution with an FCC complaint or CPUC complaint.

Other folks posting here also expressed lack of resolution through your regular customer service channels.

Former Employee

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32.9K Messages

2 years ago

CPUC is not the way to go. They don’t deal with billing disputes. 

New Member

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9 Messages

2 years ago

Hi Constructive, if CPUC is not the way to go, please advise which department, phone # to call,  (not standard customer service as they cannot even see account). They are not disputing that the account is closed, and they continue to issue credits along with acknowledgement of the mistake. So there is no bill dispute. There is a disconnect between the account cancellation and the automated system that just continues to generate bills. I'd like to know who , what department and where to contact that actually has accountability and authority over stopping the auto generation of bills, and provides me with the closing bill and documentation I have asked for. The 1 800 288 2020 # cannot even access or view this closed account and cannot help.

New Member

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9 Messages

2 years ago

@ATTDmitriyCM , I've seen you offer solutions to others on my problem. Any facts on which back office department is accountable for stopping auto generated bills for cancelled accounts? I'm unable to get help through the standard customer service line or the DSL/Landline department. Please see my above comments for details. Any help is appreciated.

ACE - Expert

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24.6K Messages

2 years ago

File a complaint with the BBB. Those go straight to Corporate and someone from the Office of the President will contact you. Maybe they can resolve your issue.

Community Support

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232.3K Messages

2 years ago

Let us get you pointed in the right direction jlwojinski.

 

When calling the 1-800-288-2020 number you will have to input your DSL account number when prompted by the IVR. When asked what service you have, you will need to mention DSL to get directed to the right department.

 

Please let us know if that helps.

 

Charles, AT&T Community Forums

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