There was a mistake made through my bank online bill pay. My wireless bill was over paid by more than $1300.00. When I noticed that my bank account was at zero I almost had a heart attack! This was on Friday June 13,2014. I called AT&T right away because it was to late to contact my bank. The AT&T representative I talked to was named Charmaine. She was very nice and said AT&T would refund the money and to check back on Monday. Well of course you can never talk to the same person twice. I called on Monday June 16,2014. I talked representative named Delores. She informed me that AT&T needed a statement from my bank and a canceled check. She sent me a text message with the info and case number. So I went to my bank and they faxed the needed documents to AT&T. Delores actually called me back to let me know the items were received. She said that the refund process would take 24 to 48 hours and my bank account should be credited by 1pm on Wednsday June 18,2014. Delores also told me she would call back at that time to verify my receipt of funds. However on Wednsday June 18,2014 I did not receive a call back and by 2:30pm had not received my refund back into my bank account. When I called AT&T I was connected with someone whom I could not understand and did not seem to understand me. I asked to speak with someone else preferably a supervisor. After a very long time on hold I was connected once again with someone whom I could not understand and did not seem to understand me or want to help me. I had no choice but to hang up. At this point I was very upset about being lied to a given the run around. Today Thursday June 19,2014 I went to the AT&T store to try to get some personal help. Unfortunately the representative there said there was nothing they could do but proceeded to call customer for me on the store phone. This time I talked to someone named Jennifer. She assured me that the refund was being processed but that it would take 3 to 5 business days for my money to be credited back to my bank account. Jennifer then proceeded to assure me that she would call me back on Tuesday June 24,2014 to let me know that the refund was done. I do not understand how AT&T can get my money the same day I pay them online but they cannot pay me and I receive the refund on the same day. When I got off the phone with Jennifer I told the in store representative what she said and the employee said not to trust that I would get a call back. I feel so depressed now about this that I have had thoughts of suicide. I cannot understand all the deception and theft. It is my money I need it now. I have other expenses besides AT&T. As a long time customer with family members and friends who have been customers most of their lives this is a big betrayal. AT&T customer service is no service.