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Tutor

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6 Messages

Tue, Nov 19, 2019 7:12 PM

Customer Service reps in online chat - see how stupid they are

AT&T : Hi, I’m AT&T’s automated virtual assistant. How can I help you today?

Me : why is my new bill not showing 3 days after my cycle is up?

AT&T :

We found the following information which could be helpful:

  • Why is my bill so high?

Me : no, let me speak to a real person

AT&T :

So I can assist you further, please select a product I can help you with:

  • AT&T Internet
  • U-verse TV

Me : U-verse TV

AT&T :

Please select one of the topics to chat about below:

  • Billing
  • Payments
  • Shopping
  • Check order status
  • Move or Modify Service
  • Technical Support
  • Sign In & Password Support

Me : Billing

AT&T :

Please tell us your first name.

Me : Kay

AT&T :

Thank you. Please wait as you are assigned to the next available specialist for account support.

Jay : Thank you for contacting AT&T. This is Jay, may I have your name please?

Me : Kay

Jay : Good afternoon Kay.

Jay : How can i help?

Me : My billing period is the 16th of the month thru the 15th of the next month. Now, two months in a row, att can't seem to post the bill online in a timely manner. what the heck is going on???

Me : please tell me the truth - every rep I have spoken to in the last 3 months, supervisor included has LIED to me

Jay : My apologies for the trouble Kay. I know this is absurd. Let me access the account to see what's going on.

Me : please

Jay : One moment while I pull up your account information.

Jay : I'm on the account now. Let me review the billing period.

Jay : Please bear with me Kay.

Me : ok

Jay : Thanks.

Jay : Thank you for your patience Kay.

Jay : I've already review the bill and back track the records. I can see that last month there was a balance and was added on your current bill. That is a final bill when you switch from Directv to UverseTV

Jay : Your expected bill should be $115 before taxes

Jay : Bill will be generate every 15th of the month

Me : look, that does not answer my question. The amounts were totally screwed up and att screwed me for add'l funds because you ignored my install appointment after I waited for 6 hours and there was add'l days on DTV. Furthermore, the last bill where I paid 269.21 was supposed to have the additional amount split between 2 bills and your chat supervisor Jeff told me that would happen and it did not - more LIES

Me : so I just went ahead and paid the whole thing to be done with it. SO, back to my original question - why is my bill being posted so late after the supposed end of billing cycle???

Me : OR are you changing my billing cycle to the 20th thru the 19th? AND if so, when will that be reflected online???

Me : I should have to contact ATT every month to see what my bill is going to be!

Me : should not

Me : so if my bill generates on the 15th - why isn't it online yet??

Jay : There are no changes on the billing cycle on the account.

Me : then if it generated on the 15th - where is it? and why can you not see actual charges, only an amount before taxes?

Jay : Let me give what was the break down for th charges.

Jay : One moment.

Me : i don't want a breakdown

Me : i want to know why the system is not showing the bill until 4 days after the billing period is up???

Jay : You're asking if i can see the charge before taxes.

Me : NO

Me : I'm asking WHY CAN'T YOU SEE THE TOTAL WITH TAXES 4 DAYS AFTER MY BILLING CYCLE IS UP?

Me : AND WHY ISN'T IT ONLINE?

Jay : I will engaged my supervisor for you.

Me : if you don't know, just say you don't know!

Ld : Hi. My name is Ld.Please allow me to read the transcript above.

Me : the last supervisor I spoke to here - Jeff - totally LIED TO ME

Ld : Please allow me to review your account here, I understand that you chat in today cause you want to talk about the bill, specially the past due balance, is that right?

Me : no, because I PAID THE ENTIRE AMOUNT DUE the end of last month. I'M LOOKING FOR THE NEW BILL FOR THE PERIOD 10/16 THRU 11/15 and it's 4 DAYS LATER AND NO BILL IS ONLINE

Me : WHAT IS THE DELAY???

Ld : Please stay connected as I review your account here, is that okay with you?

Me : fine

Ld : Thank you so much.

Ld : Thanks for holding, I do believe that you switch from Directv to Uverse, the bill what I can see here as the past due balance in your account is your final bill of your Directv service before switching to Uverse tv.

Me : I'm looking at my last bill online and it says balance due 0. how the h*** are you expected to help customers if your system doesn't even show accurate information? WT* are you talking about? I have already paid my bill from 9/16 to 10/15

Me : furthermore - that "past due" amount was supposed to be split into 2 bills - per JEFF -chat supervisor AND THAT DID NOT HAPPEN IN THE SYSTEM OR OTHERWISE so even tho I have a fixed income I paid the full amount anyway.

Me : besides, my last DTV bill is not the issue. AGAIN, MY ORIGINAL QUESTION: WHY IS THERE A WEEK DELAY IN MY BILL BEING POSTED ONLINE???

Me : how many times do I need to ask the same question for someone to understand what I am asking?????

Me : Is english not your first lanuage?

Me : language

Ld : You need to contact our digital assistance center, if that is the case to check what is going on with you online account.

Ld : You can reach them via 800-288-2020.

Me : oh lord, the phone agents are no more informed than you are.

Ld : Digital assistance center can help you with your online account.

Me : fine.

Responses

Accepted Solution

Brand User
ATTCares

Administrator

 • 

107.5K Messages

2 months ago

Thank you for sharing your feedback, @hockleygirl.

We understand how frustrating it is to be left with no answer to a simple question, and it is never our intention to leave anyone feeling like they could not get the assistance they needed. We'll make sure that we pass this feedback along the appropriate channels.

With that being said, we would be glad to help with your billing question.

Bills can take up to 5 days after your bill cycle date to process and generate, and should be available to view online within 8 days after the bill cycle date. If you have a myAT&T account or participate in paperless billing, you should receive a Bill Ready Notification to the primary email address on your account letting you know that the bill is available to view, and a quick summary of any changes to the amount due.

We hope this information helps, and if you have any other questions or concerns, please let us know.

John, AT&T Community Specialist

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.