07-26-2019 2:35 PM
I have been completely yanked around to the point I'm in tears, again! 2 months ago I was told a charge that seemed odd to me was wrong and would be removed. I spent hours on the phone that day with AT&T billing . The operator said they would call back with updates as their supervisor was working on it so I didn't waste more hours o the phone. The end of the day I got another call saying their supervisor was removing it but it would not show up right away. Ok great right? WRONG! It never came off so 2 months later, after I kept paying my bill for the correct monthly services my service is disconnected for the $167.00 .I called only to be told there's no history of that happening or notes in ther computer and spent 1 hr 45 min basically being called a liar and why the charge is correct. Then I was transferred in circles each time having to start from the beginning because they don't tell the person they are transferring you to anything. So I spent another 1 hr 15 min with that person then I said it's not worth this just cancel my service, I was sent to collections and the guy was nice but instead of terminating my service said he'd turn it back on in 30 min for a week and put in a dispute and have a manager call me. Later, 4 hrs still no service, I call back billing who goes threw everything with me again about all the bills since January. I said I'm not going to debate something I spent hours on the phone doing 2 months ago that was supposed to be removed, and spent all afternoon today discussing. I'm calling because my services supposed to be on right now ,I said look at the notes, they said ohh ok yeah I see let me call collections, I'm on hold and she came back says collections said it was turned back on at 1pm this is a tech support issue. I get transferred to them. Tech asked what is on the screen, says 0 devices are authorized and there's 3,he had me delete them , which is every other tv in the house but said he'll help me add them back. So then he asked what error code, was none just a pay your bill with the phone number and extension. He said yeah that's billing not tech. I said that is who transferred me to you. He asked me who direct TV or AT&T because they are different. I said AT&T , that's who sends my bill, it's not separate but all together. I explained collections turned it back on he said its not showing that in my system so back to billing I'm transferred and my other TVs were not added back to the main box. I get a whole new operator again. So I have to start over, each time you start from like it's your first call, name account number passcode and problem, then your told account is past due bla bla bla. EVERY TIME. The most patience person in the world would be frustrated. So I'm on the phone about 45 min with this operated then I get a call from management finally so I swap over only to be told oh it's a billing issue, talk to billing nothing I can do and give it 24 hrs not 30 min to be turned back on, I said so tomorrow at 1pm then call back, he said wait until 9pm. I said well billing is on hold on the other line and he said yeah talk to them I can't help. Click over they are gone. So that was from 6:15pm until almost 9 pm i talked to them this time. Next day still no service, i didn't wait till 9pm because I thought wouldn't they be closed by then, why would a manager tell me to call when billing would be closed. I called about 6:45 pm. Had to start over AGAIN .I said just connect me to collections, she said I need all your info and the issues first. Why you don't tell them and half the time don't leave notes. So finally I'm transferred guess what collections closed at 7pm so I get that messaged and call ended. I call back, new operator again in billing. Who I go threw everything with. She said I don't know why collections would tell the last operator it's a tech issue bc its not and I'm sorry you were transferred bla bla bla, I'm on hold a few times . I asked why she said I'm trying to call collections I said they closed. "Oh then you'll have to wait until tomorrow nothing I can do" but does try to convince me the past due charge is correct and to pay. At this point I don't care,i was told months ago it was wrong and would be removed. And what I've gone threw since,I'd rather burn 500$ then pay 167 after all this and for a charge i was told was incorrect. I was in tears after hanging up. At one point the women wasn't even listening to me, I heard laughing and talking in the background and then silence. I said you aren't listening, after a few moments she said " I understand your frustration ma'am but you have to pay past due balance of ect." I told her you aren't even listening, you didn't answer my question. She said I am and I did, the bill is from april not may and I cut her off and said no my question was why does it say in your computer collections turned it on but its not and you can't do it. So then she answered me but that just proved they aren't really listening to you. They do this on purpose so you'll pay. And after I was done I heard nothing, checked my phone thinking it died or she hung up ,nope. I wait she returns saying ty for holding. I was never told to hold. They ping pong you around on purpose so you'll pay invalid charges to avoid all this. Which 2 months ago had I known I'd be put threw all this I would've paid it not caring it was a wrongful charge. I gave up. Today is now the 26th and collections was only supposed to have it on until the 24th though it never was, while it was being disputed. Oh and so they could listen to the call from 2 months ago when I was told it would be removed. I got a letter today not mentioning anything about any of this but a letter about my bill late. I called, went threw it with billing again she said I'm not going to transfer you bc you been threw enough hold while I talk to loyalty department. 