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Re: AT&T changes your plan without notice and sends an incorrect new billing amount

Tutor

AT&T changes your plan without notice and sends an incorrect new billing amount

Been a long time AT&T customer and received an email today regarding my "account changes".  Went into my account to find out that my plan has been changed without my approval, and my new monthly bill amount is $60 more than it has been.  Additionally, since it's being done mid month, my upcoming bill will be essentially double of what I typically pay.  So, I call ATT customer service, and the woman tells me my plan's been discontinued and they moved me to a new plan but I get more data with it.  Wow?!  Oh...and the amount they notified me is incorrect.  She says ATT is aware that it's been distributing erroneous billing notices but hasn't fixed it.  I told her I wasn't interested in an increase in my monthly wireless bill.  Her solution was to tell my daughter to use less data so we could downgrade our plan, and then essentially pay what we've been paying all along...maybe $10 less per month.  So, as a thank you for being a long term ATT customer, I have the choice to limit my daughter's phone usage to keep paying what I've been paying, or upgrade to a higher data plan even though I've never gone over and don't need any extra data.  She then tried to educate me on how wifi works and that doesn't cost me anything.  Wow..a GREAT example of HORRIBLE CUSTOMER SERVICE.

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Message 1 of 94
ACE - Sage

Re: AT&T changes your plan without notice and sends an incorrect new billing amount

I passed this thread to the community manager.  The $5 or $10 increase should not show as $60 or $100 more on the bill.  On the summary, yes, those are always wrong.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
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*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 16 of 94
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Contributor

Re: AT&T changes your plan without notice and sends an incorrect new billing amount

I can read my bill. $130 was my total bill after a work discont for 2 lines.  The data portion alone jumped to $110 under the 30gb plan. So add on line fees and taxes and I am at $187. The data is the only thing that changed, coupled with the additional taxes that go with that and you have my new bill. I'll call them again. That is all.

Message 17 of 94
ACE - Sage

Re: AT&T changes your plan without notice and sends an incorrect new billing amount


@BobbyBG wrote:

I can read my bill. $130 was my total bill after a work discont for 2 lines.  The data portion alone jumped to $110 under the 30gb plan. So add on line fees and taxes and I am at $187. The data is the only thing that changed, coupled with the additional taxes that go with that and you have my new bill. I'll call them again. That is all.


Okay,  the 15 gig plan was $100 and would be $110 after increase.   That’s the portion that eligible for your work discount.  Where is it?   Because it seems that’s what the problem is.  I have the same plan and a 22% discount.  My data plan is listed as $100 - $22, net $78.   (I haven’t been increased) 

Data is NOT taxable.  

Line fees are $15 and those are taxed.  That portion should not have changed.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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 18 of 94
ACE - Expert

Re: AT&T changes your plan without notice and sends an incorrect new billing amount


@BobbyBG wrote:

I can read my bill. $130 was my total bill after a work discont for 2 lines.  The data portion alone jumped to $110 under the 30gb plan. So add on line fees and taxes and I am at $187. The data is the only thing that changed, coupled with the additional taxes that go with that and you have my new bill. I'll call them again. That is all.


data portion should be 110 but your discount should bring that down.  You did make sure the discount was there right?

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*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 19 of 94
ACE - Sage

Re: AT&T changes your plan without notice and sends an incorrect new billing amount


@billsite34 wrote:

I haven't received the notice yet or the increase,but I'm curious as to what will happen to my bill.

I was originally on the 15GB MSV plan for $100.00 and received a bonus of 5GB. Still billed $100.00, but listed on my account as 20GB MSV plan.

They list the 15GB MSV plan at $100.00 and $130.00 and list the 20GB MSV plan at $140.00 and $150.00.

Will they change me to the 30GB plan  for $110.00 or charge me $140.00?

Another scenario will they change me to the 40GB plan and charge me $110.00, $140.00, $150.00 or $160.00?

Anybody have any clue what will happen?

Bill


Link in post 14.  If you haven’t received notice, you probably aren’t getting the increase.  I’m kinda bummed, I want it.  

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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 20 of 94
Contributor

Re: AT&T changes your plan without notice and sends an incorrect new billing amount

I see the confusion with understanding the discrepancy in my bills. I was not paying $100 for the 15GB before the discount. I was paying much less so that is how my total bill was $130. So when I say my bill increased about $50 from what I was paying, it did even after discounts because the data is now $110 to me. So for those paying $100 previously for 15GB it would be a $10 increase. However I did  not go from 100 to 110. Thanks. 

Message 21 of 94
ACE - Expert

Re: AT&T changes your plan without notice and sends an incorrect new billing amount


@BobbyBG wrote:

I see the confusion with understanding the discrepancy in my bills. I was not paying $100 for the 15GB before the discount. I was paying much less so that is how my total bill was $130. So when I say my bill increased about $50 from what I was paying, it did even after discounts because the data is now $110 to me. So for those paying $100 previously for 15GB it would be a $10 increase. However I did  not go from 100 to 110. Thanks. 


