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kidsrock221's profile

New Member

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3 Messages

Wed, Sep 28, 2022 2:21 PM

Escalate?

Does anyone know how to reach out to escalate a problem with our billing?  There is no email that I can give info to and the representatives I keep getting thru phone are worthless.  Would LOVE an email trail where I can actually upload a picture of my billing to get something resolved.           I suspended by modem hotspot line in August and it shows on my account as suspended as of that date, but I just received a bill showing a service date of  Sept 6-Oct 5th for the full amount of service.  I have literally spent hours on the phone talking to people who say, my bill is for  Aug thru Sept service...but it isn't.  I have it in my hand that shows service date of Sept 6-Oct 5th.   It is like they don't take the time, or are not able to actually open the billing invoice to view the what the billing period covers. So tired of the new level of customer service with most companies trying to save money.

ACE - Expert

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23.6K Messages

2 months ago

There is no email option for addressing CS complaints.

Couple of options:  When calling say "Retentions".  This supposedly get to higher level CS agents.

B.  File a complaint with the BBB.  Those are forwarded to the OOP.

OR....  @ATTHelp might pop in and offer help via a DM.

Constructive

Employee

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30K Messages

2 months ago

suspending does not stop billing

ACE - Sage

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102.2K Messages

2 months ago

@kidsrock221

As constructive mentioned, suspension does not stop billing. Cancellation stops billing

If you want to cancel service on the hotspot you have to call AT&T, when you get the phone tree use the keywords cancel service. This will forward you directly to the loyalty department where their job is to try to talk you out of it, just stick to your guns and say cancel the billing number that is connected with your hotspot

New Member

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3 Messages

2 months ago

We have been suspending our account off and on for 4 years.  Our plan allows for suspension with a $10/month fee instead of the $130 normally charged when active. It is the higher fee that I am trying to get resolved.

ACE - Sage

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102.2K Messages

2 months ago

  Suspension on postpaid has always been limited to 6 months out of every 12.  

"Other AT&T services
You can request a vacation hold after your AT&T service has been active for at least 30 days. Keep in mind, there’s a monthly fee associated with it.

Call us at 800.288.2020 to suspend service while you're on vacation. Remember to call us back when you're ready to restore service."

New Member

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3 Messages

2 months ago

Our plan isn't limited to 6 months per year.  We have had it for years and just turn it on for events we run twice a year.  We have always paid $10/month during the off months for our hotspot.

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