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tashadavis's profile

3 Messages

Saturday, October 14th, 2023 2:52 AM

Closed

Suspended service

   I lost my job, I tried to make payment arrangements. The website kept saying my payments did not go through..u called asking about payment arrangements, the customer service rep, spoke to two superviosrs, and was advised there is nothing they could do. So my phone is shut off until the 26th.   This company has no empathy nor do they care about customers. I am going to pay my bill in full, and leave this titanic of a company.

Accepted Solution

ACE - Expert

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27.9K Messages

8 months ago

Payment arrangements must be made BEFORE your bill is due.

MAKE A PAYMENT ARRANGEMENT

3 Messages

8 months ago

I was trying to do that. I was selecting that feature. I kept getting the response that my payment did not go through. I called the customer service, and the could not help..BEFORE the due date. 

ACE - Sage

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118.3K Messages

8 months ago

AT&T does not suspend service until you are way overdue. And payment arrangements cannot be made if you have already maxed out the number of payment arrangements you can make for the year. 

 So this isn't passing the sniff test. 

AT&T customer support cannot override the computerized system, for a good reason. For years AT&T was willing to extend payment arrangements out for months as long as people kept paying. Didn't matter that they were in arrears for hundreds or thousands. AT&T realized that it's customer support did have empathy, to the point where the company was losing money on people who had no intention or no ability to pay. So several years ago AT&T cut off the ability for customer support to make payment arrangements beyond what is available in the computerized system. Computers do not have a heart. But they also can't be sold a sob story that may or may not be true.

Good luck with another service provider. You'd be amazed how many of them do want to be paid.

Community Support

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232.9K Messages

8 months ago

Hey there! We understand that this is a sticky situation to be in, and we are here to help you through this.

However, as the @Ace mentioned, you cannot submit the payment arrangement request after the bill is due. Since your services are suspended, you will have to pay the past dues in full to restore the services.

Please reach us back if you have further questions/ concerns.

Thank you for visiting AT&T Community Forums!

Susan, AT&T Community Specialist.

ACE - Expert

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32.5K Messages

8 months ago

@tashadavis 

There are rules to payment arrangements. When they can be made and how often.

Bottom line they are a business, not a charity. They don't get paid, you don't get service. Empathy (as you would call it) was too excessive in the past resulting in them losing money.

In the end this is your financial responsibility to manage, not theirs. I get you are in hard times, but as a business they cannot just be lax with everyone who has a "hard time". I wouldn't expect different from other service companies. Don't blame them because you can't pay your bill.

3 Messages

8 months ago

SkeeterinTexas, I want to thank you for your kindness. I really appriecate your kindness. You did not call me a liar or treat me like I was trying get something for nothing. Your comment was very kind and not vicious. I am in a bad situation, I tried to do a payment arrangement, but I guess I may have done it wrong. I tried calling to get help, that did not work. But are very kind. I have never wanted something free, I have never needed to " pass a sniff test"  nor have I ever "blamed a company" because I could not pay my bill. Again you were very kind, and I thank you for not being a bully.

ACE - Expert

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32.5K Messages

8 months ago

To be clear, nobody was a bully in this thread. Yes some like myself post more bluntly with the reality of the situation. I do hope you get back on your feet.

When you claim a company has no empathy or care for their customers, when they are unable to pay their bill, then you are putting blame on them. Business have to function with more certainty of payments received. A small individual owned shop can at their own risk give more leeway with their personally known customers, but a national business must have functions built into the rules to avoid agents giving away everything left and right.

At the very least you understand how the process should work if ever you need it again in the future. If you still choose to leave over this, be prepared that any other company should function similar regarding past due bills. Either way, have better days ahead.

3 months ago

This company cares nothing about its customers - sign up with anybody else first 

Former Employee

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2.7K Messages

3 months ago

They are a business not a charity. 

3 months ago

Att made $72.305B this past year

they have money to care about their customers. Drop this they are a business not a charity bull crap. That’s how they programmed you to lose your humanity and side with Billion dollar companies rather than the people who are like you. 

you are a couple of paychecks away to being the one in need of such help. These companies won’t care about you either.

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