01-15-2013 01:12:23 PM
Yesterday I received a text advising me to contact AT&T immediately regarding my account. we had recently changed the account to be in my husband's name to take advantage of his company's discount. I have three lines and an iPad - so a discount seemed like a great idea. Problem is - my account number changed and when I paid my almost $ 200.00 monthly bill, the payment was posted to my old account and my new account was showing past due. Easy, right? Guess again. First I was told my husband had to call because I am not an authorized user on the account. After a half hour of run around - repeating info over and over again and being placed on hold for minutes at a time, I gave up and asked my husband to call today. The answer he initially received was that I HAD to call or we needed to both be on the call. I asked if a phone account could be in two names thereby resolving this issue. The answer was no.
He was given the same run around and finally asked for a supervisor. The supervisor had him repeat the same info, and finally admitted that no one at his level could correct the issue. Then my husband was told that AT&T would grant him an extension of ten days before suspending our account and that our "case" was going to some department where it would be resolved on or before the 22nd. He was even given a case number. (GRANT us an extension????)
No wonder AT&T charges so much - and talk about creating a mountain out of a mole hill - how many people does it take to simply redirect a payment from a closed account in our name - and we gave them all the correct passwords etc - to our new accounr?
The best part - first we were charged $ 18.00 PER LINE to switch from my name to my husband's - which no one told us at the time - and the discount is about $ 14.00 per month. Not even near the cost of the aggravation we have experienced.
Oh - and when I asked about the $ 200.00 credit balance on my old account - they apparently hold onto it for about a month and then send a refund check.
All I have to say is there are plenty of other phone companies out there. Our contracts are up for renewal and theVerizon droids are starting to look better and better..... Oh and my company gets a discount on all services.....
01-15-2013 04:53:45 PM
01-15-2013 06:21:50 PM - edited 01-15-2013 06:25:09 PM
It's not an easy fix unfortunately because you're asking AT&T to move funds from an account in one person's name and ssn into an other account with a different name and ssn, that is something that AT&T does not allow. However your situation is unique, and it will be resolved in your favor, but it might take some time.