06-23-2017 2:34 PM
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:
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
Solved by: Go to Solution.
- edited 09-26-2019 8:44 AM by davidbk
Included in the breakdown below are some of our most helpful links to help you understand and navigate your bill.
Tim, AT&T Community Specialist
09-20-2017 10:05 AM
09-26-2017 1:48 PM
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
11-30-2017 8:38 AM
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
02-03-2018 7:08 PM
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.
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.
02-12-2018 7:30 AM
Please have someone give me a # to call to resolve billing issue from July, 2017.
I can't seem to get any help.
02-12-2018 9:10 AM
02-27-2018 10:29 AM
03-03-2018 11:55 AM
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.
- edited 04-24-2018 9:57 PM
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.
05-10-2018 6:18 AM
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?
06-04-2018 8:56 AM
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.
Visit these related resourcesView AT&T Bill Help!