software bug in att billing system

Thank you for bringing this to our attention @raex2.

We understand your concern about the AT&T billing system's software bug. Let's point you in the right direction.

We'd recommend that you check out this article to Resolve payment issues. With a brief explanation of the problem, please fill out this form. If something that isn’t listed on the form, please review our Contact Us page (https://www.att.com/support/contact-us/), and choose the best option to reach out to us.

If you still have any questions, please feel free to write back to us.

Thank you.
David, AT&T Community Specialist.

The issues listed in the resolve payment page do not come near my trouble. Perhaps this is because there is no payment to resolve: I am prevented from making payment on a $0.00 balance (email says I owe $60, online account says $0).

This fill out this form. is the form I mentioned that goes right back to where I started. My answers:  <internet, active billing issue, late fee> begets "for the issue you've identified ... best path ... customer service."

I have been to customer service, and their supervisors (I think), yet the bug persists. It seems the best customer care can do is reverse the late fee, not prevent it. Time wasted reversing a fee is a heavier penalty than the late fee, and I can expect the same every other month.

On the form, clicking <payment issue> instead of <active billing issue> changes the specifics allowed, with <Incorrect payment amount posted to my account> highlighted. The next set of questions are how much, when, and method. Understandably, $0.00 paid by visa card on the thirteenth of whenever is not a verifiable response and I can't go further.

Changing to <other, active billing, late fee> begets the " best path ... is customer service" message.

Whether it's the online form, the other pages that the <contact us> page sends me to, or live (I think) humans the problem remains.

I vaguely recall a secure online form where I stated this trouble and got a response with an id number. The do-not-reply email said "resubmit with a brief statement about the problem with "the online" form" -- even tho I had briefly stated the problem with the one I sent. Customer care agent couldn't find "the online form", or the id number, or the page for the form I'd sent.

My question remains how can I submit a bug report.

I think now it is two bug reports: the one that prevents payment, and the one in  fill out this form that omits the <none of the above pls explain> option.

Maybe a better question to ask here is how can I get the AI that processes that form to fetch a human? Not a customer care human or a chatbot, I need a computer care human with the training to recognize a bona fide computer error and the authority to fix it.

@faiqarani I seem to be facing a similar issue, I called AT&T customer service a few times, they say that they don't have a way to connect me to the technical support team. Anything else you may recommend in this case?

@raex2 I wonder if you managed to fix the problem somehow, and could advise how to handle it?

@ATTHelp Sorry, your advice with that form to solve payment issues is not helpful. I submitted it three times over the last two weeks, they don't know what to do about these issues at the billing department. They ask to call the customer service, but those people don't seem to have any idea what to do with this problem either.

You can submit a bug report regarding your AT&T online billing issues through their customer support portal or by contacting their technical support team directly. Be sure to provide detailed information about the problem you're experiencing, including any error messages, dates, and steps you've taken to resolve the issue.

@speedlygrow How exactly? I chatted with them online and called (866) 861-6075, they keep saying that they cannot connect me to the technical support or file any bug.