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AT&T continues to bill me after service is canceled

Contributor

AT&T continues to bill me after service is canceled

I am having a similar experience to that in https://forums.att.com/t5/AT-T-Phone-Account/No-matter-what-I-try-I-can-t-speak-to-anyone-about-my-A....

 

I had AT&T legacy long distance service on my home landline dating way back.  I am not otherwise an AT&T customer; no wireless, data services, local phone, cell phone, or anything like that.  In November 2018 I canceled this service (with GREAT difficulty -- AT&T proved utterly unable to do this or even connect me with anyone who could pull up my account information, probably because AT&T legacy long distance is a different company from the AT&T that was bought by SBC some years back.  Finally I had my local landline carrier (Verizon) cancel the long distance service on my home phone.  Then I got another electronic bill from AT&T.  I figured this was for the final partial month's service, so I paid it.  But they are STILL billing me -- I just got notification of a bill for December-January, even though their own website says "you don't appear to currently be an AT&T customer."  There is no way on the AT&T customer center (https://www.customerservice.att.com) to actually contact anyone -- the phone numbers and web links all connect to corporate AT&T, who I've established over the course of many hours spent on the phone have no idea who I am or apparently even that AT&T does or ever did any kind of business other than wireless, internet, and cellular phones.

 

At this point I consider the bill notifications I am receiving to be both fraudulent and harassing, and I will not pay them.

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Message 1 of 5
Administrator

Re: AT&T continues to bill me after service is canceled

Hello @LelandT

We understand you're having an ongoing issue with your old landline that you canceled but still being charged for.


In this case, you would have to call in at 800.288.2020 to get this handled with your landline billing issue.



Charles, AT&T Community Specialist


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Message 2 of 5
Contributor

Re: AT&T continues to bill me after service is canceled

This answer has no value whatsoever.

 

That number connects me with an AT&T system which has already consumed more than 4 hours of my life.  I know from experience that no one I can get connected to through that number had the ability to even call up my account information, much less cancel my service or adjust my bill.

 

Allow me to share my experience from the last time I tried interacting with AT&T's customer service line, back in November of 2018.  I took notes.

 

First I spoke with Adam.  I explained my problem (I wanted to cancel my AT&T long-distance service on my home landline phone) and he said he couldn't help with that, and that I had to call a different number: 800-331-0500.  

 

I called that number and spoke with Manny.  I believe Manny dealt with cellular phones; when I explained this was a landline issue, he gave me a couple of different numbers to call.  They were 877-737-2478 and 800-246-8464.  Supposedly they were to do with landline telephone service.

 

Calling those numbers connected me with Mary-Ann.  She said to cancel my long-distance service I needed to contact long-distance repair service and ask them to cancel my service, at 800-580-6576.

 

That got me to Emanuel.  Unfortunately the bottom of the sheet of paper on which I kept my notes has been ripped off and I can't read any information about what he had to say, but if memory serves he either gave me a new number or connected me with a different department.  I know I spoke to people who thought I wanted to cancel wireless internet, and some that thought I had cellular service, but none that had anything to do with long-distance landline service.  After Emanuel my notes are less detailed, but in succession after that I spoke with:

 

Charlie

Camille

and finally Mary.  When I got to talk to Mary, I just immediately asked to speak with her supervisor because it was plain at this point that this was just an unending runaround with no hope of resolution.  I have a number next to Mary's name, 877-366-3200, which I think is a number she gave me to call back on in case I was disconnected trying to speak with the supervisor.

 

Then I got to speak to Frank, the supervisor.  He couldn't actually solve my problem, but he did at least UNDERSTAND my problem, which was not really something anyone else I'd spoken with seemed to be able to do.  He explained that some years back SBC acquired most of the old AT&T, and does business under the AT&T name now.  Pretty much all of what is currently branded as AT&T - internet, wireless, cellular, and so on - are all really SBC.  What I have is long distance service back from well before this -- like 15 years back.  Frank explained that the old AT&T still exists for this legacy long distance service, and there is really not much of a corporate connection between them.  Frank suggested that I contact my landline local phone provider (Verizon, as it happens) and ask them to change or cancel my long distance service since with deregulation that's something they can do.  Frank explained that no one in the vast telephone maze I can access with the number you provided above will be able to help me with this legacy long distance issue, because they are in a completely different company.

 

So I contacted Verizon and asked them to cancel the long-distance service on my home phone, which they did on 26 November 2018.  And that, I thought, was that.

 

But then I got an email notification from AT&T that I had a bill due December 9.  I figured this was the final bill, so I paid it.

 

Then I got another notification of a bill due January 8 2019.  After some investigation on the customerservice.att.com site I found some billing details and it turns out that *this* bill included service through November 26.  There was a monthly minimum charge plus some surcharges.  So I paid that, thinking that surely this would put an end to my relationship with the corporate entity known as AT&T.

 

But no.  I just got ANOTHER billing notification for another monthly minimum charge plus surcharges, due in early February.  Nowhere on the customerservice.att.com site is there any way I can find to contact a human person that actually understands this issue.  That website itself says that I don't appear to currently be an AT&T customer (which I am not, and which if I have anything to say about it, I never will be again) and does not provide any (useful) contact information.  They seem perfectly happy to continue charging me monthly minimum fees in perpetuity, though.  All of the links on the site go to corporate AT&T (that is, SBC) sites that don't even recognize my phone number.

 

I am not interested in spending another four hours of my life wading through your insipid phone jail tree -- I want you to stop sending me fraudulent bills for services you are not providing.

Message 3 of 5
Administrator

Re: AT&T continues to bill me after service is canceled

Hi @LelandT,

We would like to investigate this for you! I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the envelope in the top right section of this page or click Forums Inbox. Locate the PM and reply to my message with the requested account details. We look forward to your response and the opportunity to help you!
Lafayette, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 4 of 5
Contributor

Re: AT&T continues to bill me after service is canceled

I have an update on this issue -- I was able to get the proper phone number for AT&T consumer services by calling Verizon and getting the number from them.  So, thanks Verizon!  For those that may be interested, that number is 800-222-0300.  At that number I was able to talk to someone that could actually access my account information -- she told me my account was paid in full, and that the bill was because my last payment had "crossed in the mail" with the last billing notification.  This in a situation where all of the transfers were electronic.  I can't say I'm particularly impressed, but at least it appears AT&T won't be dunning me for any more money,  We'll see next month.

Message 5 of 5
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