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bararias's profile



1 Message

Thursday, June 2nd, 2016 3:49 PM

Incorrect Bill from U-Verse


First I want to say that I've been a customer with AT&T Wireless for 8 years now. We took up AT&T U-Verse service after moving to a rented apartment in TX about 9 months ago. When we decided to move out, AT&T U-Verse did not have the same services in the new location and I actually called twice to confirm that with AT&T U-Verse. Thats when we had to request a disconnect of the AT&T U-Verse Service though we continue to be AT&T Wirless customers. 


I am writing about ATT U-Verse Account [edited for privacy – please do not post personal information]. Our monthly bill has been between ~$118 - ~$119 all these months. I had requested a disconnect on 5/14/2016 but somehow it was recorded incorrectly and AT&T U-Verse disconnected my services on 4/14/2016. I'm sure all the calls are recorded, so you can verify that I requested a disconnect for 5/14/2016. On calling AT&T U-verse on 4/14/2016 saying that I had no service, they rectified the problem and reinstated my service. However, after setting up my service again, the bill somehow increased from the original $118 - $119 to $200+ for the period Mar 17 2016 - Apr 16 2016. On calling AT&T U-verse, they said they had applied installation charges and a new package as the old package was not available. I reminded them of the fact that my bill used to be $118 - $119 for the past many months and after several calls and back & forth, the additional charges were rolled back. I was hoping the problem was fixed.


However, for the Apr 17 2016 - May 14 2016 period, I again received a bill of $157.94 instead of the usual amount. I called AT&T U-Verse on Friday 5/27/2016 and explained that the bill amount was incorrect. I forget the agent's name but he said that he was from Missouri. The agent refused to listen to me at all. He was extremely rude and repeatedly said "You have received too many credits and you are asking for more credits. The answer is no." I mentioned that I am only asking for my bill to be corrected and not asking for any credits. The agent did not want to even listen. He kept repeating "You are asking for credits. The answer is still No." I couldn't believe how rude and inappropriate his behavior was. I am requesting you to review the phone call and decide for yourself how the AT&T U-Verse agent behaved with a loyal AT&T customer. After speaking with him, I almost felt like cancelling my wireless service with AT&T as well.


I asked him to transfer me to a manager and he grudgingly transferred me to an escalation specialist John. John said that was looking at my account and that the final adjustments would be made in 2 weeks. I mentioned that my due date was 6/4/2016 for the last bill. He said "Don't pay the final bill and wait for the final settlement." I was a little skeptical as I don't want to be late on my bill payments. John was much better to deal with but the other agent does not deserve to be in Customer Service - again, please review the call and decide for yourself.


My bills for the past few months are all in the range ~$118 - ~$119. Why is my final bill $157.94? Could you kindly help to resolve the situation.




Community Support


6.7K Messages

7 years ago

Hello @bararias

We are sorry for your inconvenience. We will be glad to help. Please send us a detailed message by clicking here. Be sure to include your:


  • Name
  • 9 digit U-verse account number
  • Phone number

We will get back to you as soon as possible via email. In the meantime, let us know if you have any other questions or concerns!



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