first bill high, not just because it's prorated!

Chuckles_2 · ‎08-05-2010

I got an e-mail and also a phone call telling me that my first bill would be high because of prorating. It feels like an attempt to sneak something through in the hope that the customer will accept this explanation and not look too closely. In fact my first bill was high both becuase of prorating (reasonable) and because of a $20 charge for "repair service" and a $55 charge for "AT&T outlet".

How can they charge for an outlet if installation is free? (My order was for two TVs, and I got two outlets.) How can they charge for repair service in a new installation where there is nothing to repair?

They removed those charges when I called and complained, but there's 20 min of my life I'll never get back, and completely illogical charges like that should never have been on the bill in the first place.

My theory is that the installer added these charges because I didn't tip him.

spd2demun · ‎07-28-2007

They usually charge if they run Ethernet for an outlet to the TV, but could be to add another outlet; believe the install is up to 3 outlets free.

But, common for those charges to appear on the bill, and then they are waived.

Can tell you that Billing leaves a lot to be desired, being on the phone side for years, but that's the way it is.

Should be able to give you an adjusted balance to pay, so you don't pay the full amount of that (incorrect) bill.

Not supposed to tip the techs/installers, so doubt that had anything to do with it.

Sounds like you got it straightened out, know it's a pain, been there with them and other companies. Know what's worse? Trying to straighten out a hospital bill!

Uniblurb3 · ‎09-14-2009

20 minutes of your life lost is a drop in the bucket compared to what many users go through with billing errors.

Regardless, glad you have your billing straightened out.

Chuckles_2 · ‎08-05-2010

Uniblurb3 wrote:
20 minutes of your life lost is a drop in the bucket compared to what many users go through with billing errors.

Regardless, glad you have your billing straightened out.

Yeah, OK. My main complaint is about all the assurances (e-mail, phone) that my first bill would be high because of the partial month and full month, and so I shouldn't worry my pretty little head over it.

Then they snuck in a bs charge. I wonder how many people just pay it without figuring out that they were "slammed" by the phone company.

pablov · ‎10-08-2010

I had to call and have a $29.00 "one time" fee removed from my bill. Nobody ever mentioned I would be billed that.

AT&T just puts a bunch of charges on the bill hoping some will stick. Imagine that a high % of people end up paying. Either because they don't notice them, don't care or because they know it will take them a while to get it fixed.

It is crazy how at&t does business. that is why peole jump ship as soon as somebody else offers a better monetary deal. eventually at&t pays to get them back again (the othe company is ust as lousy usually) and they do that back and forward endlessly!!

skeeterintexas · ‎12-09-2007

pv wrote:
I had to call and have a $29.00 "one time" fee removed from my bill. Nobody ever mentioned I would be billed that.

AT&T just puts a bunch of charges on the bill hoping some will stick. Imagine that a high % of people end up paying. Either because they don't notice them, don't care or because they know it will take them a while to get it fixed.

It is crazy how at&t does business. that is why peole jump ship as soon as somebody else offers a better monetary deal. eventually at&t pays to get them back again (the othe company is ust as lousy usually) and they do that back and forward endlessly!!

I've had the same thing happen with other utilities and once with a lab billing my insurance company for two exact same procedures in one day (I won't get into the gruesome details).

That's why it so important to go over every bill with a fine tooth comb and if there's a discrepancy, to bring it to someone's attention.

Chuckles_2 · ‎08-05-2010

pv wrote:
I had to call and have a $29.00 "one time" fee removed from my bill. Nobody ever mentioned I would be billed that.

The $29 initiation fee was clearly stated on my account web page before installation. So I paid it without complaint.

pablov · ‎10-08-2010

I signed up over the phone! They made absolutely no mention of the $29.00 fee.

And when I called, they were helpful and waived it.

They did say there was an installation ffee which they would waive and they did. But no mention of a $29.00 fee (one time fee i think they called it in my bill.) They also promised $300 in rewards and at&t has told me I'm not getting those. They tell me I'm getting them via the monthly discount I get for 6-12 months. Which was not what the at&t selase rep told me on the phone!

