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Tutor

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6 Messages

Fri, Jul 26, 2019 9:35 PM

Major Complaint. This is the site i ended up on so here's my situation.

I have been completely yanked around to the point I'm in tears, again! 2 months ago I was told a charge that seemed odd to me was wrong and would be removed. I spent hours on the phone that day with AT&T billing . The operator said they would call back with updates as their supervisor was working on it so I didn't waste more hours o the phone. The end of the day I got another call saying their supervisor was removing it but it would not show up right away. Ok great right? WRONG! It never came off so 2 months later, after I kept paying my bill for the correct monthly services my service is disconnected for the $167.00 .I called only to be told there's no history of that happening or notes in ther computer and spent 1 hr 45 min basically being called a liar and why the charge is correct. Then I was transferred in circles each time having to start from the beginning because they don't tell the person they are transferring you to anything. So I spent another 1 hr 15 min with that person then I said it's not worth this just cancel my service, I was sent to collections and the guy was nice but instead of terminating my service said he'd turn it back on in 30 min for a week and put in a dispute and have a manager call me. Later, 4 hrs still no service, I call back billing who goes threw everything with me again about all the bills since January. I said I'm not going to debate something I spent hours on the phone doing 2 months ago that was supposed to be removed, and spent all afternoon today discussing. I'm calling because my services supposed to be on right now ,I said look at the notes, they said ohh ok yeah I see let me call collections, I'm on hold and she came back says collections said it was turned back on at 1pm this is a tech support issue. I get transferred to them. Tech asked what is on the screen, says 0 devices are authorized and there's 3,he had me delete them , which is every other tv in the house but said he'll help me add them back. So then he asked what error code, was none just a pay your bill with the phone number and extension. He said yeah that's billing not tech. I said that is who transferred me to you. He asked me who direct TV or AT&T because they are different. I said AT&T , that's who sends my bill, it's not separate but all together. I explained collections turned it back on he said its not showing that in my system so back to billing I'm transferred and my other TVs were not added back to the main box. I get a whole new operator again. So I have to start over, each time you start from like it's your first call, name account number passcode and problem, then your told account is past due bla bla bla. EVERY TIME. The most patience person in the world would be frustrated. So I'm on the phone about 45 min with this operated then I get a call from management finally so I swap over only to be told oh it's a billing issue, talk to billing nothing I can do and give it 24 hrs not 30 min to be turned back on, I said so tomorrow at 1pm then call back, he said wait until 9pm. I said well billing is on hold on the other line and he said yeah talk to them I can't help. Click over they are gone. So that was from 6:15pm until almost 9 pm i talked to them this time. Next day still no service, i didn't wait till 9pm because I thought wouldn't they be closed by then, why would a manager tell me to call when billing would be closed. I called about 6:45 pm. Had to start over AGAIN .I said just connect me to collections, she said I need all your info and the issues first. Why you don't tell them and half the time don't leave notes. So finally I'm transferred guess what collections closed at 7pm so I get that messaged and call ended. I call back, new operator again in billing. Who I go threw everything with. She said I don't know why collections would tell the last operator it's a tech issue bc its not and I'm sorry you were transferred bla bla bla, I'm on hold a few times . I asked why she said I'm trying to call collections I said they closed. "Oh then you'll have to wait until tomorrow nothing I can do" but does try to convince me the past due charge is correct and to pay. At this point I don't care,i was told months ago it was wrong and would be removed. And what I've gone threw since,I'd rather burn 500$ then pay 167 after all this and for a charge i was told was incorrect. I was in tears after hanging up. At one point the women wasn't even listening to me, I heard laughing and talking in the background and then silence. I said you aren't