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Posted Jan 20, 2014
11:05:19 PM
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Combined billing "misplaced" my wireless payment

I have been a loyal AT&T customer for 18 years. Home phone (wireline), 4 wireless lines, and U-verse U-450 with 18 Mbps Internet service brought my total monthly AT&T bills to almost $600. You would think I should get at least reasonably good service, right? Well, you would be wrong.

Until recently, I had combined billing on my wired home phone and my 4 wireless lines. Every month I would pay the combined bill on the 2nd of the month, and AT&T Home would send AT&T Mobility the wireless portion of the bill by the 25th of the month.

On December 19 I cancelled my home phone service. On December 25, unbeknownst to me, AT&T Home DID NOT send to AT&T Mobility the payment I had made on December 2.

On January 2, I made another payment to AT&T Home (silly me, I wanted to settle my final bill). But on January 12, I got a message from AT&T Wireless that my account is Past Due. I called several times, and a few AT&T service reps tried to help. The AT&T Home people acknowledge that they have received all my payments, totaling almost $500, but cannot tell me why they have not sent one cent (pun intended) to AT&T Mobility.

After repeated phone calls, I was told that one of their agents had written in my account notes the following statement: "Need to collect detailed information, opening a case for investigation". That was 6 days ago, and I still haven't heard anything.

I don't know what to do. AT&T Mobility keeps harrassing me, and AT&T Home is completely indifferent since I already canceled my service. I guess my only recourse is to pay the AT&T Mobility bill again, and then take AT&T Home to court to recover my payments. Am I right? Please help...

I have been a loyal AT&T customer for 18 years. Home phone (wireline), 4 wireless lines, and U-verse U-450 with 18 Mbps Internet service brought my total monthly AT&T bills to almost $600. You would think I should get at least reasonably good service, right? Well, you would be wrong.

Until recently, I had combined billing on my wired home phone and my 4 wireless lines. Every month I would pay the combined bill on the 2nd of the month, and AT&T Home would send AT&T Mobility the wireless portion of the bill by the 25th of the month.

On December 19 I cancelled my home phone service. On December 25, unbeknownst to me, AT&T Home DID NOT send to AT&T Mobility the payment I had made on December 2.

On January 2, I made another payment to AT&T Home (silly me, I wanted to settle my final bill). But on January 12, I got a message from AT&T Wireless that my account is Past Due. I called several times, and a few AT&T service reps tried to help. The AT&T Home people acknowledge that they have received all my payments, totaling almost $500, but cannot tell me why they have not sent one cent (pun intended) to AT&T Mobility.

After repeated phone calls, I was told that one of their agents had written in my account notes the following statement: "Need to collect detailed information, opening a case for investigation". That was 6 days ago, and I still haven't heard anything.

I don't know what to do. AT&T Mobility keeps harrassing me, and AT&T Home is completely indifferent since I already canceled my service. I guess my only recourse is to pay the AT&T Mobility bill again, and then take AT&T Home to court to recover my payments. Am I right? Please help...

Combined billing "misplaced" my wireless payment

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Jan 21, 2014 7:43:34 AM
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ACE - Professor

I think you're looking at the statements backwards.

 

If you have combined billing, AT&T Home pays your wireless bill, then sends you a combined bill for both. For example, on Nov. 25, AT&T home pays your wireless service from Nov. 25 to Dec 24, then sends you a billl that includes the wireless service plus your home phone service. 

 

Since you disconnected your home phone on 12/19, your combined billing was removed as well. That means no payment was made for your wireless on 12/25, which is why Mobility says your behind.

 

I would recommend reaching out to AT&T customer care using the link below to get in touch with a manager who can take a look at both accounts and make sure you are getting full credit for all payments made.

 

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

I think you're looking at the statements backwards.

 

If you have combined billing, AT&T Home pays your wireless bill, then sends you a combined bill for both. For example, on Nov. 25, AT&T home pays your wireless service from Nov. 25 to Dec 24, then sends you a billl that includes the wireless service plus your home phone service. 

 

Since you disconnected your home phone on 12/19, your combined billing was removed as well. That means no payment was made for your wireless on 12/25, which is why Mobility says your behind.

 

I would recommend reaching out to AT&T customer care using the link below to get in touch with a manager who can take a look at both accounts and make sure you are getting full credit for all payments made.

 

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

*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.

Re: Combined billing "misplaced" my wireless payment

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Jan 21, 2014 8:30:56 AM
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Edited by ikanell on Jan 21, 2014 at 8:40:24 AM

MicCheck, I understand your point, and I think you may be right on the timing of the payment.  I considered that myself, but when I asked AT&T, neither AT&T Wireless nor AT&T Home had any clue.

 

So perhaps you (or someone else) could help me clarify this; let's take my last two billing cycles as an example:

 

11/7: My AT&T Home Combined billing cycle closes, and it contains the  AT&T Wireless charges  issued on 10/20, which include the monthly service charges for 10/21-11/20.

 

11/20: My AT&T Wireless cycle closes and includes the monthly service charges for 11/21-12/20.

 

11/25: AT&T Home pays my 11/20 bill to AT&T Wireless.

 

12/2: I pay my Combined bill from 11/7; AT&T Home had already paid on 10/25 the AT&T Wireless charges for 10/21-11/20.

 

12/7: My AT&T Home Combined billing cycle closes, and it contains the  AT&T Wireless charges  issued on 11/20, which include the monthly service charges for 11/21-12/20. (This is the bill that is now past due.)

 

12/19: I cancel my AT&T wireline home phone; Combined Billing stops.