RCSMG · ‎12-10-2007

Wow. They are really chaging their installation policies. I don't know if it is based on the region you live in or what.

Don_H · ‎08-22-2010

What would be nice for us newbies who haven't yet got our first bill is as the charges are assessed, installation fees, service calls, activation fees, any CS applied credits be shown on the Account Overview page when you log-in.

I've yet to recieve a single piece of paper from an installer, prem tech, line tech or any of the folks who've been to house and theres been a bunch since install. The've all said "its on the computer, trust me theres no charge".

Heck, I even had a bucket truck in my driveway this morning and I assumed it was for doing the drop bury, but no, he was here to see if the drop bury actually needed to be done. We talked and he said thats the way AT&T does it and now it will be added to their to-do list.

Can't wait to see the first bill. Of course it could all be true, no charge, but who knows?

RCSMG · ‎12-10-2007

I hope they are right, but if you see any charges call and get them waived.

Chuckles_2 · ‎08-05-2010

Don_H wrote:
What would be nice for us newbies who haven't yet got our first bill is as the charges are assessed, installation fees, service calls, activation fees, any CS applied credits be shown on the Account Overview page when you log-in.

I've yet to recieve a single piece of paper from an installer, prem tech, line tech or any of the folks who've been to house and theres been a bunch since install. The've all said "its on the computer, trust me theres no charge".

There's an order status page where you can see what your charges will be. It shows only what you originally signed up for, not any subsequent special services. I don't have the link handy, but it's in the e-mails you received.

Don_H · ‎08-22-2010

Chuckles wrote:

Don_H wrote:

What would be nice for us newbies who haven't yet got our first bill is as the charges are assessed, installation fees, service calls, activation fees, any CS applied credits be shown on the Account Overview page when you log-in.

I've yet to recieve a single piece of paper from an installer, prem tech, line tech or any of the folks who've been to house and theres been a bunch since install. The've all said "its on the computer, trust me theres no charge".

There's an order status page where you can see what your charges will be. It shows only what you originally signed up for, not any subsequent special services. I don't have the link handy, but it's in the e-mails you received.

Yes, already checked there and its comical as can be.

According to that page,

I self installed my U300 service (NOT)

Install Type: SELF

Order Number: 80xxxxx

Telephone Number:

Order Status: Completed Your order has processed successfully.

Date Ordered: 07/29/2010

Due Date: 08/17/2010

Completion Date: 08/17/2010

Completion Time: N/A

Then it lists the equipment, package and prices including discounts (ALL OK)

Then comes the totals

Totals

AT&T U-verse Technology $0.00 $0.00

AT&T U-verse TV $67.00 $0.00

Total Monthly and One Time Charges $67.00 $0.00

Last Update 08/17/2010

No mention of $29 activation fee, maybe because I self installed?

Haven't got a bill yet, 1 day left on my billing cycle, but heres what the account overview page says.

BILL & PAYMENTS

Credit Balance ($55.00)

[text removed for privacy]

Do I expect a goofy first bill, Absolutely, but at least its going to be fun.

spd2demun · ‎07-28-2007

I've had the experience where they tack charges on the bill like this, and I've called about it; and they credit it out. Might take 2-3 mos. to see it sometimes.

Another item to watch out for is the ConnecTech service. I've changed service options a few times (over the phone). Once asked if I wanted the service (no); another time, not mention of the service.

But bills would come with that extra charge tacked on.

I think there seem to be some charges that just auto-generate within their system.

If it shows up, just call and they should take it off.

Uniblurb3 · ‎09-14-2009

Don_H wrote:

Chuckles wrote:

Don_H wrote:

What would be nice for us newbies who haven't yet got our first bill is as the charges are assessed, installation fees, service calls, activation fees, any CS applied credits be shown on the Account Overview page when you log-in.

