Need help understanding your bill?
nashley1988's profile

New Member

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6 Messages

Wednesday, December 21st, 2022 12:56 AM

Ongoing Issue

I have contacted AT&T since October about an issue. My phone was completely smashed & inaccessible to use in any way. I need my phone for work, since I work from home. I go to the store to get a new phone, because again…mine was completely destroyed. The rep there tells me I have to get a new line to get a new phone, that that was the only way. I don’t need another line, have no one to use it, nor want it, but that was the only way I’d be able to walk out with a phone that day, which I need for work. She tells me nothing will change as far as my price, & compared it to a Comcast triple play & having a landline you don’t use, but you get a better deal. I pay the taxes on the phone, & she asks what line I want on the new phone. Clearly, I’d need mine since I use it for work & that other line I don’t want nor need. When I finally am able to get into my ICloud, I find out the wrong number, the new one is connected to the new phone. I was unable to access half my apps, including transportation apps & work apps I needed, due to not being able to confirm my number since the texts were going to my number on a destroyed phone. I had to contact AT&T at least 5-6 times, some of which promises of a call back from a manager was to happen, but never did. & still to this day, I am having an issue with them canceling this other line that the rep made me get, which they already plan to speak to her about. I’m getting a bill for almost $300 compared to the $90 I can afford & am used to. I again, was promised a call back from a manager & that was back on 11/29/2022. They also are telling me I’d have to return this phone, & then get another new one, pay the taxes again, & then later they’d refund me…which doesn’t make sense. Nor is it convenient for me with not having my own transportation, & already having bought a screencover. Is there a corporate contact or another way to get this resolved without me having to just go in circles with no resolution? 

ACE - Expert

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64.7K Messages

1 year ago

The way to escalate to corporate is to file an FCC or BBB complaint. The complaint will result in someone from corporate contacting you. There is no way to contact corporate directly.

New Member

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6 Messages

1 year ago

I can Google either & find the form to file I assume? 

ACE - Expert

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64.7K Messages

1 year ago

Yes.

New Member

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6 Messages

1 year ago

Thanks so much! I’ve been with them since the iPhone first came out & you could only get it on AT&T & have never been treated or had to deal with something like this. 

Community Support

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231.2K Messages

1 year ago

Hello there nashaley1988, that is not what we like to hear.

 

Thank you, sandblaster for your positive feedback.

 

If your device has physical damage, check with the manufacturer. Some manufacturers may exchange or repair your device. Or, if you have an AT&T Pre-Owned device that you bought online from us, and it has a cosmetic blemish, it might be covered. If your phone’s screen is damaged, or if you have a malfunctioning device, you have options.

  • New devices (other than Apple): Usually a one-year manufacturer warranty, but some new devices have a two-year manufacturer warranty. Learn which devices have a two-year warranty.
  • AT&T Certified Pre-Owned and AT&T Certified Restored: Limited 90-day warranty that starts the day you buy the device.
  • Asurion replacement devices, including Apple devices: Typically, a one-year warranty on the device after the replacement date.
  • If your device doesn’t have any physical or liquid damage, you can exchange your device under warranty.

Check your Device protection and Warranty on our AT&T support page. Let us know if you have any questions. Thank you for contacting AT&T Community Forums.

 

Ashley, AT&T Community Specialist 

New Member

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6 Messages

1 year ago

Has nothing to do with a warranty my phone was over a year old.

Community Support

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231.2K Messages

1 year ago

Hello nashley1988, we understand how important it is to have a working phone.

 

Let's meet in a Direct Message, so we can take a closer look at your account and options. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

Kristin, AT&T Community Specialist

 

 

ACE - Sage

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116.9K Messages

1 year ago

Okay here's what should have happened. Opening a new line was not necessary but if the phone that was smashed was not paid off you would have to pay off that phone and upgrade your line.

You could have looked in your online account at your bill to see how much was left on installment payments on your existing phone. Or if for some reason you had a 2-year contract on your line, which would have been very unlikely, but possible.  If you were under a 2-year contract there would have been no way to upgrade through AT&T and you would have had to purchase your phone at full price. 

Instead, sales took advantage of you not knowing, or thinking he was saving you from a large one time purchase, and signed you up for a new phone number. 

Like most people your iCloud, Apple ID is secured with two-factor authentication related to your phone number. Adding a new line to buy a new phone did not put your old phone number on the new phone which you needed.

New Member

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6 Messages

1 year ago

Yes, you’re understanding! They definitely took advantage of me. I’ve literally been with AT&T since I had to switch to them to get the IPhone when the first one came out. I’ve replaced many phones since then & never had an issue like this, let alone it go unresolved this long. I have my own job that I work, I shouldn’t have to be spending what time I do get, trying to help someone else do theirs. Literally have spent at least an hour getting no where, every time I call. I’m not paying my bill until it’s resolved. 

ACE - Expert

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64.7K Messages

1 year ago

I’m not paying my bill until it’s resolved. 

That would be a mistake. Not paying your bill will only result in your service being suspended and more problems. I’m not sure what resolution you are looking for but once the installment plan for the new phone was put on that new line, it can’t be moved to a different line. You can use that phone on any line you want but once you cancel that new line, the remainder owed on the new phone will be billed. Are you trying to figure out how to get your existing number on that new phone or something else? All you need to move your number is a new sim activated with that number on the new phone.

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