How "much less?"  What is the name of your plan?

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*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 22 of 94
Contributor

Re: AT&T changes your plan without notice and sends an incorrect new billing amount

My bill went up by $82 this month. I can't find a way on the website to chat/call AT&T about this issue. I can't find a phone number. Help!

Message 23 of 94
ACE - Expert

Re: AT&T changes your plan without notice and sends an incorrect new billing amount

@wabeck3533, first suggestion: read the darn bill!!!!

 

Second suggestion: read last month’s bill and figure out what is different. 

 

If you let us know that information, we can help determine the issue. Otherwise, calling 611 from your phone will get you to customer service. 

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*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 24 of 94
ACE - Sage

Re: AT&T changes your plan without notice and sends an incorrect new billing amount


@wabeck3533 wrote:

My bill went up by $82 this month. I can't find a way on the website to chat/call AT&T about this issue. I can't find a phone number. Help!


At the bottom of the page you posted on it says ‘contact us’.  In that link is phone numbers and chat option. 

At&t service numbers are in your phone too.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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 25 of 94
Contributor

Re: AT

I have Verizon wireless, will 611 work? I think I need an 800 number.
Message 26 of 94
ACE - Sage

Re: AT


@wabeck3533 wrote:
I have Verizon wireless, will 611 work? I think I need an 800 number.

1.   You asked about an At&t cellular bill, yes?  What’s this about Verizon?

2.   No calling 611 on a Verizon phone calls Verizon 

3.   2nd time, contact us link below has all methods including full 800 number.

4.  We don’t work here.  

5.  Read your bill.  If it’s a final bill it may include remaining installments or ETF

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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 27 of 94
ACE - Expert

Re: AT

The real number is 800 331-0500. I don’t know how your bill went up with AT&T if you are a Verizon customer, but there you go...

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*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 28 of 94
Tutor

Re: AT

I had something similar happen to me today. AT&T decided to upgrade my wireless service on their own behalf. Sorry, but a “notification” in a bill doesn’t count as the consumer making the decision to upgrade a plan. That’s like if I sent everyone a letter that they’re going to receive a sandwich, and then sending a sandwich out a week later along with a $10 charge. That’s just borderline fraud.

 

Honestly, I do understand that bills must go up, but the way AT&T did it was very slimy. If AT&T just said “due to inflation and infrastructure costs, your plan increased in price,” I wouldn’t even have questioned it. I would have said, “yeah, that’s fair,” and then just moved on. But instead it left me feeling violated that someone else felt they had rights over my credit card in charging me a service I never wanted. I ended up getting the plan reversed, but if they had just done it in the manner that I suggested, I would’ve continued paying the higher price instead of now considering switching providers. Whoever was the PR that made this suggestion should reconsider their career choice.

Message 29 of 94
ACE - Sage

Re: AT


@IntegraRC wrote:

I had something similar happen to me today. AT&T decided to upgrade my wireless service on their own behalf. Sorry, but a “notification” in a bill doesn’t count as the consumer making the decision to upgrade a plan. That’s like if I sent everyone a letter that they’re going to receive a sandwich, and then sending a sandwich out a week later along with a $10 charge. That’s just borderline fraud.

 

Honestly, I do understand that bills must go up, but the way AT&T did it was very slimy. If AT&T just said “due to inflation and infrastructure costs, your plan increased in price,” I wouldn’t even have questioned it. I would have said, “yeah, that’s fair,” and then just moved on. But instead it left me feeling violated that someone else felt they had rights over my credit card in charging me a service I never wanted. I ended up getting the plan reversed, but if they had just done it in the manner that I suggested, I would’ve continued paying the higher price instead of now considering switching providers. Whoever was the PR that made this suggestion should reconsider their career choice.


Here we go again.  Email was sent out 2 months in advance.  Bill notice the month before.  If you don’t read emails or bill notice AT&T isn’t responsible.  They did what is required to notify you per the terms of service.  

   It is not an ‘upgrade to your plan’.   It’s a cost increase.  The added data is irrelevant to the increase in price.  

   The PR people got blasted last year (we forum members called foul) when they increased the Advantage plan as they did not send emails, just did the notice on the previous bill.  Notices don’t help if no one reads them.  

   Before you go off in a huff, do some research.  AT&T increase the price on these plans because they are far below what is currently offered. It would cost me $80 more a month just for service to change to a current AT&T plan with anywhere near the same amount of data. It would cost me $100 a month to switch to a comparable plan with Verizon. I would happily pay an extra $10 a month to keep the plan I have even without additional data.

 

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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 30 of 94
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