I've yet to recieve a single piece of paper from an installer, prem tech, line tech or any of the folks who've been to house and theres been a bunch since install. The've all said "its on the computer, trust me theres no charge".

There's an order status page where you can see what your charges will be. It shows only what you originally signed up for, not any subsequent special services. I don't have the link handy, but it's in the e-mails you received.

Yes, already checked there and its comical as can be.

According to that page,

I self installed my U300 service (NOT)

	Install Type:	SELF
	Order Number:	80xxxxx
	Telephone Number:
	Order Status:	Completed Your order has processed successfully.
	Date Ordered:	07/29/2010
	Due Date:	08/17/2010

	Completion Date:	08/17/2010
	Completion Time:	N/A

Then it lists the equipment, package and prices including discounts (ALL OK)

Then comes the totals

Totals
AT&T U-verse Technology	$0.00	$0.00
AT&T U-verse TV	$67.00	$0.00
Total Monthly and One Time Charges	$67.00	$0.00

Last Update 08/17/2010

No mention of $29 activation fee, maybe because I self installed?

Haven't got a bill yet, 1 day left on my billing cycle, but heres what the account overview page says.

BILL & PAYMENTS

Credit Balance

($55.00)

[text removed for privacy]

Do I expect a goofy first bill, Absolutely, but at least its going to be fun.

Don_H, kind of suprised there isn't anything listed in the "AT&T U-verse Technology" boxes above. Not sure if the $10/month "HD Technology" fee would be placed there (if you have HD w/U300) or not. Maybe that's added in somewhere else if you ordered HD service.

Also many users are surprised when they see the "$3 monthly High Speed internet equipment fee" show up on their bill. Guess you have to read the "offer details" as listed below to see this. It's my understanding this is assessed on all new users even if you are switching from AT&T DSL to AT&T U-verse High Speed Internet. Charge is supposedly for "rental" of the modem or RG.

AT&T U-verse High Speed Internet: Residential customers only. Prices, programming, and offers subject to change without notice. Credit and other restrictions apply. High Speed Internet service requires a modem/router and may also require qualifying local service. Taxes, excessive usage and other charges may apply. A $3 monthly High Speed Internet equipment fee will apply for new Internet customers.

kimnga27 · ‎09-13-2010

When I called to order the internet u verse. The customer service said $30 dollars for a month. Then I received the first bill from at&t. They charged me $35 for a month. Can you help me to check it?

texasguy37 · ‎05-18-2009

The link below lists the current prices for the U-verse internet packages.

http://www.att.com/u-verse/explore/internet-landing.jsp?wtSlotClick=1-003JWS-0-1

holly_G30 · ‎09-13-2010

"When I called to order the internet u verse. The customer service said $30 dollars for a month. Then I received the first bill from at&t. They charged me $35 for a month. Can you help me to check it?"

I'm having this problem too! And I'm trying to call about the issue and of course now getting the response that their computers are down so therefore they can't answer the phone. Really?? I understand if you can't access my account, but you can't even answer the phone?? This is a problem for me since there's no emailing of issues allowed.

manas_1 · ‎09-13-2010

Has anyone had an experience that what you were told over the phone when you started with ATT was way different from what they were actually asked to pay? Does ATT record the phone conversation when you sign up? How do you file a complaint if you have had such an experience?

Thanks

Manas

Uniblurb3 · ‎09-14-2009

About the only recourse you may have is if you wrote down the phone sales rep's first name, ID # (required to give), order #, date, time and what exactly was offered at the quoted price. Once you have this you can call CS direct (800-983-2811, M-F, 8-5 or 6) and ask to speak to a supervisor. Often they don't lower the price but sometimes offer credits to make up for some of the difference in quoted/charged price.

Unfortunately there is no other way to file complaints other than by phone since they no longer accept emails for anything. Guess you could mail the CEO a letter but unable to provide his address.

Sorry and have no idea if they record the phone call sales orders. If they do haven't really seen any customers benefit from the info they may have on file.