Inability to work through an issue with cancellation

[crftyldy1219]

Been a Uverse Bundle customer since 3/7/09.  I also have a separate cell phone account much longer with ATT.  Between the two services I pay in over $500 a month.  Lately I've had some challenges with working long hours and forgot to call to make a payment arrangment to extend past due out a week or so.  Typcially I get a notice on my TV or courtesy call that I'm behind and need to take action.  The last two times I didn't get any notifications or calls, although I was told last week it was mailed (never received).  I was a valued customer for all these years. The last time I missed calling in they restored without my asking and only by agreement to pay in a week.  This time the wouldn't so I was frustrated and I called back and told them to cancel services.  I realized I did that in haste and it was my error and attempted to call back in and cancel the cancellation.  One person told me a I could cancel the cancellation but then when transfered I was told I could not I'd need to do new services.  Bottom line within a week I paid not only the past due amount  but current amount and have a zero balance.  I called and asked about new services and if could just keep equipment I have to save on their time and expense and just pay the restoral fee for all 3 services (tv,internet and home phone). I was told that based on the Sept issue I am now a credit risk (despite the many years being valued and good customer since 2009).  They now want a $499 deposit to restore services.  Which I could see if I was a bad payer and disconnected at their discretion not based on my request.   They will not take into account my past history with them nor my cell phone services which are also in good standing.  No one will work with me.  So it's sad that they have now lost a long term customer because no one can work with me on the issue.  I'm also thinking of changing cell services based on this experience.  Over $500 a month customer lost.  Sad very sad, then I find out to actually make a complaint I have to send a letter to TX.  More than likely it will go in a pile with no response. 

[oufanindallas]

Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Their normal business hours are from 7am to 10pm Central Time. Please take into account weekends when contacting them.  

To check for their reply, click the little blue envelope.