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Cbailey0118's profile

New Member

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4 Messages

Friday, March 3rd, 2023 2:41 AM

3 items on my account that are not mine

I’ve been speaking with ATT since Dec 2022 about items on my account that are not mine.  I have spoken with at least 10 people in customer service, 2 (supposedly) supervisors & 4 people in the fraud dept (when I can get through).  I have been overpaying for these services since May 2022 and only noticed it when I called to ask about lowering my bill.  I am beyond disappointed because, as I explain to anyone who will listen, I only should have on my account 2 iPhones, 1 Samsung Galaxy phone & an Apple Watch.  There are 2 extra Sim Cards (each $64.99) & an extra Samsung Galaxy ($54.99).  I have been charged for these since May 2022 which adds up to roughly over $2000.  I have tracking numbers (that was provided to me by a very helpful customer service rep) that shows where these phones went to.  None of that seems to matter to ATT.  They continue to confirm that these accounts are mine even after seeing no activity on them.  I am at my wits end & it makes me think that someone is trying to cover for employees getting free phones & SIM cards.  If anyone has any suggestions as to how I can get this corrected I would appreciate it.  I’m seriously considering switching to mint mobile which is way cheaper anyway. As I said, every time I’m supposedly being transferred to the fraud dept the phone disconnects.  

ACE - Sage

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117K Messages

1 year ago

File an online complaint with a better Business bureau. The complaint is forwarded back to AT&T upper management and someone will call you. You should also file a formal notice of dispute.

https://www.att.com/help/notice-of-dispute/

ACE - Expert

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14.2K Messages

1 year ago

I only should have on my account 2 iPhones, 1 Samsung Galaxy phone & an Apple Watch.  There are 2 extra Sim Cards (each $64.99) & an extra Samsung Galaxy ($54.99).

I think you should clarify. You should have four phone lines, with the 3 phones and the watch associated with one of those. Correct?

What do you mean by extra SIM cards. I've never seen billing for SIM cards. Do you mean there are 2 phone lines (phone numbers) that shouldn't be there? What do you mean by an extra Galaxy? An extra phone line (phone number) associated with a Galaxy or a installment plan to purchase a Galaxy inappropriately assigned to one of the lines?

I'm not being nit-picky. Using clear terminology will just help you get the problem solved more quickly.

New Member

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4 Messages

1 year ago

I’m sorry-I’ll clarify.  They are charging me for two SIM cards with addl phone lines charged to those SIM cards.  Almost like I bought two extra phones and added the SIM cards to them.  And instead of charging me for 1 Samsung Galaxy, there are 2, each with a separate phone line.  So, in essence, I’m being charged for two additional SIM cards with two separate numbers & an extra phone & line.  I hope that explains it.

ACE - Sage

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117K Messages

1 year ago

Okay first of all let's clarify based on your original post:

, I only should have on my account 2 iPhones, 1 Samsung Galaxy phone & an Apple Watch.  There are 2 extra Sim Cards (each $64.99) & an extra Samsung Galaxy ($54.99).

Your bill every month should show charges for four different phone numbers. Three on phones and one on the watch.   

Are you saying that you are paying for six phone numbers not four?

And you are using an incorrect term which does not compute when you're talking to a call center employee. The term is not "SIM card".  Instead you should be using is "phone line".

SIM cards are  a $0.99 little chip of cardboard and metal.

If your paying for 6 phone lines/phone numbers, then something is amiss.

 If there is no contract or installment attached to these extra phone lines, they could just be canceled by calling AT&T and asking them.  The concern is that there may be a contract or an installment tied to those phone lines and you are being charged for a phone that you do not own.  Or you upgraded at some point and instead of upgrading an existing line they added new lines and billed the installments for your existing phones on those new lines.

ACE - Expert

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14.2K Messages

1 year ago

One more clarification: The phone number associated with the erroneous Galaxy installments on of the phone numbers from the "2 SIM Cards" or is there yet another number on the bill, meaning you have 3 more numbers than you should. 

Do you have any installment plans on your actually phones? If so, are they showing as being applied to the correct phone number on the bill?

Community Support

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231.3K Messages

1 year ago

Hello there @Cbailey0118, we understand the impact of an increased bill.

 

Let's meet in a Direct Message by locating the chat icon next to the bell icon in the upper right-hand corner of the forums page, in order to gather more information to enter the account for these charges.

 

In the meantime, please gather our account information and keep an eye out for the DM message.

 

We look forward to chatting with you soon.

 

Ashley, AT&T Community Specialist 

New Member

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4 Messages

1 year ago

Is there a time to meet you there?

New Member

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3 Messages

1 year ago

I am having the same problem. I have spent over 10 hours on the phone trying to get my bill fixed. One of the representatives added an extra line to my account that does not belong to me that is also some kind of "sim card" charge that has a phone number for an iPhone 13. No one in my family has ever owned an iPhone 13. There is definitely something fishy going on. My bill last month had over $400 in extra charges. I did finally get that number removed but they have not taken care of any of the other problems on my bill. The next bill should be just as interesting. AT&T needs to be looked into. Everyone on this forum is having the exact same issues. I have contacted the BBB, next will be a lawyer. I am beyond done with AT&T wasting my time.

ACE - Expert

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14.2K Messages

1 year ago

You didn't tell us what the other problems are, so we aren't going to be any help.

New Member

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3 Messages

1 year ago

I have already made a long post about all the issues I am having on my own profile and not repeating them here. I was just letting people know that the extra phone lines being mysteriously added has happened to others.

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