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New Member

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2 Messages

Fri, Jan 17, 2020 7:28 PM

Help! I was over-billed for 2+years of mobile insurance on two of my 6 devices with ATT. Not satisfied with resolutions received today.

I need to dispute and be reimbursed for 27-29 months of "Enhanced Mobile Insurance" that was supposed to be dropped from my account over two years ago when I replaced insurances on my devices with a single multi-device plan. I've been a customer of AT&T for over 30 years and have 6 devices I pay for currently. I've always paid on time in in full in all that time, so I am not at all willing to accept AT&T's supposed 6-month limit on how much they can reimburse me for the over billing.

After escalating my call today to a Supervisor and still not receiving assurances I'd be reimbursed in full, she suggested I contact ATT.Com/BillDispute. When I tried to navigate to the site, I get an error message.

I am beyond angry that a supposed technical behemoth like AT&T can't figure out a way to make me whole. Can someone please tell me whom I can reach out to in order to escalate my issues. I need this resolved quickly. There are plenty of other service providers that would be happy to accept my $300/monthly payment. Thanks to anyone who responds!

Responses

sandblaster

ACE - Expert

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35.5K Messages

2 months ago

This is a customer to customer forum, not customer support. Very unlikely you get a response from ATT. Per the wireless agreement, ATT is only responsible for billing errors for 3 months. You needed to identify this 2 years ago. Good luck getting reimbursed. Your best chance for getting anything more than 3 months is to escalate by filing an FCC or BBB complaint.

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.
lizdance40

ACE - Sage

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71.6K Messages

2 months ago

Please keep in mind that AT&T is not your insurance company. Insurance is provided by a third-party, Asurion, who is not going to refund two years worth of premiums just because you didn't read your bill and catch it sooner.

🐾 (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

2 months ago

UPDATE: Just spoke with a wonder AT&T Rep named Addie who actually provided me REAL ANSWERS (unlike the supposed "Supervisor" I spoke with before who apparently was not actually a supervisor at all.)

Addie took time to initiate a billing claim on my behalf for the entire amount I was seeking to recover, which none of the other Reps I spoke with before even offered to do. While she didn't make any promises, I really appreciated the way she quickly recognized and empathized with my frustration, understood my issues and quickly identified how best to help me register my claim and seek a resolution.

She was a true professional and I certainly hope that she is recognized for her excellent customer service. Before today, I had always been fairly satisfied with AT&T's Customer Service, which is why I've stuck with the company for more than 30 years. We'll see if I get the refund that I know I should be entitled to. Stay tuned!

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