listening, after a few moments she said " I understand your frustration ma'am but you have to pay past due balance of ect." I told her you aren't even listening, you didn't answer my question. She said I am and I did, the bill is from april not may and I cut her off and said no my question was why does it say in your computer collections turned it on but its not and you can't do it. So then she answered me but that just proved they aren't really listening to you. They do this on purpose so you'll pay. And after I was done I heard nothing, checked my phone thinking it died or she hung up ,nope. I wait she returns saying ty for holding. I was never told to hold. They ping pong you around on purpose so you'll pay invalid charges to avoid all this. Which 2 months ago had I known I'd be put threw all this I would've paid it not caring it was a wrongful charge. I gave up. Today is now the 26th and collections was only supposed to have it on until the 24th though it never was, while it was being disputed. Oh and so they could listen to the call from 2 months ago when I was told it would be removed. I got a letter today not mentioning anything about any of this but a letter about my bill late. I called, went threw it with billing again she said I'm not going to transfer you bc you been threw enough hold while I talk to loyalty department. 7 min later the line is ringing, loyalty picks up and has no idea who I am. I go over everything again and am told "looks like it was denied" I said from when, the 19th. What about 2 months ago ,she said there's nothing but the manager probably did remove it but if it's over a certain amount it goes to district office or something, I can't remember and they view it. If they deny it then the credit is not applied . Ok so why was I told 2 months ago it was being removed? Why did no one call me or mail me saying this. I wouldn't have let it go this far. I had to miss my sons therapy session bc I was on the phone so many hours and his dad sat in. My son is autistic so we have lots of medical stuff we fax which is why we have the phone line with internet and TV. I'm told I pay it or it terminated and I have to pay fees for breaking contract. Which I'm now told it started march 18 but when I moved (part of the invalid charge) they said it was up so I had to pay the $199.00 moving fee if I wanted to keep my bill in the contract price. If I waved the $199.00 fee my bill would go up to 179.00 a month. I chose to pay the 199 and have a 131.00 monthly bill. And get a extra credit too or so I was told but never got, just like the Visa gift cards they advertise but you never get.The 167.00 that was invalid was a double bill. Once for the old place and same days on the new place even though service was transferred. Just a big mess. But today I'm being told no my contract was not up. Meaning that women lied so I would pay 199.00 when I didn't have to. I'm in tears again because after everything they have put me threw not only am I without service I find I was tricked out of a additional 199.00. Though we chose direct TV and ATT bc we were told after a year you get a free move. We didn't know we would move that soon (13 months later) but knew we would bc we wanted to buy a house. So I have no idea what to do. After everything, all the wasted hours and stress and tears I refuse to pay a charge I was told would be removed weather now they say its valid or not. If management knows they might not have the authority to remove something DO NOT tell a customer it will be. I was set up for auto pay back then but changed it bc it was wasn't adding up. So maybe that's why I was told that. So I wouldn't call back and they thought I wouldn't see the charge. You don't treat people this way. It's not right. If I have to get a lawyer to take this to court so I am not stuck with a bad credit point for breaking contract I will. I will also flood every social media platform with my story and screenshot of my call log that shows the hours and times called because of this. I'm a good person, I try to be a good mom to my 1 yr old and 2yr old and a good wife. I shouldn't be jerked around like this, no one should. From what I've read everyone hates calling Att. I want my time and tears back. I loved my service and never disputed a charge before this one. It's the way their department and customer service is ran. Their towers are good direct TV is great. Had I known I would've paid ,not go threw this. Something needs to be done to rectify this or to prevent other people from dealing with this. I realize I wrote way more then intended and didn't even write all the times I was transferred and talked to someone new. Today they said 10 times I called in 3 days. So you can imagine. 

