Turned over to Collections??????
For two months, we have been receiving collection notices from a credit collections company claiming we owed $198 to AT&T. For two months, we have been contacting AT&T to try to figure out why we owed anything and WHY we were turned over to collections. Each time we have called, we have never been on the phone for less than two hours.
On August 25th, we contacted AT&T and spoke with several customer service reps and none of them were able to find any outstanding balance owed nor any information on the account number we gave them. We received an email from a Raven H. that same date stating AT&T would investigate the issue and get back with us.
Today, September 22nd, we received another notice from the credit collections company. We called AT&T at 5p.m. to try to get some answers. After speaking with eight different people, and being disconnected every time they "transferred us," we finally found a customer service rep, Andrea, who said, "Yes, that account number is past due and you do owe $198." Ummmm, how did Andrea, after two months of no other customer service rep being able to find the account number, all of a sudden find the account number along with the balance owed?
When we asked for an itemized statement to be sent to us, guess what? We were disconnected yet again. Finally, at 7p.m., we managed to get through to Kwan, a quite unfriendly and unapologetic service rep who said he would send us an itemized statement for that account number.
And, yet, Kwan was unable/unwilling to explain why AT&T failed to contact us, as was promised in an email from Raven H. August 25th, to inform us of their "investigation into our issue," nor was he able/willing to tell us why this account, which more than 20 customer service reps were unable to find in the last two months, was turned over to collections. So, can any of the AT&T geniuses who monitor this community forum answer those questions for me? Better yet, can we get an apology from AT&T and a call from AT&T to the credit collections company to inform them that the error was on AT&T's end????? #ATTSUX