Recently sent check for monthly bill and sent a seperate check to pay off monthly installments for a smartphone on our account. My Bad. Didnt realize that phone had to be paid off at store or online. Now account has a large credit. Called customer service last Thurs and spent over 18 minutes on call. Was told credit could be transferred to pay off the phone. 1st person I spoke with said I would have to contact my bank and get the check reversed. HAHA. That is not possible for a check that has already cleared your bank account. Was then transferred. Another rep again said it was not possible to apply the payment to the installments and that I could go to the closest ATT store and they could apply the credit. So Friday headed to closest location, was told there that only a corporate location could do that.(This detail was not specified by the customer service rep). So Saturday head to the next county to a corporate location. Was told there that they could not fix the credit either. Their suggestion was to leave the credit on the account to pay future bills and cough up more money to pay off the phone. (WOW. Really. So they get to keep our money in their bank. Not happening!) Again called customer service. !st person was rally nice, tried to help, but said I would have to call back Monday whena an "Area Rep" would be available, she sated that she would make notes on account to help with the call on Monday. In the meantime she would try to get another department to help tonight while I was on the line. She then transferred me to another person who said the only thing that she could do was request a refund which would take " a long time" and we could pay off the phone when we got it. (again, Not Happening). I told her " No, Thanks" and that I would call back Monday. And also told her that even though we were long time customers that all 4lines would be cancelled when I talked to the "Area Rep" on Monday. I just think it's rdidiculous that this remains unresolved. Our billing period ends in 3 days. so i think they are trying to just "apply" the money to the next bill even though it will still leave a credit on the account. I am not waiting around for 2 or 3 months until credit is used up. Goodbye ATT!
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