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Being billed for a service that was never installed.


Being billed for a service that was never installed.

My account is due to be turned over to a collection agency and will effect my credit.  I've tried several times to resolve this over the phone but I'm not having any luck, so I thought I would try here on the forums. 


On 8-19-13 I spoke with Rudy, a CSR with ATT at  800-228-2020  to cancel our Uverse account due to issues with installation not being able to be done for a week. I have received a several statements with a balance due of $124.83. I spoke with a CSR at ATT on 9/27/13 and was told the bill would not be owed, and she would take care of this. On 10/18/13 I spoke with Joe, a CSR at ATT, he transferred me to account receivables. I then spoke with Erica Moon in account receivables, she transferred me to billing. I then spoke with Mindy in billing, she said to disregard the statement for $124.83. She stated equipment has been received and that no balance is due, that she has credited the account. Her id is ML098M. Today I received yet another bill stating the account will be turned over to collections if not paid.  I called the 1-800 number again but I was on hold for over 30 minutes just trying to get through.  So I tried to get help by using the online chat, and Aldrin Barnes told me to call 888-757-6500 but I keep getting an automated message to call back later or visit the website  


Is there anything you can do to help with this?  


Thank you.

Message 1 of 7

Re: Being billed for a service that was never installed.

Click on the hyper link in my sig for AT&T Customer Care, you will be taken to their PM page.  They are an escalation team that is higher than regular Customer Support.  Send them a PM with your info along with your concern and they will help you get this resolved.  Watch the blue envelope at the top of the forum page for message notification, as they will contact you via PM as well.

Message 2 of 7

Re: Being billed for a service that was never installed.

Thanks so much!

Message 3 of 7

Re: Being billed for a service that was never installed.

Your welcome.  Let us know how things work out.

Message 4 of 7
Community Manager

Re: Being billed for a service that was never installed.

Hello Anie_B, welcome to the forum and thank you for your post!


I'm very sorry about this terrible issue you're having with AT&T. I want to let you know that we received your private message and one of our amazing specialists will be reaching out to you shortly to help!


Please let us know if you have any questions.




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Message 5 of 7

Re: Being billed for a service that was never installed.

I am having this same issue. I was going to transfer from Comcast in 11/2012, however when AT&T said it would take 3 days to get my phone transfered I cancelled my service. The customer service rep told me that I could not cancel because they already requested my # from Comcast. I called Comast right away and told them not to release my#. THey didn't.  Called back into AT&T and let them know and to cancel my service. Was escalated to a manager who I thought was very helpful, but seems she never cancelled my accct. 


I went to buy an IPAD at AT&T wireless, my wireless carrier, and was told I have a $800+ bill and am in collections.  I can't believe they get away with this! 


Called AT&T this morning to resolve and have been on the phone with them for 2.5 hours now. Was told to call the collection agency and they laughed at me and basically said I have to prove it was cancelled.


I'm about to pull my wireless services from AT&T as Tmobile will buy out my contract.  This is so horrible! I can't believe they can charge and try to collect 800 for services I never had!

Message 6 of 7
Former Employee

Re: Being billed for a service that was never installed.

Hello, jjaac4156!


Thanks for posting. I'm so sorry to hear about your recent billing issues. We would appreciate the chance to look into this for you, so please send us a private message by clicking here.


In your message, please provide your name, phone number, email address, and the best time to reach you. Keep an eye on the little blue envelope icon in the top right corner of your screen for a response.


In the meantime, feel free to message me with any other questions or concerns! Once again, I apologize for the frustration and inconvenience.



Message 7 of 7
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Welcome to the AT&T TV Hub!
We have some helpful articles located under TV Hot Topics.
On the left you will see DIRECTV and U-verse TV links. Click on those links for more information regarding Apps, Billing, and TV troubleshooting tips.

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