AT&T Community Forums

AutoPay & Paperless Billing Discount - Only Applied to One Line

Hi, we have two AT&T Unlimited Elite lines and have enrolled in AutoPay & Paperless Billing. Since our switch to Unlimited Elite six months ago, only one of our lines has been receiving the $10/mo discount. However, we should be receiving 2 separate $10 discounts (one discount per line).

I've spoken with customer service on two occasions and their only recommendation was to delete all of our autopay/paperless billing info and then re-enroll through the online system. This most recent attempt did not solve the issue. Does anyone else have advice on how to fix this? I'm tired of having to call on a monthly basis to receive our missing line's $10 credit.

Responses

Accepted Solution

formerlyknownas

ACE - Sage

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107.4K Messages

2 years ago

Bizarre. Talk to loyalty department or file a Better Business Bureau complaint online

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Accepted Solution

sandblaster

ACE - Expert

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63.9K Messages

2 years ago

I've spoken with customer service on two occasions and their only recommendation was to delete all of our autopay/paperless billing info and then re-enroll through the online system.

That was terrible advice. If the billing is wrong and it sure sounds like it is, it’s their job to get it fixed. Agree with the above, file a BBB complaint.

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Accepted Solution

K

KS1234123

New Member

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2 Messages

2 years ago

Update - Went through the hurdles to get in contact with an agent again and escalated the matter up the chain further. I was informed there was an "internal coding error" and they were unsure of what was causing the issue. A case number has been assigned and I'm now in touch with the higher-ups within billing tech support to get the issue resolved. I appreciate the help. So bizarre that this was happening. The agent I recently spoke with said they'd never seen this before.

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T