Creating Disputes and Bill Inquiries without Selecting eBill Charges

eBill enables you to create disputes or bill inquiries for account types without first selecting specific charges in eBill. This is useful for account types that are currently not available in eBill.

Note: You can also create disputes after selecting eBill charges in eBill.

To create a dispute or bill inquiry without selecting eBill charges:

1. Do one of the following:

· On the main menu bar, from the Disputes & Inquiries menu, select Submit Inquiry. The Other Inquiry page is displayed.

· From the Bill Summary page, click the Click Here link. Part of the information in the Invoice Detail section is already filled in. The inquiry type is automatically set to Billing Inquiry. (Note: Mobile Svc service users will not be able to access the Billing Inquiry page from the Bill Summary page.)

2. In the Customer Contact Information section, verify and update the following information as necessary:

· Company Name

· Title

· First Name

· Last Name

· Contact Phone Number

· Fax Number

· Email Address

· Routing Code

3. If you started the activity from the Bill Summary page, skip to step 10. Otherwise, continue to the next step.

4. In the Invoice Detail section, from the Geographic Region dropdown list, select your region.

5. From the AT&T Service dropdown list, select the service for which to open an inquiry or dispute.

6. If you selected US Domestic from the Geographic Region dropdown list, enter the following:

· In the AT&T Account Number field, type your account number.

7. If you selected anything other than US Domestic from the Geographic Region dropdown list, enter the following:

· In the AT&T Customer Number field, type your customer number.

8. Click the Invoice Date calendar button and select the date of the invoice you want to dispute or inquire about.

9. From the Type of Inquiry dropdown list, select either Billing Inquiry or Credit Request.

10. If you selected Billing Inquiry from the Type of Inquiry dropdown list:

· In the Billing Inquiry/Credit Request Details field, type the details of your request.

· If you want to add your AT&T contract number, in the AT&T Contract Number field, type the number.

Note: This field is not available if you reached this page directly from the Invoice Summary page.

11. If you selected Credit Request from the Type of Inquiry dropdown list:

· From the Reason Code dropdown list, select the reason for the credit request.

· In the Billing Inquiry/Credit Request Details field, type the details of your request.

· If you want to add your AT&T contract number, in the AT&T Contract Number field, type the number.

· In the Amount in Question(s) field, type the credit request amount.

· From the Currency Code dropdown list, select the currency of the request.

Note: This field is not displayed if you selected US Domestic from the Geographic Region dropdown list.

12. In the Service Location section, enter the service address information in the displayed fields.

Note: The displayed fields will differ for USA and non-USA addresses.

13. If you want to add an attachment to the request:

Notes:

o You can add a total of 10 attachments to a dispute, 2 at a time, up to a maximum of 2 MB each.

o Attachments to saved (unsubmitted) disputes are available for 2 weeks after the attachment is uploaded.

a. In the Attachments section, click the available Browse button and then select the attachment file.

Note: If the file needs to be removed, click the Clear button. The file name will be cleared.

b. Click Attach Files.

c. Wait patiently while the file is uploaded and scanned for viruses. After the file is uploaded successfully, the file name appears as a link. You can click the link to view the attachment. After the attachment is no longer available, the file name appears without a link.

Note: You can delete the attachment by clicking Delete File next to the attachment file name, then clicking OK on the confirmation message.

14. Click Next. The Review Details page is displayed.

15. Review the information you have entered. If you want to make any corrections, click Previous to return to previous pages and update the information. If all the information is correct, click Submit. The Dispute Confirmation page is displayed.

Note: You can use the Print or Download functions to retain a copy of the dispute/inquiry for your records.

16. Click OK.