How can I escalate a billing issue?

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Contributor

How can I escalate a billing issue?

How can I escalate a problem past the customer service people who answer the phone to someone who can understand the problem and has the authority to actually do something?  I've been trying to get problems solved since August.  Every month I spend about an hour on the phone recapping everything, they apologize, say they will fix it and nothing happens.

Message 1 of 35 (7,586 Views)
Contributor

Re: How can I escalate a billing issue?

[ Edited ]

I get the same thing, they charged us for a $99 installation fee that was suppose to be waived and they even admitted it and saw that it was logged in the notes it was to be waived.  i have talked to 4 different people and all said it would be escalated and still my bill shows I owe this.  I refuse to pay the full amount of the bill which included the $99 fee plus tax so I paid the difference I was suppose to pay. When I call, I am on hold for a long time and even though the people are nice I talk to and they assure me it will get waived and it's has been escalated, it still is showing on my bill.  I will call again tomorrow and see what they say but I would think 3 weeks is enough time to fix this and remove that fee.  Hoping they will say the next bill will show it removed.

Message 2 of 35 (7,223 Views)
Contributor

Re: How can I escalate a billing issue?

[ Edited ]

This is ridiculous, this is the second time it happens to me and I fall like a fool. I had AT&T DSL service 2 years ago and I cancelled it because they were charging me misterios fees all the time, like, I had to call every single month to get my bill fixed when I was supposed to pay a flat rate for the internet and it always was more and more I told my wife to cancel it because I didn’t have the time to be calling every month for the same issue and now 2 years later without internet we called AT&T to connect a new service expecting they got better but we were wrong this people is charging me more all the time, their customer service speaks nice but they are liars because they nicely tell you the problem is gonna get fixed and it never gets fixed, their call always gets dropped and they never call you back and they put you on hold for a long time like they literally forgot about you or like they really don’t care. I think this company has a bunch of thieves trying to get the money from the people because people is leaving their service. Im really upset for this matter and I really doubt they let this complaint to be posted, but if they do I want you people to know they charge you for things they are not supposed to and because everybody has a very busy live to be calling every time they just pay whatever they charge and AT&T gets advantage of it.

Message 3 of 35 (7,213 Views)
Contributor

Re: How can I escalate a billing issue?

The same thing happened to me and I am beyond furious. I'm going to try the private message feature mentioned above but at this point I'm just looking forward to this coming July when my contract ends and I can run and NEVER EVER come back.

Message 4 of 35 (7,161 Views)
Community Manager

Re: How can I escalate a billing issue?

Hello kalle238, welcome to the forums.

 

Thank you for contacting our Social Media Care team. I see that a specialist is already working with you, but if you have any other questions, please let us know.

 

Thanks again,

Dmitriy


Rethink Possible


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*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 5 of 35 (7,139 Views)
Contributor

Re: How can I escalate a billing issue?

I've been 3 years same problem... don't hold your breath clearly even this forum is of no help.

Message 6 of 35 (6,959 Views)
Contributor

Re: How can I escalate a billing issue?

Yesterday, I discovered that over a four month period (February - May 2014, I was drastically overbilled by AT&T (the bill is a combination of an internet and Direct TV bundle).  

 
The overbilling relates to the Direct TV component of my AT&T bill...I had in fact downgraded my Direct TV package around January 2014 to save money, and was on the lowest priced package (BASIC) for most of the Feb-May 2014 period; I had access to very few channels.  I was therefore shocked to learn that I was in fact paying for a much higher priced package during this time; I had simply trusted that I was being billed for the BASIC package.  
 
I contacted the social media management team via the private message facility and was disappointed with the response....while all my billing is dealt with by AT&T and I am always referred to AT&T for billing matters, one of the representatives (named "Ryan") stated that I should "go through Direct TV" - that was his response.  
 
This site/private message was my first stage of complaining and I will be contacting someone at a senior level via email (seems to work with other service providers). I will reference Ryan's flippant response in my complaint as I believe that it is not in keeping with AT&T's customer service mission.
 
 
 
Message 7 of 35 (6,079 Views)
Contributor

Re: How can I escalate a billing issue?

i did that as u said to send a private message. i got an email asking for some information .i provided the information and that is it. no response nothing. the problem is still there. what should i do now?

Message 8 of 35 (5,586 Views)
Contributor

Re: How can I escalate a billing issue?

At&t is a money guzzler. All they want is your sweet cash. This is the second time my family has had to deal with boorish over the phone sales reps. We had gone in to an At&t location to make a check payment a week and 4 days ago, and just recived a call today saying payments weren't met. While this could make some livid enough, they are trying to tell us that they had refunded our amount back to us. The real question is, are they just trying to get two payments out of us? We have been on the phone all day, and none of the sales reps are being considerate enough to solve our problem. They are denying our satisfation of them being wrong, and it has gotten us nowhere. This also is not the first problem we have had with the company. Every month since we have been off a contract they have been increasing our monthly dues. Every month it's the same thing, sitting on the phone and getting nowhere, wondering why our bill keeps going up every month. The company could care less about their customers, and they won't be having out business anymore. People should re-think their loyalty to this company, it's extrememly disapointing.

