10-01-2013 8:24 PM - last edited on 10-01-2013 9:14 PM by Phil-101
I've been in a world of insanity with a billing discrepancy for nearly two years now. It all started when AT&T decided to forcibly switch my internet to a new U-verse plan and equipment in July 2011, stating that my previous service would be discontinued. However, it appears I was still billed after the switchover for this now non-existent service. I followed instructions in awaiting a reconciled bill before paying, which never arrived.
Needless to say, I now live overseas and have been receiving nasty collections notices at my US mailing address. Upon repeated contacts with customer service in late 2011 and early 2012, I was told to ignore the emailed bills until they sent through accurate bills. The only thing I ever received was collections notices in the mail.
Here are the two plans involved:
(1) ***606 (original AT&T internet plan) - referred to in bills sometimes as 9994 OR 4606 (at $40 per month).
(2) ***33 (replacement U-verse plan) - referred to in bills as 4433 (at $30.95 per month).
Upon the mandatory activation process of the U-verse account in July 2011, I informed the rep that I wished to terminate my account by Nov 2011, as I would no longer be at that address any longer and would be overseas. She said that was noted and it would be scheduled to be terminated then. I think most of the information about this older account was NOT transferred to the new U-verse account.
Let's start with the bills I received for original plan 9994/4606:
- 06/24/11: $40
- 07/24/11: $40
- 08/23/11: $40
- 09/27/11: $40
===PLAN SHOULD HAVE TERMINATED HERE AS U-VERSE PLAN TOOK OVER===
- 10/24/11: $45.95
- 11/08/11: $90.95
I believed this was reconciled, but received a collections notice in Nov 2012 for $90.95 (I assume for Oct and Nov 2011) -- which was strange as the rates went up to $45.95 per month. I pointed out in Nov 2011 and Dec 2011 via Skype to customer service that I shouldn't have been billed duplicate, especially for this non-existent service. The instructions regarding shutting down the account in Nov 2011 were followed for this account. I was informed by the customer service rep that I should not pay the emailed bill until I was contacted with a new emailed bill. I never was contacted. The collections letter from Enhanced Recovery was a "settlement opportunity" for $54.57, a discount from the "debt" of $90.95. What a deal! The letter was posted to my parents' mailing address and they paid it without consulting me. Just now looking at my account on the AT&T website, it lists a payment of $54.57, but that $36.38 remains "due". This is outrageous and totally unacceptable.
And the bills for the replacement U-verse plan 4433:
- 09/13/11: Order was confirmed via email
- 09/21/11: $30.95
- 10/21/11: $60.90
- 11/20/11: $95.85
- 12/21/11: $130.80
As noted, when I switched over to the U-verse plan, I alerted the rep that I wanted the plan cancelled by Nov 2011 – these instructions were followed for the 9994/4606 account. I pointed out in Nov 2011 and Dec 2011 via Skype to customer service that I shouldn't have been billed duplicate, especially for a non-existent service. I was informed by the customer service rep that I should not pay the emailed bill until I was contacted with a new emailed bill. I never was contacted until I received a “settlement offer” in August 2013. The offer lists a (random) balance of $114.83, and is an offer for $45.93.
These collections letters are extortion pure and simple, and I shouldn’t have to pay for administrative mistakes on AT&T’s part when being forcibly switched to a new plan and equipment! I’d appreciate if someone had some advice on this.
[edited for privacy]
[Subject edited to comply with guidelines]
10-02-2013 2:56 AM
I would recommend you send a private message to AT&T Customer Care using the link below.
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