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Re: On going billing issues needs resolved

On going billing issues needs resolved

Our contract expired in February.  It was started prior to my employment here, and I was unaware that it was expiring.  The next month our bill increased $120, so I called to inquire about the increase.  I was on the phone with a rep for 1 1/2 hours, who set me up with a new plan and said the next bill should reflect the prices discussed.  When the next bill was received it had gone up an additional $17, so I placed another call (45 minutes this time) and was told that the pricing for the first call wasn't in place in time to show on this bill, but I should see it on the next bill.  Received the next bill, which showed some of the new pricing, but was still higher than I was told it would be.  Placed another 45 minute call & was given even better pricing (supposedly) that should reflect on the next bill.  Received the next bill, with no difference in pricing.  Placed another call (1 hour of my time) and was told that the prices quoted me on my last call were not available to our business.  Was told that the pricing I was quoted on my initial call were what we were eligible for, and that they recognized that wasn't what we were being billed, so we would see a credit for the overbilling on our next bill, as well as corrected pricing.  Received that bill on 8/3/15.  No credits, no corrected pricing, and no time to make yet another 45-60 minute phone call that will result only in my being angry when I received the next bill.  Any suggestions>?

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Message 1 of 8
Former Employee
Solution
Accepted by topic author
Accepted by RiteWayPat
‎06-08-2016 7:28 AM

Re: On going billing issues needs resolved

Hello RiteWayPat,
Im sorry to read about your billing issues. I will be happy to take a look at this for you so we can get this corrected.
Please send me a private message by clicking here and be sure to include the following details so I can assist you.

 

Name on account:
Contact #
What type of service (Wireless, DSL, Landline)

 

Thank you.

 

Leonard

AT&T Social Media Manager

 

Message 2 of 8
Highlighted
Solution
Accepted by topic author
Accepted by RiteWayPat
‎06-08-2016 7:28 AM

Re: On going billing issues needs resolved

Leonard,

I would like to thank you, because I've heard from some people at AT&T that assure me my problems are being addressed.  I'm waiting to receive proof in our next phone bill.  If that shows the correct rates, as well as credits for the numerous times we've been billed incorrectly, I will mark this problem resolved.  As stated in the initial post, I've heard before that the next bill would be correct, so I'm going to wait for confirmation.  But I do thank you for your help.

 

Message 3 of 8
Former Employee

Re: On going billing issues needs resolved

RiteWayPat, Just know we are here for you, I hope all of your concerns were addressed. If you need anything else, don't hesitate to reach out to us. Sincerely, Leonard AT&T Social Media Manager
Message 4 of 8
Contributor

Re: On going billing issues needs resolved

I have been trying to get my bill lower than $140 since November of last year! I have been signed up for 3-4 different "loyalty packages" every month since.  Every month I am given a price that is affordable, I pay it, then another bill comes out  saying I have a bill of over $200-$300 dollars! I was signed up for a plan in Dec or Jan that added a home phone and was going to make my bill lower than $140.  I still have not activated the home phone because I do not need it.  I just want(ed) my bill lowered.  So every month I have been calling in to inquire about my bill that is always over $200, but I am signed up every month for some "money saving package" that is NOT saving me money! I called at 10am this morning to inquire about the amount that is posted (that is NOT correct) because I JUST called and spoke to a CSA on 3/8 and asked if the $114.87 is all that is due and she said YES!!!!! I get a bill yesterday that says I have a past due amount of $180-something???????? I called at 10a, was placed on hold, transferred, placed on hold again, then hung up on.  I called back, was sent to a "supervisor" who then transferred me to the Loyalty program in Atlanta, who then placed me on hold to review my issue, who then came back on the phone after 20 min and told me she was transferring me to her supervisor- the phone rang and rang and rang until it went to a voicemail that was full, but the supervisor and the CSA were together reviewing my bill????? So now I am signed up for another year for a package price I am not even getting.  If that is not a scam I do not know what one is!  All I ever wanted was a bill that was less than $140 including tax.  I have been treated in such a condesending manner by the last agent Chris (Agent # C***) that I had to call back after I was disconnected AGAIN today from the Loyalty CSA that was transferring me to the supervisor that was helping her review my situation. I can't even deal with this anymore today. It is 1pm now and ABSOLUTELY nothing has been resolved. If I could cancel my contract today with no penalties I WOULD! I will always discourage people from going with AT&T! There are no notes being consistently entered into your system so everyone at AT&T is on the same page.  I am irritated that I do everything right but, AT&T will believe a computer generated bill over someone who is living paycheck to paycheck and paying her bills on time or getting them automatically drafted out of her account everytime she splits the bill. This is crazy and I am so frustrated. It should not take all of this to get a decent bill. I don't order movies, I have U200 (of which AT&T keeps moving channels that I watch up to the higher package without any warning... but you will send email after email wanting me to pay an incorrect bill). Is this a scam AT&T?????

 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Message 5 of 8
Community Support

Re: On going billing issues needs resolved

Hello @Scammee,

Thank you for your recent posting. We appreciate your participation within the Business Community. I will be happy to help you. 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/privatenotespage/tab/compose/note-to-user-id/3512576


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):
You've reached out to the business channel, if this is for residential please provide me as much of the information above and I will be happy to get you over to the residential team. I'll be standing by.

Thank you,

Laura G.
AT&T 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 6 of 8
Contributor

Re: On going billing issues needs resolved

I recently, 02/17/18 signed up for U200 promotional package for a year. I realized I needed an upgrade and requested the U300 Promotional package and the service man gave me the U450 without any promotion. I've tried since the 19th of February to correct this issue. Of course I called customer service; and, they corrected the package error, however the billing became an issue where after numerous phone calls, I still don't understand what went down. Part of the problem is that I've been unable to talk with an American ,and, the other part is that my conversations were not properly documented by their customer service or call center personal. I could not understand why they just did not reverse their billing entry for the U450 and bill me the correct amount. I did receive a credit; however , it did not cover the bill in its entirety and I still ended up paying for 2 days service for a package I never authorized. On top of that I was charged a late fee despite the fact that I kept asking them when to pay the first bill since it was never actually issued. They did reverse the late fee, but I'm already dissatisfied with their customer care and regret signing up with this company.

Message 7 of 8
Tutor

Re: On going billing issues needs resolved

I don't believe this message pertains to me. I never sent or subscribed to anything on 2/18/2018.


Thanks,


Joe

Chesney
Message 8 of 8
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