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Re: 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

*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 45

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

I need help immediately. I'm over Att. 

What we have been through the past few weeks is deplorable. Literally hours on the phone with no help or assistance. On October 17th last week I literally spent 5 hours, I have it documented with no resolution. Finally the next day after an hour and a half, Delma in Loyalty Services remembered me from a previous conversation on Oct 5th and was able to help me. She turned my phone back on, apologized and asked for us to give Att another change. Well, here we are a week later, and the same thing. I want an address to mail the phones back, you can keep them. I don't have time to call you back over and over only to be passed around from department to department for hours at a time, only to to get no resolution. 

 

Is there a real person who wants to resolve this or care that your customers are being treated so horribly? Or do you not care at all?

 

Message 31 of 45

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

You won't get a response from ATT to your post. Despite the name of the
site, it actually has nothing to do with ATT
Message 32 of 45

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

Contact your state's Department of Consumer Protection and report this incident. 
Message 33 of 45

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

Oh I will.
We just left the store after 2 hours & still no resolution. They are literally making it up as they go. Worst experience ever.
Message 34 of 45
Contributor

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

I got 4 lines from Melville At&T store in July 2018 and traded in my iphone from sprint. I was supposed to recieve $250 credit for the trade in, however I have not received any credit so far it is 4 months now. Its November 2018. I went to the store numerous times and every time the store manager says he has escalated the case but nothing happens. I have not recieved my trade in money. Can you please help? Can a regional manager of suffolk county area please help look into this. I would really appreciate getting my trade in money for my iphone

Message 35 of 45
Contributor

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

I decided to cancel my Directv after 2 weeks of having been installed because it wasn't worth the money and after getting a mock bill It was gonna hurt my budget for my family. I spoke to a representative about cancellation after being told by the sales rep that for any reason I had to cancel my service I had 30 days to do so or before my first bill was due without being charged cancellation fees. I called billing and asked about cancellation and told them what the sales rep told me, they said yes that is true. On a recorded phone call I specifically asked "Will I be charged cancellation fees for this" they replied No. I asked a different question "So because i am within 30 days of my service and haven't received my first months I won't be charged cancellation fees?" she replied "YES". 

Yet I am being charged over $500 for cancelling after being told I wouldn't be, No One has been helpful in resolving this. I have been lied to multiple times on who to contact and talk to about this and I am P'D THE _______ OFF. 
I hope this gets attention so I can start ripping a new one to the person in charge!

Message 36 of 45
Contributor

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

Please have someone give me a number to call to resolve billing issue from Nov, 2018. 

I can't seem to get any help.

Message 37 of 45

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

They won't respond to requests on this forum. You have to call them
directly
Message 38 of 45
Contributor

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

I HAVE BEEN "GROSSLY" OVER CHARGED SINCE JULY-AUGUST. THREE SEPERATE TIMES , MIND YOU IT TOOK 2-3HRS OF MY TIME EACH CALL, BUT ATT WAS SUPPOSED TO CREDIT MY ACCOUNT AND UO TIL NOW, "NOTHING." WHEN I DID NOT PAY ALL THE CHARGES FOR THAT REASON ALONE MY SERVICE HAS BEEN SHUT OFF "AGAIN" IN THE LAST 3 MOS. SO THEY CAN CHARGE YOU A "TURN BACK ON SERVICE/AS WELL AS A FEE FOR SHUTTING YOU OFF. “THREE" DIFFERENT OPERATORS I SPOKE TO AND THEY ALL SAID THAT I WOULD SEE THE CREDIT FOR THE MOS IN QUESTION. THEY WILL NOT CREDIT/NOR TURN THE SERVICE BACK UP. I AM TAKING MY LINES OVER TO VERIZON. AT LEAST WHEN I SPEAK TO THEM I CAN "understand" THEM clearly, IF YOU KNOW WHAT I MEAN, and They DO NOT just say, "WE ARE SO SORRY SIR. I UNDERSTAND YOUR FRUSTRATION. PLEASE HOLD WHIKE I FIX THIS FOR YOU." and NOTHING.

 

COMPLETELY DISGUSTED W/TERRIBLE SERVICE AND EVEN " WORSE" CUSTOMER SERVICE,

=Bill C.

Message 39 of 45
Contributor

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

I've previously spent hours on the phone with representatives in regards to an installation order for Internet service that I canceled prior to moving, but yet I was charged a bill for services that ended up in collections....a bill for services never received nor installed.  I chose to go with Comcast/Xfinity instead when I moved because of the lack of available date and time slots for installation with ATT.  Therefore, I canceled the transfer request with ATT.  Each time I spoke with a representative in regards to this issue, I was put on hold for extended periods only to be told that the issue would be researched further and someone would get back to me.  Well guess what?  No one ever got back to me and now this account is in collections and has left a negative mark on my credit report. 

 

This is in regards to order ***** for account number XXXXX7839 according to the order information.  Is there someone I can speak to about this who will truly do something to properly research this account and resolve this matter?  I'm at my wits end with asking ATT to correct this and [Per Guidelines:  Keep it Relevant and Appropriate]. I should not be billed and sent to collections for services that were not provided.

 

Please advise.

 

Thank you,

 

Nisha [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

 

 

 

Message 40 of 45
Anonymous
Not applicable

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

Hello,

 

Over the last week I have talked to numerous wireless customer service agents regarding errors in my bills dated December 17, 2018 and January 17, 2019.  Both bills have been paid in full via AutoPaymens.

The bill (totally $203.14) dated 12/17/18 specifically and clearly states we was charged for services for “Dec 18 – Jan17.”  Next bill (totally $49.50) dated 1/17/19 also clearly states we are charged for services for “Dec 21 – Jan17.”

 

After being a loyal customer for almost a decade, we cancelled services/ported our numbers (four) to a different wireless provider on December 21, 2018.  Since we cancelled our service 4 days into the billing cycle for which we have already paid $203.14, we should have received a prorated credit as opposed to being charged an additional $49.50. 

 

I reviewed the bills with numerous customer service agents and they all agreed it was in error in the system and they would be “addressing the issue,” “the account should reflect the changes within 24 hours,” etc.  After a few days of those responses, they were not able to address it due to the account being “Cancelled Status.”  I finally spoke with a manager at one of the customer service centers, during which he tried a few ways to rectify the situation and refund our money.  He was also unsuccessful.  He advised me the only option available left to me at this point was to file a complaint/open a case with the AT&T's president's office.  The phone number he provided me with leads to another customer service center.

 

I am extremely disappointed in this entire situation.  This only validates our decision of leaving AT&T and also makes us not consider them for any future services.  

Message 41 of 45

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

Please help, after many promises i havent had a resolution and my bill has been over 200+ the last couple of Months. i just want what was promised in my Directv Bill

Message 42 of 45

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

If you feel like you are being taken advantage of and no one is helping you - and especially if you are being overcharged per the agreement - you really should contact the Department of Consumer Protection & file a complaint.

Message 43 of 45
Highlighted

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

Your absolutely right. But i feel like they will fix this. So one week, if no attempt to reach out to me and truly try to fix this issue then i don't have any other options. Appreciate the direction, I was not aware there was such a thing as Department of Consumer Protection. Much appreciated  Iwuzrobbed. ill keep editing, maybe offer advice as well. 

Message 44 of 45
Contributor

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

I've been trying to reach the supervisor I talked to last night I'm being told by a rep that they see where I talked to the supervisor and the call was drop. That's true I want to speak with her because she knows more about my concerns. Only a supervisor can solve my problem but I'm getting the run around. Please help!

Message 45 of 45
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