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keithrenninson's profile

New Member

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4 Messages

Tuesday, November 22nd, 2022 12:10 AM

Being billed for a phone I don't have

Lynn,

I've left a detailed message before but we got cut off because I had to leave for the weekend...can we start over again with a new link for a message on this community forum?

Thank you!

Keith......

New Member

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7 Messages

2 months ago

Good luck with that… I have been dealing with this same issue for months!

I became aware of the additional line on or around May2022. After calling several weeks thereafter, I was informed by a customer service representative that I would be reimbursed since I did not authorize the additional line or charges in the first place. She also stated that she would cancel the line and I agreed to this. The next month, I noticed that my bill was twice the amount that I expected. After speaking with another  customer service representative, I was informed that I was being charged an additional $229 because the phone line still had a balance. It was at that point that I was informed that in November 2020, an iPhone mini 12 was added to my account without my consent. For two years, I was charged for the device fee and I was unaware because at the time, I had several other lines and did not notice the additional charges as it was only $25 per month. According to customer service representatives, the line was never utilized. When I asked if there was a name associated with the added line, I was informed that it was my family member and although they were transferred to another AT&T account, they could not transfer responsibility for the line without their authorization. I called back in with the family member and the story immediately changed and I was informed that someone produced my phone number in November 2020 to purchase an iPhone 12 without my authorization. I was instructed to file a fraud incident online. I receive a response in days that an investigation had occurred and no fraud was detected. At no point has the fraud department contacted me or anyone else associated with this account to get a thorough understanding of this incident. Since then, I have been given the runaround and treated with downright disregard for my situation. As a customer that has been loyal to AT&T/Houston Cingular since 1998, I expect better regard and customer service from this company. I have consulted with an attorney and I will follow up with a (Edited per community guidelines) if this is not resolved immediately.

(edited)

ATTHelp

Community Support

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207.1K Messages

2 months ago

Hello @Drelly, this is certainly not the experience we want you to have, and we want to help by investigating your billing concerns further. 

 

Based on the information you've provided, we want to bring you into a Direct Message for further assistance. Please check the message icon in the upper portion of the page and reply. 

 

We can't wait to hear back from you, and we hope we're able to resolve your concerns. 

 

Thanks for contacting the AT&T Community Forums. 

 

Lynn, AT&T Community Specialist 

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