I will attempt to try this and resolve this with you before I call the corporate office on Monday.
I have tried to resolve this with customer care all week and have now given up talking to them at all.
Tuesday the 4th I set up an online payment plan through your "flexible" payment site.
I scheduled one payment for the 8th and one for the 18th.
The very next day my bank account was overdrawn due to AT&T taking money out on the 5th. I chatted with someone to resolve the issue online and they assured me the payment would be reversed. After telling me that he transferred me to a billing specialist who proceeded to tell me that it was my fault and the system is never wrong. Really? I myself work with billing in the accounts receivable department. Things happen. Not always but they happen. I told them that I would not have scheduled a payment for the next day and if that was the case I would not have needed the payment plan. They refused to do anything. So off I went to customer care.
I called someone and explained again the situation. He told me he would edit the payment plan to the correct dates and to call my bank to stop the payment and we would just redo it. He assured me there would be no fees and that we just had to adjust it. As long as I followed the plan everything would fine and this happens all the time. Okay..so I called my bank and was able to stop the payment from posting as it was just processing. Seemed to be all fixed.
Today I went to make a payment through my phone...now my account is suspended due to me stopping a payment...what? Seriously? So once again I had to contact customer care from a landline phone from work as I could not make any calls. Once again explained the whole situation..she then told me that if I stop a payment my account is automatically suspended and if the rep told me that he was wrong..she did see the edited payment but now I have to pay everything in full...AND they may charge me $40.00 per line because it was suspended...excuse me? I did what I was told to do and now I am being penalized for it..not to mention the fact..the whole reason I set up the payment plan in the first place is because I was not financially able to pay it all at once..and now I am getting fees on top of that? Oh yeah and my phone has only worked on speaker for the past 2 months and I was told that I would need to pay $175.00 through insurance to get another one..don't think that's happening...
Not happy at all! I
At this point, I am not planning on renewing my contract...will go to straight talk where there are no hidden fees..no contract...and it is 45 a month..We actually started here because we heard the customer service was so great...well..not so much from what I can see..