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Mon, Oct 5, 2020 6:14 PM

I need the corporate number or email address

Agent Tina enters chat
Tina: Hello, my name is Tina. I'll be happy to help you. Give me a moment to review your request.
 
Tina: Hi, Derrik. I can definitely help you check the increased on your bill.
 
Me: hi
Tina: To start with, may I have your account number or phone number?
 
Me: so I wanted to look at my bill, in August I paid 163.00 in September I paid 332.00 now I am being told I was late but I already paid my past due, my current and my balance was 0. 
Me: I even screen shot it on my due date 
Me: 909.......
Me: Derrik P.
Tina: I can definitely help you check on that. Thank you.
 
Tina: I have the account pulled up now, please verify with pass code.
 
Me: Code XXXX
Tina: Thank you.
 
Tina: System is showing that this is for a cancelled account. Is this correct?
 
Me: no. 
Me: I do not have a cancelled account
Me: the ATT TV account was cancelled months ago
Me: That whole mistake was ATTs fault. They made an account for me at an address I didn't even live at. I was paying for it for months,
Tina: Thank you for the information. Let me dig deeper in getting the right account. One moment please.
 
Me: I have a ATT Uverse account 
Tina: Is this your service address, 4685 SIERRA VISTA AV APT 305 RIV CA 92505?
 
Me: Yes
Tina: Thank you. Please hold on.
 
Me: I have been trying so hard to keep up with this since I got COVID and had to take 3 weeks away from work. 
Tina: I have the account now. I am seeing a balance of $204.69. Let step back and checked on the bill.
 
Tina: I did see that you have August payment for $165.15 and September for $332.10.
 
Tina: The balance we have is $204.69 for your October due date.
 
Me: correct, but I am being charged a late fee, even thought I paid early for my September bill. 
Tina: The late fee was for your August payment. Your due date was on 8/16. Payment was posted on the 17th. No worries, I am already working on request to remove the fee.
 
Me: Normaly what is my bill supposed to be every month?
Tina: Your monthly is $134.99 before tax.
 
Me: ok, so if you remove the 35.00 fee, my bill shouldn't be 164.00
Tina: The $35 we have on your current bill is for Restoral fee. System would not allow us to process credit for the restoral. Let me work on other option for you.
 
Me: I never lost service though. Nothing was restored.
Me: I need something done today, if my bill is 134.99 then I need my bill to be 134.99
Tina: It happened on 9/03. Service was interrupted then payment was posted on the same day, which then restore service.
 
Me: not 204. I appreciate you helping me with this and I apologize for being frustrated, but I paid ATT for 4 months of ATTTV before they finally could find the account and turn it off. They created an account for an address I didn't even live at without my consent in which I then PAID for for 4 months.
Me: I thought I was paying my ATT Uverse bill. I never even hooked up the equipment because I couldn't. I Never was even to activate service with the equipment. 
Tina: No worries. I will exhaust my resources in getting this credited for you.
 
Tina: I can apply the credit now for $35. It will be posted real time.
 
Me: thank you.
Me: What should my bill be after taxes?
Tina: Your balance now is at $167.45.
 
Me: What should my bill be with taxes and fees
Tina: Your monthly is $134.99 and your tax estimate $12. Total will be $146.99.
 
Me: ok, so my September bill will the fee reversed should be 146.99. Could we get that fixed please?
Tina: As much as I want to, system would only allow me to credit $35 for the restoral fee.
 
Tina: Your next monthly bill will be $146.99 once there is not one time charges on the account.
 
Me: I will need to speak to a manager
Tina: No worries Let me have this coordinated with my Manager. Please hold on.
 
Tina: I will transfer you now. Thank you for being part of AT&T.
 
Tina has left the chat
You are being transferred, please hold...
Agent Francis enters chat
Francis: Hi, this is Francis. One of the supervisors in AT&T.
 
Me: my bill is 146.99
Me: I see a fee was reversed which left me with an October bill of 167.45
Francis: I believe this is for the restoral fee that was charged and Tina already provided a credit for this.
 
