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2 Messages

Sat, Sep 26, 2020 1:29 AM

Who can help me with a complicated billing issue?

Hi, I am an AT&T retiree, and a loyal customer for more than 30 years. 


Back in February of 2018 I moved. I had to disconnect several of my services due to lack of services available at my new address.  I did this through the "concessions" department.  I had Uverse, DirectTV, 2 pots lines, and Digital Life.  One of the disconnect orders for a pots line did not get placed and I was unknowingly continuing to get charged, until the line was finally disconnected in October of 2018 for non-payment.  All of this was happening without my knowledge as the only service I had left was mobility and I was receiving and paying my bill.


Fast forward to now, I am trying to add mobility services to my account, but there is a hold placed on my account for the balance owed from AT&T failing to disconnect one of the pots lines. It is a collection balance of $215.93, which I refuse to pay since this was AT&T's error.  However, I have made several phone calls over the past few days, spent more than 6 hours on the phone, been transferred at least 10 times and I was told by a representative yesterday that she would escalate this issue and get back to me and no one has. 


I have spoken to Concessions, Accounts Receivable, Billing and Concessions again yesterday. I spoke to Concessions again today (after a 30 minute hold to get a representative) who transferred me somewhere I waited on hold for ANOTHER 45 minutes and was disconnected.  


I am BEYOND frustrated. Can someone please help me??????



ACE - Expert


43K Messages

a month ago

This is a customer to customer forum, not customer support, so no one here can do anything. You can escalate the issue to corporate by filing an FCC or BBB complaint.

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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.

New Member


2 Messages

21 days ago

Thank you for your suggestions.

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