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w13's profile

1 Message

Sunday, March 31st, 2024 11:35 PM

ATT customer support made mistake and I had to pay for it.

On 3/19/2024, I called customer service for an invoice bigger than expected.  The support cleared up my puzzle, partly due to no paper billing causing confusion.  I requested to mail paper invoice to me instead of email, which she claimed done.  She also offered to withdraw from my bank account at that moment so that I did not have to send payment, which I gladly accepted.

Upon receiving the latest invoice from email (BTW, I have not received any mail on invoice), I was surprised to see a bill of $147.40.  Thus, I called support again on 3/29.  Turned out the agent on 3/19 did not withdrew from my acct!  I got stuck with a $10.00 late charge!  After speaking to the line manager, he was excellent to explain to me about the late charge, but not listening too well.  I explained to him on the 3/19 conversation, that I was not the guilty party of not pay up.  I should not be charged the late fee.  This gentleman stood firm that he rejected my claim.

If I made a mistake, I would gladly pay.  In this case, the "helpful" support OFFERED to withdraw from my bank acct, but she did not.  Sure, I can pay the late penalty, but how can I trust any ATT support in the future?  Mr. Manager's less than helpful attitude to resolve my issue is the last draw.  XFINITY offered a much lower rate a year ago, while ATT tried to increase my monthly rate.  I chose to stay with ATT because I was somewhat happy with ATT, but my loyalty does not bring any good will from ATT. Thus, I check around for alternatives.  XFINITY offers me less than 1/2 of your rate for 1 year and 1/2 rate for 2nd year and EZEE has optical fiber to my house.  Let me remind you, the big Bell, there are competitions out there.  Once I decide, this may be my last payment to ATT.

Community Support


232.9K Messages

3 months ago

Hi @w13,

We hear you. Let's get the help you require.


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