U-verse Billing Cycle Mixup

[balota]

A couple weeks ago I stopped in to an ATT store.  I thought I remembered paying my bill, but wanted to check and make sure before going out of the country for a week or so.  The folks there assured me that I was all up to date and next bill wasn't due till early September. 

Today I was getting ready to go out and, among other things, stop by the ATT store to pay my bill.  I thought paying a week or so early would be a good thing.  On my way to the car I stopped by my mailbox.  In it was a nastygram from ATT Uverse threatening to shut off service by 30-Aug-10 if I didn't pay my overdue bill.

Somehow, in the space of 2 weeks, I went from being all caught up, nothing due till early Sept. to being a deadbeat at risk of losing service.  I went to the ATT store at 71st St and US-75 in Tulsa, OK, where Jennifer was very helpful. 

First I learned that the ATT store is really just for wireless service.  There is also a kiosk where I can pay a combined bill, but the folks in the store can't access the combined bill to help me work out the problem.  She was able to access the wireless portion of my bill where she found that I was up to date on payments and my next payment was not due until 4-Sep-10.  This is the same statement I got on my previous visit.

Next I learned that the wireless part of my bill has a different billing cycle and due date than the rest of the bill.  A quick look at my billing statement shows my TV, Internet and Home Phone billing cycles are the same (5-Aug to 4-Sep).  But the wireless bill (thank you, Jennifer) is from 15-Aug to 14-Sep.

That is what has led to the confusion.  My previous (combined) payment was actually made early in July.  But the wireless part of my account was not credited with my payment until the middle of July.   When I stopped in to the ATT store the first time (mid-Aug) their perception was that I was all caught up.  But the rest of the bill was actually overdue.  The folks at the ATT store were unable to pull up my combined billing to see this problem.

There are a few things that would improve this situation:

1. Make sure all parts of a combined billing account are working on the same billing cycle.  Correct this when creating the combined billing account.

2. Enable the folks at the ATT stores to access combined billing (with the customer present) to help with overall billing issues.

3. Fix my combined billing account to put all parts on the same billing cycle.

Jeff White

[text removed for privacy]

[mibrnsurg ACE - Geek]

Think the lesson learned is you be responsible for knowing when the bill(s) are due and if up to date, don't depend on any ATT store employee.  They can make mistakes or at worst be incompetent and you are the loser.

https://www.att.com/olam/uverseDashboardAction.olamexecute

Here you can check both Uverse and wireless bills and see if up to date.

Chris

________________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-866-465-1496 for direct TS to avoid Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[balota]

Acknowledged.  I am responsible for paying the bill.  Thank you for the link to viewing both types of bills.

I thought I had paid the previous bill and just checked in with the store to be sure, just trying to behave responsibly.  They indicated I was all caught up, so I thought I was.

I expect that a company whose primary function is information handling in various forms should be able to handle information about their own bills in an effective manner.  For ATT to tell me all is sweetness and light and 2 weeks later threaten me with loss of service does not meet expectations.

I think that if all parts of my bill were on the same billing cycle, the folks at the ATT store would have noticed I was behind a payment.  Hence my first suggestion.

I think that if the folks at the ATT store had access (with my permission) to all of my account information, they would have noticed I was behind a payment.  Hence my second suggestion.

Perhaps ATT will see the suggestions as an opportunity for continuous improvement!  (Hope springs eternal!!!)

[mibrnsurg ACE - Geek]

Let's just say that this is a communication company that does not communicate well.  Many time the right hand does not know what the left hand is doing.  By the way the ATT stores are still referred to as wireless stores, Uverse is still just a sideline for them.

Chris

__________________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-866-465-1496 for direct TS to avoid Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[dannyjay725]

I have the EXACT same problem!!! I went into the store and they could not take my payment. A week prior to that I combined my bill.... called ATT wireless and they said they could take an ADVANCED payment over the phone and debited my act. for $215.. (thought I was done...) Then, just today, I received my bill from uverse, due on Oct. 7th. I clicked in to the act. and it said I had a $65 credit... geez!  I called Uverse, and they close early. Called ATT wireless, and they said they still show a $215 balance that shows not paid! I explained that the ATT wireless guy took my payment over the phone, and they apologized, saying they showed NO payment... explained the combined billing thing AND your Forum post, and they still said they could not help me. That I had to call Uverse tomorrow.... I thought that since I was combining my bill, they would adjust billing date... it's the only sensible thing to do... because this is supposed to make it "easier for the customer", right??.... I'm not so sure...

[dannyjay725]

Update... Called the number the moderator included on their reply post, which immediately got me to a rep. No hold time.. Told him my problem and he said he would connect me with Uverse billing support. I said that wireless rep. Said they were closed and he said no.. Am on the phone right now with Uverse rep. That says even though I made payment with ATT wireless rep. It was posted to my Uverse account. And they could not "take the payment back." I am explaining that I do not want the payment back, but to be credited to the  Wireless bill, in which the  WIreless Rep. took.and ASSURED me would be posted to Wireless account.  ... so I am on hold while the Uverse rep. speaks with Collections to see what can be done... I am tired... ...