First of all, I've never had my service disconnected and it's sucky and pretty embarassing, especially when it's cancelled on your birthday.
I'm generally late paying my bill but AT&T has been excellent about sending me late notices via email or text so that I know when I'm getting close and make arrangements. I must've opted out of the paper bills because I've never gotten them but I did realize my bill was due so that was my fault and I realize I shouldn't depend on the late notices to pay.
However, today my phone was disconnected abruptly and without warning. No email or text or anything! I probably wouldn't have noticed except my poor mother (also an AT&T customer) tried calling me to wish me a Happy Birthday and panicked.
Here's my issue though. I called when I got back to the office, which was embarassing enough and I was hoping to set up a payment plan but I was also hoping to get my phone back on. Apparently it's not AT&T's policy to turn phones back on without FULL payment (not just the past due amount). The lady I spoke with was ruthless. She started out treating me like a poor person and ended it trying to humiliate me further. When I asked why they disconnected me, she said because I "don't pay my bills". Umm, I do pay my bills. I was three weeks late this time and my phone was disconnected. When I explained to her that I had been with AT&T since I was 16, she said I wasn't being honest because I had only been a customer since 2011. I had a phone well before 2011. I mean, really? I may have changed accounts even but I'm pretty easy to look up, I'd imagine before calling me a liar. When I asked to speak to her manager, she put me on hold for ten minutes then SHE came back on the phone disguising her voice and saying she was a manager and had been informed of my behavior! Really?!?
I've given so many positive reviews on AT&T customer service. You can probably see that on my profile as well but this was just humiliarting. I went to the chat online and talked to a Marilou who informed me that AT&T couldn't turn my phone on without the MINIMUM payment and she was nice enough but at this point, I just want to be done with AT&T altogether. Unfortunately I have U-Verse and a contract but as soon as I can, I'm getting away from this. I can get a prepaid phone and not have to deal with being chastised. I'm so utterly disappointed in AT&T. For such a huge corporation, you'd think this kind of behavior would not be accepted and you would think that you guys could work with me on my bill to keep from turning my phone off.
One more thing, my early temination fee on my phone is $560, or so I was told today. So, I'm in this abusive relationship with AT&T and they won't let me leave with anything...