Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'Anthony '
Anthony : Hi Jill. Thanks for making a payment today. Allow me to review the account and restore your service right away.
Jill: Thank you.
Anthony : You're most welcome. I can see payment posted on the account today for a total of $100.00
Jill: Yes.
Anthony : Account will automatically restore once past due balance settled in total.
Anthony : $176.13
Jill: I see that the new amount became past due as of 8/4, only 2 days ago. Is there a way to restore the services since we have been with the company for a very long time and have not be suspended, except for maybe a few instances with the company?
Anthony : I perfectly understand how important it is to have an active service to keep connected to our family friend's and loved ones.
Anthony : I am currently engaging my manager now..
Anthony : Thanks for waiting..
Anthony : I already engage my manager and relay the message
Jill: No problem, thank you for the assistance.
Anthony : Yeah we can see here that $176.13 was recently due last 08/04/2013
Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'Anthony '
Anthony : Hi Jill. Thanks for making a payment today. Allow me to review the account and restore your service right away.
Jill: Thank you.
Anthony : You're most welcome. I can see payment posted on the account today for a total of $100.00
Jill: Yes.
Anthony : Account will automatically restore once past due balance settled in total.
Anthony : $176.13
Jill: I see that the new amount became past due as of 8/4, only 2 days ago. Is there a way to restore the services since we have been with the company for a very long time and have not be suspended, except for maybe a few instances with the company?
Anthony : I perfectly understand how important it is to have an active service to keep connected to our family friend's and loved ones.
Anthony : I am currently engaging my manager now..
Anthony : Thanks for waiting..
Anthony : I already engage my manager and relay the message
Jill: No problem, thank you for the assistance.
Anthony : Yeah we can see here that $176.13 was recently due last 08/04/2013
Anthony : Restoration of suspended account due to non-pay is system generated . This will be automatically once system recognizes your payment in full.
Anthony : We don't have an access to restore service due to non -pay and to avoid this from happening again in the future feel free to reach us ahead of your due date to make a payment arrangement that way line will keep active as long as promise has been kept.
Jill: Who would have access if your manager doesn't? I cannot afford to make another payment and I have been with AT&T for over a decade. I understand that the suspension was system generated but there must be a way to restore services and I would be willing to make a payment arrangement. The new balance is only 2 days late and I understand that the older amount carried over into the new cycle. Please find a solution to restore services tonight. Again, I do not have the money to make a full pyt now.
Jill: This is not a normal occurrence with my account and I won't not ask for help. If you and your manager actually took the time to look at my history, we do typically pay it late due to our financial status at this time but we have rarely been suspended for nonpay. There must be a way to make an exception.
Anthony : My apologies for any inconvenience this may have caused you Jill.
Anthony : I am currently engaging higher management know to look a work around on this.
Anthony : Is there any way you can pay at least half of your balance?
Jill: I don't have any funds due to recently paying rent and paying the $100 today. I would be able to pay half this Friday and the remaining half in two weeks.
Anthony : Thanks for patiently waiting.. that's the only way we do for you to restore the service.
Jill: So, since I made a pyt today which makes my current balance 2 days late only. And I have no money to pay for 3 more days when I get paid. AT&T will not restore my service regardless of my length and regardless that I have not made a payment arrangement before or asked the company for help due to my financial situation? Please give me a detail response.
Jill: Again, I can make a payment this Friday when I have funds available. I am only asking for a few days extension on a balance that Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'Anthony '
Anthony : Hi Jill. Thanks for making a payment today. Allow me to review the account and restore your service right away.
Jill: Thank you.
Anthony : You're most welcome. I can see payment posted on the account today for a total of $100.00
Jill: Yes.
Anthony : Account will automatically restore once past due balance settled in total.
Anthony : $176.13
Jill: I see that the new amount became past due as of 8/4, only 2 days ago. Is there a way to restore the services since we have been with the company for a very long time and have not be suspended, except for maybe a few instances with the company?
Anthony : I perfectly understand how important it is to have an active service to keep connected to our family friend's and loved ones.
Anthony : I am currently engaging my manager now..
Anthony : Thanks for waiting..
Anthony : I already engage my manager and relay the message
Jill: No problem, thank you for the assistance.
Anthony : Yeah we can see here that $176.13 was recently due last 08/04/2013
Anthony : Restoration of suspended account due to non-pay is system generated . This will be automatically once system recognizes your payment in full.
