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Need to escalate a billing issue

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Need to escalate a billing issue

I have a client (a bank) that is using the switched Ethernet on demand product. They are continually being billed incorrectly month to month going on around 6 months now. The cycle has been...bill the client for the the full 1GBPS speed even though they are using a fraction of that speed, open a dispute with the AT&T Global Resolution Team and wait for weeks for a response (which may include credits or partial credits for the service. Meanwhile the incorrect billing continues only to have to repeat this vicious cycle every month. Your help is greatly appreciated. 

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Message 1 of 4
Administrator

Re: Need to escalate a billing issue

Hello @stevem123,


Thank you for your recent posting. We appreciate your participation within the Business Community. We will be happy to look into this for you. In order for me to research your issue, I will need to verify some information and get written authorization from your client to further assist. Please send me a private message: https://forums.att.com/t5/notes/composepage/note-to-user-id/3757732


And include the following details:
Your full Name:

Business Name on Account:

Business address:

Number on your account:
Preferred Contact #:
Email address:
Written authorization to assist:

Thank you,

Laura G.
Social Media Manager

*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 2 of 4
Contributor

Re: Need to escalate a billing issue

Attempting to resolve an outstanding claim with AT&T regarding an incorrect claim amount.  I've attempted to contact the AT&T Global Resolution Team by email however I never receive a response and the incorrect billing amount keeps showing up on the bills. Which means I'll get a disconnect notice in a few weeks.  Is there a way I can resolve this issue?  

Message 3 of 4
Administrator

Re: Need to escalate a billing issue

Hello @wmpnhc,

 

Thank you for your recent posting. We appreciate your participation within the Business Community. I'm truly sorry for this experience. We will be happy to take ownership of your billing issue. In order for me to research your issue, I will need to verify some information. Please send me a private message: https://forums.att.com/t5/notes/composepage/note-to-user-id/3757732


And include the following details:
Your full Name:

Business Name on Account:

Business address:

Number on your account:
Preferred Contact #:
Email address:
What type of service (Uverse, DSL, Landline, Wireless):

Details of billing issue:

 

Thank you,

Laura G.
Social Media Manager

*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 4
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