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Wireless, U-Verse, and DIRECTV Billing Help

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Wireless, U-Verse, and DIRECTV Billing Help

Billing 1.png

 

 Hello Community,

 

Wireless, U-Verse, and DIRECTV billing can be a complicated thing at times.   Especially if you have more than one cell phone, or if you have more than one AT&T product.  To help you navigate all the different types of billing questions you may have, we’ve put together a little hub of content to provide guidance and support.

 

Some of the questions that we answer below are:

  • How do I understand everything that is in my bill? – Wireless, U-Verse, DIRECTV Customers
  • What will my first bill look like, and why is it different? – Wireless and U-Verse Customers
  • What happens to my bill when I make a change (prorated charges)? – Wireless and U-Verse Customers
  • How will my combined bill be different? – Wireless, U-Verse, and DIRECTV Customers

 

We know we can’t answer all of your questions here, as there will be some things that are account specific, but we hope that the information provided below will be able to answer most of your questions.

 

Tim, AT&T Community Specialist

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

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.
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Message 1 of 15
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Accepted by topic author Community Support
Accepted by ATTMobilityCare
‎06-23-2017 2:35 PM

Re: Wireless, U-Verse, and DIRECTV Billing Help

Included in the breakdown below are some of our most helpful links to help you understand and navigate your bill.

 

Wireless Customers

 

U-Verse Customers

 

DIRECTV Customers

 

As always, if you have more specific billing questions or concerns, please reach out to us directly via a Private Message to @ATTCares.

 

Tim, AT&T Community Specialist

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

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.
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Message 2 of 15

Re: Wireless, U-Verse, and DIRECTV Billing Help

I have talked to a dozen different people at the entry level position they keep me on the phone for an hour or so tell me everything is fixed when it isn't or put me on hold for 20 or 30 minutes for a supervisor and then hang up. Very bad customer support experience. I would like to talk to someone that has authority to really fix my bill so that it reflects what I was told it would be 2 months ago
Message 3 of 15
Administrator

Re: Re: Wireless, U-Verse, and DIRECTV Billing Help

Hello @417builder,


I'm sorry to hear your issue has not been resolved!  Please inform us of your situation and concern.  We can definitely help you out on our end!



I will need you to please send me a private message to @ATTCares to gather details for your account and situation.  Please also provide me with your name, account number, and the type of AT&T services you have (ex. Wireless, U-Verse, DirecTV, etc).  If there are any additional details which will be beneficial for further help, I would appreciate it. 


In the event I would need to contact you, I will be able to chat.  In order to Chat, please provide me a time frame which is best for you.  I will then send you a link with a 30 minute window to click on which will bring up our own chat.  Prior to clicking the link, you will need to be logged in your MyAT&T account in order for your account to be verified and authenticated. 


I appreciate the opportunity to help you!


Adam, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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 4 of 15

Re: Re: Wireless, U-Verse, and DIRECTV Billing Help

Help 

Message 5 of 15
Contributor

Re: Re: Wireless, U-Verse, and DIRECTV Billing Help

We are suddenly placed in collections for a service with wife ATT that was cancelled 30+ days before the end of its one year contract. In fact, the manager AND sales rep in AT&T store 14201 Cypress Rosehill Rd Ste 100 Cypress, TX 77429 281.256.3909 sat down with us and confirmed the contract was cancelled. I have contacted, Chris, the manager of the store (direct line 713-419-0871) about the matter but had to leave a voicemail. Chris and the sales rep confirmed that the contract was cancelled and would not be subject to automatic renewal (early July 2017) but your company is billing me.

Vanessa Stuckey Orr

vanessastuckey@hotmail.com

281-793-4754

Message 6 of 15
Contributor

Re: Re: Wireless, U-Verse, and DIRECTV Billing Help

6 months ago I spent over 7 hrs getting my bill straightened out. I was transferred to 5 different departments and finally was told there was an error and I had a zero balance. I just received a letter from collections for 60$ from AT&T. Again I have tried to reach someone and I am being directed all over the place. 

Cell phone 

land line 

dsl 

internet 

uverse

TV 

no one is taking care of this. 

I need to speak to a supervisor. 

I was just given another 3 numbers to try. One is not in service and the other 2 don’t have my information? AT&T customer service it terrible. 

 

Message 7 of 15
Tutor

Re: Wireless, U-Verse, and DIRECTV Billing Help

I'm trying to reach Adam...

Message 8 of 15

Re: Wireless, U-Verse, and DIRECTV Billing Help

  Please have someone give me a # to call to resolve billing issue from July, 2017.

I can't seem to get any help.

Message 9 of 15
Contributor

Re: Wireless, U-Verse, and DIRECTV Billing Help

So Customer Service sent me an email that I cannot respond to. 
I've been a customer with both wireless and internet for over 15 years and quite frankly considering leaving due to the customer service I am getting.
 
My wife and I have been trying to resolve this issue (consolidate internet and wireless billing) for several days now. 
It seems that we re-invent the wheel and have to go through everything with each and every person and every day we address this one item. No record of the issue is maintained with a #.
We've dealt with over a half dozen customer service folks on the phone and were directed to go to a specific Corporate store to verify ID.
That visit was a nightmare as nobody could assist us and they tried calling on the phone. This ended with one call going to voice mail and being disconnected and another being unable to resolve the issue.
Store management tried to fix things and when they were unable to do so, they decided we should close our accounts and open another (with the usual fee).
That was not acceptable as I shouldn't have to pay a fee because of an internal administrative error within AT&T.
 
