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LilGuyvsGiant's profile

Mentor

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18 Messages

Wednesday, November 29th, 2017 11:04 PM

Double/triple charged for text messages

On AT&T Prepaid; purchase text message package. 

Have been suspicious of overcharging for texts. Before last re-up, cleared phone of all messages.

Lo and behold! AT&T's records, in my account history, show a use of 25 more messages than actual.

A quick look at the account history for this period reveals numerous instances of double/triple charged messages (two, or three, messages - all incoming - at the exact same time). Sometimes do send/receive messages longer than 160 characters; and have accounted for these, in determining a discrepancy.

Call to AT&T customer service was wildly unsuccessful, exasperating and anger-inducing.

Am being blatantly overcharged for unreceived service. Can't believe I'm the only one experiencing this issue. And, am eerily reminded of AT&T's previous over-billing shenanigans. 

Contributor

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1 Message

6 years ago

I checked my account history today in order to figure out why my prepaid plan had run out so fast. Sure enough, I have been triple charged for every text I received. I believe it is time for a new cell phone company.

Mentor

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18 Messages

6 years ago

Good luck trying to get help fro AT&T "customer service." Their stance:  It's on the bill so it must be right; it is up to you to prove the discrepancy - which is nigh on impossible. This is uncannily similar to their overcharging for phone service several years back. Notice the silence of the AT&T employee contributors on this subject! I suggest you do what I did:  Download your account history (from AT&T), upload your call/text logs into an excel spreadsheet, send off the two copies, with a complaint to your state's Attorney General and the Better Business Bureau. AT&T is stealing from consumers again!

Community Support

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229.4K Messages

6 years ago

Hello @LilGuyvsGiant,


It is concerning to hear you are being double charged for text messages.  I will be more than happy to help!


I apologize for the delay in the response.  We are a little behind due to the launch of several new devices.  I would love the opportunity to look closer into this issue for you.  May I please have you send me a private message to @ATTCares.  Within the message, please include your full name and account number.


Looking forward to working with you! Have a wonderful day!


Katie, AT&T Community Specialist  

Mentor

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18 Messages

6 years ago

FINALLY got real assistance; but only after filing complaint with FCC.  If you're experience similar problems, head here:  https://consumercomplaints.fcc.gov/hc/en-us

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