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Posted Jan 6, 2014
4:45:08 PM
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AT&T charged my card twice, but I can't convince customer support of the error

I'm having an immensly frustrating issue with my AT&T account. 

 

I've called Customer Service serveral times, jumped through several time-consuming hoops — and the problem still hasn't been resolved. 

 

I received a past-due text message on 11/11/2013 telling me my bill of $131.19 was past due. It gave me the option to pay via SMS by clicking "1," which I did. 

 

But I was charged twice for $131.19. 

 

I called Customer Service, and they told me to email in documation from my bank, which I did on 11/18/2013.

 

 

On 11/19/2013 at 10:08 a.m. I received a voicemail from a "Devon Whitley" — or something like that — saying "your payment issue has been resolved."

 

I immeditely started receiving past due notices after the duplicate charge was removed. I called Customer Service, and they said it only shows I paid once — and that they only gave me a credit "because I asked for it."

 

No refunds or credits have ever appeared. I assumed the issue would be taken care of during the next billing cycle, so I waited to pay my bill — but then my service was disconnected. I've since paid the bill, even though I am still owed $131.19 + a cutoff fee, which was erroneously charged. My repeated calls to Customer Service has not fixed anything. 

 

I have all the support documentation from by bank, but I cannot get the issue resolved with Customer Support, and I'm still out $131.19 + the cutoff fee. 

 

What do I have to do to get this fixed? I'm frustrated, really hate to swtich cell phone providers, but I'm really considering it after all the time, hassle and money I've devoted to proving an error on AT&T's part. 

 

-Caroline

 

 

 

12/4

 

I'm having an immensly frustrating issue with my AT&T account. 

 

I've called Customer Service serveral times, jumped through several time-consuming hoops — and the problem still hasn't been resolved. 

 

I received a past-due text message on 11/11/2013 telling me my bill of $131.19 was past due. It gave me the option to pay via SMS by clicking "1," which I did. 

 

But I was charged twice for $131.19. 

 

I called Customer Service, and they told me to email in documation from my bank, which I did on 11/18/2013.

 

 

On 11/19/2013 at 10:08 a.m. I received a voicemail from a "Devon Whitley" — or something like that — saying "your payment issue has been resolved."

 

I immeditely started receiving past due notices after the duplicate charge was removed. I called Customer Service, and they said it only shows I paid once — and that they only gave me a credit "because I asked for it."

 

No refunds or credits have ever appeared. I assumed the issue would be taken care of during the next billing cycle, so I waited to pay my bill — but then my service was disconnected. I've since paid the bill, even though I am still owed $131.19 + a cutoff fee, which was erroneously charged. My repeated calls to Customer Service has not fixed anything. 

 

I have all the support documentation from by bank, but I cannot get the issue resolved with Customer Support, and I'm still out $131.19 + the cutoff fee. 

 

What do I have to do to get this fixed? I'm frustrated, really hate to swtich cell phone providers, but I'm really considering it after all the time, hassle and money I've devoted to proving an error on AT&T's part. 

 

-Caroline

 

 

 

12/4

 

AT&T charged my card twice, but I can't convince customer support of the error

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Jan 6, 2014 6:35:10 PM
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I would recommend that you send a Private Message to Community Support is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST within 2 to 3 business days.

 

I would recommend that you send a Private Message to Community Support is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST within 2 to 3 business days.

 

Re: AT&T charged my card twice, but I can't convince customer support of the error

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Jan 6, 2014 6:50:13 PM
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Thanks for the advice, Wingrider01! I'll do that right now!

Thanks for the advice, Wingrider01! I'll do that right now!

Re: AT&T charged my card twice, but I can't convince customer support of the error

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Jan 7, 2014 6:27:42 AM
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Edited by ATTDmitriyCM on Jan 7, 2014 at 6:28:30 AM

Hello Caroline,

 

Thank you for sending us a message. We received it and will assign a specialist to help you soon, they will contact you directly via a private message or email.

 

Thanks again,

Dmitriy


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Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Hello Caroline,

 

Thank you for sending us a message. We received it and will assign a specialist to help you soon, they will contact you directly via a private message or email.

 

Thanks again,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

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.
*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.

Re: AT&T charged my card twice, but I can't convince customer support of the error

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Jan 7, 2014 9:06:59 AM
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Thanks, Dmitriy. 

Thanks, Dmitriy. 

Re: AT&T charged my card twice, but I can't convince customer support of the error

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