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CallerOnTheLine's profile

New Member

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18 Messages

Thursday, January 26th, 2023 3:45 AM

Closed

Billing discrepency

I signed up for this service at the beginning of December and got a bill in the mail saying it was going to cost $120 a month. With the first payment being due on Jan. 15th, a partial payment for November to December and a full payment due for December to January. I spent 3 hours talking with customer support to sort it out and they assured me the fees were corrected. I just got a confirmation code in the mail, signed into the online account, and now my account say's I'm being charged $95 a month, with a full month being charged for November to December. I spent 3 hours trying to fix this with representatives that barely spoke english, being passed around from one department to another. I AM A BRAND NEW CUSTOMER AND THIS WAS MY FIRST TIME CALLING IN. 

ACE - Expert

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64.7K Messages

1 year ago

None of that actually identifies any discrepancy. What’s the discrepancy? Are you disputing the dates you are being charged for or the charges or both? Without knowing what plan you have or how many lines, no way to know if there is anything wrong. If you started service in December, there shouldn’t be any charges for November. If you want to provide the actual details of what you are being billed without disclosing any personal information, we can better assist you. Otherwise, if calls aren’t getting results, you can escalate to corporate by filing an FCC or BBB complaint. 

New Member

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18 Messages

1 year ago

When I signed up at the beginning of December they said it was going to be around $70 a month. I got a paper bill saying my first payment is due on January 15th. I will be billed at a rate of 120 a month. I was only on the line for a partial month, since I signed up in the middle of a pay period (Dec 3rd). I called customer service and spoke to them for 3 hours all together and it was the most confusing experience ever. They hardly spoke English, they said they understood and would respond like I said something completely different. Over and over and kept going with it like everything was normal. I get the feeling they just started saying yes to everything I said and were doing other things on the account. I go the USPS mail to confirm my account and sign in online and now it says I'm being charged at a rate of $95 a month. I was given a 20 refund on the January to Feb bill (not for the partial nov to dec). I think its for the previous month, bring it down to $75? But this month is still being billed at the $95 rate. This is my first month with the service. I seriously need to go through all this already? I need to call back and spend more hours sorting this out?

(edited)

Community Support

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231.5K Messages

1 year ago

That's not the experience we want you to have, CallerOnTheLine! Let's meet in a Direct Message (DM) so that we can discuss your bill.

 

Please check your Direct Message Inbox for a message being sent to you. Look for the chat icon next to the bell icon in the upper right corner of the Forums page.

 

In the meantime, we want to advise that the questions asked by @sandblaster are a great starting place. From what you're describing, it sounds like you're subscribed to AT&T UNLIMITED EXTRA PLAN which you can view at AT&T Unlimited Plans.

 

Keep in mind that the listed prices start after the AutoPay and paperless billing discount is applied to your bill, and that starts within 2 bills. Taxes and fees are extra.

 

In fact, it's possible to learn about charges you may see on your first wireless bill when you to stop by Understand your first wireless bill. Here, you'll find out why your bill may be higher than you expected and get an overview of those fees.

 

Be sure to watch for that message from us in your DM. We want to make sure you're charged correctly and that you know what to expect on your future bills.

 

Lar, AT&T Community Specialist

ACE - Expert

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14.2K Messages

1 year ago

That did not clarify anything. I can see why this was the most confusing experience ever. What does the USPS mail have to do with anything? 

If your payment was due on January 15, then your bill cycle ended around December 25. Therefore, your first bill was for December 25 through January 24 AND December 3 through December 24. If your plan is $70, another $50 for the prorated period sound about right. 

New Member

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18 Messages

1 year ago

I'm glad I got a reply. but I don't want to go to another page and read this or that. I didn't get anything wrong. It was pretty clear what the prices were when I signed up and it wasn't $120 a month or $95 a month. The link to the site makes it seem so simple but when I click on the link it has prices for 4 lines and I have to go through the process of pretending like I am selecting a phone to figure out what one line would be. I don't want to read this, or that, to make sense and clarify this complicated billing process. I just want to show up with my money and get unlimited wireless service for $65-$75 like a normal American citizen. I want you to change my bill so that's what I paid from the beginning. I dont care about this policy or that policy. Your messing up, fix it now. If you can't, I'm going to leave immediately. I want to go into the chat and tell you what the price was when I signed up and I want you to fix everything in 15 minutes so that is what I will pay and continue to pay and then I want to just have a cell phone service and never have to waste time contacting anyone again because everything works. If you can do all this I will buy a smart watch from you too. This is all very simple, what we want, and what we will pay for. 

(edited)

ACE - Expert

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14.2K Messages

1 year ago

If you go to the site, there is a bar at the top allowing you to see price per line for various numbers of lines. For one line, it's $65, $75, or $85.

What is the name of the plan on your bill and what is the price it says right next to it on the bill?

New Member

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18 Messages

1 year ago

The USPS mail is like a security thing, and I think its to verify your address. Not the most convenient thing ever but there are probably good reasons. Whats ridiculous is I signed up for a price and got a bill in the mail saying it was double. I tried to call in to figure it all out and the "system" hadnt processed my account yet and they couldn't fix anything. So I'm trying to be cool about it and went ahead and called back closer to the bill due date hoping my account was processed. I spent 3 hours on the phone with someone who was barely understanding what I was saying and they were assuring me the month price was fixed and I was being discounted the different. I log into my online account to find instead of the around 70 price its at 95. This is all a negotiation tactic. Meant to stress you out so you settle. And it doesn't matter that we waste time traversing the system because its all an increase of "metrics" to show how important their department is for the company. 

(edited)

ACE - Expert

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14.2K Messages

1 year ago

You're making this very hard on yourself. 

What is the name of the plan on your bill and what is the price it says right next to it on the bill?

New Member

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18 Messages

1 year ago

Thanks Mic Check Yeah I signed up for the $65 plan. They can honor that or I'm going to leave immediately and never come back 

ACE - Expert

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14.2K Messages

1 year ago

For the 3rd time:

What is the name of the plan on your bill and what is the price it says right next to it on the bill?

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