First of all, she starts the chat with HEY. i should have known I was wasting my time.
This is How the chat went.
Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'Ashley ***'
Ashley ***: Hey Fancy, I would love to look over your account with you and see why you are suspended. Let's get started.
Fancy: Very well, are you still there?
Ashley ***: I am, I apologize. I was waiting for a response.
Ashley ***: Looking over your account, I see that you were suspended for non-payment. However, your payment was received today and you were restored automatically. All we have to do is power off the phones, & power them back on. Then your services will work again for you.
Fancy: I disputed some charges for the first month of service with ATT a couple of weeks ago. I did not receive a revised invoice with the new amounts and suddenly suspend the service.
Fancy: And I was further advise there will be an additional $40 charge reconnection fee next month. I am really having a hard time getting every settled with the billing for this new service.
Ashley ***: I see that you had some charges credited back to you. However a new paper bill is not sent out to you. It would be shown in your online account.
Ashley ***: However your bill was due on the 12th, because it has been 12 days, you were suspended for non-payment. When you are suspended for non-payment and you are restored, there is a $40 restoral charge. This is a standard charge in order to restore service. I know this is frustrating for you, however I can definitely show you some great ways to prevent this from happening in the future.
Ashley ***: I would love to show you how to set up a payment arrangement.
Fancy: I will set up autopay once I am confortable that the monthly charges will not be so inconsistent. So far, billing has been a nightmare, and will not automatically pay frivolous charges
Ashley ***: Your current plan is $120/month +taxes
Ashley ***: However, I see that you have data overage charges on your current bill.
Fancy: How would I know that I shouldn't expect a revised bill in the mail if I didn't sign up for electronic billing. The $40 reconnection fee should be waived. And once I received the first correct bill, I will set up autopay.
Fancy: Yes, I am aware of the overage for the month of July
Ashley ***: Only one bill is sent out per cycle. Whenever you call or chat in and receive a credit, it is updated in your online account. We do not print & send out new bills to customer because we can not remove the charges that were created, which is why you received a credit.
Ashley ***: Also, we can not waive a restoral fee, it is a standard charge due to the account being suspended for non-payment.
Ashley ***: Your data overage charge is $15/gb
Fancy: I am still within the timeframe to disconnect the service with ATT.
Ashley ***: May I ask why you are looking to disconnect with AT&T?
Fancy: It doesn't make any sense that I was waiting on a bill and I was supposed to know that one would not be sent out. I do not sit in front a computer monitor different providers websites. I am running a business. A paperbill comes and it is filed and paid. SIMPLE
Ashley ***: I understand that you are upset, however when you called in about receiving the credits, they were automatically applied to your account. Therefore the correct balance is displayed in your online account.
Fancy: I should have been advised on the phone that a bill would not be sent out and the new charges.
Ashley ***: I apologize for any misunderstandings, however the charges were credited back for you, however they were valid. Therefore a new bill can not be created & sent out. Unless requested for a $5 charge.
Fancy: This is how I manage my invoices. If I don't get a bill I will not remember to go pay for it.
Fancy: At the very least a courtesy text warning service disconnection
Fancy: or message
Fancy: I expect the first month of service not to be a smooth transition, but this is borderline ridiculous.
Ashley ***: Emails, Calls & a letter were all sent to you.- THIS IS A LIE
Fancy: Are you kidding me. I did not receive any messages on my phone or email.
Ashley ***: There are 3 calls shown in your account notes, 7/19, 7/21 & 7/21 again.
Fancy: To the primary number of ***?
Ashley ***: ***
Fancy: That is not the main line, and I was very clear about that from before.
Fancy: The driver uses that phone to confirm services
Fancy: This is such a hassle
Ashley ***: I apologize, however that line was set up as the primary. I can change that for you right now.
Ashley ***: I would love to solve all you issues today, are you still with me?
Fancy: you are not providing me with any solutions, you are just highlighting the problems
Fancy: I was SUPPOSE to know the ATT billing Procedures as if I worked there. I was SUPPOSE to know that ATT setup the wrong number erroneoulsy despite my request. How exactly are you solving my issues
Fancy: I will be billed $40 for the things I was SUPPOSE to know.
Ashley ***: I know you are frustrated, I would be to. However I am trying to help you solve these issues. I changed your primary number, and I am letting you know the bill procedure.
Fancy: Let's go back to the disconnection procedures.
Ashley ***: You are currently signed in a 2 year contract, and past the 14 day disconnect period. So you would have to pay Early Termination Charges for both lines.
Fancy: Of course.
Ashley ***: We would hate for you to have to do that. This is why I would love to help you prevent any of this from happening in the future.
Fancy: What would help is to waive the reconnection fee because it was a clear mishap on the part of the company. Not just tell me of the things I was SUPPOSE to know as a new customer.
Ashley ***: I am speaking with my support team now.
Ashley ***: Fancy, I know this must be a shock for you. However because your first month bill was already disputed for valid charges, and you did receive a $114 credit, we are unable to waive any restoral fee's. It is a standard charge for being suspended due to non-payment. We can go through your options again on how to prevent this in the future.
Fancy: Very textbook. Your sarcasm is rather remisced. The customer being penalized for the shortfalls of the company. The assumption is that I have access to a computer to monitor ATT invoives. Thank you for you help in this matter. Please provide me with the name of your teamleader and or supervisor who assist you.
Fancy: Hello, are you still there?
Ashley ***: Tashema
Fancy: Please provide the full name or employee reference ID
Ashley ***: I can give you her first name. We are not able to give out last names.
Fancy: May I have the employee reference ID? I have your last name!!
Ashley ***: *** is her employee reference ID
Fancy: Thank you.
This is the best customer service ATT has to offer. What a nightmare.
[Edited for privacy.]