They messed up my billing and don't want to fix it!

Tutor

They messed up my billing and don't want to fix it!

My husband and I have been ATT customers for over 5 years. Our phone contracts expired last year and this year we decided to renew our contracts and get new phones. I renewed my in January and got and iPhone 5S with it. Everything was fine, we received our bill and it was about the same as before. My husband then decided to renew his contract and get a new phone as well. This time when we got our bill it was $190! For 2 people! We called and stayed on hold for hours and the answer was " there is nothing we can do, you just have to pay your new bill". We tried going to the store and the answer was " it's an installment plan that will last for 2 years, there is nothing we can do" seriously?! We had ATT for so long and now you want to charge us 190 for 2 lines. I keep hearing a commercial for family for 4 at 160 and you are charging 2 people 190 and "there is nothing you can do"! This is ridiculous! Our bill went from 116-190 for just renewing our contracts and getting new phones. Somewhere a long the line, so associate messed up our account and no one wants to take responsibility and fix it. We have tried everything and no one cares. I wish we would have never renew our contracts, no customer service at all. Never, ever recommending AT&T again.
Message 1 of 7 (476 Views)
Expert

Re: They messed up my billing and don't want to fix it!

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.

 

Message 2 of 7 (455 Views)
Professor

Re: They messed up my billing and don't want to fix it!

Did you decide to utilize AT&T Next for both upgrades? If so, that is probably why your bill is higher.

Message 3 of 7 (448 Views)
Tutor

Re: They messed up my billing and don't want to fix it!

No one explained anything about it. They just said we could trade our phones and our bill would be even lower. No one at att knows what they are doing, and when you need them they don't want to help. Even if they know why the bill is high, they won't do anything to fix it. Even in here there is no answer to problems...
Message 4 of 7 (442 Views)
Employee

Re: They messed up my billing and don't want to fix it!

It's understandable that sometimes not every last detail gets understood before a customer leaves the store, for example if the store is noisy, and if a customer feels in a rush, and doesnt read what they just signed.

AT&T typically send an email to the address on file, so you can review that information.

Typically you have the 14 day return period to change your mind, and not everyone will get their bill in that time, so the email is really quite important.

 

On occasion, I've seen some very blaring misunderstanding that stores have admitted to and bent the rules by a couple days on the 14 day return period.

 

The only way to reverse/cancel your installment will by through the original channel/point of sale, throguh whom you've made the agreement.

 

AT&T's usually quite willing to fix their mistakes, especially if you act on that in a timely manner.

If you made the mistake, ie agreed to something you didn't mean to and failed to use the return period to fix it, then, that really limits your options.

 

You really just might be better off, selling the new phones, and using that money to finish payments on the installments in one go. I'd suspect that would get you as close to your starting point as possible

-Alex

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 5 of 7 (434 Views)
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Teacher

Re: They messed up my billing and don't want to fix it!

You could always talk to T-Mobile, as they sound more than happy to buy people out of their AT&T contracts.

Message 6 of 7 (410 Views)
Expert

Re: They messed up my billing and don't want to fix it!


ecmillan wrote:

You could always talk to T-Mobile, as they sound more than happy to buy people out of their AT&T contracts.


look at the caveats in the offer....

 

http://www.t-mobile.com/offer/switch-carriers-no-early-termination-fee.html

Message 7 of 7 (397 Views)
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