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klyates25's profile



1 Message

Tuesday, August 7th, 2018 11:41 PM

Internet 24 Promotion Not Honored -- have email proof



There was an internet price increase on my May bill.  So, I went online to check other options.  I found an option that offered a $25/month discount for the Internet 24 plan.  My next bill did not reflect this discount so I called and chatted with AT&T reps.  They told me I would receive an email follow up and/or see the correction on my next bill.  Neither happened, so I called and chatted with AT&T reps again.  They basically said what I saw online and received via email was not available and I just had to pay it?!!  I find this outrageous.  AT&T made a mistake and the customer has to suffer?  I am posting this here hoping that I will be properly credited/refunded.  Here is my the email without my account number:


Installation Details
Service Activation Date
Internet May 19, 2018

Thank you for your order! This is a confirmation summary of your new order or service change. This is not a bill. Every time you make a change to your service, you will receive an updated order confirmation along with instructions on how to access your updated Service Summary.


Visit att.com/myatt   Call800.288.2020

Access your Service Summary 
at att.com/myatt

Having trouble locating your Service Summary?
Click here for instructions

Order Confirmation Summary

Remember to access your Service Summary for more detail along with important information on the policies, warranties, and other information related to your service.

First Bill
Monthly Charges + One Time charges + Estimated Taxes/Fees/Surcharges + Proration$ 56.70
Monthly Charges One-Time Charges

AT&T Service Total

$ 54.00$ 0.00

Internet 24*

$ 72.00 

High Speed Internet Equipment Fee:

$ 7.00 

Internet 24 Promotion

-$ 25.00 
Proration $ 0.00
Estimated taxes/fees/surcharges$ 2.70 
TOTAL$ 56.70$ 0.00

Community Support


232.9K Messages

6 years ago

Hi @klyates25,


To fully assist with this issue further, we will need to look over your account in more detail.

I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to my message with your specific account details.

I look forward to your response and the opportunity to help you! 

Rury,  AT&T Community Specialist

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