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Tutor

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9 Messages

Sat, Jul 11, 2015 7:35 PM

On going billing issues needs resolved

Hi i am at&t customer for the last 12-13yrs .I had business line(long distance and plan and services) and my moibile service   from at&t. Everything was ok till 15th april till i havent renewed my yearly contract. when renewing my contract i chose at&t  wireless plan for my business line.When i renewed my contract they created another account.Icancelled that contract withing 30days  and  ported my business number to another carrier.Now att had created 03 seprate accounts and have no cordination created a big mess for me. 1st account ending 1365 was a combined  billing  and  had a balance bill of 588.97(one  payment amt 329.91 posted on 28april and second payment i made on 26th may 200.00+19+ another credit 40.00 )But rather than applying payment to 1st bill AT&T applied those payments to 2nd(ending   18365  amt  221 on 26th may) and 3rd account(ending  61762 amt 329.91 this wireless account  balance they tookover from 1st account ending 1365  )  Now billing department still sending statement balance of  588.97  as past due bill.                                                                                                                     I Called billing and  spoke with agt named TRINY but she said i am in nuts. 03 THREE different deptt and have no co-ordination . I myself dont understand how handle this if at&t agents find this crazy then where i am .I think at&t should   check it and resolve this asap. Regards AT&T CUSTOMER 

Responses

Nancy_A

Employee

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121 Messages

5 years ago

Hello sm1365.

 

Thank you for your recent posting.  We appreciate your participation within the Business Community.  In order for me to research your issue, I will need to verify some information.  Please send me a private message by clicking here: http://bizcommunity.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/126057

And include the following details:

  • Full Name:
  • Wireless # (if applicable):
  • Name on Account (if different):
  • Preferred Contact #:
  • Email address:

 

Thank you,

Nancy

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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9 Messages

5 years ago

Dear  Nancy i have sent the information i seperate email . Let me know if need more info. Regards  sm1365

Nancy_A

Employee

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121 Messages

5 years ago

Hi sm1365,

 

I have sent you a private message.

 

Thank you,

Nancy

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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9 Messages

5 years ago

Dear nancy   you mentioned you have sent my case to  your Office of the President who has access to our wireline systems  and combined billing . I hope to hear from his office soon. How they  generally  contact  through or phone?   I dont want to miss that and want a solution asap because i have to spend so much time on this and my business suffer              sm 1365

Nancy_A

Employee

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121 Messages

5 years ago

I am sending you a private e-mail.

 

Thank you,

Nancy

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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9 Messages

5 years ago

Dear Nancy you   forwarded this issue to your higher authorities and i got a call from  336 xxx xxxx   on 17th jul i explained it to her and she assued me to look into this and will call back on 20th or 21st  jul . But  no call back  for whole week .Finally i made a call  on 24th jul  and again she said  doesnt have access to  all the billing deptt.   After doing this much we are still in the same situation . I am a working person and i want a solution for this issue so that my business should not suffer because of this.

Nancy_A

Employee

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121 Messages

5 years ago

Hi sm1365,

 

I'm sorry for the delay.  I have forwarded your concerns back to our escalation team and they should be following up with you shortly.

 

Thank you,

Nancy A.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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9 Messages

5 years ago

Dear Nanacy   It is more than a month but still no solution to the  issue and never got any response  from you.  Regards    sm1365

Alexis

Employee

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492 Messages

5 years ago

Hi sm1365,

 

I see that the Escalation team reached out on 7/29/15.I'm sorry for any inconvenience- I'll be happy to have them reach out again to answer your concerns. We will be in touch shortly.

 

Alexis

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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9 Messages

5 years ago

Dear Nancy/Linda  since july 11jul i am talking to you  and got an email from linda as well yesterday  but till date got no solution but today  I got an  threatening call from  collection  agt named vicky area code 704 xxx xxxx     . For the last more than 01 month i never got any solution from this forum except assurance that company is looking into the matter. If this is the solution then i have to look for some other option too. Threatening a consumer for collection is not a solution definetely. I have provided you all the info and copies of the bills. If att has no co-ordination in the departments then it is not consumer fault.  Regards   sm 1365 

lgage1

Employee

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296 Messages

5 years ago

Hello sm 1365

 

Nancy and Linda are out of the office, but I will be happy to look into this for you. Can you please send me a Private Message to http://bizcommunity.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/110533 with the following information?

 

 

  • Preferred Contact #:
  • Email:
  • Description of Issues:           

Thank you

Laura

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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9 Messages

5 years ago

Dear you mean again starting from scratch. Anyway sending again. sm1365

Tutor

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9 Messages

5 years ago

Dear Laura  got your message that your team want a receipt for the payment posted on the account. Isnt your statement  SHOWING PAYMENTS POSTED  enough proof for making payments? I want you to check the billing statement from 25apr15-24may15 for account  ending xxxxxx1762 on which an credit of 557.31 applied. That is applied by ATT  only. B4 25APR 2015 there was no such account then from where this previous balance is coming from? if ATT have  any billing statament PRIOR TO 24TH APRIL 2015 for account number xxxxxxx1762 showing that i had a balance of 329.91 then i will be convinced .MY request  is  rather  than streching the matter resolve it. NO  PAYMENT PROOF  IS BETTER THAN   AT&T STATMENT SHOWING THE PAYMENT POSTED ON THE DATES.

Tutor

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9 Messages

5 years ago

Dear  laura  little clarification  when i say statement b4 24apr2015 for account ending xxxxxx1762 i only mean seprate billing statement  for this account.