ATLlandlineNightmare's profile

New Member

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4 Messages

Mon, Jun 27, 2022 9:32 PM

Ported ATT home phone to an ATT wireless phone April 2022, ATT still billing me for home phone

I ported my ATT home phone number from landline to ATT mobile phone. This was done April 27, 2022. 

It is June 27, 2022 and I'm still receiving monthly billing with repeated late fees. 

Multiple calls to ATT, spending hours on the phone. Each month the representative says it will be taken care of and it has not.

The land line was never canceled. A representative said something went wrong with the cancellation of the line and created a trouble ticket for the issue last month. No follow-up, no resolution, just received a new bill with even more charges and late fees.

spoom2

ACE - Master

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16.5K Messages

3分前

The cancellation of the landline isn't automatic, you need to call to cancel. At the voice prompt say cancel service which should get you to retentions who are the only ones who can cancel your service

JefferMC

ACE - Expert

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29.8K Messages

3分前

The cancellation of the landline isn't automatic, 

I would disagree here, @spoom2 .  Porting away should cancel whatever line you port away, whether that's wireless or a POTS line.  And I can tell you that's exactly what happened when I ported my POTS line.

@ATLlandlineNightmare , I would immediately open a complaint with either the FCC (as a porting complaint) or an BBB complaint.  A person who can do more than follow a script and can follow up will contact you within a day or so from the "Office of the President."  I feel sure they will fix your issue.

New Member

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4 Messages

3分前

@spoom2 thank you for your reply. I did say "Multiple calls to ATT, spending hours on the phone. Each month the representative says it will be taken care of and it has not"

@JefferMC you are exactly right, each rep told me it should have happened automatically. Multiple calls along with escalation to supervisors have done nothing so I really appreciate your advice to open a complaint elsewhere. Thank you very much for the help.

spoom2

ACE - Master

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16.5K Messages

3分前

@ATLlandlineNightmare If you didn't speak to the loyalty group it didn't get cancelled, no matter how many reps you spoke to. What @JefferMC said is true for wireless service, but many topics have shown it's not so for landline. A complaint to either agency with get executive action. I just think you should try the route through the loyalty group first.

spoom2

ACE - Master

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16.5K Messages

3分前

Want to clear this up a bit. The number is canceled as far as the landline goes, the account isn't and it's the account you're billed on. 

JefferMC

ACE - Expert

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29.8K Messages

3分前

@spoom2 , I guess we'll have to agree to disagree.  Yes, residential POTS accounts should most certainly be cancelled when your port your line away.  As I said, it happened just as it should when I ported my POTS line to a VOIP provider last fall.  It automatically cancelled effective on the day of the port.  I did not contact AT&T to cancel the line, it happened as a result of my authenticated request to port the line to the VOIP vender.  And it should have happened that way for OP.

OotP should back date the cancellation and refund all charges (unless his first contact wasn't within 60 days of the first bill he shouldn't have gotten).  In fact, with POTS, he's probably owed a refund of part of a month.

On POTS, the line is the account.  The account number is the telephone number plus a seven digit code, at least in most RBOCs.

(edited)

spoom2

ACE - Master

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16.5K Messages

3分前

@JefferMC Don't mind disagreeing, it happens. I'm only going by other similar topics. Either way the OP goes should resolve their issue. @ATLlandlineNightmare don't forget to ask for a rebate, those aren't automatic either.  

(edited)

ATTHelp

Community Support

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200.1K Messages

3分前

We can assist you with your Landline cancellation, ATLlandlineNightmare.

 

If you still need assistance, just let us know, and we'll get started.

 

Hope to hear from you soon.

 

Aminah, AT&T Community Specialist

New Member

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4 Messages

3分前

Aminah, I still need assistance, however I will not call the number on my bill and put myself through two more hours of the same run-around. If you have an alternative number or point of escalation, I am happy to go that route.

spoom2

ACE - Master

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16.5K Messages

3分前

@JefferMC gave you a couple ways to escalate:

@ATLlandlineNightmare, I would immediately open a complaint with either the FCC (as a porting complaint) or an BBB complaint.  A person who can do more than follow a script and can follow up will contact you within a day or so from the "Office of the President."  I feel sure they will fix your issue.

If you'd at least try to get to the loyalty group as stated, you wouldn't have to weed through all the reps. It's the lead a horse to water thing. 

Another way to escalate to a customer care executive is to fill out the forum, ignore the heading it works.  

ATTHelp

Community Support

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200.1K Messages

3分前

Let's meet in a Direct Message to get started, ATLlandlineNightmare.

 

Look for the chat icon next to the bell icon in the upper right corner of the Forums.

 

Aminah, AT&T Community Specialist

New Member

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4 Messages

3分前

Aminah, I responded to your chat, but I can't wait any longer for a response.

Take care. I am pursuing this through another avenue.

pmoshay

Tutor

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14 Messages

18日前

I find it INSANE that AT&T a company that did $ 200 Billion in rev last year has it's customers doing support on a forum like this.  Hire some reps and turn off the customer call deflecting IVR system. 

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