repeated billing problem every month

[zbecker]

I signed up for Uverse internet at $24.95/month. I guess this was supposed to be billed as $48 and then a credit for $23.05. At first I got no rebate/credit, just the $48 bill. I called and got a credit. Same thing the next month. And the next. Basically, every month since I've started I have to call and spend 20-30 minutes minimum describing the problem to a customer service rep, and they credit me something. Problem is, with all the credits showing up on the bill as previous credits, I can't keep track of what I'm actually getting billed. I had some initial credits due to problems with the installation (service wasn't turned on correctly, and my phone was disconnected). The CSR's I talk to don't seem able to figure it out, they just say, "How about I just issue a credit so your balance will be $24.95. That's about the best I can do. Then they say they'll "notate the account" so that my credits get figured out going forward; but the next month, same problem. Last month the CSR told me that I actually didn't qualify for the $23.05 credit unless I had bundled something. I told her I have both home phone (landline) and cell phone service with AT&T, and she put me on hold, and came back saying that she could credit the account and get everything straightened out for me. The CSR today told me that it looks like my account is getting a $13.05/month credit, but it should be $23.05. But he said that if he switched me, it would show in the system that I'd cancelled my service and I'd be billed an early termination charge. How hard can this be to figure out? I'm not going to keep calling month after month, wasting my time, to get the credit I was originally promised. If this keeps up, I'll just cancel and try the cable company.

[texasguy37 ACE - Champion]

It takes about 3 billing periods before the promotional internet rate kicks in.  At that time, you are also credited for the difference between the regular rates that you paid and the discount rate prior to when the discount went into affect.  

I have seen it reported on this forum that when you call in to request credit prior to when the discount goes into affect, that it delays the date that the discounted price goes into effect.

If you are having problems getting this resolved, send a PM to Alex who is an AT&T Community Manager on this forum.

[zbecker]

Well, I just paid what they billed me for two months and it looks like they've just assigned me the $13.05 discount. I called in again today. Same experience. CSR randomly credited $6 to the account - not an exact amount, and not even when I should be paying, but it's too much of a pain to get it exactly right (is this ATT's ultimate strategy?). I sent a PM to Alex, so I guess we'll see if there are any changes.

[RCSMG ACE - Master]

Let us know how/when things get worked out.