BILL frustration [ Edited ]

[1broken]

I started uverse internet, received modem but modem didnt work. Called customer service, was told to ship modem back they would ship a new modem. Received new modem took a week calling customer service to finally get working. Received first bill a week later for $268. Called customer service said they received old modem and would ajust my bill and not to send the $100 for first modem. I paid my bill minus the $100 for first modem. Person I talked to was cs rep susie who gave me a ticket # which she said would take care of the first modem charge 1-4-12.  Received an email notice that second bill was ready. It was for $155 including $100 charge for first modem plus $5 fee for late collection.  Called customer service 1-25-12 got steven said he could fix everything and  I should pay $29 instead of the $155. Iam going to send att the $29 on 1-30-12. What has me still confused is myatt still lists my bill at $155. Who in the h-- am I suppose to believe, att billing, att customer service or the elf on the street corner?

[edited for privacy]

[butterpants1]

Don't Belive any of them. Keep on them. They will turn you over to collections even if it is their fault!  Call everyday if you have to. It will take hours, and hours of your life. Welcome to AT&T

[jfw ACE - Professor]

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1broken wrote:

I started uverse internet, received modem but modem didnt work. Called customer service, was told to ship modem back they would ship a new modem. Received new modem took a week calling customer service to finally get working. Received first bill a week later for $268. Called customer service said they received old modem and would ajust my bill and not to send the $100 for first modem. I paid my bill minus the $100 for first modem. Person I talked to was cs rep susie who gave me a ticket # which she said would take care of the first modem charge 1-4-12.  Received an email notice that second bill was ready. It was for $155 including $100 charge for first modem plus $5 fee for late collection.  Called customer service 1-25-12 got steven said he could fix everything and  I should pay $29 instead of the $155. Iam going to send att the $29 on 1-30-12. What has me still confused is myatt still lists my bill at $155. Who in the h-- am I suppose to believe, att billing, att customer service or the elf on the street corner?

[edited for privacy]

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Contact Alex one of the Community Managers via PM, he can check into it for you.

[RCSMG ACE - Expert]

Defninitly send Alex a PM as JFW suggested.  He can and will get you the help you need.

[ATTAlexCM]

Thank you @jfw & @RCSMG!

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1broken wrote:

I started uverse internet, received modem but modem didnt work. Called customer service, was told to ship modem back they would ship a new modem. Received new modem took a week calling customer service to finally get working. Received first bill a week later for $268. Called customer service said they received old modem and would ajust my bill and not to send the $100 for first modem. I paid my bill minus the $100 for first modem. Person I talked to was cs rep susie who gave me a ticket # which she said would take care of the first modem charge 1-4-12.  Received an email notice that second bill was ready. It was for $155 including $100 charge for first modem plus $5 fee for late collection.  Called customer service 1-25-12 got steven said he could fix everything and  I should pay $29 instead of the $155. Iam going to send att the $29 on 1-30-12. What has me still confused is myatt still lists my bill at $155. Who in the h-- am I suppose to believe, att billing, att customer service or the elf on the street corner?

[edited for privacy]

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Welcome 1broken and thank you for posting. I'm sorry to hear about the billing trouble. I received your Private Message and replied with the information needed since this is account specific. Please check your Private Message inbox (blue envelope, top-right) for an update.  We'll get you in touch with the group that can look into it.

Regards,
Alex

[1broken]

It turns out att customer service rep steven did fix my bill. Please tell him thanks. Also, thanks to alex and his contacts and thanks to david. It is appreciated.  1broken.

[RCSMG ACE - Expert]

Thanks for the update.  Enjoy.

[ateeteesuxstheb…]

I am on autopay have been for a long time. Today I try and bundle my home phone to the Uverse package. I am told that my account is frozen because I have a bill. This prevents the order to bundle from going through. I asked how can I have a bill when I am on autopay. ATT can deduct what and when they want since I have authorized the charges. They can not explain. Can't explain why I now have a bill on the account without a statement online. Basically I have a charge on the account without detail, I have a hold on the account for a bill that ATT can't explain, I have a bill that ATT can get the funds for at anytime but needs to be paid before I can place an order. Does this appear to one giant mess. I got this information from the customer service representative. Was told I needed to call back later to clear this up. Let me summarize from a customer perspective. I called ATT to upgrade service, was told that they have screwed up my account and can not explain how it got so screwed up. It will take ATT 2 days to clear the screw up. Called back in a couple of days and we might be able to help you. I can only think of one organization with this level of attitude and lack of customer service, Federal Government.  

[RCSMG ACE - Expert]

Send Alex a PM he is an ATT Community Manager on the forum.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[Computer-Joe ACE - Master]

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1broken wrote:

It turns out att customer service rep steven did fix my bill. Please tell him thanks. Also, thanks to alex and his contacts and thanks to david. It is appreciated.  1broken.

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It looks like that elf on the corner must have sprinkled a little lucky faerie dust on you.

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