Message 9 of 35 (4,793 Views)
ACE - Professor

Re: How can I escalate a billing issue?

I keep seeing posts like this, so their must be some merit to the notion that ATT customer service can, for some, be a nightmare to work with....   but i also have to wonder, if they are really this bad with everyone, then how can they stay in business?

To be fiar, I recently had to call csr to have some three way calling charges that I did not make, removed, and the person I talked to, seems conviced i HAD made the calls, but he credited my bill anyways, and while it was a bit annoying, I got what i needed and truly does not matter what the customer service rep beleived, or not, so long as the adjustment was made.

I will be needing to re-negotiate my bundle discount in september, as that is when my new customer discount expires, so am hoping i don't get lost in the system.

But seriously, I have heard over and over, using the ATTCustomer care link does work for most folks, and is worth at least trying.

Granted, not everyone can be helped, but one also has nothing to lose by trying.

good luck.

*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.
Message 10 of 35 (4,769 Views)
Contributor

Re: How can I escalate a billing issue?

I have had jothing but trouble with AT&T. This is just the latest. I have had my service disconnected 3 times in the past 2 months due to billing errors. Each time, I am on the phone for at least one hour. They admit the error, say it is logged into the notes and reactivate my service. Next month, same deal. I am done! Just switched over all my service and couldn't be happier to deal with a company that acts like they value me as a customer.

Also sent a message to about 500 contact explaining my new number and the terrible experience I had with your company and talked my employer into transitioning service on about 100 phone lines and internet.

If you're reading this do yourself a favor and change providers. AT&T DOESN'T CARE ABOUT YOU.
Message 11 of 35 (4,595 Views)
Contributor

Re: How can I escalate a billing issue?

I also have a problem with the billing, tried cust service - talked to 2 reps, att has the worst cust service in the world, i am more angry now than when i started, - paid 600 dollars for 3 months of service internet and t.v- early termination fee, they just dont care about their customers, at least i will enjoy shareing my att horror story with anyone who will listen, maybe i can single handedly bring them to bankrupcy, but I suspect there are alot like me, judging from the experience i had with their cust no service

Message 12 of 35 (4,523 Views)
ACE - Professor

Re: How can I escalate a billing issue?


whodu2 wrote:

I also have a problem with the billing, tried cust service - talked to 2 reps, att has the worst cust service in the world, i am more angry now than when i started, - paid 600 dollars for 3 months of service internet and t.v- early termination fee, they just dont care about their customers, at least i will enjoy shareing my att horror story with anyone who will listen, maybe i can single handedly bring them to bankrupcy, but I suspect there are alot like me, judging from the experience i had with their cust no service


Actually, COMCAST has the worlds worst customer service record in the world, and keep in mind, that is of ALL companies that offer any kind of customer service.

To be fair, in the last poll I saw by wall street journal, ATT is only the 10th worst.

The following is my personal opinion only: I think ATT does care for its customers, in a general sense, but it is so big (remember, it is international as well, and even just bought out one of the biggest telecoms in Mexico, not to mention adding DirecTV to it's porfolio) that I think it just has a hard time dealing with individual customers.

It also does not help that most of their CSR's seem to be contract emploiees who work out of call centers in locations not even in this country, and really, just work off of a script, rather than having a personal knowledge of what folks call them for.

To be fair, i've had to call customer service a time or two, luckily over things minor (charged for a 3 way call i did not make, and so on) and was credited off my bill with no hastle, so I can't say i've experianced the bad service, except in the most general sense.

With the positive results i've heard from the customer care team, hopefully one has tried them, if the phone calls don't seem to work.

In any case, good luck, hope your issue gets resolved to your satifaction.

*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.
Message 13 of 35 (4,457 Views)
Contributor

Re: How can I escalate a billing issue?

I have been dealing with the same problem for MONTHS. They sent me 2 modems because mine was causing my internet to go on and off (I still have the problem after 2 new ones). They didn't tell me at the time I had to return the old one and the one after that. I wasn't supposed to be charged for them. I returned both and they somehow got lost or something. They keep charging me and I call every month to get it taken off my bill. I've talked to supervisors and they all tell me that they are taking it off but when the next bill comes it's still on there. It's so aggravating having to retell them over and over!!!

Message 14 of 35 (4,407 Views)

Re: How can I escalate a billing issue?

I experience billing issues every month.  It is exhausting to just think about dealing with the countless number of people that cannot make a decision of help, getting cut off, and having to explain the situation all over and over again.

 

I constantly have issues with my bill and have engaged the BBB to help resolve.  I finally get something in writing from the BBB that came from AT&T to resolve my overbilling and now AT&T wants to change it all, increase the price, and sell me more products that I frankly have no interest in.  I spent 4 hours today with customer service, many were kind but one is particular was  the worse customer service rep I have ever dealth with.  Teon kept trying to sell me more products and would not provide anything in the way of confirmation of changes.  Been through that many times and unless you have a name, employee ID or something in writing from the BBB, you are wasting your time.  I shot 4 hours today.  

Message 15 of 35 (4,311 Views)
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