Why is getting an answer/solution to a billing issue so impossible?

Contributor

Why is getting an answer/solution to a billing issue so impossible?

Why is getting an answer/solution to a billing issue so impossible? I refer to my latest invoice where At&T did not apply the full amount of my check from last month. They neglected to apply the $.95 from the check and  have hit me with a past due amount of $.95 PLUS a late fee of $8.00 plus tax for a total of $11.29 in fees. After discussions with three associates and being boounced around from voice system to automated system to Accounting Specialist to Customer Service associates that only repeat what the computer shows, I am too angry to discuss in person because they can only tell you what is on the computer and insist I balance my checking account before calling them back. Really?? They make the mistake and I have to do all the work to prove it? Maybe I should go back to Verizon as I never had billing issues with them. It is definitely something to discuss with the family. I tiold the last person I spoke to, to have someone call me back with a solution. I'm almost positive, they will not be calling.

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Message 1 of 4
Community Manager

Re: Why is getting an answer/solution to a billing issue so impossible?

Hello, Davinacoppler!

 

Thanks for posting. I'm sorry to hear you're having billing issues. We would be happy to look into this for you, so please click here to send us a private message.

 

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!

 

-Mariana

Employee Contributor*
*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
ACE - Professor

Re: Why is getting an answer/solution to a billing issue so impossible?


Davinacoppler wrote:

Why is getting an answer/solution to a billing issue so impossible? I refer to my latest invoice where At&T did not apply the full amount of my check from last month. They neglected to apply the $.95 from the check and  have hit me with a past due amount of $.95 PLUS a late fee of $8.00 plus tax for a total of $11.29 in fees. After discussions with three associates and being boounced around from voice system to automated system to Accounting Specialist to Customer Service associates that only repeat what the computer shows, I am too angry to discuss in person because they can only tell you what is on the computer and insist I balance my checking account before calling them back. Really?? They make the mistake and I have to do all the work to prove it? Maybe I should go back to Verizon as I never had billing issues with them. It is definitely something to discuss with the family. I tiold the last person I spoke to, to have someone call me back with a solution. I'm almost positive, they will not be calling.


That's good advice. Have you verified with your bank that the check cleared including the $.95?

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 3 of 4
Contributor

Re: Why is getting an answer/solution to a billing issue so impossible?

 While I did not hear back from anyone in the office, the AT&T represebtatives who did repsond to my online inquiries were most helpful and provided excellent cusotmer service. After contacting my bank the next day I found that my bank had not paid the $.95 as this was an electronic transaction (Oh, for the days of human interaction- Lol).

 I am most satisfied with the conclusion of my complaint and feel it was fair for all parties involved. I wasn't looking to "get anything free" and feel I as treated humaly and fairly. Thank you Chris and Mariane and anyone else responding to my inquiry/complaint.

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