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New Member

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6 Messages

Monday, March 23rd, 2020 12:42 AM

Erroneous Charges on Wireless Bill

I've been a loyal customer for somewhere in the neighborhood of 20 years. (AT&T labeled me a "gold" member...whatever that means) Today I discovered that the iWatch I ordered in April of 2019 somehow has two lines associated with it on my account. AT&T acknowledged the issue, agreed that the additional line had never been used, and then offered to credit me 2 months of the 11 months of the money I paid for these fraudulent charges. In fact, it shows up on line as a Samsung Galaxy phone but shows up on my bill as the iWatch with the exact same specifications of the iWatch I ordered.

Wow! If this is the treatment your most loyal customers get, I'd hate to see how new customers are treated. The customer service reps basically told me that "there are terms and conditions I agree to when I establish my accounts". Problem is, I never established this account. Pennies in the pocket of a multi-billion dollar business that had an opportunity to set things right with a life-long, loyal customer of 20 plus years. The rep even went so far as to try to say that I must've set up the account. Really? Just a second line for the same watch? Just because? And now I'm trying to rob AT&T of the equivalent of around $200.

Here's the deal, and I'm sure it's in your records. A few years back I ordered an iPhone and somehow AT&T sent me two. I received one, and then the following day I received a duplicate. Although federal law dictates that I could've kept the phone because the company sent it to me unsolicited, and even had quite a few friends who called me foolish for even considering returning it since by law it was mine to keep...I decided, because of my own personal values, to return it. So I contacted customer service, explained what happened, and then was basically warned by the rep to not open or tamper with the phone or I would be charged the full price. Not even a "thanks so much for returning the $900 phone we accidentally sent to you." That should've been a warning to me on what I could expect in the way of customer service issues in the future with this company.

You see, you've been a GREAT company as long as I've paid my bills and purchased your products. Now, when you've made an error and it's time to put some value in that "customer service" you're so fond of boasting about in your advertisements...you fall flat. I will be ending my service with AT&T and ensuring that all of the military service members I work with as well as my family and friends are well aware of what to expect in the way of customer service from your company...when it really matters.

ACE - Sage

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116.1K Messages

4 years ago

We customers are suppose to read the bill and report errors in a timely manner.
If you continue to pay an incorrect bill you must be assuming that it is not incorrect.

AT&T and Verizon give you 3 months to dispute errors. T-Mobile and Sprint give you 2 months

(edited)

New Member

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6 Messages

@lizdance40 well they didn't offer 3 months, only 2. And the fact that this company is notorious for this gives me pause. This isn't just a "rare" occurrence.

New Member

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6 Messages

4 years ago

Just finished doing my research and apparently AT&T is notorious for these types of charges on their customers' bills. Apparently there hasn't been a (Edited per community guidelines) (Edited per community guidelines) large enough to get them to change their behavior yet. Think I'll add my name to the list of the next one. Verizon, here I come.

(edited)

ACE - Sage

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116.1K Messages

Just be aware that everybody makes mistakes, and Verizon is not immune. I have had Insurance added to lines when I specifically asked not to have it added. I also added a new line and put an old phone on it in a Corp Verizon store, fortunately I read before I signed because the rep put a phone that I had owned for three years under a two-year contract.
I have also caught at least two mistakes on my credit card statements this past year.
You still have to read your bill.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 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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6 Messages

It's not the mistakes that businesses make that irritate me, it's how they respond. That's when customer service really matters.

ACE - Expert

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27.5K Messages

As my daughter the attorney says "Never sign anything until you read it."

Shoutout to everyone who can remember their childhood phone number but can't remember the password they created yesterday.  You are my people.  😊

Award for Community Excellence 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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6 Messages

Didn't sign anything. It was added the day after my original plan that I ordered. It was a charge that showed up, on its on, mysteriously on my bill. An additional charge for the same line on my watch. There was nothing to sign.

ACE - Sage

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116.1K Messages

Like I wrote, read your bills!

There's an old adage: fool me once shame on you, fool me twice shame on me. If you think this won't happen with Verizon, it can.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 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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1 Message

4 years ago

I had a similar situation with AT&T, buying two new iWatches last year for my wife and I at the Post Exchange and then activating them through AT&T, being in the military most of our accounts are automated and I don't always have time to review my online bills and we had gotten new phones through AT&T and activated the watches we purchased. Our daughter also already had an iWatch. AT&T erroneously charged us for a fourth iWatch(or iPad mini depending on how I viewed the account) with a totally different area code from mine, my wife's, and our daughter's from somewhere in Virginia, verses all of our other devices were all from our current area code. I called multiple times regarding the issue after noticing it several months after they started billing us and they stated they were doing an investigation and that I would receive a credit in about a month. My problem was pretty much the same as the original poster's, where they activated 2 lines under the IMEI of my watch thought the erroneous account showed as an extra watch on my online account it showed as an iPad mini when looking at my account on my phone and had a totally different area code from our other devices and was from Virginia. The customer service rep only offered us a 3 month credit for the service on "our iPad mini", which really made my wife and I both mad, as the device was erroneous and didn't even match our other devices. The customer service rep continued to repeat the same phrase until we finally asked to speak to his supervisor who also wasn't any better at first in referring to the erroneous device as "your iPad mini".. the absolute worst customer service we've had in a long time. My wife threatened the guy then with taking AT&T to court related to the erroneous device and he finally agreed to review our account and credit us over $200 of erroneous charges..

New Member

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194 Messages

I will be amazed if you actually get a credit. They were just trying to get you off the phone.

Your dispute options against AT&T are outlined in the terms of service.

There is no such thing as an “iWatch.”

ACE - Sage

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116.1K Messages

@ATDoesntCare
😄. It's Apple's fault for starting the 'i' trend.

@rudolfhk3 3 months back credit is all they owe. That's why it's important to know your rights to dispute charges and do so immediately. Three months of Back Credit should be from the date when you first raise the complaint about an erroneous charge.
Verbal records do not protect you.
I want up switching to Verizon in August, so I had to review Verizon's customer agreements of course. I was rather surprised at the very blunt and plain language used in Verizon's customer agreement.. Basically saying if you don't read and dispute items, your payment each month is your agreement that the bill is correct. That won't hold up, but I respect the cohoneś to write it out


https://m.att.com/shopmobile/legal/terms.wirelessCustomerAgreement-list.html?referrer=https%253A%2F%2Fwww.google.com%2F

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.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 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.
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