Anthony : We don't have an access to restore service due to non -pay and to avoid this from happening again in the future feel free to reach us ahead of your due date to make a payment arrangement that way line will keep active as long as promise has been kept.
Jill: Who would have access if your manager doesn't? I cannot afford to make another payment and I have been with AT&T for over a decade. I understand that the suspension was system generated but there must be a way to restore services and I would be willing to make a payment arrangement. The new balance is only 2 days late and I understand that the older amount carried over into the new cycle. Please find a solution to restore services tonight. Again, I do not have the money to make a full pyt now.
Jill: This is not a normal occurrence with my account and I won't not ask for help. If you and your manager actually took the time to look at my history, we do typically pay it late due to our financial status at this time but we have rarely been suspended for nonpay. There must be a way to make an exception.
Anthony : My apologies for any inconvenience this may have caused you Jill.
Anthony : I am currently engaging higher management know to look a work around on this.
Anthony : Is there any way you can pay at least half of your balance?
Jill: I don't have any funds due to recently paying rent and paying the $100 today. I would be able to pay half this Friday and the remaining half in two weeks.
Anthony : Thanks for patiently waiting.. that's the only way we do for you to restore the service.
Jill: So, since I made a pyt today which makes my current balance 2 days late only. And I have no money to pay for 3 more days when I get paid. AT&T will not restore my service regardless of my length and regardless that I have not made a payment arrangement before or asked the company for help due to my financial situation? Please give me a detail response.
Jill: Again, I can make a payment this Friday when I have funds available. I am only asking for a few days extension on a balance that is only two days past due.
Anthony : Jill, well, if that's the case, we'll just have to wait til Friday once you paid your balance on the account. Our system won't let us restore your phone services without any payment and our offer to you of $76.13 payment was a one-time courtesy just to restore your phone services. If we won't be able to process it today, I'm afraid we won't be able to restore your phone services. I'm sorry. That's the last thing we can do our end to help you today.
Jill: May I have your manager and other contacts first and last name. And my I also have my establish date of service. I know you are just doing your job but I feel very disrespected and not valued as a customer.
Anthony : I can connect you my manager now.
Anthony : What else I can help you with ?
Jill: Nothing.
Anthony : Contract will end on 05/17/2014 for line 0899 while line 2910 will end on 11/15/2013
Anthony : I am connecting you now with my manager...
Jill: When did I start services with AT&T? What month and year?
Anthony : same date
Anthony : 05/17/2012 for line 0899
Anthony : while 11/15/2011 for line 2910
Jill: I started services with your company more than a decade ago...what is my establish date of services the account was built?
Anthony : I can bring you now to my manager..
Anthony : Oh you've started service since 09/02/2005
Anthony : What else I can help before I connect you?
Jill: That's all, I can be transferred to your manager.
One moment while I transfer the chat to 'Ron '.
Welcome! You are now chatting with 'Ron '
Ron : Hey Jill. What can I do for you?
Jill: Did Anthony updated you at all on the situation or were you his manager contact for assistance and know the conversation?
Ron : Yes, I know what you and my representative have been talking about. And like what he said to you, we won't be able to restore your phone services without any payment. Usually, we don't do override for accounts that were past due but since you've been a long time courtesy, I offered you earlier of a payment of $76.13 just to restore your phones services then we can extend your remaining balance til Friday.
Jill: I paid $100 today and I have no money until I get paid on Friday. Is there any way to make an exception for the balance in full on Friday to restore services? I have been with AT&T going on 8 years and this is the one and only time we have ever asked for help from your company to restore from a nonpay status?
Ron : I'm sorry but we can't do that, Jill. We don't restore accounts without payments for their full past due balance. So what's going to happen is we'll just have to wait til Friday once you paid your bill. Once settled, your phone services will be restored right away.
Jill: You will not restore services that have a balance that is past due for only 2 days or offer a payment arrangement that is for 4 days away. Regardless of everything, that is the company policy. Is that 100% correct?
Ron : Yes, that's 100% correct.
Jill: In your honest opinion, do you think that is fair based if this was you on the other end?
Ron : For me, honestly, it is fair. Especially that I know that AT&T gives option to change due date or setup arrangements. So it is really fair, for me, Jill. That's why I'm offering a deal that will break the policy for one-time.
Jill: Offering a payment arrangement is without your guidelines to make an exception for a customer and not breaking any policies. We can agree to disagree. Thank you for your time and good bye.
[removed last names for privacy]