7 min later the line is ringing, loyalty picks up and has no idea who I am. I go over everything again and am told "looks like it was denied" I said from when, the 19th. What about 2 months ago ,she said there's nothing but the manager probably did remove it but if it's over a certain amount it goes to district office or something, I can't remember and they view it. If they deny it then the credit is not applied . Ok so why was I told 2 months ago it was being removed? Why did no one call me or mail me saying this. I wouldn't have let it go this far. I had to miss my sons therapy session bc I was on the phone so many hours and his dad sat in. My son is autistic so we have lots of medical stuff we fax which is why we have the phone line with internet and TV. I'm told I pay it or it terminated and I have to pay fees for breaking contract. Which I'm now told it started march 18 but when I moved (part of the invalid charge) they said it was up so I had to pay the $199.00 moving fee if I wanted to keep my bill in the contract price. If I waved the $199.00 fee my bill would go up to 179.00 a month. I chose to pay the 199 and have a 131.00 monthly bill. And get a extra credit too or so I was told but never got, just like the Visa gift cards they advertise but you never get.The 167.00 that was invalid was a double bill. Once for the old place and same days on the new place even though service was transferred. Just a big mess. But today I'm being told no my contract was not up. Meaning that women lied so I would pay 199.00 when I didn't have to. I'm in tears again because after everything they have put me threw not only am I without service I find I was tricked out of a additional 199.00. Though we chose direct TV and ATT bc we were told after a year you get a free move. We didn't know we would move that soon (13 months later) but knew we would bc we wanted to buy a house. So I have no idea what to do. After everything, all the wasted hours and stress and tears I refuse to pay a charge I was told would be removed weather now they say its valid or not. If management knows they might not have the authority to remove something DO NOT tell a customer it will be. I was set up for auto pay back then but changed it bc it was wasn't adding up. So maybe that's why I was told that. So I wouldn't call back and they thought I wouldn't see the charge. You don't treat people this way. It's not right. If I have to get a lawyer to take this to court so I am not stuck with a bad credit point for breaking contract I will. I will also flood every social media platform with my story and screenshot of my call log that shows the hours and times called because of this. I'm a good person, I try to be a good mom to my 1 yr old and 2yr old and a good wife. I shouldn't be jerked around like this, no one should. From what I've read everyone hates calling Att. I want my time and tears back. I loved my service and never disputed a charge before this one. It's the way their department and customer service is ran. Their towers are good direct TV is great. Had I known I would've paid ,not go threw this. Something needs to be done to rectify this or to prevent other people from dealing with this. I realize I wrote way more then intended and didn't even write all the times I was transferred and talked to someone new. Today they said 10 times I called in 3 days. So you can imagine.
Solved by: Go to Solution.
07-27-2019 3:19 PM
I'd like to apologize for everything you went through and would love to help you in regards to your issues and what happened.
For better clarification, can you please let me know if your account is in collections and what you'd like done in regards to your bill?
Hope to hear back from you soon, we'd love to resolve your issues.
Mihai AT&T Community Specialist
07-27-2019 11:27 PM
Hello, didn't actually think anyone would respond. Thank you. Yes my account is in collections and as far as what I would like done is have that $167.00 removed like i was told 2 months ago it would be and my services restored. Had i not been told that and explained that the charge was valid , which I'm not saying it was because I still believe it was wrong, I would have paid it and not paid every bill besides that one since. Not to mention go threw all of this stress. Also now because it was disconnected since july 19th they are saying it'll cost like $238 to have restored. I can't remember the actual amount but I'm assuming it went up due to disconnection. It was just the $167.But it should not have been disconnected to begin with. If a supervisor tells their employee that they are removing a charge and that employee tells the customer ,it should be removed. If they know there's a chance it'll be denied then tell us that or send me a letter or something so I'm not thinking it's going to be credited then not pay it and end up losing my service and time. She even said it wouldn't show up on the app or bill right away which is why its been so long. Also I think when you transfer someone attach a note in the computer so the person getting the customer next knows what's going on. Having to go over the entire situation every time I was transferred is very time costly and wears patience down. Especially when you get transferred a few times each call and in circles, an end right back to the department you started with. I just feel all this could've been avoided. I'd like to keep my services but not if it means paying something I was told would be removed and especially after what I've been put threw since.
07-27-2019 11:54 PM
I do apologize for the format my reply showed up in. You have to scroll over to read it. I tried replying threw email because that's how I saw your reply. It failed so I copied everything I wrote and posted it here so I wouldn't have to rewrite it .
07-28-2019 5:35 AM
Thank you for providing that information. Since you account is already in collections, you'll have to contact our collections department at 888-757-6500 in order to dispute a charge in regards to your billing concerns.
We apologize for any inconvenience.
Let us know if you need help with anything else.
Mihai AT&T Community Specialist
07-28-2019 12:55 PM
When you say in collections what do you mean? Because when I call its billing, they have transferred me to collections multiple times because I wanted to dispute what should've been removed. As far as it being in collections I'm not sure what you mean. It was just turned off on the 19th and was supposed to be reinstated until the 24th but never was. The letter i received was normal billing.
07-28-2019 12:59 PM
And I have literally spent hours multiple days being bounced from billing to collections back to billing then tech then billing again and even loyalty department. I've gotten no where but stressed out ,in tears and now forced to break my contract. How is that fair or right, is it even legal? I know some providers will buy your old contract when you switch but I'm not even going to do that.
08-10-2019 11:31 PM
Unable to Pay AT & T Bill Over Phone After Hours. I can understand your frustration. It's almost as AT & T wants us frustrated.
08-10-2019 11:33 PM
Well, I am Unable to Pay AT & T Bill Over Phone After Hours. Why does AT & T do this to us?