Hello,
I have been trying for over 3 months to get these issues resolved and it is multiple issues at this point but I will try to list them and explain as best as I can:
I have been a U-verse customer for a while now and have never had an issue until now. About 5 months ago my former employer allowed me to do a transfer of financial responsibility for an AT&T wireless account so that I could keep my number and use it as my personal phone. This was done without any issues.
I would receive a U-verse bill like I always had and an AT&T wireless bill separately. One month while on my U-verse account there was a check box stating the following:
Simplify with Combined Billing:
Now you can get your AT&T wireless bill and your U-verse bill combined on one monthly statement.
[Check Box] I want to combine my wireless and U-verse bills
I said this sound like a no brainier and checked the box and continued with the prompts to sign up for combined billing.
This is when my nightmare began:
When I logged on to my U-verse account all of my services and devices show up twice.
Here is a copy from my online account:
U-verse TV
AT&T U-verse U300 $87.00
AT&T U-verse U300 $87.00
U-verse app for mobile $0.00
U-verse app for mobile $0.00
Wired HD-ready DVR Receiver $0.00
Wired HD-ready DVR Receiver $0.00
Wireless HD-ready non-DVR Receiver $7.00
Wireless HD-ready non-DVR Receiver $7.00
Wired HD-ready non-DVR Receiver $7.00
Wired HD-ready non-DVR Receiver $7.00
Wireless HD-ready non-DVR Receiver $7.00
Wireless HD-ready non-DVR Receiver $7.00
HDTV Service - HD Technology fee $10.00
($10 off HD for 12 mos until 1-2-2013) -$10.00
HDTV Service - HD Technology fee $10.00
($10 off HD for 12 mos until 1-2-2013) -$10.00
TV Subtotal $216.00
U-verse Internet
Hide details Edit
AT&T U-verse High Speed Internet Max Plus $55.00
AT&T U-verse High Speed Internet Max Plus $55.00
High Speed Internet Equipment Fee $6.00
High Speed Internet Equipment Fee $6.00
Internet Subtotal $122.00
You Currently Have:
TV Package
AT&T U-verse U300
Additional Channels
Add Premium, Sports, and International channels, plus subscription on demand
DVR, Receivers & HD
8 TV Receivers
Add Wireless Receivers here
HDTV Service - HD Technology fee
HDTV Service - HD Technology fee
As you see above it states I have 8 receivers when I actually have 4. You can also see all the services and credits listed twice.
I immediately called AT&T support and spoke to the billing department. I was informed that it was a "glitch" and that I would not be double billed. Also, that the issue would resolve itself once the combined billing was completed as it was still a pending order. I said okay I understand and they said it could take 5-7 days to complete.
I waited the 5-7 days and noticed the glitch was still there so I called again. I was told again to wait 5-7 days.
Again, I waited and nothing changed. I called yet again and was transferred to the Combined Billing department. They made some changes to the account and this time I was asked to wait 30 days.
I waited once again and still no resolution. Now with all this time passing I received my Wireless Bill. I went to log on to my U-verse account to pay my bill but because the Combined Billing didn't complete I couldn't pay it on there. When I went to go register a separate account for my Wireless Bill I was sent to my U-verse account. So I had no way to pay my bill online and would get calls stating that it was past due and had to make the payment over the phone.
So I called for the fourth time and this time I was told that the issue might be related to the fact that my Wireless account was associated with my former company. They stated that you cannot perform combined billing with they way my wireless account is set up. So again the rep made some changes to my account and said that the issue should be resolved in a few days.
They instructed my to create an AT&T Access ID and link my accounts that way in the meantime so I can view my AT&T bill and pay my bill online. I linked my Wireless and U-verse bills using my Access ID. After this I was able to at least view and pay my AT&T Wireless bill.
However, when I log in to this day it states:
Note: You may not see all of your linked accounts because we are still processing your recent order. Please check back soon.
And when I go to my U-verse account I still see the following message:
We are processing your order. Please check back soon. You can make changes to your account once your service is activated.
Since I was able to at least pay my Wireless bill online the online glitch wasn't as big of a deal anymore. I still wanted it resolved but it wasn't an emergency since I wasn't actually being double billed. I attempted to make changes to my U-verse account and realized that the issues were larger than just a "glitch"
I am unable to make any changes to my account due to this "Pending order". I have attempted to add HBO to my account ever way imaginable without success:
I have tried Online, through that Account Management App on the TV, Through my iPhone, by calling Customer Service without success. When I called customer service I was told that it be working in 30 minutes. That was a 5 weeks ago.
My last call was a month ago. They stated that they escalated my issue but I haven't heard back from anyone since. Please help me!
Here is a quick list of issues:
1. All Services listed twice on my online U-verse account
2. Message when I log on using my Access ID:
Note: You may not see all of your linked accounts because we are still processing your recent order. Please check back soon.
3. Message when I log on using my U-verse account email address:
We are processing your order. Please check back soon. You can make changes to your account once your service is activated.
4. I'm unable to make ANY changes to my U-verse account
5. Combined billing never went through. (I don't care about this anymore. If reversing the combined billing will resolve these issues please do so)
I didn't want to provide account details in the forum but I can do so via PM.
I hope you can assist me with this issue as I don't know what else to do at this point. Thank you for your time.
texasguy37