 

12/20: My AT&T Wireless cycle closes and includes the monthly service charges for 12/21-1/20.

 

12/25: Nothing happens; AT&T Home does NOT pay my 12/20 bill to AT&T Wireless (which, admittedly, I had not paid yet).

 

1/2: I pay my Combined bill from 12/7; AT&T Home had already paid on 11/25 the AT&T Wireless charges for 11/21-12/20.

 

1/10: My AT&T Wireless bill becomes due, but I am unaware because I was paying it through Combined billing until now.

 

If this is correct, then Combined billing had me paying my Wireless bill almost a month past its due date, which means that I have, in fact, NOT paid for my 12/20 AT&T Wireless bill and I'm the deadbeat, not AT&T Home.

 

Wait, what? How did this happen? How did I turn out to be the deadbeat here?

 

 

 

MicCheck, I understand your point, and I think you may be right on the timing of the payment.  I considered that myself, but when I asked AT&T, neither AT&T Wireless nor AT&T Home had any clue.

 

So perhaps you (or someone else) could help me clarify this; let's take my last two billing cycles as an example:

 

11/7: My AT&T Home Combined billing cycle closes, and it contains the  AT&T Wireless charges  issued on 10/20, which include the monthly service charges for 10/21-11/20.

 

11/20: My AT&T Wireless cycle closes and includes the monthly service charges for 11/21-12/20.

 

11/25: AT&T Home pays my 11/20 bill to AT&T Wireless.

 

12/2: I pay my Combined bill from 11/7; AT&T Home had already paid on 10/25 the AT&T Wireless charges for 10/21-11/20.

 

12/7: My AT&T Home Combined billing cycle closes, and it contains the  AT&T Wireless charges  issued on 11/20, which include the monthly service charges for 11/21-12/20. (This is the bill that is now past due.)

 

12/19: I cancel my AT&T wireline home phone; Combined Billing stops.

 

12/20: My AT&T Wireless cycle closes and includes the monthly service charges for 12/21-1/20.

 

12/25: Nothing happens; AT&T Home does NOT pay my 12/20 bill to AT&T Wireless (which, admittedly, I had not paid yet).

 

1/2: I pay my Combined bill from 12/7; AT&T Home had already paid on 11/25 the AT&T Wireless charges for 11/21-12/20.

 

1/10: My AT&T Wireless bill becomes due, but I am unaware because I was paying it through Combined billing until now.

 

If this is correct, then Combined billing had me paying my Wireless bill almost a month past its due date, which means that I have, in fact, NOT paid for my 12/20 AT&T Wireless bill and I'm the deadbeat, not AT&T Home.

 

Wait, what? How did this happen? How did I turn out to be the deadbeat here?

 

 

 

Re: Combined billing "misplaced" my wireless payment

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Jan 21, 2014 2:09:16 PM
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Community Manager

Hello @ikanell 

 

I'm sorry about your billing issue, our team can help you fix it. Like MicCheck suggested, please send us a private message and one of our managers will contact you directly to help.

 

Thank you,

Dmitriy


Rethink Possible


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Hello @ikanell 

 

I'm sorry about your billing issue, our team can help you fix it. Like MicCheck suggested, please send us a private message and one of our managers will contact you directly to help.

 

Thank you,

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: Combined billing "misplaced" my wireless payment

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Jan 21, 2014 2:13:14 PM
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ACE - Professor

ikanell wrote:

.

 

If this is correct, then Combined billing had me paying my Wireless bill almost a month past its due date, which means that I have, in fact, NOT paid for my 12/20 AT&T Wireless bill and I'm the deadbeat, not AT&T Home.

 

Wait, what? How did this happen? How did I turn out to be the deadbeat here?

 

 

 


This quite common with combined billing. 

 

Think about it backwards, in that you are just signing up for combined billing.

 

You would get a wireless bill on 1/21 due about 2/15.  

 

You sign up for combined billing on 2/1. 

 

You get a home bill that prints 2/7. and is due about 3/1

 

On 2/21, Wireless sends the next bill to AT&T Home, which makes that payment on 2/25.

 

You get a home bill that prints 3/7, due about 4/1. This bill includes the wireless service from 2/21-3/20 that AT&T Home paid on your behalf back on 2/25. 

 

This is just basic information based upon years of working as a combined billing rep. Your particular circumstances may be different. Again, I'd recommend getting in contact with the specialists at AT&T Customer Care to make sure my explanation holds true for you.

 

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773


ikanell wrote:

.

 

If this is correct, then Combined billing had me paying my Wireless bill almost a month past its due date, which means that I have, in fact, NOT paid for my 12/20 AT&T Wireless bill and I'm the deadbeat, not AT&T Home.

 

Wait, what? How did this happen? How did I turn out to be the deadbeat here?

 

 

 


This quite common with combined billing. 

 

Think about it backwards, in that you are just signing up for combined billing.

 

You would get a wireless bill on 1/21 due about 2/15.  

 

You sign up for combined billing on 2/1. 

 

You get a home bill that prints 2/7. and is due about 3/1

 

On 2/21, Wireless sends the next bill to AT&T Home, which makes that payment on 2/25.

 

You get a home bill that prints 3/7, due about 4/1. This bill includes the wireless service from 2/21-3/20 that AT&T Home paid on your behalf back on 2/25. 

 

This is just basic information based upon years of working as a combined billing rep. Your particular circumstances may be different. Again, I'd recommend getting in contact with the specialists at AT&T Customer Care to make sure my explanation holds true for you.

 

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

*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.

Re: Combined billing "misplaced" my wireless payment

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