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Thu, Dec 4, 2014 2:49 AM

Can't get AT&T to stop suspending my account for an error they made on my account

Went to Ireland in November, added 4 data packages for 2 iPhones and 2 iPads at $60 per device. Returned from Ireland to a $900+ bill, turns out they added some bundled passbook to my plan plus the additional data per device. I never ordered the passbook bundle, and they charged that to my account without my knowledge or permission.


Three weeks ago I spoke to a manager over the phone for 2 and a half hours at AT&T. She went through the bill line by line with me, and supposedly removed all the items that I had never ordered. Calculated what I owed, and told me to make a payment for that amount, and put a note on my account to not suspend my service. Told me to wait until Dec 2nd once the next billing cycle to go through so the mistaken charges would be removed. On Dec 2nd my phone was suspended, and the charges were not removed.


I spent 2 more hours on the phone with an AT&T rep yesterday, and she claimed the manager misculated by about $40, so I paid the difference and she promised that I would not have any disruption in service.


Woke up today and my phone was suspended again. This time I can't even call support, every time I call it forces me to try and make a $190+ payment for charges that shouldn't be on my account and now I don't have any ability to speak to anyone to get them removed.


I used another phone to call support, and the guy spent 45 minutes analyzing my bill trying to figure out what the $190+ charge even is and couldn't figure it out, and then the call dropped and he never called back.


Not really sure what to do now. My phone is still suspended and I have no way of resolving this issue other then paying AT&T money I don't owe them for a fraudluant charge on my account that I never authorized.



Community Manager


9.5K Messages

6 years ago


Hello @trent1234567 Thank you for posting!


I'm very sorry you're having some billing issues, I can definitely understand how frustrating that could be. We have an amazing Social Media Care team and I'm confident they'll be able to help you with that! Please send us a private message by clicking here. Please include your full name, phone number, account number and the best time you can be reached.


Thank you,


Rethink Possible

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