Major Discrepancy [ Edited ]

[Permetheus]

Hello!

  My name is Fred , and my question is this: How did my first bill come up to $225, when the agent who made the deal said there would only be a SLIGHT difference? I have the original paperwork drawn up at the time of the transaction, and it didn't involve the charges I received. I feel as if I was not adequately informed as to the nature of my charges. Email me ASAP {personal content removed for safety}and share with me what can be done concerning this. Thank you!!

Regards,

Fred  

aka Permetheus

[dhascall ACE - Professor]

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Permetheus wrote:

Hello!

  My name is Fred , and my question is this: How did my first bill come up to $225, when the agent who made the deal said there would only be a SLIGHT difference? I have the original paperwork drawn up at the time of the transaction, and it didn't involve the charges I received. I feel as if I was not adequately informed as to the nature of my charges. Email me ASAP ------------- and share with me what can be done concerning this. Thank you!!

Regards,

Fred 

aka Permetheus

---

Fred,

Try contacting Alex, one of the AT&T Community Managers for further assistance.  He should be able to help.

You may also want to consider not sharing your email on a public forum.  Spammers will jump on it.

[texasguy37 ACE - Champion]

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Permetheus wrote:

Hello!

  My name is Fred , and my question is this: How did my first bill come up to $225, when the agent who made the deal said there would only be a SLIGHT difference? I have the original paperwork drawn up at the time of the transaction, and it didn't involve the charges I received. I feel as if I was not adequately informed as to the nature of my charges. Email me ASAP {personal content removed for safety}and share with me what can be done concerning this. Thank you!!

Regards,

Fred  

aka Permetheus

---

Your first bill will always be higher. The first  bill will include a full billing period plus a prorated billing period beginning from the date of your install to the beginning of your first full billing period.  The first bill may also include one time charges such as an activation fee and other installation charges.  Subsequent bills will only cover one billing period.

The U-verse bill has detailed line items that show you what charges are included in your bill.  You should be able to review the detailed line items to see what makes up your billing amount.

[supaflyz]

Your first bill should be high.  I tried to ask all the questions regarding extra fees.  That case, I won't be mad or surprise when it comes up so hiigh.  The representative did a great job explaining it to me.  Your bill should include activation fee, prorated charge (how many days you use), one month in advance, and any equipment fee.  In my case, it was $100 modem. 

[lvrichards04]

The best thing for you to do is switch providers. Don't believe me? Wait until you've spent a couples hours on hold every month trying to get through to an agent who can't explain your bill or even verify the original terms of your agreement.

[jimgfitzgerald]

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lvrichards04 wrote:

The best thing for you to do is switch providers. Don't believe me? Wait until you've spent a couples hours on hold every month trying to get through to an agent who can't explain your bill or even verify the original terms of your agreement.

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This is total bull.  I have been a U-Verse customer since the beginning of July 2011 and have had zero problems with the service or with billings.  All my billings have been 100 percent correct.  I also received $150 in rebate cards 6 weeks after my install and another $50 a few weeks after upgrading from U-200 to U-300.  Don't forget to log in and claim your rebate cards 30 days after the start of your service.  You will receive a letter in the mail with instructions.

[supaflyz]

Not everyone gets the correct billing. I too have been a customer of AT&T for awhile. They do fix most of the problems when I have them. Some of these people are posting out of frustration just like me awhile ago. I had a billing issue on my account after I disconnected DSL. THey bill me 2 months after I cancel it. However, they fix that problem.

What I know for a fact is that you can get help from the AT &T representatives on this board much faster than calling that 1800 number. Thats a fact! Alex and Julie was able to help me right away. I'm a nursing student eveyr time I call in that number they keep transferring me to another department.

Not everyone that have something negative to post about at& is bashing them. These postings on here are probably a small incidence. They did send me the reward card on time.

[dhascall ACE - Professor]

I also agree that at least for me, billing has not been 100% perfect but I have always been able to get it fixed, in mere moments.

[oufanindallas]

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lvrichards04 wrote:

The best thing for you to do is switch providers. Don't believe me? Wait until you've spent a couples hours on hold every month trying to get through to an agent who can't explain your bill or even verify the original terms of your agreement.

