jlwojinski's profile

New Member

 • 

9 Messages

Thu, May 12, 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?? 

Constructive

Employee

 • 

27.9K Messages

2 m ago

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

New Member

 • 

9 Messages

2 m 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)

ATTHelp

Community Support

 • 

192K Messages

2 m 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

 • 

9 Messages

1 m 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

 • 

9 Messages

1 m 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.

Constructive

Employee

 • 

27.9K Messages

1 m ago

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

New Member

 • 

9 Messages

1 m 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

 • 

9 Messages

1 m 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.

OttoPylot

ACE - Expert

 • 

18.1K Messages

1 m 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.

ATTHelp

Community Support

 • 

192K Messages

1 m 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

tonydi

ACE - Guru

 • 

5K Messages

1 m ago

@jlwojinski   I don't know how long it takes for the BBB contact that @OttoPylot was suggesting you use but going directly to the same people at AT&T has to be faster.

Fill out the form HERE.

 

Ignore the stated purpose on the form.  This will be responded to within 24 hrs (sometimes even on weekends) by someone from the Executive Care team at AT&T and they may be able to get things done.  Once you submit, make sure you're ready to get a call from a number that isn't familiar.  If you miss it your chances of calling back and getting a successful result goes down.

 

Good luck!

OttoPylot

ACE - Expert

 • 

18.1K Messages

1 m ago

@tonydi  I'm not exactly sure but I think it's only a couple of days after the BBB online submission before it hits Corporate and then the AT&T response is supposed to be within 24 hours.

For me, I received an email from a Senior Manager at the Office of the President requesting a specific time for him to call me.

(edited)

tonydi

ACE - Guru

 • 

5K Messages

1 m ago

Thanks, that's actually faster than I envisioned.  Recently some people using the Investors form have reported getting a call the same day so at least these people are really responsive, unlike all the rank and file "support" people.

New Member

 • 

9 Messages

1 m ago

thank you @OttoPylot and @tonydi , I'll be posting results of various methods of getting resolution when I get to next steps, so that it can perhaps help the next person experiencing the same problems.

@ATTHelp , that's where it all started and where I got contact info for DSL/Landline department. The problem is and has been, that back office contact with customers is not permitted and must go through the reps on staff at the DSL dept at 1 800 772 3140. Reps had not escalated issue properly for resolution, even though I was told it had been. Today's call finally got it escalated to a resolution team. Again, I'll be posting once I have the promised update to see if it actually happens.

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.