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BILLING AND CUSTOMER SERVICE
I upgraded my insurance plan to cover all 4 phones on my account. I went from paying $8.99 to $40 per month, So I thought....
3 years later I find out that the customer service agent never eliminated my prior insurance payment.
I call ATT and stay on the line for over 2 hours to hear the customer service agent offer me $30 because it's the best he is ALLOWED
to compensate per his supervisor. I ask to speak to his supervisor and she is unavailable. I agree to wait for her call, expecting her
to review my situation and acknowledge the error that was made on their behalf. She calls to let me know that because of the amount
which is only$323, I've been a loyal customer for over 10 years and pay $225 every month! She can't help me!??
Her coworker failed to document the new insurance agreement which eliminated the previous agreement. I feel so disappointed
in the way she handled this issue. I'm now waiting on her supervisor to contact me. I hope they don't take advantage of anymore of their loyal or new customers.
skeeterintexas
ACE - Expert
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26.8K Messages
3 years ago
From the Terms of Service Sec. 1.4:
IF YOU DISPUTE ANY CHARGES ON YOUR BILL, YOU MUST NOTIFY US IN WRITING AT AT&T BILL DISPUTE, 1025 LENOX PARK, ATLANTA, GA 30319 WITHIN 100 DAYS OF THE DATE OF THE BILL OR YOU'LL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL AND TO PARTICIPATE IN ANY LEGAL ACTION RAISING SUCH DISPUTE.
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Lockdowncraziness
Former Employee
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2.2K Messages
3 years ago
You have 100 days to dispute billed charges, not 3 years. It is the customers responsibility to review their statements monthly to ensure the charges are correct.
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skeeterintexas
ACE - Expert
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26.8K Messages
3 years ago
@ATTHelp Dwight, you have apparently replied to the WRONG post. You might want to fix that.
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ATTHelp
Community Support
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225.5K Messages
3 years ago
Hello @lblouie01 !
Thank you reaching out to us! Allow for us to provide you with the details on making a bill dispute.
As what @skeeterintexas has mentioned, our Terms Of Services states, that within 100 days of the date of the bill you must notify us in writing or the right to bill dispute will be waived. Any dates exceeding that won't be granted the right to dispute any previous charges.
We hope this information was helpful and if you need any assistance in the future, please feel free to reach out to us!
Ty, AT&T Community Specialist
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