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Community Support

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6.7K Messages

Monday, October 5th, 2015 7:04 PM

Bill Higher Than Expected - Things to know from the AT&T Community

 

If your Home Phone bill is higher than expected, the following may have occurred:

 

Partial Month Charges

  • Partial month charges will occur if services are added or removed during a billing cycle, prior to the bill date.
  • Services Billed in Advance are prorated when they are added or removed during a billing cycle, prior to the bill date. The actual amount prorated is determined by the number of days the services were used for that billing cycle.

Billed in Arrears

Some charges, including actual usage charges, are billed in arrears (after the fact). Examples of these charges include local usage, long-distance and pay per-use.

 

Promotional Credits

Promotional credits may have expired on your most recent bill. Visit Current & Expired Promotions page for a list of current promotions.

 

Discounts

It may take 1-2 billing cycles for some discounts to appear on your bill. Please pay the full amount due on your bill by the due date, to avoid billing issues in the future.

 

International Calls

You may not have a call plan for International calls.

 

Unexpected Calls

Information, operator-assisted or entertainment calls were made from your phone that you were not aware of.

 

Taxes

Taxes may apply to charges for products and services included in your bill. Specific taxes vary by state and locality.

 

Surcharges and Other Fees

These are charges authorized by law and may include state-specific surcharges or regulatory fees. Examples include the Federal Subscriber Line Charge and the Federal Universal Service Fee.

 

Combined Bills

You may have requested combined bills, and the bills have different bill cycles.

 

*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.

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Community Support

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232.8K Messages

7 years ago

Hello @PyroDan

We saw your post and will be glad to ensure everything is handled properly. Please send us a detailed message by clicking here. Be sure to include:

 

  • Name
  • Account number
  • Phone number and the best time to reach you

We will get back to you as soon as possible. In the meantime, let us know if you have any other questions or concerns!

 

-ATTU-verseCare

Teacher

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13 Messages

7 years ago

Sent a private message to att customer care, yesterday with all the information asked for on your response. The link you provided takes me to a private message page with no options or fields to type my message. As of today, I am now getting what sounds like collections calls. This has now elevated the situation to infuriating level since I pay my bill on time every month and have for years lol. I am at the doctors currently. I will try again when home, or call the number which was the regular customer service line, ending in 2020. Unfortunately that has not worked well the last few months. Thanks for any help you can give.

Teacher

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13 Messages

7 years ago

Day 3 of going on 5 months:
Waited to hear from customer care here, but no responses to my updated information in private. Figured it was time to call the phone reps (again) since now I am getting daily collections calls. I pay my bill on time, actually usually early every month.

I spoke with Malu (sp?), she informed me there is no record or notes of my last call with Chris (oceanside call center), along with my dispute. This right here really bugs me. Why are the reps not putting in notes when they are telling customers over the phone that they are. Supposedly these calls are recorded, unless we personally ask them not to be. Where is the oversight on this?

Long story short, explained my situation to Malu, the chronology of the situation, what I was told to pay by each rep (shows on my received billing payments, all on or before actual due dates). Malu tells me that a partial credit was made, but no sign of the dispute or reversal for the long distance charges and credits from Chris.

She tells me that I owe $190.81. My payment made last month 12/12 while speaking with Chris was 31.64 after supposed reversals and credits, that would be my basic phone service including tax. Now it is $44.12 over a 1 month period? What in the sam hill is going on? I went from $28.50 quoted by the CSR who screwed everything up in august/sept, to $31.64 after talking to Chris, now $44 after talking to Malu? This is just the basic service, the disputed fees and arrangements that all the sudden along with the notes for my calls, supposedly resolved by Chris and 2 other previous CSRs all vanished.

Malu put in for the dispute of the long distance charges (AGAIN) only AFTER I requested 4x to be elevated to a higher tier representative, supervisor, someone who.could.end this right now. She never did connect me to another one, stateside, in Billing. I was told to check back, but only pay $44.12, today.

I told her the bill is still $13 more than I was quoted for my basic service by Chris during the last fiasco, where all this was supposedly taken care of, noted and handled.

I really want this resolved as quickly as possible and thank any of you in these forums who can help. My responses to private messages are unread. Please if you get a chance... let me know, what to do.

Thanks.

Contributor

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1 Message

7 years ago

Same here I got charged $49 installation fee which was told all I had to pay was a one time fee of $10 and bill was $30 a month now Im told $40 a month plus got charged $49 a month after I got services. It also took about 3 weeks to get to use my internet

Contributor

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1 Message

7 years ago

This is freaking rediculous!!!

My bill keeps going up and yet I don't even receive an advanced warning letter.  Last year it went up $2 and this year it's gone up another $2.  I have autopay and I just saw it on my bill, otherwise I wouldn't have known.  {edited for word filter evasion}.  And honestly, my service is far too crappy for as much money as I'm being charged.  I've been tolerating it so far only because I've had my email for well over a decade.  Well, no more.  T-Mobile has my cell service.  It's time to find someone else for my internet.

Contributor

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2 Messages

7 years ago

I signed up for $30 a month internet & my bill is $400 for 3 months.

Mentor

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25 Messages

7 years ago

I noticed my bill is going to be simplified to to make it easier to understand.  This happens every other year.  The FCC and the Consumer Action Handbook published yearly by the government (which has a significant section dedicated to phone companies) say this is a way to obfuscate charges people don't know their being assessed.  For instance some would think since all phone have touch tone service it isn't an extra customers must opt into.  But customers in Oklahoma are charged $12 a month for NOT subscribing to touch tone service unless a qualifying feature package subscribed to.  This charge is never listed on the bill and no fee or option to subscribe to touch tone service is listed in the tariff or offered.  

 

So then one must assume most people must subscribe to touch tone service as all installations process touch tones to make calls, and no option exists for exemption from the service.  One must then assume their must be a charge for this optional service must be included somehow into one's bill.   Yet it is not itemized on the bill for subscribing or is the charge for not subscribing itemized.  People are just given the service charged for it one way or the other, it's hidden in the bill and customers are none the wiser and assume it must be free.

Mentor

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25 Messages

7 years ago

 Just a note if you're being overcharged and customer service fails to help you (general policy and promises to call back never actually call).  You must file a complaint with your public utility commission.  They go under various names amongst the states.  You can also file complaint with the FCC.  You will then be assigned an agent and  case number with a customer support group that goes under the pretentious name of "Office of the President, customer support."  

 

You must concur that you issue was resolved or the regulatory agency will not let them close the case or ignore you.  Do not indicate the issue has been resolved until after you've seen it on your bill or the action necessary has been completed.  The regulatory agency will often call letting you know AT&T has closed the case and often you're still waiting to hear back from the last call for whatever reason. The agent will say they issued a refund for partial amount and is awaiting approval from a supervisor for the remainder.  While waiting to hear back on the status of that decision your state's regulatory agency will often prompt you to say you agree it's been resolved even if you say not yet.  They'll say something along the lines of "so you've be promised you will receive a credit on your bill."  Even though it may only be a partial credit you've be promised and a return call letting you know the supervisors decision.  Answering 'yes' you have have lead on to saying your concur that it's been resolved, that everything is to your satisfaction and you got what they agreed to.  The the case will be shut and you won't receive any return calls.  All you'll have is that their is a partial credit on your next bill.

Contributor

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1 Message

6 years ago

I ordered the special priced internet for low income individuals which is supposed to be $10/mo but my bill is $40-why?

Contributor

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1 Message

6 years ago

Why even have a price guarantee for 2 years when you just raise the prices anyway???

 

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