AT&T
Bundled billing promise not honored and wireless bill went past due

My husband and I wanted new home phone service so we decided to go with AT&T since they had bundle services. The services we had bundled were our home phone, internet, wireless (cell phone), and Dish Network (we were already Dish Network customers but, they said it would be bundled in about 1 to 2 billing cycles). I figured if they can do all that, I was fine with. After a little tweeking here and there (changing cell phones and switching our wireless internet card to Fast Access DSL) within our 30 day period we waited on our bill which we knew was going to be a little high.

A few days then weeks passed and we got our bill for our home phone and internet. The bill was around 200.00 or so and we thought fine, not thinking that the other services that were supposed to be on the bill was not included.

Then I get a phone call from AT&T wireless stating that my wireless (cell phone) bill was past due and I needed to send in payment immediately. I was horrified and noticed that our wireless bill was not on the AT&T bill that was sent to us earlier. I rushed to the phone and called them back. The customer service representative stated to me that the wireless bill was sent to my old address, which was an apartment. I said how in the world did you even get that address when my home phone and internet bill got sent to the residence I am currently living in. The representative could not explain it to me, stating that the address came from an old cell phone number we used when we started up the service. But, they explained, I should have been able to see my balance on my cell phone or online. I said to them that why would I look on my phone or online if my bill was supposed to be bundled and it was coming through the mail. Furthermore, I was having complications viewing my online account.

After speaking to countless customer service representatives the most they did for their screw up was deduct 59.99 from my past due amount but, they said, I was still held accountable for the passed due amount. Again I was furious but, accepted defeat. I then called again to finally get the matter of my bundled service straighten out. After going back and forth about this is AT&T wireless your other landline services are done through your local Bellsouth, I finally got some answers.

First of all, I could not get Dish Network on my bundled services because I was already a customer, furthermore, I had to wait 90 days to have my wireless bill bundled with my home phone and internet bill but, I had to bring my wireless bill current or they would not even consider it.

Imagine my frustration. So I emailed the corporate office and I am waiting for a response. I was led to believe that my services could be bundled and someone gave me false information and mishandled my purchase. Now, I have an overdue bill that they will not except fault with and, I have to wait 90 more days just to have my services all together on one bill. I am a first time customer of AT&T and I have to say this is totally inept and irresponsible.

Company: AT&T
Country: USA
State: Georgia
City: Augusta
Site: att.com

  <     >