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pdunnsr's profile

New Member

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3 Messages

Wed, Sep 28, 2022 10:34 PM

AT&T Blatant overcharge!!

In March of 2020 I went into a local AT&T store and upgrade (4) of my phones. Unbeknownst to me the sales rep added (3) additional lines to my account. Since I am set up on autopay, I didn't recognize the additional charges for about 4 months. When i did realize the error, I was told to go back to the store and have them fix the problem.

After multiple attempts to get to my original sales person (also the manager), I was told he was fired. I was able to get the District Mgr. name and number, who promised to get it cleared up, but it would take about 30 day. Needless to say when that didn't happen, I called him again, only to have him say he needed more time. Eventually he stopped returning my calls.

I then went back to the store and now met a (3rd) manager, who had no idea where to start. (more of the same runaround with no resolution).

Fast forward to 9/4/22, I decided to contact AT&T directly again .. repeated the entire history with a customer service rep who CONFIRMED:

- (3) extra lines were added without authorization.

- Saw the notes on my many attempts to get it corrected.

- excess charges of over $3,200.00

- Sent notice to the Fraud Dept of the history/conversation.

- Advised me to follow up with the Fraud Dept. for Credit and gave me their #, which I have come to find, doesn't get answered.

9/28/22 I have spent a total of 2.5 hrs on the phone/hold with Customer Service and then the "Loyalty" Dept, only to be told...yes, the lines should not have been added .... yes we see that we overcharged you over $3,200, but there isn't anything we can do for you, even though we are in the wrong .... even though you have been with us for over 25 years !!!!

Needless to say, I am Blown away by this response !!!!! I have 1 month left on my contract ... plenty of time to see what the other carriers are offering!!! After 25 years, I"M GONE!!!!

Let's see what the FCC and BBB have to say about this! 

OttoPylot

ACE - Expert

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19.2K Messages

2 months ago

Definitely file a complaint with the BBB but what you have working against you is the fact that you waited so long to recognize the mistake. The other issue is if you went to a Retail Store, and not a Corporate Store, you did business with an independent retailer and not AT&T directly. The Retail Stores are independently owned and operated separate from AT&T. They just resell AT&T goods and services.  They are not AT&T nor are they staffed with AT&T employees and this is something that a lot of them do.

You should have seen the line additions on the paperwork you received or at the very least, checked your account online after your purchase.

New Member

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3 Messages

2 months ago

The new lines were not on the paperwork, but I see your point, I could have / should have checked the bill sooner, but life happens , you get busy, and you mistakingly trust the company that you have upgraded 60+ phones with, do do right by their customers. Loyalty doesn't matter anymore ..... Lesson learned.

ACE - Sage

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102.1K Messages

2 months ago

Wait... so two and a half years ago extra lines were added to your account that you didn't need.

4 months later, approximately July of 2020, you realized you were being charged a lot more than you expected, found the lines on the bill, and you contacted at AT&T

- and did what? 

DId you ask AT&T to cancel the three extra LINES?

Then you waited 2 years to bring it up again?

Why?

At&t, along with many other businesses gives you 3 months to notice errors on your bill and bring it to their attention for a correction. The time to get this fixed was 2 years ago when you first contacted at AT&T when you noticed you had three extra lines you didn't need. 

I guess you'll be reading the bill at your new service provider a little more frequently.

New Member

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3 Messages

2 months ago

Appreciate your feedback . for time and space constraints, i did not list every interaction, store visit or phone call that I had with them, nor did I wait 2 years to bring it up again.

Various individuals confirmed their records show everything I claimed was accurate. The problem is they have continually refused to either rectify the errors or claim they can't/won't.

PS If a company charges you too much on a contract agreement, and for whatever reason you/your company doesn't catch it immediately, that in no way relieves them of the responsibility to make restitution, just as if they made a mistake and undercharged you for a contracted agreed upon price, that doesn't relive the individual of owing said company the total of monies due.

OttoPylot

ACE - Expert

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19.2K Messages

2 months ago

As I mentioned before, if this was a Retail Store then you technically did business with them, not AT&T. And if a mistake or something else nefarious was done, then your complaint would be with them and any subsequent action you deem is necessary, even though you would be bound by the binding arbitration clause.

GLIMMERMAN76

ACE - Expert

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23.5K Messages

2 months ago

What contract?  You have a phone loan contract.  Service has no contract tied to it.

ACE - Sage

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102.1K Messages

2 months ago

@pdunnsr

The FCC or Better Business Bureau complaint should have been your second stop back in summer of 2020 when the store where you made your purchase did not correct the error, and AT&T said they couldn't either.

Allowing it to drag on for 2 years?   No.

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