Panarsic's profile

3 Messages

Wednesday, September 27th, 2023 5:07 PM

AT&T continues to bill for disconnected secondary land line

We disconnected a secondary landline in April. The process went smoothly and the line was disconnected.

However, the charge continued and continues to appear on our bill.  Each time we have called AT&T, had to explain the situation to the agent, then received a credit and an assurance that the problem is now resolved and that we will receive no future billings.

We have been through this process 4-5 times. Each time requires suffering through AT&T's soul-killing customer support tree and delays, and wastes 1-2 hours of time during which we are furious.

I've seen many similar posts and am wondering if other users are seeing this as well. We may be escalating to the FCC and California Public Utilities Commission, and being able to say that this is not an isolated occurrence would be helpful.

I'd also be interested in hearing from any AT&T support staff who might actually have the ability to do something about this issue.

I do have the contact info for an acquaintance who is a regulatory executive at AT&T, but would like to give the normal channels a chance to redeem themselves before dumping this on him.

Community Support

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231.2K Messages

7 months ago

Hello @Panarsic,
 

Thanks for reaching out on the AT&T Community Forums! We understand you're having an ongoing issue with your old landline that you canceled but still being charged.


We have a dedicated team where you can contact them via 800.288.2020 to resolve the issue with your landline billing.

 

We hope this helps! 

 

Happy to Assist!

Jennifer, AT&T Community Forum Specialist.

 

3 Messages

7 months ago

Jennifer,

I made this post because the answer you gave does NOT work.

As stated in the post, we call the service number 800.288.2020 every time we get a new bill and the disconnected line charge appears.

Every time we call that number we end up wasting an hour or more on hold, trying to explain the problem and resolve it.  The employee assures us that the problem is resolved and will never happen again. Then the charge recurs on the next bill.

There is something broken in your system that does not enable a request from your support team to actually change the billing. I need to talk to someone who can fix that.

And yes, we did ask for supervisors and to escalate a couple of times.  The escalated support staff also assured us that everything was fixed. But then when the next bill comes the charge is still there.

So please provide me an alternative escalation path and I will pursue it.

Expert

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19.3K Messages

7 months ago

I seem to be a bit repetitive with this reply. If you are not getting an issue resolved using AT&T's normal customer service channels, file an FCC complaint.

Community Support

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231.2K Messages

7 months ago

Hi again @Panarsic,

 

We hear you, and we'll happily help you fix the issue with your old landline that you're experiencing.

 

We recommend that you go through this article which details you about the ⁠need to cancel service, or remove a line from your account.

 

Furthermore, we also recommend that you call our web assistance team on 800-334-3872, click on option 8 and then option 1. They will be able to help you out with the best resolution.

 

Let us know if this information helped, or if you still need assistance. 

 

Happy to Assist!

Jennifer, AT&T Community Forum Specialist.

Expert

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19.3K Messages

7 months ago

My response would most likely get me booted from the board. It's obvious there's a customer service problem within AT&T. 

3 Messages

7 months ago

The link provided was irrelevant because it's for mobile devices.

I have not tried the other number yet because I'm going to wait for the next bill to see whether the charge is still there. It's for the MyATT.com account though, so I am skeptical.

Will update in a couple weeks.

(edited)

2 Messages

4 months ago

This has been an ongoing issue with att landline, the brush off, argumentative unprofessional tone from the customer service reps is extremely unsettling.

All service calls go straight to an out of the country U-verse representatives, that refuses to escalate to their managers. they lie about submitting a callback ticket for a management to call and no one, not one single manager in the u-verse dept has ever called back. Every single month since 05/2023, I was billed for services that at&t no longer have available.

Now I'm paying for a landline that has no dial tone and repair dept is giving me the runaround about sending a technician to repair my services.

I will also file a complaint with both FCC & CA Public Utilities Commission.

Dealing with At&t has been nothing but absolute stress, each time I have to call its like wrestling with demons to get them to fix a mistake that they've created for me the customer.

2 Messages

4 months ago

This has been an ongoing issue with att landline, the brush off, argumentative unprofessional tone from the customer service reps is extremely unsettling.

All service calls go straight to an out of the country U-verse representatives, that refuses to escalate to their managers. they lie about submitting a callback ticket for a management to call and no one, not one single manager in the u-verse dept has ever called back. Every single month since 05/2023, I was billed for services that at&t no longer have available.

Now I'm paying for a landline that has no dial tone and repair dept is giving me the runaround about sending a technician to repair my services.

I will also file a complaint with both FCC & CA Public Utilities Commission.

Dealing with At&t has been nothing but absolute stress, each time I have to call its like wrestling with demons to get them to fix a mistake that they've created for me the customer.

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