Responses

Accepted Solution

Official Solution

Brand User
ATTHelp

Community Support

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125K Messages

a year ago

Hello @Brinasmith,

Thank you for providing that information. Since you account is already in collections, you'll have to contact our collections department at 888-757-6500 in order to dispute a charge in regards to your billing concerns.
We apologize for any inconvenience.
Let us know if you need help with anything else.

Mihai AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.
Brand User
ATTHelp

Community Support

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125K Messages

a year ago

Hello @Brinasmith,

I'd like to apologize for everything you went through and would love to help you in regards to your issues and what happened.
For better clarification, can you please let me know if your account is in collections and what you'd like done in regards to your bill?
Hope to hear back from you soon, we'd love to resolve your issues.

Mihai AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.

Tutor

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6 Messages

a year ago

Hello, didn't actually think anyone would respond. Thank you. Yes my account is in collections and as far as what I would like done is have that $167.00 removed like i was told 2 months ago it would be and my services restored. Had i not been told that and explained that the charge was valid , which I'm not saying it was because I still believe it was wrong, I would have paid it and not paid every bill besides that one since. Not to mention go threw all of this stress. Also now because it was disconnected since july 19th they are saying it'll cost like $238 to have restored. I can't remember the actual amount but I'm assuming it went up due to disconnection. It was just the $167.But it should not have been disconnected to begin with. If a supervisor tells their employee that they are removing a charge and that employee tells the customer ,it should be removed. If they know there's a chance it'll be denied then tell us that or send me a letter or something so I'm not thinking it's going to be credited then not pay it and end up losing my service and time. She even said it wouldn't show up on the app or bill right away which is why its been so long. Also I think when you transfer someone attach a note in the computer so the person getting the customer next knows what's going on. Having to go over the entire situation every time I was transferred is very time costly and wears patience down. Especially when you get transferred a few times each call and in circles, an end right back to the department you started with. I just feel all this could've been avoided. I'd like to keep my services but not if it means paying something I was told would be removed and especially after what I've been put threw since. 

Tutor

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6 Messages

a year ago

I do apologize for the format my reply showed up in. You have to scroll over to read it. I tried replying threw email because that's how I saw your reply. It failed so I copied everything I wrote and posted it here so I wouldn't have to rewrite it .

Tutor

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6 Messages

a year ago

When you say in collections what do you mean? Because when I call its billing, they have transferred me to collections multiple times because I wanted to dispute what should've been removed. As far as it being in collections I'm not sure what you mean. It was just turned off on the 19th and was supposed to be reinstated until the 24th but never was. The letter i received was normal billing. 

Tutor

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6 Messages

a year ago

And I have literally spent hours multiple days being bounced from billing to collections back to billing then tech then billing again and even loyalty department. I've gotten no where but stressed out ,in tears and now forced to break my contract. How is that fair or right, is it even legal? I know some providers will buy your old contract when you switch but I'm not even going to do that. 

Tutor

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8 Messages

a year ago

Unable to Pay AT & T Bill Over Phone After Hours.  I can understand your frustration.  It's almost as AT & T wants us frustrated.

Tutor

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8 Messages

a year ago

Well, I am Unable to Pay AT & T Bill Over Phone After Hours.  Why does AT & T do this to us?

Contributor

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3 Messages

9 months ago

I would like to file a formal complaint on Direct TV you as a company and how your employees have been (Lying) and giving me false information, the runaround from department to department. I have confirmation numbers and escalation numbers. Apparently, your employees have access to edited the information that was in the confirmation from September 2 and on September 10th. On Friday September 27, 2019 I called Direct TV because we have not received our bundle as part of the agreement, I was told by Zack in the Loyalty department it would take from 1 to 2 weeks to fix the problem so we will get the bundle Amarilis offered to us. I also received my bill that day and was upset over that also. I had tried to explain what Amarilis explain with my bill and bundle. I was on the phone with your company for over 5 hours going to your different departments and being disconnected and starting all over again. They had me at the billing department, loyalty department and they call themselves Tier 1 and Tier 2, disconnect department, Retention Department, VIP Department, Loyalty above all departments, I don't want to forget the back-office department. And please lets not forget the disconnect.

I have spoken with your employees’ numerous times over the past year due to my bill and promises I never received; plus, my bill jumped around like a yoyo and it was supposed to be the same amount for 1 full year. On September 2, 2019 while on vacation I received and email because we were disconnected and I call Direct TV and I was speaking with Amarilis she offered me a bundle for $80.50 per month for our package deal with NFL ticket, HBO and other channels, for the Showtime I needed to call another department and they would give me Showtime as part of my bundle, Tech Department at (800) 331-0500 and they would take care of the Showtime. Amarilis also told me I was to receive a $300.00 VISA Gift Card, and I was to claim it on October 3rd, and I was to call (800) 288-9983 to claim it. She also gave me my order number in case there was any issues. Order confirmation number 299803512. When we return from vacation, I seen we did not have the service that was offered to us. I called Direct TV and spoke to some employee out of the county he was rude and it was a waste of my one hour and 30 minutes on the phone to finally have him say he couldn’t help me. Direct TV disconnected my service for two days, Amarilis waived disconnect fee on our account she was very kind.

