Wireless, U-Verse, and AT&T Internet 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.

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.

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.

I've had the same problem for months and can't get anyone to help me.  I've had one good experience with someone on chat who was able to solve in about 7 to 8 minutes problems I'd been trying to rectify since the day I signed up. I experienced the same dropped calls from so-called "supervisors" or never returned calls from the same supervisors who promised they'd call me back after they looked into the problem.  AT&T is making so much $$$ every quarter, especially since the new tax cuts and yet their customer service is horrific. Can you imagine what they'd make if they had competent people working for them or if they cared? I've had a problem with my bill every month and still can't get it taken care of.  I start early in the morning trying to call them, am told they will call back or go on Chat to try to figure it out but am usually paired with someone who doesn't understand what I'm saying.  Yes, I do have a problem with them hiring foreign chat agents when they could easily use people here in the U.S. who speak English properly.  I had to tell the person on Chat tonight 6 times that I wasn't calling only about the receiver and that it was the one thing they took care of earlier that day.  Now my bill is due tomorrow and I can't find anyone who I can notify that my debit card listed for payment will not work due to someone stealing my husband's wallet and running up $9k in charges between our debit and credit cards! To say I'm frustrated is putting it mildly. Is there anyone at AT&T that cares about the job they're doing? Thankfully, I'm only locked into this contract for a year because I'm finished with them once the year is up. 

I have 2 iPhones, an iPad, an Apple Watch and all my TVs on ATT.  One of the phones is my son (moved over recently from Verizon when his father died).  The website said my son was eligible for free upgrade.  He went to the ATT store yesterday and I was billed over $800 for his new "free" phone.  Last night I spent over an hour in customer service chat and attempting phone (they  hung up on me).  If this phone isn't free, then I am switching back to Verizon as this has been a very distasteful interaction after years of being a loyal, high value customer

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@groves1234 wrote:

I have 2 iPhones, an iPad, an Apple Watch and all my TVs on ATT.  One of the phones is my son (moved over recently from Verizon when his father died).  The website said my son was eligible for free upgrade.  He went to the ATT store yesterday and I was billed over $800 for his new "free" phone.  Last night I spent over an hour in customer service chat and attempting phone (they  hung up on me).  If this phone isn't free, then I am switching back to Verizon as this has been a very distasteful interaction after years of being a loyal, high value customer

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There has been a misunderstanding somewhere along the line. Being eligible for an upgrade to does make you eligible for a free phone. If the website said "free upgrade," the only thing free would be the upgrade (i.e. no upgrade fee). 

AT&T's no just going to hand over free phones without getting something in return. 

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@groves1234 wrote:

You should have stopped your reply before typing "AT&T's not just.."  That is absurd to say to someone whose bill every month is $400-600 and has been for years.  I don't get anything free from AT&T.  In fact I pay a premium to AT&T relative to what I would pay your competitors.  Also you website is misleading entirely.  You have now confirmed my commitment to call Verizon, Sprint and to get as far from AT&T as I can get​

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Exactly, AT&T's getting $400 - $600 from you every month. They aren't going to give away something unless that gets them something more. 

They aren't my competitors nor is it my website; this is  community forum, not AT&T.

If you don't want to pay for the phone, you have 14 days from the date of purchase (inclusive) to return for a refund. 

Same issue here with our wireless service. We are new customers and the bill is all wrong. I’m 3 weeks now I’m disputing 1 bill and customer service has lied to me , wasted my time on the phone. I’m mentally exhausted and going to CANCEL due to no resolution.