AT&T review: Billing 1

Date: November 21, 2024
Subject: Ongoing Billing Discrepancy - Case #4449164

Dear AT&T Customer Support Team,

I am writing to escalate an unresolved issue regarding my billing account. I previously called and spoke with a Tier 2 representative, Timothy, in relation to case number 4449164. This case stems from a discrepancy in my monthly bill, which was promised at $140/month from the beginning of my service. However, this agreement has not been honored.

When I initially purchased the phones, I was explicitly promised a $140/month plan, including the stipulation that I would not need to trade in a fourth phone. Unfortunately, the first set of phones I received was stolen, necessitating a reorder. During this process, I downgraded my phone and upgraded my father’s, unaware that the new phone would not qualify for the same trade-in credit. This critical detail was not thoroughly explained to me.

A trade-in expert representative and an AT&T sales representative both confirmed that my monthly bill would remain $140/month despite these changes. Despite this, my bill has been inflated by $40/month, now reflecting $180/month. This additional charge is unacceptable and appears to be a mistake on AT&T’s part.

Timothy, the Tier 2 representative, acknowledged my complaint but did not promise the original billing arrangement. Instead, I was informed about an incorrect “resolution” of six months with no billing followed by an increase to $180/month—an arrangement I did not approve.

Furthermore, no one has adequately addressed the missing credit for the fourth phone, which I was assured I would still receive. The lack of follow-up (despite promises of a callback) and AT&T’s failure to honor its agreements is deeply frustrating.

I demand that the credits owed to me be applied immediately and that my bill reflects the original agreement of $140/month. This issue is not due to any error on my part but a failure on AT&T’s end.

To resolve this, I request:

1. A written explanation, emailed to me, detailing how AT&T will rectify this billing issue.

2. Immediate application of the appropriate credits to adjust my monthly bill to $140. And then acknowledge that I changed my automatic payments from credit card to debit card, so my new bill should actually be around $130 a month.

Failure to resolve this issue satisfactorily will leave me no choice but to explore further action.

I trust AT&T will prioritize resolving this matter promptly.

Sincerely,
Mr. Ketcherside