Hello all, I have a strange situation going on with my AT&T account, and numerous calls to customer care have yielded no results.
Some insight: on 11/15/14 I purchased at Samsung Note 4 on AT&T NEXT, $825.99 so $27.54 for 30 months. Then on 11/26/14 I purchased an iPhone 5S for $599.99, being $20 a month for 30 months. Fast forward to about August of 2015 (between the 17th and 24th I want to say), I combined my AT&T wireless account with my DirecTV account at my local AT&T corporate store and all was well.
December rolls around and I log into myATT to check how much I owe so I could do an early trade in for the phones and get new ones. Only to find that the payoffs are $200 more than what I owe for the iPhone and $247.86 more for the Note.
I believe combined billing caused this, because I got an iPad in October also with NEXT and the payoff is the unpaid balance plus the installment amount on my current bill (the way it should be!) a difference of $29. Also, I enrolled in combined billing after the 10 month mark of having the Note and between the 9th and 10th month of the iPhone.
As it shows today, 2/3/16 I owe $319.99 on the iPhone with a "payoff" of $519.99, and $440.43 on the Note with a "payoff" of $688.29. $519.99-$319.99 = $200 extra to pay off the iPhone, which is 10 months at $20/month I paid before combined billing, and $688.29-$440.43 = $247.86 extra to pay off the Note, which is 9 months of $27.54 for the Note. So it's like all the payments I made on the phones before I enrolled in combined billing was for naught when I try to pay the phones off so I can own them outright.
I spoke with a Millie (or Minnie?) with customer care in early January about the issue and she said she would set up a case to have the issue fixed. Never gave me a case number and never heard back. Few weeks later I called again, spoke with a Jamie and she told me that the payoffs were higher because I was "breaking a contract", which makes no sense because the whole point of NEXT is no contract. I reminded her of the case Millie/Minnie set up, and Jamie said it was still open, some 2 weeks later.
Trying a different avenue, on 1/16/16 I printed out a copy of my bill and screenshots of the grossly incorrect payoffs and went to my local AT&T store to see if they could talk to someone to fix the issue. The agent who set up my combined billing assisted me, which is honestly great because I think he's the best agent at the store. Anyway he called WRSC and 3 different agents couldn't wrap their head over what the problem was. As this was going on, the store manager was in a chat session with someone on his iPad who set up yet ANOTHER Clarify case to get the issue fixed.
Now it is 2/3/16, I called customer care just now to check on the status of that case, but since the case was filed with Mobility customer care, combined billing customer care can't view it.
I don't want to leave AT&T, they have the best coverage at my house and I have been with them for 11 of the last 14 years. And I even worked at one of their vendor call centers for 4 years, so I have a pretty good idea of how Mobility care works and the policies and stuff. But I just want this fixed. I've spent nearly 8 hours in at least 5 phone calls to customer care and a trip to the store and I just cannot understand why it is so hard for AT&T to get this issue fixed.