04-09-2013 02:19:52 PM - edited 04-09-2013 02:32:21 PM
Recently we have started having extreme problems with AT&T and their billing system. We have never had problems before, we always pay with our checking account in our local store, most of the time using the machine. For our February bill, I went in to pay, and all seemed well. The machine was having issues with the man in front of me, and the reps were trying to help him. The machine wouldn't take his information for payment, so they had me go ahead and try mine I guess to see if it was an issue with his personal stuff, or the machine itself. It seemed to have taken mine as usual, using my checking account. I got a receipt, and everything seemed fine. Fast forward to early March, and we get a nonsense letter saying we are overdue. I go right back down to the store, and bring my receipt, wanting to know what the deal was.
The CSR that day, went back in the back I can only assume to talk to a manager. 10-15 minutes later he came back, and said that the payment never went through, and I'd have to pay again. So we tried again, except this time, it wouldn't accept my checking information. We were forced to use our credit card, which we DO NOT want to do, as we didn't bring that much cash with us. Why would we? There was no problem on OUR end. So we investigated with them and they told us to just try our account again next month.
Here we are. Tried to pay this month, our checking account is locked out. We can't pay with it in the store, online, anything. We talked to online support as the phone reps were everything except helpful, and the man was actually nice and extended our due date by 10 days he said, and assured us this problem with our account would be resolved and we could pay with it as we always had.
Today I get a call, and they try to tell me my checking account is no good, it was flagged for insufficient funds, and we can't use it. What in the world is that? We have checked with our bank, the problem is NOT on our end, it is on YOUR end. I don't know if that machine got our information screwed up somehow when it failed to submit it for payment or what, but we need to know what to do to RESOLVE this. Our bank is not the issue. Our funds are perfectly fine, we have no problems on our end. All we get told by you people is to pay with cash or credit card. Unacceptable. We pay bills how we pay bills. Accept it, or stop billing us. Getting told that I am a liar and don't have money in my account is not something I appreciate. I want this resolved immediately.
04-09-2013 03:32:35 PM
If the bank rules that everything is in order and you still have the receipt for the payment on the month of February, then you may wish to send a private message to ATTCustomerCare. They are a great bunch of social media managers who can help you further. To send a private message, click on the blue envelope on the top right of the screen.
04-09-2013 03:38:00 PM - edited 04-09-2013 03:38:21 PM
We gave them a call immediately after being told that, as if we had all of our money suddenly missing, something would be very wrong/ some kind of theft would have taken place. We are never anywhere near zero on that account, always well above it. Our bank said there is no issue, and that I need to talk to AT&T. AT&T won't have any of it. The guy we had on the phone was just adamant we were lying, and just wouldn't have any kind of discussion about it.
I'm really thinking something with that machine screwed things up. Our bank account was then, last month, now, and always in order. The system won't even try to put our checking account through, it simply says our account is blacklisted and we can't even TRY to use it. Not that there is insufficient funds, that it is blacklisted.
I'll give that a try thanks.