Billing and shut off notices

[angeldragn]

So my bill was due not even two weeks ago, I received a shut off notice yesterday in the mail along with a bill for the end of the month with the full balance on it, not due until the 24. Well today my phone was shut off before I could even get out of work to pay it. I talked with someone about the not even 12 hour notice I received and she stated they emailed and called us several times. Well that's funny because I had not one message from At&T on my phone or any emails. Then she says well maybe the email address is wrong and we definitely sent them because it is stated here. I got on this site and emailed for a new password, guess what it showed right up in my email. So who else are they warning about my bill. Not me. I talked with customer care and they had not one good thing to say, could care less and then when I said I would pay my balance she said oh I can do that with a 5$ charge on your next bill. REALLY, 5 $ just to tell you the same thing I would tell the automated messaging system. I also wanted to lower my minute plan seeming as though I have so many minutes rolled over, well guess what they don't offer anything lower, they want to get as much money as possible from their customers. The discount I get through work ends up being 3$ a month because they don't add any fees until after the discount. And the worst part is I am stuck in a contract with this company. HORRIBLE BUSINESS PRACTICES!!

[ocphone]

I had a similiar experience- after being with At&t for 15 years (including the period they sold me off to Cingular) I am finally going to go and look at other providers- which I haven't really done.  It is much more expensive to get new customers than it is to retain them- and Randall L. Stephenson should know that.  He is the CEO and I was told mulitple times that per his instruction under no circumstances would a fee be waived- but I guess that is how he earns his $27 million dollar annual compensation.... until this hardline approach will send other customers like myself to look at other service providers that offer the same for much less.  After almost 30 minutes on the phone with customer service they told me to voice my opinion on the furum as they had nothing they could do and a forum moderater would respond...

[gregzoll_1]

If you know the bill is due, do not wait until the last minute to pay. My guess is that there is more to this story then is being told. You do not get a disconnect notice, unless you are more than 30 days past due, and have a history of not paying on time, or floating more than one month past the 30 days of the current billing period.

[ocphone]

The more to the story I am discussing is the lack of customer service. It is MUCH cheaper to keep a customer happy than to gain a new one. The way I was treated on the phone today was horrible and they refused to transfer me to a supervisor and gave me this forum to vent my frustrations while it will probably do nothing more than frustrate me more as I don't think anything productive will come from AT&T and just another example of customer service trying to get off the phone. I am not looking for pity or someone to tell me when or how to pay my bills- that is not the issue. I am disagreeing with Randall Stephenson and his offensive approach to customer service and frustrated that I need to spend the time researcher other cell providers to find the right carrier/plan that is suitable for my family. I have been a long and loyal paying customer who no longer feels that AT&T deserves my thousands of dollars paid to them each year. If I ran my business in this same I would have gone under a long time ago.... maybe I am wrong as I don't make $27m annually.

[gregzoll_1]

Every carrier and pay to watch tv provider has the same practice. You have a due date, do not pay by the date stated, they have the right to discontue service to you, until paid in full.

[dan7800]

I was in the same boat as you. I was an ATT customer for about 5 year with several lines. After a poor experience a few months ago, I called to complain and they were pretty quick to say Goodbye to me. No fight or anything. I've switched most of my business to another carrier who is happy to have my business.

[ocphone]

Thanks Dan for the input.  Being a thread on customer service and loyalty- I too was shocked when I was complaining that I was asked if I would like to close my account.  I have been out of contract for awhile and too was surprised of their approach.  I am glad you found a new service that works for you, I am in the process of talking with neighbors and sharing my experience with AT&T while checking on local service coverage of other service providers.  I think a hardline approach in sales works when you have a rare or limited product/service... but in a satuarated marketplace it seems to be the wrong approach.

[jamileh]

I'm sorry to hear that your sevice was suspended due to non-payment. 

While I understand it's frustrating, there are many ways to keep track of your account so you're not faced with this situation again. 

If you'd like, I would be happy to get you in touch with a member of my team who can review your account and help you navigate online account management.  

If you'd like that, 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.

