12-03-2012 09:13:03 AM
I was two months late in my payment and was suspended, not disconnected from my services and on my notice and upon talking to a service rep I was never notified of a $30 reconnection fee. I was suspended in the evening and called first thing in the morning. The first rep I talked to said I was never disconnected, just suspended. I called and the service rep had technical difficulties and couldn't help look up any information. I called a couple days later and the rep told me the system crashed and she couldn't transfer me to a supervisor. How idiotic that a internet/phone company can have a system crash in the middle of the day when that's all they're supposedly good at!
I've been a customer since 2007 and this is the first time and they would not waive that fee blaming it on their system. I talked to over 4 service reps and a supervisor and they all seem to be reading off a piece of paper giving me excuses one right after the other. I am so dissappointed with ATT for how they treat loyal customers. They would rather lose a life long customer and the thousands of dollar they could be recieving from me for many years to come over a $30 fee. Shame on them!
12-07-2012 11:42:56 AM
I'm sorry that we did not give you the best service when you called in. I can't speak to what might have happened with the representative's computers but unfortunately computers give us all a little trouble sometimes.
I am sorry that we are not able to waive the connection free after the late payment. We can provide some options for payment so you can avoid this situation in the future. If you'd like to review your bill and your options, please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you
To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.
As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.
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