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neekbey's profile

8 Messages

Thursday, February 29th, 2024 4:18 AM

Urgent Discussion: Addressing Overcharges & Seeking Accountability in AT&T Service

Dear AT&T Community,

I'm reaching out with a heavy heart and a sense of urgency to share my prolonged struggle with billing discrepancies that have significantly impacted my account and trust in AT&T's customer service. Over the past four years, I've been navigating what appear to be thousands of dollars in overcharges on a plan that originally included 9 lines. The gravity of the situation led me to make the difficult decision to cancel 7 of these lines upon discovering these overcharges.

My attempts to resolve this issue have been met with profound challenges. Despite engaging in over 15 lengthy calls with customer service, not only have I felt a deep sense of disrespect, but I've also faced a bewildering lack of follow-through. Each time, I was left with promises unkept, with no cases opened on my behalf—further confirmed by the absence of any notes or records in my account regarding these issues.

This experience compels me to question the transparency and accountability of our interactions with customer service. It raises critical concerns about how we, as valued customers, are supported and heard.

I am reaching out to this community not just to share my story but to ask for your guidance and collective wisdom. Have any of you experienced similar issues with billing or customer service? How did you navigate these challenges, and what steps can we take together to advocate for greater accountability and transparency from AT&T?

Your insights, stories, and advice are invaluable. By sharing our experiences, perhaps we can foster a constructive dialogue that leads to real change and improvements in how AT&T engages with and supports its customers.

Thank you for listening and for any advice you can offer.

8 Messages

2 months ago

Majority of these customer service reps have hung up on me when I'm more than 1 hour into the conversation. Few of them just kept me on hold. There's not one time that I've ever gotten a call back, ever. AT&T, DO BETTER!

Community Support

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231.2K Messages

2 months ago

Hi @neekbey,

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.

 

Thank you for contacting AT&T Community Forums.

Abigail, AT&T Community Specialist

 

8 Messages

2 months ago

I'm not sure if you read my actual message, ive called 15 times and have gotten no resolve whatsoever. Thee worst customer service. 

Community Support

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231.2K Messages

2 months ago

Hey@neekbey, We apologize for the way you feel. We understand that this would have been really difficult for you. We are here to help you. This is not what we want our customers to go through.

 

Afterafter reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our Contact Us page to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.

 

Thank you for reaching out to us,
Veronica, AT&T Community Specialist.

ACE - Expert

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32K Messages

2 months ago

@neekbey 

Typically companies have a 60 or 90 day dispute policy.

AT&T might go up to 6 months depending on the situation.

At 4 years if that is when you discovered issue, it has been too long.

This is a public forum, not official support, so the official forum team can only refer you to actual support.

If you cannot resolve over the phone, and disputes started within a reasonable time (not 4 years) you can try a BBB complaint.

Be prepared that submitting through the BBB is not a guarantee of any resolution in your favor, only a chance.

Beyond that, if you describe the actual issue perhaps other users could give specific guidance (either for the current situation or going forward). Remember we have no access to your account. And you don't have to concern yourself with composing an elegant letter, as this is just a simple informal forum. With just the facts, other community members will see what they can offer in regards to your situation.

ACE - Master

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10.4K Messages

2 months ago

Unfortunately, the only response from AT&T you’ll get on this forum is for you to contact them.  Our recommendations are to file a BBB complaint if your aren’t getting results from talking to normal customer service.

8 Messages

2 months ago

I'm not expecting resolution, just spreading my story to as many outlets as possible. The customer service is literally the worst I've ever experienced. (Edited per community guidelines) poor. 

My next step will be filing a (Edited per community guidelines). 

(edited)

ACE - Expert

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24.2K Messages

2 months ago

@neekbey  You have been given the best advice we can offer here. And that is to file an online BBB complaint. That will get forwarded directly to AT&T Upper Management and a Senior Manager from the Office of the President will contact you. They have the authority and resources to look into issues like this. That way you can discuss your issue directly with AT&T and not just the usual CS Agents. That is as high up in AT&T that a customer can go. Just have all of your documentation in order when they contact you. Other than that, your only other options are Binding Arbitration or possibly Small Claims. That is stated in the TOS that you agreed to when signing up for AT&T services. However, 4 years is going to work against you. Good luck.

8 Messages

2 months ago

@OttoPylot yea thats what i'll do and it wasnt 4 years ago, its 4 years worth of overcharges. 

ACE - Expert

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32K Messages

2 months ago

@neekbey 

If you want to share your story in case it may help others or provide something to help you, then by all means. Just please post the details of it as your opening post though lengthy, didn't go into any specific details, only broad claims of poor customer service and overcharges.

(edited)

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