I am anxious to get this resolved. Please let me know what steps I need to take to fix this.
Thanks.
Message 10 of 15
Contributor

Re: Wireless, U-Verse, and DIRECTV Billing Help

 

HELLO! My name is Kamil Moffatt i have had AT&T U-VERSE INTERNET FOR OVER 4 OR 5 YEAR I  CANCEL MY ACCOUNT IN EARLY NOV 2017 BUT THEY STILL CHARGE MY BANK FOR NOVEMBER 2017 AND DEC 2017 I CALL THE OFFICE AND THE GUY SAID HE WOULD REFUND MY MONEY PLUS MY OVER DRAFT FEES I HAVENT REC A PAYMENT YET AND THEY CALL ME BACK TO COME BACK SO I came back in jan 2018 and the manger at AT&T  SAID HE WOULD WAVE THE INSTALLTION FEE AND CHARGE ME MY REGULAR MONTH OF 40 DOLLAR SO I SAID OK NOW MY BILL SAID I OWE THE INSTALLATION CHARGE AND THE MONTHLY FEE I  TOLD THEM THE MANAGER GOT ON THE PHONE AND SAID HE WOULD WAVE THE FEE THEY SAID THEY HAVE NO INFO OF THAT I ASK THEM AREN'T ALL THE CALL RECORDED THEY SAID THEY CANT FIND IT. I HAVE BEEN LIED TO AND  HUNG UP ON MANY TIME. I  HAVE BEEN PROMISES TO GET A  CALL ME BACK AND HAS NEVER GOTTEN A  CALL BACK, THEY SAY ALL THE CALLS ARE BEING RECORDED BUT THEY CANT FIND THE CALLS. I have referred 6 people to get AT&T U-VERSE ACCOUNT I HAVE BEEN WITH YOU ALL FOR OVER FOUR YEARS.



Message 11 of 15
Anonymous
Not applicable

Re: Wireless, U-Verse, and DIRECTV Billing Help

AT&T has knowingly continued to bill us for a cut line after Uverse was installed.  They stopped billing for a while after we had an AT&T store rep call to back us up on the cut line and to stop billing. AT&T technicians have been to our house several times and verified the double-ring/fax line was cut when we got we Uverse.  The billing stopped for a short time and then resumed and various discussions with various AT&T reps in several places led my husband to think he had to keep paying the fraudulent bill in order for AT&T to investigate and stop the billing...and to keep the working phone we do have (including 911 service).  The other fax, double ring number was cut and disappeared the day we got Uverse -- we even have an AT&T phone book from that year that shows the number no longer exists and we have only the one number we have been paying for on our Uverse-internet bill.  But AT&T kept sending the cut-line bill and told us to pay it.   That investigation never happened, we kept paying, and finally until finally got to the president's office and the "escalation team."  Various reps said to keep paying the bill.  Now one is saying that since he kept paying the bill, they can only refund part of the payments he has been making for a cut-off service that didn't exist.  As the rep said, "The service was cut but the billing wasn't."  Since they don't want to pay back so much money, they sometimes say he shouldn't have kept paying bills..but AT&T kept sending bills and their reps and phone recording says they will not talk about the cut line unless he keeps paying.  At various time, reps said that it would be resolved within 10 days, or 1 week, or...many promises, no one calls back, everyone says service was cut, the bills keep coming.  Then one says something like that while the ATT technician said the line was cut, the ATT store sales rep says the line was cut, the listing for that double-ring-fax number is literally not in the ATT phone book from that year that we still have, that the copperwire double-ring fax line was cut when we got digital/VOIP Uverse, that we have been fraudulently billed and told to keep paying in order for this to resolved, they now might not be able to pay back the full amount of money they have taken for so long since my husband kept paying the bill?  We'll go to the FCC, as far as possible.

Message 12 of 15
Contributor

Re: Wireless, U-Verse, and DIRECTV Billing Help

Sounds like they are hoping you get tired of fighting and just continue to pay. In my case, I renewed my contract and discovered by accident that I was unknowingly set up to pay monthly for a Directv Now account. Someone at my local AT&T store set up a fake Yahoo email using my name and billed DirecTv Now service to their device. I happened to notice the recurring charge on my credit card 5 months after the fact. DirecTv Now refunds only a few months - not all of it. I'll have to see if At&T refunds the rest or whether I have to turn this into a police report issue and a local television station consumer advocate news story as well as FCC.  Good luck with your struggle.

Message 13 of 15
Contributor

Re: Wireless, U-Verse, and DIRECTV Billing Help

I have been over charged for 4 months now to the tune of $200 ($54/mo) and ATT customer service admitted the mistake and took responsibility.  My service was turned off for non-payment of $124 and customer service says they cannot backdate the charge.  I signed up for $100/mo service NOT $154.  How can I get this resolved?

Message 14 of 15
Tutor

Re: Wireless, U-Verse, and DIRECTV Billing Help

The same exact thing has been happening to my husband and I regarding our wireless service.  It’s been going on since April 2017.  We still have no resolution.  If you find a way to solve this problem,

please let me know.  It’s so frustrating to deal with AT&T horrible customer service.

Message 15 of 15
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