I recently made payment arrangement with AT&T to resolve a past due balance. I made the first payment as promised and a few days later my phone was disconnected. After speaking to credit and collections manager (which spoke to me like he was collecting not trying to help a consumer) I was told that my services were disconnected because the payment was returned as an error. I informed the manager that there were plenty of funds in the account to cover the payment. They said the error was a code that was most likely a jumbled bank account number. I said I would gladly just make the payment today to restore service and he told me that because of that payment I would need to pay the entire balance in full first which I don’t have. I asked him if AT&T even bothers to notify a consumer that a payment was declined to give them a chance to make the payment. He said that a text message is sent out but it doesn’t show one was sent to me. He stood firm behind not helping me out. (Did I mention he was being very arrogant and had a I’M A MANAGER type of demeanor?) At that time I told him that he seemed to be a little more collector than customer service focused and requested to speak to Customer Service to so they could help me resolve this. It told him we have conflicting personalities and felt like this wouldn’t be resolved with him. He literally refused to let me speak to. I asked in different ways and asked him if it is AT&T policy to not transfer customers between departments when I was very adamant about it. He said unless it’s something that he cannot do, he will not let me speak to them. He was willing to put his manager on the phone which did nothing to help me. I have had sever issues with that particular department before and the problems were admitted errors on their side. Now my phone is off and it seems nobody wants to help a 5 year long customer.
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