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Kadhug's profile

4 Messages

Friday, December 29th, 2023 5:58 PM

Don’t even know what to do- disappointed

Hello,

So for the most part of this year we have been going through an issues with a cell phone that popped on our bill as not returned, and required a fee because of it. 

Trying to figure out what phone this was that we supposedly did not return we finally found out from AT&T service over the phone. We were directed to return to the store to find out how to get a return box. After a sales rep had to talk to management, that manager had to talk to management, and that one had to speak to management, then directed back to AT&T over the phone- this was a span of a couple of months. We paid the bill as normal, minus the amount we figured was for the cell fee as what was told to us by the rep that the fee was, which was somewhere around $600. 

After speaking with AT&T over the phone- finally a rep sent a return label. 
Then:

Returned the phone

Phone confirmed returned

Fee not deducted- so called AT&T back

In between the information exchange, our service was cut off twice before the bill date. The cut-off was October and then November 22, yes right before Thanksgiving with friends and family arriving and in our home. Embarrassing…

Called and asked for service restoration of both DirecTV and AT&T because of the combination. Services restored, but told that the lost cell surrendered to the store would be looked in to. 

Now: 

Service was disconnected this morning 2 days after the bill date of the 27th, so I guess I can’t complain about a disconnection before bill due date- so my entire bill was due for restoration of service even though I’m not really behind- except by 2 days. Really?! Not just the remaining $160 that still in dispute and someone is supposed to be looking in to it. 

I’ve spoke to 11 reps today, been transferred from AT&T to DirecTV (which are very nice reps over AT&T side), and the last person thinking we will finally get help from a “supervisor” - there was a hang up. Not my side, but of course they won’t call you back. No exaggerations, I’ve talked to 11 people and no help. 

We have been customers and military family customers for over 18 years. We pay an extraordinary amount monthly for service and our experience is making the pull from AT&T to someone else look very good. 

What I would like:

1. Who do I contact to find out if someone is really looking in to this problem of the missing cell phone in the system somewhere?

2. Restoration of service and what can be done for this inconvenience, repeatedly?

Just not right- 

Kay

4 Messages

4 months ago

If anyone knows how to contact someone that can actually get you in touch with the correct person, please let us know. 

We have called to speak with retention services/loyaty, weird that when you talk to the reps they don’t really know what you’re talking about. Tried to talk to billing and would be transferred to them but was routed to DTV instead multiple times. 

Finally talked to someone and she gratefully transferred us to Seqoia a supervisor, then went through the story and click!

We've tried - 800-288-2020 and 800-331-0500. 

Where can we go next?

Any help is appreciated. 


Thank you in advance and Happy Holidays,

Kay

Community Support

 • 

231.3K Messages

4 months ago

Hey @Kadhug,

We understand the gravity of the situation, and we do not want you to have this experience with AT&T. Let's work together to resolve this for you.

 

I am going to reach out to you via DM to look at account details and help you further. Please look out for a DM notification from us. Looking forward to interacting with you!

 

Thank you for contacting AT&T Community & Forums,
Gary, AT&T Community Specialist

ACE - Master

 • 

10.4K Messages

4 months ago

To be honest, at this point, you need to file a BBB complaint to get it escalated to upper management.  I don’t think anyone is actually looking for your lost phone, much less going to find it.  If it’s been missing for a year, it’s lost.  At best the decision will be whether to just credit you for returning the phone or not.  I’m guessing that your service disconnections are for not paying your bill in full.  Did you not pay the billed amount you were charged for the missing phone at any time?  If so, that’s why the phone got shut off, and if you get shut off once, they aren’t likely to give any grace a second time for a just a couple of days.  They can tell you on the phone that you don’t have to pay something that’s in dispute, but the billing system is usually automatic and if it’s on the bill, it stays there until it’s paid, or removed.  If they say they are “looking into it” and you never hear back, then they likely aren’t actually looking into it.  They are probably just trying to get you off the phone.

4 Messages

4 months ago

@dwill05 - Yes, we left the amount in dispute at the original $600, then after speaking with someone again we were told $450, so I paid everything but that. Then when we returned the other phone (the one they said oops we told you the wrong phone), we were credited and the remaining balance was $160. So okay, I see what you are saying. 

I see there is a reply from Gary, so I hope to get some assistance with this matter before making an official complaint with the BBB. Hoping to get some real help and not the run around. 


Thank you for replying,

Kay

4 Messages

4 months ago

@ATTHelp - Gary, I have replied back to the DM a couple of times. I am still awaiting your assistance/response and would appreciate it. 

Thank you,

Kadhug

Former Employee

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2.6K Messages

4 months ago

That DM was 4 days ago. The message closes at the end of the day it was sent on. 

Former Employee

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2.6K Messages

3 months ago

@gravesraves  Again that’s an old address. 

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