I have been with att for almost ten years now and I have stayed because even though there are cheaper options out there att has the best quality for price ratio in my opinion. In the nearly ten years I've been with this company I really haven't had any problems, that is until last month. I have auto pay set up on my account so I know my bills are getting paid. Last month April 15th came around and my bank account had not been debited the amount for my phone bill, no big deal it's late from time to time. April 26th comes around and still no payment so I call att, I speak with someone in billing and I'm told that my account is paid in full there is no balance due, I explain to them that it never came out of my bank account and the customer service representative tells me that the account is paid and not to worry about it. I called back again on the 29th to make sure and was told the same thing. So I took the 150 dollars that was supposed to go to the phone bill that I was assured was paid and used it to buy some summer clothes for my two children. Then yesterday out of the blue I get a debit on my account for 150 from att so I call to see what is going on. I speak with someone in billing and am told that att did not debit my account yesterday the did it April 15th after explaining to him that the April 15th transaction doesn't exist according to my bank he tells me it's a problem with my bank. So I call my bank and they say the same thing they did in April that there was no transaction in the month of April from att. So I call att back and speak with two more people in billing and explain the situation to them finally they transfer me to finance. So I speak to the finance representative and after some digging he finds that there was an error with at&t's system and the transaction for April was not processed until May 5th, so I asked him why the other five people I spoke too had no knowledge of this error and he said they probably didn't know about it. I explained to him that I am in the military and have a very fixed budget and my pone bill is budgeted for the 15th pay period not the first, so by taking out 150 dollars on the 5th of May has put me very close to zero in my account until the 15th. After an awkward pause he tells me there's nothing he can do except suspend the payment on the fifteenth for a week or so, I explain to him that I get paid on the 15th and have the phone bill budgeted for that pay period, what is hurting me is the lateness of att collecting their April payment. After another long awkward pause he says there is nothing he can do and asks if I have any other questions. So I say no and thank you and hang up. I guess it is my own fault for taking the word of two different people at att telling me that my bill for April was paid and I had a zero balance i shouldn't have taken there word and reassigned that money to something else, but the fact that due to an "error" with their billing system I am now pretty much broke for the next week really ticks me off. After nearly ten years of being a satisfied customer this issue is causing me to reevaluate if att is the right company for me.
↧