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Tutor

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5 Messages

Sat, Jan 18, 2020 11:31 AM

Combined Bill Nighmare

I never asked for a combined bill for my residential phone line and wireless service. And multiple times, it's created a nightmare when dealing with the wireless service, but nothing like this week. On Tuesday, I attempted to pay off one wireless phone under an installment plan so that we could then unlock the device before my college kid travels out of the country for 5 months and is required to have a local phone #. I spent 5 hours on the phone Tuesday, and was even sent to a retail store. No one could handle this. I have subsequently spoken to almost every department in AT&T - no resolution. I have a Urgent Case ID which was to be resolved in 48 hours. It was not.

The only resolution offered so far is to break the bills apart so I can pay the phone off. And that takes two billing cycles -- two months.

If anyone has a solution for who to call, I am all ears. Beyond frustrated with AT&T. This is just really poor customer service. My college kid leaves tonight for his studies -- and I do not have this fixed!

Thanks

Responses

sandblaster

ACE - Expert

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34.4K Messages

a month ago

Escalate by filing an FCC or BBB complaint. That will get you a response from corporate. No guarantee they will fix it any faster, though. Combined billing has been a mess since it’s inception.

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lizdance40

ACE - Sage

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70.3K Messages

a month ago

Wish you had asked sooner.
It's unlikely this will be resolved in the next few hours.

With a couple weeks planning ahead, yes, but 1 day, no.

I would suggest that your youngster purchase an inexpensive phone at his destination and buy local service. Other countries have cheap prepaid phones too.



(edited)

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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5 Messages

Thanks. I am well aware of how we CAN solve this by purchasing a new phone in country. Just seems ridiculous I have to go spend more money to fix something AT&T should be able to do with a phone call. I seriously wonder if by stating my ultimate goal was to unlock the phone I have stopped anyone at Att being willing to help.

lizdance40

ACE - Sage

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70.3K Messages

@gleesc01 nope, its combined billing. it woukd also prevent upgrades and activating new phones.

You might transfer wireless into spouses name. Or switch carriers. At&t needs a wake up call

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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2 Messages

a month ago

I told agree with you. I'm having problem with them also. They cancel my wiresless service which I lost both of my wireless phone.