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Sharonz3's profile

New Member

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2 Messages

Wed, Sep 14, 2022 9:37 PM

Prepaid monthly bill and other things

Hello, I have been a customer for nearly 10 years. About a month ago, I upgraded my service to unlimited data.. In the process of upgrading my service, I purchased a phone with the understanding of me paying it off in 36 weeks.. A couple days ago, I received a bill that was quite large. This bill includes a phone line that I never asked them to add, and the fee for the service for the month of October(prepaid). I had to call the customer service twice to have the added line removed. However, when I asked why I had to pay the month of August when I already have paid them one month in advance when I first signed up with them, the rep said I had to pay for the service rendered. Am I wrong to believe that the company should use the prepaid month to cover the service? Also, when I was on the old plan I received discount because my son works for a tech company. Because of the upgrade, I now have to resubmit the information, which I was not aware of. I have since submitted the information but was told that it will take a few billing cycles to make a difference. So be aware, if you need to upgrade change service provider make sure you triple check everything. Have them show you what you bill will look like, and make sure they don’t charge you insurance for the device; unless you asked for it. They did that to me twice even though I did not ask for it.  

ACE - Sage

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101.8K Messages

2 months ago

@Sharonz3

In the process of upgrading my service, I purchased a phone with the understanding of me paying it off in 36 weeks..

You mean 36 MONTHS. 

A couple days ago, I received a bill that was quite large. This bill includes a phone line that I never asked them to add, and the fee for the service for the month of October(prepaid). 

If you are upgrading your phone with installments you are not on prepaid service. Prepaid service does not offer installments, it is not possible to finance a phone using AT&T prepaid service. Prepaid does not issue a bill.

Also, when I was on the old plan I received discount because my son works for a tech company.  Because of the upgrade, I now have to resubmit the information, which I was not aware of

Prepaid does not give any sorts of discounts for an employer. So you could not possibly have been on prepaid service. 

You are postpaid

   The only unlimited plan that is eligible for a discount is the unlimited Premium plan, which allows a discount of $10, making the Premium plan the same cost as extra. If you are already on Extra or start, there is no additional discount. 

    The unlimited plan also has a $10 per phone line auto pay and paperless billing credit built into the plan structure.  If you are not enrolled in autopay and paperless billing, both, you will not receive the $10 per phone line discount. 

Your bill would include upgrade fees of $35 for any phone that you upgraded.  Did you process this upgrade and change your plan in a corporate store? 

Changing plans would have created a prorated bill which can be very confusing. You also would have been sent a customer service summary which is not a bill, it claims to be a bill estimate but it is not even close to being correct and is always considerably higher.

If you did not add a phone line during the process of changing your plan, you definitely need to speak with AT&T loyalty department about the new phone number.

   

MicCheck

ACE - Expert

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12.3K Messages

2 months ago

Before changing your plan, you were billed for a month of the old plan. Now you have to be bill for the prorated partial month on the new plan as well as a month of the new plan (in advance). There should also be prorated credits for the old plan from after the date the plan was changed. 

sandblaster

ACE - Expert

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60.8K Messages

2 months ago

This bill includes a phone line that I never asked them to add, and the fee for the service for the month of October(prepaid)

That’s not possible. If you received the bill “a few days ago”, that would mean your bill cycle starts on or around the 6th of the month. A bill cycle that starts on the 6th would have monthly charges for Sept 6-Oct 5, just a few days of October, not the entire month.

New Member

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2 Messages

2 months ago

Yes, my mistake. It is for 36 installments for the new phone. I had a family plan with 35 gigabytes before the upgrade.  I traded in my  Galaxy. I was given a credits of $200 plus.  When I signed up the plan over 9 years ago. My first bill was for 2 months. In other words, I paid one month in advance. My billing cycle begins on the 8th day of the month. The upgrade took place on August 13 of this year. The bill for August was prorated. I thought since I have one month of fees paid in advance, the credits should be used towards this bill. Not only did I have to pay the August bill, I also had to pay the September bill in advance. I am very disappointed with the outcome of this upgrade. When I was in the store doing the upgrade, I was told that my bill will be about 215 per month. I now have to pay 238.23 per month excluding the taxes and other fees. Once the taxes and the fees are added I will have to pay more than 260. I wish I had left At and T and went with t mobile. My whole family is all mad at me for not leaving and for doing the upgrade. Now I am stuck with them for 36 months. Is there a way to get out of this deal? I don’t have a contract but I did agree to 36 months payback!