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I've been a customer since Aug of 09 and have not had any issues with my billing. Everything has always been as it's supposed to be.

[lvrichards04]

So Jim, you think just because you've never had issues that it's "total bull" that someone else has? And also you think that just because whatever offer you signed up under involved rebate cards that everyone else's would? Let me tell you something, THAT kind of assumption is total bull!

[Please keep it courteous]

[lsutigersjmp]

They all act like that when you say anything negative about their wonderful company. [Please keep it courteous] I fell and have for months felt your pain......and that's no bull!!!!

[spd2demun ACE - Master]

People on this forum are customers, peer-to-peer; if they're an employee, it's denoted by their signature.

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lsutigersjmp wrote:

They all act like that when you say anything negative about their wonderful company. [Please keep it courteous] I fell and have for months felt your pain......and that's no bull!!!!

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[oufanindallas]

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lvrichards04 wrote:

So Jim, you think just because you've never had issues that it's "total bull" that someone else has? And also you think that just because whatever offer you signed up under involved rebate cards that everyone else's would? Let me tell you something, THAT kind of assumption is total bull!

[Please keep it courteous]

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No, the "That's Total Bull" was about your remark that the best thing to do is switch providers.  Is AT&T perfect, no, but the majority of UVerse customers have had zero probems or when they have had a problem it's corrected quickly and they don't bother coming to a peer to peer forum to complain.   When a user comes in with a problem with their account we have them contact Alex, Julie or Jam because they actually do work for AT&T and can get things done.  As for the rest of the people in here, just users like you are and don't have access to account information.

[dhascall ACE - Professor]

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oufanindallas wrote:

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lvrichards04 wrote:

So Jim, you think just because you've never had issues that it's "total bull" that someone else has? And also you think that just because whatever offer you signed up under involved rebate cards that everyone else's would? Let me tell you something, THAT kind of assumption is total bull!

[Please keep it courteous]

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No, the "That's Total Bull" was about your remark that the best thing to do is switch providers.  Is AT&T perfect, no, but the majority of UVerse customers have had zero probems or when they have had a problem it's corrected quickly and they don't bother coming to a peer to peer forum to complain.   When a user comes in with a problem with their account we have them contact Alex, Julie or Jam because they actually do work for AT&T and can get things done.  As for the rest of the people in here, just users like you are and don't have access to account information.

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Agreed - and some of the more negative posts sound like they do not come from actual subscribers, just anti-AT&T "hayers".......  At least we do have a direct voice (Alex) to reach the correct workgroups at U-Verse.

[ATTAlexCM]

Thanks everyone!

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Permetheus wrote:

Hello!

  My name is Fred , and my question is this: How did my first bill come up to $225, when the agent who made the deal said there would only be a SLIGHT difference? I have the original paperwork drawn up at the time of the transaction, and it didn't involve the charges I received. I feel as if I was not adequately informed as to the nature of my charges. Email me ASAP {personal content removed for safety}and share with me what can be done concerning this. Thank you!!

Regards,

Fred  

aka Permetheus

---

Welcome Fred and thank you for posting. I'm sorry to hear about the 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

[lvrichards04]

{keep it courteous} Wanna know why some of us have turned "anti-AT&T", because we've been given the constant run around. It's been two weeks since I reached out to a community manager and I'm still waiting to receive an actual confirmation, either through the mail, e-mail or in my actual AT&T account that reflects the information he gave us. Supposedly these changes went into effect 10 days ago but I still haven't seen evidence of those changes.{keep it courteous}Most people probably don't bother complaining on a forum because as I'm learning, AT&T still isn't going to resolve the issue. However, I AM going to keep complaining because unless enough people speak out, how could we ever expect things would change.

[spd2demun ACE - Master]

OK, so you DID send a PM to Alex, and he has someone working on it?

If this is a billing discrepancy, it can take 2-3 mos. for the credit to show up.  And if they have changed/credited you, there is no reason they can't give you the corrected amount over the phone (to pay), adjusted billing.

I complain about them when they screw up, recently on my own billing; so I don't always defend them.

