Haven't received bill, cannot see it online?!?

[cyclones]

Hi,

I am a new customer.  After the ordeal I had with trying to get new service, I am dreading the ordeal I am currently facing with trying to pay my bill.

When I signed up for service, I did so online.  AT&T for some reason "standardized" my address which included removing my apartment number and giving me a wrong zip code.  I should have caught that before I submitted my order, but unfortunately I did not.  That seems like a simple fix but it has turned into a nightmare.

I spent several hours either on the phone trying to get my address changed.  The first guy I spoke with nearly a month ago, Andrew, had me on the phone for nearly an hour.  Before Andrew transferred me to his supervisor who proceeded to drop the call, Andrew told me the DSL service the technician had already hooked up earlier that day was not available at my condo!!!  I told Andrew I live in a major metropolitan area and that the technician had aleady hooked up the DSL but Andrew insisted that I could not get DSL.  Andrew never could find my account or even the order I had placed after I gave him the order number.  He was useless to me.

My DSL service, which Andrew claims I could not get, has worked great for nearly a month!  However, the day after I spoke with Andrew, I called in and spoke with a different person who supposedly did the change of address in about 10 minutes which Andrew failed to do in an hour.  This person, Jasmine, works in technical support.  I was misdirected to her after Justin tried and failed to transfer me to customer support.  But at least Jasmine seemed to know what she was doing.

I received a postcard in the mail to the wrong address (no apartment number and wrong zip code) which stated that an address change had been made on my account.  But up to now, I still have not received any mail from AT&T to my corrected address.

My bill should be due soon, but I have not received one.  I tried to view it online, but when I login, it tells me my login is not the account owner.  I am the only person on the account!  If I am not the account owner then who the __ is?!?

I am very frustrated.

Why can't AT&T get their act together and send me a bill?  Or at least let me view it online?  My DSL service from AT&T works great!  I just wish their billing department worked half as well.

[ATTDelia]

Hey there!  Thanks for joining the forum!  I'd like to get you some help to get this issue resolved once and for all!  I do however need some additional information.  Please check your private messages for additional details (blue envelope, top right of the screen)!  Thanks so much!  ~Delia

[cyclones]

The last person from AT&T with whom I spoke on the phone on April 30 assured me that I would receive a bill the first week of May in the mail.  That person also assured me I would have 21 days to pay said bill.  That person also ended the phone call very abruptly with "Thank you for choosing AT&T.  CLICK!!!!!"

Now it is May 11, and I still have not received any bill.

Delia is helping me with this via private messages.  I hope Delia can resolve this issue because so far after at least six phone calls with AT&T, nothing has been resolved.   I wish the AT&T support people would take ownership of these types of problems and see them through until they are fixed instead of making bogus assurances and just handing it off to the next person with disregard for the customer.

At this point I have faith in Delia.  But this is the last straw for me.   Everyone else at AT&T I have dealt with has failed.  That is not a good thing.  It should not be this difficult to get a bill sent out to me.

[ATTDelia]

Thanks so much for your vote of confidence!!  I did receive and respond to your private message!  Issue has been escalated and I am sure you will be contacted directly to get this resolved to your satisfaction!!    ~Delia

[cyclones]

After talking with so many people at AT&T so many times, I finally spoke with a person Kelly who was able to confirm when my bill date was and when my bill will be due.  

But even calling her back was an ordeal.  The AT&T Appeals and Escalation phone number will not let me dial in Kelly's access code from my Android phone.  I dial the digits from my phone's keypad, but AT&T's automated system never recognizes anything.  It eventually takes me to someone else's voicemail which seems to be a bit bucket.

I finally was able to reach Kelly from Appeals and Escalation after dialing into the normal AT&T DSL Customer Service number, but then I had to argue with Marie for several minutes before Marie would transfer me to the Appeals and Escalation number.  Marie initially said should could not transfer calls within AT&T.  I replied something like, "You are a phone company and you cannot transfer a call?!?"  After Marie finally transferred me to Kelly's number, the automated system then accepted Kelly's access code from my same Android phone.

A few days after Kelly confirmed my billing dates, I finally received my first bill in the mail, to the correct address!  Yea!  But when I opened up the bill, it was for $43.00 a month instead of the $19.95 a month I signed up for.  The bill was prorated for the large part of April after I got service and also included the full month of May.  I was furious after all the I have been through that now AT&T was overcharging me too.  I emailed a copy of my initial web order for service which showed my order number and the $19.95 a month to another AT&T person I have been in contact with, Anthony.

Yesterday, Kelly from Appeals and Escalation called me twice and left voicemails while I was busy.  Kelly wants me to pay the full amount of the overcharge and then supposedly AT&T will refund the difference in "chunks" starting two months from now until my balance is back to the original rate of $19.95/month.  I find this totally unacceptable.  I have no faith in AT&T's billing department to do anything right at this point.

I tried to call Kelly back this morning.  Even though Kelly had said she would submit my problem with not being able to dial touchtones from my Android phone that the Appeals and Escalation automated unit would accept, I had the same problem with not being able to call through to Kelly this morning.  And I don't want to argue with the human robots at the regular customer support number again to try to get them to just transfer my freaking call.

I intend to pay what I should have been charged all along and then file a Better Business Bureau complaint if AT&T tries to discontinue my service, fine me, or send my account to collections.  AT&T should be giving me a free month of service for all I have been through.  Instead, they expect me to pay the amount they are overcharging me in full, with some expectation of refunds in the future. 

If the DSL didn't work so well, I would have dropped AT&T already.  I don't understand how AT&T's technical people can be so good at what they do when AT&T's business people seem to be just the opposite.