[ocphone]

Hi Jamileh,

Thanks for the response. I handle millions in payments annually and have not come to this forum looking for debt/payment management advice(I think we can all agree that there are much better sources for that if needed). There was an emergency during this time in which I was unable to do things like pay my bills... all other venders that it effected were understanding and accommodating with exception of AT&T. I was told this policy was directly from your CEO and that with 100% confidence there was nothing anyone at your company would do anything about it as they would be in violation of this policy and could jeopardize their job. I don't think that a company wouldn't empower their employees and try to push me out the door the way she did. I am aware of AT&T reaching out for payments- and if AT&T solicits payment from me they should be sure that it works( See below for screen shot of your payment service not working- I tried several times). When I told your customer service rep said I would have to tell tech support about my problems- sorry I don't get paid to spend my day to help fix AT&T's tech issues.

I was looking for some customer loyalty from AT&T when I called. Instead, I was shown the curb. My efforts to address this with this forum I was directed to has done little more than frustrate me further with the lack out true outreach and consideration on AT&T's end in trying to keep a customer and feel belittled (If I have one account with you since 1998 I have demonstrated that I can pay my bills or we would have parted long ago). Company culture comes from the top- and it saddens me that after being such a long term (and long paying customer) I am being reduced to a deadbeat payer that needs to be instructed on how to make my payments.

AT&T take note- here is an example of how to lose good PAYING customer!!  Hope your $40 fee was worth it.

[jamileh]

I'm sorry we didn't provide the level of service we should have. Thanks for the screenshot though. I'll pass that on to the right team. 

I'm not aware of an inherent problem with the pay by text system (I use it myself) but obviously it didn't work for you. 

[wolfie1970]

I am harrassed every month when my bill is 3 days past due I start getting texts and automated calls warning of disconnection! I always make an arraigment to pay in a week or two which they always are happy to set up!
My complaint is the 21 day bill due cycle what ever happened to a 30 day cycle?

[MicCheck]

Billing cycles are one month. Your bill is due about three weeks after the bill date. You should notice your due dates are always about a month apart.

[ocphone]

Customer service failure continues- I recieve a voicemail from an online customer service person, I have returned and left 3 messages this month and yet another example of AT&T not able to provide customer service!! I have never seen a company seem so lost in this realm...

[MicCheck]

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ocphone wrote:
Customer service failure continues- I recieve a voicemail from an online customer service person, I have returned and left 3 messages this month and yet another example of AT&T not able to provide customer service!! I have never seen a company seem so lost in this realm...

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If you've had trouble reaching the Customer Care rep who contacted you, send a private message to Jamileh, so she can find out what went wrong. http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2548143

[jamileh]

Please let me know who you were working with so I can contact them directly. 

[ocphone]

Leslie.... again my original post is on customer service and the lack thereof. I was told that this disregard for customer service comes from the CEO directly and I honestly believe it were important to him I would not be experiencing all these follies...

[Edited to comply with Guidelines]

[Sammy11]

This is the worst company I have ever dealt with. The last thing on anyone's mind in that company is the customers. Just because you got an exclusive contract to sell iPhones a couple years ago (which is the reason I signed up with AT&T) does not make you a good company. Not only is reception service disgustingly bad, customer service is just a joke. All the reps do is repeat themselves like a machine not even concerned with what you have to say. I was out of town for christmas break and when I came back the phone was shut down. When I told them I receieved no notices they just said it is what it is. I did not agree but I told them I will pay the bill which was for $450. I paid $400 but held off on paying the $50 (which was the cancellation charge on my account which I disagreed with). They cancelled my service again because of that $50 and are telling me that I will be charged another $50 cancellation charge. I have been a customer for almost 3 years paying more than $200 consistently. That's almost $7000 in 3 years and they cancel my account again because of a $50 charge that I disagreed with. Well, no more. I'm going to tell everyone how TERRIBLE AT&T is (not that people already don't know) and cancel my contract. Yes, that's gonna cost me $400 now but I refuse to pay these guys another penny. They're so stupid that they do not understand I could have gotten them another $7000 in the next 3 years but they'd rather take the $400 or maybe I'll wait till I can cancel in a few months without paying anything. Either way, AT&T is losing business day by day and is gonna lose more and it's no surprise with the way they treat customers.