Francis: We will not be able to provide any credits for this.
 
Me: I need the remaining difference reversed 20.46
Me: I had covid in August and was unable to work. 
Francis: I understand that. But we have already applied the adjustment and cannot process anything on your account. Please do understand that charges on the bill are valid. In fact, the $35 restoral fee is a valid charge because your account was suspended due to NON payment before the due date, and since Tina already remove it, we cannot process any adjustments on the account.
 
Me: Ok so I would like to escalate this to your manager please.
Me: I have had SO many issues with ATT.
Me: They even created an account for an ADDRESS I don't even live at,
Me: I paid that Account for 4 MONTHS because I thought it was my ATT Uverse account
Francis: I am the highest office here.
 
Me: I LIVE in Riverside, NO ONE I KNOW lives in redlands
Me: You are the CEO of the company?
Francis: Right now, I am the highest officer in charge.
 
Me: you report to another person, I would like to know and speak to that person
Francis: If you can review your bill, the charges are valid and we've already made an adjustment for the restoral fee which is a valid charge because we did not receive a payment on time.
 
Me: again. I am asking for a 1 time credit of 20.75. I just explained to you I had covid for 3 weeks, and then also explained that ATT charged me for an account at an address I don't even live at.
Me: look up my original ATT TV paperwork
Francis: And I understand that, because of your current situation, we have already adjusted $5, right?
 
Me: I did not put down some random Redlands address.
Francis: $35,
 
Francis: I allowed Tina to adjust $35 on the account for the restoral fee because she explained to me what happened.
 
Me: I appreciate that, but I am asking for the additional 20.75 to rectify my bill.
Francis: I'm sorry, but we cannot apply any credits on the account as we have already applied a $35 credits
 
Me: So I would like to know who is your manager and have their contact information please.
Francis: Please do understand that here in AT&T, we have a limit for credits on every account.
 
Me: I understand you are at a limitation, so I will need to contact someone who has access to go above that limitation
Francis: You are already speaking with the highest officer in charge in the office, I am a supervisor and I am telling you that we cannot process any adjustments on the account, as our system will detect that we just recently made an adjustment. Exactly 10 minutes ago.
 
Me: I understand you are the highest person there.
Francis: Thanks for your understanding
 
Francis: Thank you for choosing AT&T. We appreciate your business. Have a great day!
 
Thank you for chatting with us today. The agent has left this conversation. Please continue to browse our website and use our self-service options.

 

ATT UVERSE EMPLOYEE KEEPING TAXES AND FEES ON TOTAL BILL. CHARGING TAX AND FEES TO A BILL THAT IS NOT THE RIGHT AMOUNT OR FEES IS FRAUD. I NEED MY BILL ADJUSTED PLEASE! $20.75

Responses

Constructive

Employee

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16K Messages

2 months ago

this is a customer populated forum not at&t so they wont see your demand, emails and numbers for corporate are not available to the public or front line employees. your only option is to file a BBB complaint and that will result in receiving a call from the att office of the president the highest level you can reach

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Juniper

ACE - Expert

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24K Messages

2 months ago

To discuss your bill, call AT&T. This is a public forum of other customers. I would suggest checking dates of bills and payments posting in case they simply got a payment right after the service month started over, meaning bill existed before payment registered.

 

Also they do not provide support by email. I would caution against using Chat as either misinformation is provided or they may not explain well through typing as a live call can do.

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New Member

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1 Message

2 months ago

AT&T are theives! This has helped me, so it has been beneficial to other AT&T customers! AT&T has blocked both my credit cards after a transaction was done on my account and I disputed it. So now, I purchase a hotspot device and get minutes - that I cant even use, haven't used a single MB, asked for a refund and they wont give me my $75 back! 

AT&T is stealing from a single mother and 3 children. HOW PATHETIC IS THAT????? They ALL say different stuff, every single one of them, every single time!!!!

 

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