I called back the next day September 10th, earlier that day and was able to get a hold of a man named Zack. I explained what was going on and gave him the order number that Amarilis had given to me. He pulled up the information and said it stated everything I said. He had to get a hold of a few people and they said they could fix it but it was going to take some time. Zack explained it would take 1 to 2 weeks and they would call me, he gave me an escalation number in case I have problems 1-247287583878 .  Zack and I went over my bill and what the amounts are, I spoke about my phone bill asking if it still will be the $20 and the internet was $40. He said yes that will stay the same. Direct TV never called me back, I waited and waited. Now it has been plenty of time and I tried to call and speak to someone from Direct TV. This was on September 27th. This is when everything went crazy, I spoke to a man in the Loyalty department he was new and could not help me, he transferred me to another department and I was put on hold and then they disconnected me and I had to call back and start all over again. Then I had to go through billing again and was on the phone for 33 minutes with him. He finally connected me to Loyalty department and I got Andrew, I think that was his name. I was on the phone with him for about 2 hours, I gave him the escalation number he read the notes from Zack and said yes that is what I said is correct and confirmed. He said he tried to fix it and he can’t, he had to get a hold of the back office. After more time had passed, he said the back office will give me HBO for $2.99 a month that is the best they could do. I said that is not what was offered to me and it was to be part of the bundle. Finally, I agreed to pay the $2.99 a month, I just can’t deal with this crap you have been putting me through and then he said he was going to connect me to the disconnect department and they will add the showtime as part as the bundle. I said ok, what about my bill it is wrong. He said what is wrong about it, I explained he was not listen to me on what and how it was explain to me. He then told me I needed to speak with the billing department, I said you told me I needed to speak with the disconnect department, then I asked him for a confirmation number on our conversation. He said are you ready and gave me the number 5234900305A. Did not say anything after that just put me through another department. A woman got on the phone and I gave her all the information and she said they are charging you for HBO I said I know, she said I was to get the HBO and Showtime for free as long as I keep Direct TV. She said sorry for all that you have gone through. Then I asked her about my bill she said I will have to speak with the billing. Before I could get another confirmation number, she connected me to the billing.

At this point I was crying and very angry the way she got off the phone with me. More hours have passed, the billing department had no idea what was going on and she told me that by bill was correct she even tried to tell me from here on in my bill would be $200 a month and I went round and round I asked to speak with her supervisor, I was put on hold for 26 minutes and then they disconnected me.

I called back and spoke to Ashley, she connected me to the Loyalty department and a Tom answered the phone, I explain again and gave him all the confirmation numbers and the order number from September 2. He said none of the confirmation numbers or the order numbers say anything about my bundle, my price or anything. Someone has edited all the notes that was put into your system. He said sometimes they lie to get you off the phone, he said good thing you called back they are charging me full price for HBO and Showtime, there is no deal and no offers, plus he said there is no $300 VISA gift card. Tom said he will have to put in an escalation number because everyone has been lying to me and the notes do not state what I was saying. I said the notes have been edited, he said it would not be the first time. So now I’m starting from the very beginning. Tom’s escalation number is 1-247639493473. I explained to Tom everything that has gone on and what was said to me, all he could say is he was sorry. And I can’t help you. Tom also told me there is no VIP, there is no Tear 1 or Tear 2, and it is not called disconnect it is called retention department, he also stated that department is the same as the Loyalty Department. He said I am not the first customer that has been treated this way, he also said they say whatever to get me off the phone.

This is very upsetting to me to hear everything your employees have put me through and lying to me, putting me hold like they are trying to help me. How can you allow this and you do nothing about it?

At this point I am demanding you take care of this issue; you record all your calls and you can see who I spoke with and how the conversion has gone. I have been very angry and very emotional over this whole process/mess and I still can’t get anyone on the phone to help.  

Zack has been the only person who has been honest with me and has tried to help me, he read all of the notes from the very beginning and told me what was going on. The offer was there when it was offered as a bundle, everything is correct on what I said to him, the only thing that was missing was the notes on the Showtime. He said with me being in disconnect the Showtime was in another department. When he was working with the back office to help solve the problem, he told me the offer was pulled and they don’t know why. He said it would take a week or two to fix. Zack read all the notes and he knows I am telling the truth. Andrew agreed I was telling everything correctly but he wanted me off the phone when we started talking about my bill.

davemize

ACE - Professor

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2.4K Messages

9 months ago

You can file a complaint with the BBB and the FCC if you feel that At&t is not being responsive to your needs. This typically leads to an escalation to higher levels within the company.

"Don't make me summon the flying monkeys...."

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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2 Messages

9 months ago

I have similar situation and am going to file complaint through FCC, as well as small complaint court for dispute with ATT

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