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petes222's profile

4 Messages

Wednesday, November 29th, 2023 7:31 PM

Autopay Discount

Recently I changed my autopay payment method from a debit card to a bank account.  In the past when using autopay I received the full $10/line discount even if there was a credit balance on my account.  Now I am only receiving a $5/line discount when there is a credit balance on my account.  The credit balance happens if I pay the bill early because of budgeting reasons.

My question is why/when did the autopay policy change so you don't get the full autopay discount if you have a credit balance and AT&T didn't have to pull an auto payment?  

ACE - Sage

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116.1K Messages

3 months ago

The only reason you would be only getting a $5 discount is because your autopay and paperless billing with debit or checking account is not being recorded properly in the system.

 It thinks it's being paid with a credit card not a debit card.  

I don't know whether you need to correct your card information in the system, or whether you need to call AT&T and make sure that it is going through as a debit, not a credit card

4 Messages

3 months ago

 I wish it was that simple.  When looking at the Autopay setup page, it states it is attached to my checking account and the account number shown matches that of my checking account.  

I spoke with a customer service rep earlier and they stated once the change went into effect earlier this year that changed the autopay discount to $5 if you were using a credit card, AT&T also changed the policy so that if you had a credit balance they would only give half of the discount.  I can't find the autopay policy in writing now so I have no way of verifying this.

If I could see it in writing, I would feel better, but I just don't understand how if you follow the policy that you know about you don't receive the discount stated.

Thanks for your reply.

Community Support

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229.9K Messages

3 months ago

Hi there! We hear you and am here to help, let's get this checked.

In order for me to understand the situation and to assist you better, we would need to look into your account details, so I'll be moving this conversation to a DM. 
Please look out for a DM notification from us.


Thank you for contacting AT&T Community Forums.
Andrew, AT&T Community Specialist

ACE - Sage

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116.1K Messages

3 months ago

That sounds like a made up reason because they didn't know the real reason..

I would theorize that you were forfeiting the autopay discount because you're manually applying payments.   

The autopay system is designed to withdraw from your method of payment The exact amount due on your account. If your balance is a credit it shouldn't be withdrawing anything.

(edited)

4 Messages

3 months ago

I would agree with you and would accept that same answer from the customer service rep I spoke with yesterday if I could find/see the updated policy in writing.  For 3+ years this wasn't the case, so I would just like to know the why behind the change or at least when it changed.

I waited for an hour and a half last night for the above customer service rep to meet me in a chat before giving up.  Hopefully they will reach back out today.

ACE - Sage

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116.1K Messages

3 months ago

File a better business bureau complaint.  As long as you are Auto pay, and paperless with checking, on a plan with the $10 per phone line discount, you're in compliance.  

BBB complaints are forwarded to ATT upper management and someone will contact you

4 Messages

3 months ago

@ATTHelp - one last try.  Please send another link to verify my account so we can discuss my issue.  I waited an hour and a half to speak to someone last night before giving up.  I have been trying to contact the agent since 3:50 this morning and have received to response.  I would say this is less than stellar customer service to this point.

1 Message

1 month ago

I am only getting the $5 discount, instead of the $10 discount (post paid account).  I changed from a credit card to a debit card and the discount has never been applied properly.  I have called several times and have been issued a manual credit.  

I am on the phone with AT&T right now.  I spoke to Josue first. Josue said that I was getting the credit, based on the plan total (he rattled off a bunch of amounts).  I explained to him that I have called at least 3 times and I am always told something different.  He transferred me to Cassandra, supervisor.  She told me that this is a misprint on the bill and, very flippantly, said she would reach out and get it fixed for me.  I told her that I wanted to confirm what she was saying:

"AT&T, the giant wireless nationwide conglomerate company, has a system wide printing error, that has been going on since October, and they haven't gotten it fixed?"  I am just supposed to believe that I am getting the correct discount even though it says, clearly, that I am not.

She replied:  "yes, basically" and "I will get that fixed for you."

If this is really true...somone needs to hire better programers.

If this isn't true...someone should be fired.

(edited)

1 Message

1 month ago

I just ran into the same exact conversation.  Lots of smoke and mirror language and basically the guy (Jason from India) lied to get out of the call and made up a number for my real charges, then tried to offer me a lesser plan for a $15 discount.  Definitely a scam on ATT end and I plan to file a complaint and switch carriers.  Been loyal for over 20 years but this response to a simple issue with their advertising, programming and billing is the last straw for me.

ACE - Expert

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23.8K Messages

1 month ago

We changed from a credit card autopay, with paperless billing, to ACH with paperless billing and are getting the full discount for both on all of our lines. Sounds like a programming error on AT&T's side. File the BBB online complaint. That goes to AT&T Upper Management and someone who can probably straighten it out will contact you.

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