[MicCheck]

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Sammy11 wrote:

This is the worst company I have ever dealt with. The last thing on anyone's mind in that company is the customers. Just because you got an exclusive contract to sell iPhones a couple years ago (which is the reason I signed up with AT&T) does not make you a good company. Not only is reception service disgustingly bad, customer service is just a joke. All the reps do is repeat themselves like a machine not even concerned with what you have to say. I was out of town for christmas break and when I came back the phone was shut down. When I told them I receieved no notices they just said it is what it is. I did not agree but I told them I will pay the bill which was for $450. I paid $400 but held off on paying the $50 (which was the cancellation charge on my account which I disagreed with). They cancelled my service again because of that $50 and are telling me that I will be charged another $50 cancellation charge. I have been a customer for almost 3 years paying more than $200 consistently. That's almost $7000 in 3 years and they cancel my account again because of a $50 charge that I disagreed with. Well, no more. I'm going to tell everyone how TERRIBLE AT&T is (not that people already don't know) and cancel my contract. Yes, that's gonna cost me $400 now but I refuse to pay these guys another penny. They're so stupid that they do not understand I could have gotten them another $7000 in the next 3 years but they'd rather take the $400 or maybe I'll wait till I can cancel in a few months without paying anything. Either way, AT&T is losing business day by day and is gonna lose more and it's no surprise with the way they treat customers.

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So told them you would may what you owed, then didn't. And you're surprised they suspended your service again?

You said you pay $200/month, and owed $450 when your service was suspended. That means you owed for two months. Regardless of whether notice was received, why would you not expect them to suspend your service?

BTW, the restoral charge (which I think is what you mean by "cancellation fee") is $40. If you incur this charge, it appears on the next billing statement. So if you owed $450 when your service was suspended, that was the past due charge, not including the restoral fee. 

[jamileh]

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ocphone wrote:

Leslie.... again my original post is on customer service and the lack thereof. I was told that this disregard for customer service comes from the CEO directly and I honestly believe it were important to him I would not be experiencing all these follies...

[Edited to comply with Guidelines]

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I spoke with Leslie and she verified that she's spoken with you many times, including for about an hour today. 

I'm not sure where the disconnect is here but I do see that she's been in contact with you and has provided the proper repsonse for your billing situation. 

I'm sorry that you're not happy with the outcome but we need to abide by our policies. 

[Sammy11]

I owed $450 that month because as I said I was out of town so there were international charges and not 2 months. Also when I call them and object to receiving notice and they tell me it is what it is, in order to restore my service, what else would I do? If I didnt pay the 450 or paid a small portion of it then I'd understand but when I paid $400 which is about 85% of the whole amount, you are gonna cancel my service and charge me another $50 or $40? (btw I don't really why you bring up 40 or 50, there is really a $10 difference and I have not memorized specific charges as you have I guess.

[jamileh]

I'm sorry your service was shut off but it is necessary to pay your bill in full in order to use the service. It sounds like you had some extenuating circumstances that could have been avoided with a little pre-planning. 

[Sammy11]

Maybe it could have. I agree with you. But my main point is about customer service and their "it is what it is" attitude towards a cusotmer who has been a customer for almost 3 years and paid all this money throughout.

[MicCheck]

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Sammy11 wrote:

Maybe it could have. I agree with you. But my main point is about customer service and their "it is what it is" attitude towards a cusotmer who has been a customer for almost 3 years and paid all this money throughout.

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You said you were out of town for Christmas break and the phone was suspended when you returned. Charges incurred during said Christmas break were bill after you used them. In order for your service to be suspended, you would have had to have been behind BEFORE Christmas break. If I run up a huge bill during February, that bill won't be due until late March.

You said you paid all your money throughout...that is until you stopped. You stopped paying your bill, then said you would pay it and only paid a portion. For a customer who does that "it is what it is" is an appropriate response. You made your choices.

[ocphone]

Jami- that is anything but the truth!!!! She told me that she had never recieved my 3 messages (and never bothered to answer her phone the other times I have called and not left messages).  We have NEVER spoken until today, in which she called me as a response of your email(thank you).  I would be happy to prove detail of the times I would call if I felt it would make a difference.  I agree with the other post on here that the rehearsed responses that just get repeated over and over do nothing for customer service and there is no really listening to the customer or addressing questions/concerns but it is more of an endurance conversation, where AT&T stays on the phone until it can't be endured a minute longer.

[ocphone]

Food for Thought:

30 Ways to Show Your Customers They're Always Right - See more at: http://www.entrepreneur.com/article/65768#sthash.lpzdGQIN.dpuf