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Thursday, August 3rd, 2017 10:19 PM

Bill is screwed up and no one is able to fix it

On May 11th I made the mistake of answering the door when an AT&T rep came by and suckered me into signing up for service.  Jared *** (dealer code ***) signed me up for U-Verse, internet and phone. 57% discount on U-Verse!  30% discount on internet!  My total monthly bill, including all taxes, fees and sign up charges would be $114.99.  Cool!  I'll say $100 from what I was paying with Spectrum.  On June 1st a very nice young made did the installation and I was all set.  Then I received my first bill. $327!  I went through all the charges and could tell right off that I did not receive the 57% discount on U-Verse.  I called the 800 number and after having to yell at the stupid automated voice, finally got someone in billing.  She was very nice and saw the same thing I did and applied the discount. She told me my bill would be $136.79 and to wait 48 hours before logging in again and seeing the correct charge.  I waited a week, for good measure. Logged in and my account still showed $327. I paid the $136.79 that it was supposed to be.  Because I have a life and a job, I don't have time to monitor my account, so I didn't log back in until I received my 2nd bill. $296.39.  Hmmm, still seems a little high!  I went through the charges and all the discounts were applied and correct.  Unfortunately no one ever corrected that original charge of 327.  So now my account shows a past due amount of $190.31. I called again.  Talked to billing and she said the $190.31 would be removed from my account because that was incorrect.  Today I received a letter from AT&T, telling me I have $190.31 late charge and if I don't pay it by August 4th my service may be terminated.  My bill isn't due until Aug 10th, so threatening to terminate my service before the bill is even due seems a little premature and now I am royally p.o.  So I call. Again.  This time the girl in billing refused to help me and passed me on to customer service.  Customer service passed me on to Accounts Receivables.  She tried to argue that the original $327 was correct because I was billed from June 1 to July 20th.  Yes, my first bill was fro Jun 1 to Jul 20, but the discount for U-Verse was not applied. Then she tried to pass the buck on to the sales rep that came to the door to sign me up because he was probably from a third party contractor and not an AT&T employee and it's his fault he didn't explain the charges correctly.  I pointed out that it doesn't matter who Jared ***'s employer is, he is representing AT&T and therefore, AT&T is at fault.  I hung up on the accounts rec rep and talked to some random customer service person (Kevin B.) when online help popped up. He claims he escalated this issue and it will be resolved within 48 hours.  I am not holding my breath.  What I am going to do is file a complaint with the Better Business Bureau. I'm also going to contact the local tv news stations and see if one of their "Call for Action" departments will take my story, run it on the evening news and THEY can deal with the billing department.  I am also going to go on to facebook and twitter and Instagram and repeat this all of this to anyone that wants to read it. I am beyond unhappy with this company. It's said because I actually like the channel line up and the internet connection has been better.  But I would rather go back to Spectrum, because they never screwed up my bill this badly.

[Edited for privacy. This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

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229.7K Messages

7 years ago

We can reach out to see if we can help in any way possible. Please reply back with your full account number and the best number and best time frame to reach you. We can reach out to see how we may be able to assist you. Thanks Miguel 6am-2pm CST

New Member


3 Messages

6 months ago

I called to cancel my DSL in May because I switched to Spectrum internet..Instead of cancelling my DSL they cancelled my Landline. I had to call back and get it added back. When I got my bill I was charged like it was a new account even though I have had the landline for over 13 years. Even though I have called and been on the phone for hours they will not cancel my internet service. It keeps showing up on my bill also. I talk to one person after another that tells me that they have cancelled it, but when I go back and look at my bill it is still there. I do not know what to do to get my bill right and the DSL taken off my account. It is so frustrating!!

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