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lvrichards04 wrote:

{keep it courteous} Wanna know why some of us have turned "anti-AT&T", because we've been given the constant run around. It's been two weeks since I reached out to a community manager and I'm still waiting to receive an actual confirmation, either through the mail, e-mail or in my actual AT&T account that reflects the information he gave us. Supposedly these changes went into effect 10 days ago but I still haven't seen evidence of those changes. {keep it courteous} Most people probably don't bother complaining on a forum because as I'm learning, AT&T still isn't going to resolve the issue. However, I AM going to keep complaining because unless enough people speak out, how could we ever expect things would change.

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[lvrichards04]

Seriously, the fact that anyone can accept having to wait 2-3 billing cycles for evidence that what they've been told over the phone is ridiculous to me. I had Uverse installed FIVE months ago and so that amount of time has definitely lapsed. You're right there should be no reason they should be able to consistently give accurate information, but what I have been through trying to resolve this is outrageous. Yes a PM was sent to Alex, Jam responded. Someone name Chris followed-up. Chris said he went to work on our account to make the necessary changes on Thursday, March 22nd. It is Tuesday April 3rd. I mean, AT&T is a technology based company. They haven't figured out how to process accounts more efficiently than this? Completely unacceptable. Who has time for this really? I can't imagine in any job I've ever held that I could tell a customer we'll resolve your problem in 2-3 months and think they would be okay to sit on their hands and *hope* I follow through.

[weimardog]

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This is total bull.  I have been a U-Verse customer since the beginning of July 2011 and have had zero problems with the service or with billings.  All my billings have been 100 percent correct.  I also received $150 in rebate cards 6 weeks after my install and another $50 a few weeks after upgrading from U-200 to U-300.  Don't forget to log in and claim your rebate cards 30 days after the start of your service.  You will receive a letter in the mail with instructions.

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I signed up with Uverse in Dec of 2010and it took until July of 2011 before they acually got my bill correct.  I cannot imagine how many hours I spent waiting on cusomer service and then trying to get it straightened out.  Each month, when I called,  they assured me they had resolved the billing issue, then I would receive another incorrect bill.  I guess I was unlucky enough to deal with the only inept customer service reps at ATT. 

[ATTAlexCM]

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lvrichards04 wrote:
Seriously, the fact that anyone can accept having to wait 2-3 billing cycles for evidence that what they've been told over the phone is ridiculous to me. I had Uverse installed FIVE months ago and so that amount of time has definitely lapsed. You're right there should be no reason they should be able to consistently give accurate information, but what I have been through trying to resolve this is outrageous. Yes a PM was sent to Alex, Jam responded. Someone name Chris followed-up. Chris said he went to work on our account to make the necessary changes on Thursday, March 22nd. It is Tuesday April 3rd. I mean, AT&T is a technology based company. They haven't figured out how to process accounts more efficiently than this? Completely unacceptable. Who has time for this really? I can't imagine in any job I've ever held that I could tell a customer we'll resolve your problem in 2-3 months and think they would be okay to sit on their hands and *hope* I follow through.

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Sorry for any confusion.  I show that Chris reached out on 03/29 to provide an update.  I will gladly ask him to follow-up as soon as possible.

Regards,

Alex

[ATTAlexCM]

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weimardog wrote:

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This is total bull.  I have been a U-Verse customer since the beginning of July 2011 and have had zero problems with the service or with billings.  All my billings have been 100 percent correct.  I also received $150 in rebate cards 6 weeks after my install and another $50 a few weeks after upgrading from U-200 to U-300.  Don't forget to log in and claim your rebate cards 30 days after the start of your service.  You will receive a letter in the mail with instructions.

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I signed up with Uverse in Dec of 2010and it took until July of 2011 before they acually got my bill correct.  I cannot imagine how many hours I spent waiting on cusomer service and then trying to get it straightened out.  Each month, when I called,  they assured me they had resolved the billing issue, then I would receive another incorrect bill.  I guess I was unlucky enough to deal with the only inept customer service reps at ATT. 

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Thank you for the feedback.  I'm sorry to hear about the poor experience. For assistance with account specific questions/concerns, please send me a Private Message (click hyperlink to send me a PM) with your name, account number, phone number and the best time to contact you.  We'll get you in touch with the appropriate group.

*To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

Regards,

Alex