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hollyhal's profile

5 Messages

Wednesday, January 17th, 2024 8:25 PM

Monthly AT&T statements (since 2010) with a $135.89 credit. No one can find this account

We have been receiving an AT&T billing statement every month for over 13 years from my husband's account when he lived in Illinois. He canceled the account when we married and he moved to Indiana, where we live now. Each statement includes his old number and some other number that he was supposed to write on the payment check. Over the years, I have called a million AT&T contact numbers (customer service, wireless, uverse, loyalty, collections) and visited AT&T corporate stores, and I have messaged AT&T through Twitter DMs, all to no avail. They all say that these numbers are not in the system anymore. Each bill comes in saying that Randy has a credit balance of $135.89. We never received that refund, obviously, but worse than that is 13 YEARS of getting this stupid statement every single month. SOMEONE there must have the power to stop this. One woman at an AT&T store told me to call the Office of the President for Indiana. I know his name but no way to call or email. The Twitter guy did tell me he figured out this was an "Ameritech Wireline" number and gave me yet another number to call, assuring me that the wizard there could help me. Nope, same customer service rep as always, and what are they supposed to when there is no record of these account numbers? It would be so great if they could escalate it, but apparently they cannot. But obviously, there is an entity somewhere generating these monthly invoices.... Anyone else experience something like this? 

Community Support

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231.3K Messages

3 months ago

Hi @hollyhal ,

We understand what a hassle this was for you to go through. Let's get this sorted out as soon as possible.

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs.   This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

Thank you, 

Hella M 

AT&T Community Forum Specialist

5 Messages

3 months ago

Hmm. Hella, you probably didn't read my entire post. I have contacted you via every option on the Contact Us page, multiple times. I realize everyone I've talked to would really like to help me, but after many years, no one has been able to solve the mystery, and no one is able or willing to move me up the chain of command. I just threw this out to the forums to find out if this has happened to anyone else. After all this time, I don't believe that you or anyone else accessible through the usual channels can "provide me support." 

Community Support

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231.3K Messages

3 months ago

Hey there! We understand how concerning this is for you, so let's get you the information you need.

 

Since it has been over 10 years, chances are that this has been referred to unclaimed funds. We recommend checking out https://icash.illinoistreasurer.gov/ for further information.

 

Hope this helps, and do let us know if you have any other concerns or questions for us in the future.

 

Thank you for visiting AT&T Community Forums!

MikeN, AT&T Community Specialist. 

 

5 Messages

3 months ago

The money is not there; we've checked. Remember, we continue to get monthly statements, year after year, saying we are owed this amount. If the funds were waiting in some unclaimed funds place, I doubt these statements would keep coming. Can someone not trace where these statements are being generated and make them stop??

Expert

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19.3K Messages

3 months ago

File an FCC complaint so it goes the attention of the office of the president. Posting here won't get it fixed. 

Community Support

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231.3K Messages

3 months ago

Hello @hollyhal, we understand how stressful this is for you. So please allow us to provide you with the information you require.

 

We are going to initiate a DM to help you with your concern regarding the billing issue your facing.

Please look out for a DM notification from us. (For your reference it's the bell icon on the top right-hand corner of the forums)

 

Looking forward to speaking with you!

 

Thank you for contacting AT&T Community & Forums,

Scarlett, AT&T Community Specialist

5 Messages

3 months ago

Great. For the past 3 days I've gone in this same loop that's been happening for years now--I've now chatted with Hella M, Mike N, Scarlett, Billy C, and now Sia. Sia actually asked for my account number and phone number after I just gave it to Billy C. Does no one even bother to read through the details of a customer's concern? 

Expert

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19.3K Messages

3 months ago

Did you file an FCC complaint?

5 Messages

3 months ago

I did! Thank you so much for this suggestion--I never thought of it after all these years. Will follow up if it ever gets resolved. Thanks again.

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