We have a credit sitting on our account of $271 sitting on our account since April. The credit is due to an AT&T CC person not putting the International calling feature back on after re-working the account for the best price plan. International calls began to be billed at $3 per minute. Called back and was told that the the difference would be credited by the next bill cycle. Because it was never credited, we keep having a balance past due. Now I find out that they can't credit you when there is a past due balance. OK, why didn't they fix it when in the first billing cycle? Well here we are in August and still can't get it applied. Regular Customer Service is only available M-F 8-5. How convenient...for AT&T. When you select the Billing option you are put on terminal ignore. Last time I tried at work, I held for 30 minutes and no one ever answered. The Chat department is useless as they can't do anything, but give you patronizing scripted answers. One of them actually started a sales pitch about TV service. ARE YOU KIDDING ME? In the past 3 days I have been ASSURED that the credit would be applied in: 2-4 hours, 24 hours, 24-48 hours and yesterday by midnight(almost 72 hours right?). Guess what..IT's STILL SITTING THERE AS A PAST DUE BALANCE. There is no past due balance. That is the only thing on the account. The Accounts Payable department is about the only place where anyone knows what they are doing. Guess what, they can't apply credits. Only Customer Care. Good luck with that. Even if you get through to them, you'll get a different story every time. The one time I got through quickly to someone is because I selected the "new service" option..hmm obviously sales gets priority over customer "care". You'd think that by this point, this issue would have been turned over to some type of "escalation status" department. Nope. The purpose of posting this is, to ask AT&T why would we continue to do business with a company that doesn't have personnel with any consistent knowledge base or ability to rectify a billing issue like ours. Obviously, the customer base is so large that AT&T doesn't need to worry about losing customers as they can be replaced easily. All I know is,based on this experience, I don't have the time to attempt to resolve any future problems, which probably will never be fixed.
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