So we are new to AT&T we switched in September 2014. I thought it was the right decision but after tonight not quite sure. We upgraded our plan with the MobileShare the first customer service agent was fantastic that I had while using the online chat. She upgraded our plan changed our due date from the 9th to the 15th of each month then the conversation changed. SHe then said we needed to talk to the collections department because they would were the only one's who could change our auto pay and reset it to the 5th of each month. So I was transferred to a very rude, unprofessional agent named Mayrene. She began by saying that regardless that we are in good standing and our bill was due on the 9th. Regardless that we upgraded our plan and our due date changed to the 15th. When I was typing my reply she stated sorry ending our chat now. I was shocked that she did this. I again initiated the online chat I copied and pasted both two previous chats so the next agent could get acculmated to the previous chats. The agent Ginger got on the line. Once again, I was treated horribly through a chat session. I was told that it did not matter that I was a new customer and being proactive but our services will be interupted if payment was not made on the 9th. It did not matter that I kept explaining that the first agent I spoke with stated in the online chat that this would not occur. I asked to be transferred to a supervisor. Joseph come onto the chat. I again copied and pasted the previous chats. I then asked for him to call my cell because it would be faster then retyping everything once again since I had been dealing with this issue for 2 1/2 hours through the online chat system. He called and I explained once again the issue that our original bill was due on the 9th of each month but we upgraded our plan and our due date to our account it will now be due on the 15th now so I need to change our autopay so our november 9th bill that is due for auto paid on Novemeber 15th our new due date which I was told could happen by the first agent. But Joseph preceded to say since we have not been with AT&T for six months only 3 we were not eligible for a payment extension. I proceeded to explain our due date changed due to the fact we upgraded our cell phone plan. He stated it did not matter. I again was shocked. Been with AT&T for 3 months new customers, paid or bills on time, just upgraded our plan to where they will receive more money from us each month now plus I am being PROACTIVE and trying to make the arrangements I was told I needed to do with the first agent. All to be told NO it did not matter that you are being proactive, a new customer or that you paid your bills on time, and upgraded your service tonight as well as trying to keep our account in good standing by doing all this. But instead all Joseph could say is I can note your account but if you do not pay on the 9th your service will be interupted regardless if your new due date is the 15th of each month because our system does not recognize the changes you made tonight yet. He would not even take a formal complaint I had on the 3 previous agents I spoke to regarding all the issues surrounding this. For the first agent not telling me that our new due date would not be in affect until two billing cycles later and that talking to the collections department was the only way I can fix our auto pay.
Second agent Mayrene for being so rude, unprofessional and ending our chat because I questioned what she was stating because of what I was told by the dirst agent
Third agent Ginger once again unprofessional by just blowing off my issue/concerns like they did not matter
Last the Manager Joseph for his unwillingness to help to come up with a resolution and many other things especially when he stated to just call in on the 9th and request a payment arrangement then, and when I questioned him about it he then stated it wouldn't matter if I did that because we would still get the same answer that they could not set our auto pay on the 15th even though thats our new due date. So he wants me to call back in to get the same answer he was giving me tonight with the same outcome. It made me feel and realize he does not want to help a new customer or cared that our account was in good standings and we want to protect that. He wanted us to go into collections and not have a good repor with AT&T. I THEN ASKED JOSEPH FOR HIS SUPERVISOR AND HE SAID I WOULD HAVE TO WAIT FOR A CALL BACK IN 24 HOURS...
Our account is in good standings, yes we may have only started our services with AT&T in September and our considered to be new customers, we upgraded our account for heaven's sake tonight plus are being very PROACTIVE in regards to our account, auto pay and trying to keep our good standing with a company who have employed people who misrepresented to a customer on several levels tonight!!!
IS THIS RIDICULOUS OR WHAT?????? SO DISAPPOINTED!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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