Carrier ATT iPhone Billing error.....

[CrAkD]

last year when i upgraded to the iPhone X i started getting text messages saying if i didn’t return my iPhone 7+ i would be billed $1149. I called to verify and each time the rep said it was a “known billing error”

Fast forward to last month i was billed $1149. I owed $403 on my iPhone 7+ and they are still charging me the $47 a month for the iPhone X. I have called customer service 10x most agree it’s an error. All start a “case” to get this fixed and then i hear nothing. My bill is currently $1149 because I’ve paid just my monthly bill and no more.

It’s not about the money i have the money. If they want to charge me upfront for the X And i continue to pay off the 7+ in installments that’s fine but they are still charging me for the X in installments....so what is this charge for? I refuse to pay it until i know what it’s for.

Every year i upgrade to the latest iPhone and sell the old phone . They bill me for the remainder of the old phone and i pay it. This year it’s different.

Has this happened to anyone else? If so how did you fix it? I’m about to cancel att and goto Verizon but I’ll still have to pay if i don’t want it to ruin my credit.

 

[estabya]

This is very strange. You would think an obvious billing error like this would easily be fixed with a single phone call.

If you haven’t tried this yet, I would suggest calling and immediately asking to talk to a supervisor/manager, citing the case number. I find the more you escalate the faster problems get resolved.

 

[CrAkD]

I have my 4th case number saved at work I’ll try that tomorrow

 

[jav6454]

[...]
Has this happened to anyone else? If so how did you fix it? I’m about to cancel att and goto Verizon but I’ll still have to pay if i don’t want it to ruin my credit.

I would advise escalating this through the CSR team (go up the ladder). This definetly sounds like an AT&T issue.

 

[Raist3001]

See this thread. It might help?

https://forums.macrumors.com/threads/at-t-next-program-phone-return-lost.2101190/page-3

 

[prhat317]

I have all but given up with ATT Next return upgrades. I just pay the difference to buy in full (own it) and sell the phone on my own or trade for store credit somewhere.

I have had 3 done so far and every single time they have "lost" the phone somewhere and tried to charge me. Despite me hassling them everyday with the tracking info. If I didn't have such a good work discount I would be with a different carrier.