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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

*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.
53,145 Views
Message 1 of 45
Contributor

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

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. 

Message 16 of 45

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

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

Message 17 of 45
ACE - Master

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


@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


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. 

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 45

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

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​
Message 19 of 45
ACE - Master

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


@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​

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. 

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 45
Contributor

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

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.

Message 21 of 45
Contributor

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

I'm having the same problem.  Spent many, many hours listening to that AWFUL, annoying background music (whilst trying to work at the same time).

After being transferred to no less than 15 "agents" (most of whom were difficult to understand), my issue remains unresolved yet I was billed $163.74 for an unsuccessful repair attempt.  Infuriating!  Makes me wish "60 minutes" or a local newspaper would do an investigation into the deplorable customer service at AT&T.

Message 22 of 45
Contributor

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

I have little confidence that this message will actually be seen and responded to by someone.  Called ATT shortly after receiving bill on which we had lost $75 in monthly credits for DirectTV.  Agent said that the two credits would be restored and that we would receive $75 credit for the current month. She said it would take a month or two for credits to show on billing.  I asked for and she gave me a confirmation number regarding the visit.  After not seeing any credits in subsequent two months, I called to resolve issue once again.  I provided specific time of the previous conversation and the confirmation number.  After much waiting, was advised that the employee should not have said that the credits could be restored.  They said the best they could do is a $40 monthly credit and a one time credit of $35.  I threatened to cancel service to get to the "Loyalty" department, a tactic I had learned from previous experience.  After reviewing situation again with "Loyalty" representative, she said that there was no documentation of the original visit and that they could only offer the $40 monthly and $75 credit.  I said I would think about it.  Called again next day and said "cancel service" so I could again get to "Loyalty" Department.  Explained everything.  Again, they were sorry that an employee had told me something they could not confirm.  I said that they could confirm by going to the recordings since I had specific date and time.  She said she could only offer the $40 and an $85 credit.  I asked how I could file a written complaint regarding their unwillingness to honor a commitment by one of their employees.  She said there was not place to do that and gave me a corporate office number.  I called that number and it was, as expected, another recording.  I ended up talking to someone in billing who told me there was a place on the www.directtv.com website to file a written complaint.  I found nothing, but ended up here.  I have a master's degree in quality management.  AT&T does not have its focus on the customer.

Message 23 of 45
Contributor

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

I wanted to put a big customer complain on direct tv customer service . We been treated so disrespectful and been lie to us several time . We been over charge every single month and they keep promise us a refund and it never happens . Last call was today 9/12/2018 and we were kept for 45 minutes without nothing resolved. Yesterday was the same thing which they told us to go to a store and we did buy nothing is resolved . Try every single way send an email ask for a supervisor but nothing been resolved. Last guy we talked with Mike MS9765 wasn’t not helpful att all with no personality or interest to resolve any issues. Your customer service never resolve never helps and they are just automatic robots. That’s why you guy would keep losing customers. 

Message 24 of 45

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

I am past fed up with AT&T  and the utter lack of any type of customer service.  I have had my phone service disconnected, and then been charged reconnect fees and late fees, all over a phone that was returned but your bright employees recorded the wrong return  authorization code.  This has resulted in" over fourteen hours of calls to AT&T, my phone being disconnected three times (currently experiencing the 3rd of 3) my bank account robbed for 900 dollars one week before my rent was due.  And AT&T refuses to credit my account for any of the harm they have caused me.  Or for the over 14 hours I have spent attempting to get someone there to resolve it.  They offered 25 dollars for my trouble!  Are you kidding me?! 

 TO ALL OF YOU WHO DO NOT KNOW IT..YOU CAN TAKE AT&T TO COURT.  ARBITRATION IS THE FIRST OPTION AND YOU CAN GET THE FORMS ON GOOGLE.  JUST GOOGLE ARBITRATION WITH AT&T.  They explain what to do.  It includes filling out a page with your identifying information and then explaining why you are suing AT&T.  I am suing for new phone service and anything that is outstanding on their idiotic bills.  

AT&T is not a company that is designed to be supportive to its customers..  It is a real shame.

You used to be a decent company.  I have been outright lied to by no less than four AT&T representatives.  Directly lied to!  

It is outrageous.That my phone has been shut off three times and I have no phone service and the second time I was actually job hunting when my phone was shut off.  Again, this is for a returned phone that every single person says AT&T has it.  They can see that it is there, but somehow they can't correct my account?  I am SO OVER AT&T and their lying ways

 I am suing and I hope to God every other person does too.   It is outrageous what this corporation has turned in to.

Money grabbing, dishonest, thieves.  What a sad sad statement for the oldest phone company in the United States.  

 Bummer

 

Message 25 of 45
Contributor

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

I've been a 16 year loyal customer with Direct TV to include the NFL Sunday Ticket but Im now tiered of dealing with ongoing billing problems. This is my last attempt before I cancel my complete package deal and move on to Dish satellite.  Early Sep 2018 I contacted direct tv about them over charging my NFL Sunday ticket.  I made a complaint and the agent told me that the Red zone had increased but she could offer me a better rate of $65 for the next 12 months. I told her I never wanted the Red Zone. I was instructed to pay $279 on the spot and i did so. This past Tuesday 9 October 2018 a direct tv agent contacted me again by phone  and stated I was late of a $65 payment. I called another agent name Queen who sated he could not find my report of me speaking with the previous  agent even though they state ALL calls are recorded. He then stated he could take $60 off my bill for the next 12 months. He stated on 15 October 2018 I need to pay $279. Today Oct 11th dierct tv agent called yet again and stated that i occurred another late charge of $65 and now my bill is $411. When i asked to speak with a supervisor they stated that I must make the payment of $65 and that they would try to correct the problem but I refused to make that payment because they need to go back and listen to the recorded phone conversation to see exactly what the previous agents told me. I'm sick of all the lying back and forth especailly to a loyal household like mine, Mr Jose was the supervisor I spoke with and he stated he would put my account on hold until 24 October until they could figure out what was going on. I told Mr Jose that I would take this issue to a higher level if they could not resolve this problem. Jose the supervisor agreed and promised no one else would be calling and harassing me until they could resolve my problem. this is my last effort before I move forward.

Message 26 of 45

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

Dump them!
Message 27 of 45
Contributor

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

Same thing with me! This has to stop. 

Message 28 of 45
Contributor

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

WOW!!! How heartless is ATT. I'm a single mother and my service was disconnected for $231. My service has not been working properly, internet & terrible Direct TV. My bill is ENORMOUS and no idea how it got that way. NO ONE WILL HELP ME. My Uncle has Cancer and I have been helping him financially because he cannot work. SHAME ON U AT&T. Unbelievable. I may even lose my job due that I work from home. 

Message 29 of 45
Contributor

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

 WOW!!! How heartless is ATT. I'm a single mother and my service was disconnected for $231. My service has not been working properly, internet & terrible Direct TV. My bill is ENORMOUS and no idea how it got that way. NO ONE WILL HELP ME. My Uncle has Cancer and I have been helping him financially because he cannot work. SHAME ON U AT&T. Unbelievable. I may even lose my job due that I work from home. 


@Sherbeth18 wrote:

WOW!!! How heartless is ATT. I'm a single mother and my service was disconnected for $231. My service has not been working properly, internet & terrible Direct TV. My bill is ENORMOUS and no idea how it got that way. NO ONE WILL HELP ME. My Uncle has Cancer and I have been helping him financially because he cannot work. SHAME ON U AT&T. Unbelievable. I may even lose my job due that I work from home. 




Message 30 of 45
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