ATTHelp

Community Support

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203.5K Messages

2 months ago

Hey there @Sharonz3. We are here to help with your bill concerns. 

 

Thank you to the ACE's for the support!

 

We do understand how frustrating it can be having your bill higher than usual. We would like to meet in a DM to further assist and review your bill and charges with you. You will find a chat icon next to the bell icon in the upper right corner of this page. Our next message will appear there. 

 

Thank you for reaching out to AT&T Community Forums. We look forward to chatting with you soon!

 

Clarissa, AT&T Community Specialist 

ACE - Sage

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101.8K Messages

2 months ago

Please list the old rate, 35 gig data, plus each line access? Total $_____

New plan name, for how many phones. (rates are published, see link)  move the orange slider.  

https://www.att.com/plans/wireless/

My billing cycle begins on the 8th day of the month. The upgrade took place on August 13 of this year. The bill for August was prorated. I thought since I have one month of fees paid in advance, the credits should be used towards this bill.

And it was, but on the September bill.   A bill closed on the 8th of august, is billed 4 days later on the 12th.   So when you change mid month, the current month is already billed.   The next bill will show the proration, crediting the old rate for dates 14 to Sept 7th, and charging the new rate for dates 14 to 7th of September.   

Not only did I have to pay the August bill,

Of course, at the OLD rate, because it was already billed at the old rate, even though you changed plans.  

I also had to pay the September bill in advance.

Not how billing works, has ever worked.  We all are billed 4/5 days into the current bill cycle, and pay during the bill cycle.  If you auto pay by credit card, you pay 7/8 days after the bill closes (see picture 1).  Auto pay with debit or checking is 2 days before the end of the cycle, which for you would be October 4/5.

    

I am very disappointed with the outcome of this upgrade. When I was in the store doing the upgrade, I was told that my bill will be about 215 per month.

For what?  Has your auto pay and paperless billing credits started? 

I now have to pay 238.23 per month excluding the taxes and other fees.

How do you know? 

Once the taxes and the fees are added I will have to pay more than 260.

Taxes on the new plan will be the same as before, with maybe a penny or two difference. 

I don't think you understand how At&t billing works.

 I traded in my  Galaxy. I was given a credits of $200 plus.

Huh?   Why?    Why did you change to unlimited to get bill credits of up to $1000 over 36 months and only get $200?  

This makes no sense. 

If they valued your trade-in phone at $200, you are not getting a $200 lump sum you are getting a bill credit against your installment every month for 36 months. The bill credit takes 3 months to kick in, then back credits are given.  Again, you did not read the deals or understand how anything works.

It's ALL online.  

MicCheck

ACE - Expert

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12.3K Messages

2 months ago

On August 8, a bill for the old plan was created for August 8 through September 7. On August 13, you upgraded. On September 8, you were billed for the new plan from September 8 to October 7. You were also billed for the new plan from August 13 to September 7. There should also have been credits for the old plan for the same time frame, because that's what you had already been billed for. 

If you paid for 2 months when you opened your account, it would have been because your account was opened just after a billing cycle began. For example, assuming the same billing cycle, your account would have been open on January 13 (again, for example). That means your first bill would have been generated on February 8 for February 8 through March 7. You also would have been billed for January 13 to February 7. In other words, you were billed for the month in advance, as well as the month already used. 

ACE - Sage

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101.8K Messages

2 months ago

@MicCheck

Thanks, I think you explained better than I did. 

Even in AT&T's terms of service it mentions that they 'bill a month in advance' .   But it seems inaccurate, as that's not what really happens.  And it's definitely NOT 'prepaid'. 

( prepaid requires that you pay before service is delivered) 

Postpaid first bill usually arrives within a week of beginning service, covers more than one month of service, and is not due until just a couple of days before that entire term of service is completed.  It's usually a month plus 3/4 days but it can be a month plus 3 weeks. 

     The bill comes out less than a week into the current bill cycle which I guess they consider "billing in advance".   And is due before the current cycle ends.

    Due date an auto pay date are not the same.

MicCheck

ACE - Expert

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12.3K Messages

2 months ago

But it seems inaccurate, as that's not what really happens. 

That's why I always say the bill is generated on the billing date, we just can't see it for a few days. That's not necessarily completely accurate, but it makes it clearer how service is billed in advance. 

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