AT&T Community Forums

Over-charge on ATT internet service since this Feb

I have had ATT Internet 300 services for almost 2 years with a monthly charge of $45.60, including tax & equipment fee.

I received an email from ATT on 01/12/2023, saying “We wanted to let you know that starting February 26, 2023, the rate on your AT&T Internet plan is increasing by $5 per month. To help offset the impact of this price increase, we’re offering a $5/mo. discount on your internet plan if you sign up for AutoPay and paperless billing at att.com/autopay. If you already have both, you’re all set! We’ll automatically apply the discount within two bill periods.” I completed enrollment for both AutoPay and paperless billing on 01/14/2023.

The new charge of $50.60 started from this Feb. I contacted ATT via the online chat on 03/08/2023:

a. I was confirmed by the staff (Adam):” I have accessed your account and I can see that you have enrolled for autopay and paperless bill on 1/14/2023.”

b. I was promised: “In that case your discount will be added to your account within 2 billing cycle. that is from your next bill your discount of $5 will added to your account. You will be getting this discount for ever from the next bill onwards.”

As ATT continued to charge $50.60 without the discount, I contacted ATT again via the online chat on 06/15/2023. The ATT staff (Alwin) understood my concern quite well and promised to add $10 refund to my account.

Obviously, Alwin could not solve this issue in the ATT system, though I did receive one-time credit of $10, as I am still being charged $50.60 per month till today. I do not want to waste time contacting ATT again and again via online chat or by phone call, because the customer support staffs cannot solve the ATT system problem.

Appreciate for any idea from this forum to solve this over-charge issue.

Responses

Accepted Solution

bluesky_2023

4 Messages

2 months ago

I promised to share an update for this case and here it is:

1. the ATT solution was quite simple, that is, just raised the price by $5 again so that no more argument. However I never received an email or a letter informing me that the monthly charge was increased again within 6 month. It seems that this increase was just for offsetting the discount as promised.

2. The time for this case:

a. 01/12/2023: received ATT email informing me that the monthly charge would be increased by $5 and a $5 discount was offered on condition of

Autopay and Paperless bill

b. 01/14/2023: I completed setting-up Autopay and Paperless bill.

c. 03/082023/06/15/2023: contacted ATT via online chat and was promised in both chats that I would receive the discount. I even received a

customer service summary confirming the discount on 06/15/2023 from ATT

d. 07/15/2023: as per David, ATT sent me an email on this day informing a $5 increase on my monthly charge. But I never received this email or anything

else from ATT about this increase.

Anyway, thanks for David's time on this case!

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gr8sho

ACE - Professor

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4.7K Messages

3 months ago

You're paying less for your better fiber service than I am for older 100/20 copper service. Just sayin'...

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ATTHelp

Community Support

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225.6K Messages

3 months ago

Hi @bluesky_2023,

We understand your concern about the internet charges. No matter what problem you are experiencing, we always want to provide our customers with the best support! We’ll be delighted to help!

Due to the nature of concern. We'd need to move this conversation into a DM.

Look out for notification towards the top right corner of your page next to the bell icon.

Looking forward to talking to you.

David, AT&T Forum Specialist

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JefferMC

ACE - Expert

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33.5K Messages

3 months ago

AT&T is only offering autopay credits if you use a debit card or a checking account. If you used a credit card for your autopayment, that may be the issue. I hope that ATThelp can assist you. Post back here and let us know how it went.

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