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Lucinda36's profile

2 Messages

Tuesday, October 24th, 2023 4:08 AM

Closed

AT&T REP SAID TO MAKE PARTIAL PAYMENT FOR RESTORING SERVICE

For the past month and 1/2 I’ve been trying to deal with AT&T and Assurion billing issues . I’ve spent probably a total of 40 hours on the phone with these people getting transferred back and forth to Agents that would circle me around . Finally today I was able to speak to a representative that offered me a solution of making a partial payment and then making a payment arrangement for remaining balance to restore service of my lines . However once I made the payment and was transferred to another agent I was told that’s not something they can do . How is it possible that they are able to tell customers false information? 

ACE - Expert

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32.5K Messages

8 months ago

If your service is turned off because you are past due, the only way to reinstate service is to pay the ENTIRE balance. Any kind of payment arrangement option you might have must be made before the bill is past due. Once service is suspended paying your bill is the option.

As for how it is possible, because the agent is human and not some perfect being. Either they made an honest mistake or just told you what you wanted to hear to get you off the phone.

2 Messages

8 months ago

I understand that part completely I’ve worked in wireless myself , however the balance that caused my account to become suspended was the balance that was charged from assurion , not from my AT&T service . That’s the part I’m frustrated about , being told the are two separate companies when I’m calling in to ask about things on my bill but then at the same time it’s effecting my service with AT&T . However, maybe there was a disconnect on my part and I need to reach out to another department regarding  the options discussed with the rep 

ACE - Expert

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32.5K Messages

8 months ago

Asurion is a protection plan for phone companies. As such the cost goes on your AT&T bill. There is no waiving (even temporarily) on any amount due during a dispute. Until such time (if ever) the bill is adjusted, the amount shown is what you owe. Easy way to consider it is AT&T paid Asurion on your behalf and now you have to reimburse AT&T.

In general that is how a lot of companies work. Ideally you get the dispute resolved before the bill is due. If not, then you pay the entire amount to avoid late fees or service interruption. Once dispute is resolved in your favor, then any charge reversal/credit goes on the next bill.

Hopefully you get it sorted. But until then it is pay complete bill to get service restored as has been their policy for years.

ACE - Sage

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118.3K Messages

8 months ago

@Lucinda36 

If you were charged a deductible by Asurion, or a non-return charge by Asurion for not returning a damaged device that you made a claim on, you have to take that up with the insurance company. But you can't just not pay the bill.

(Another reason why I do not recommend using insurance.)

Community Support

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232.9K Messages

8 months ago

Hello @Lucinda36, thank you for reaching out to AT&T Community Forums. We'll be happy to help you.

 

We understand your concern and will help you get this sorted. We do not have any option to restore the wireless services unless the past due payments are cleared in full. Payment of the total past due balance is required to restore service. You can use several methods of payment.

 

Here’s how to get your service up and running again:

  1. Pay your full past-due account balance. You can:

For more information on how to ⁠restore services

 

Hope this information helps, and do reach out to us if you require further assistance!

 

Thank you for contacting AT&T Community Forums,

Mike, AT&T Community Specialist

ACE - Expert

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32.5K Messages

1 month ago

@Yerika 

AT&T only bills once a month. A late fee should show on the bill after the payment was late. A restore fee would be on the bill after the service is turned on. Depends on when your service dates are on what the date of the bill you see them on. If the restore fee didn't show up until two bills after, that would be a concern as should be the following bill from when turned back on. But charge being a bill delayed doesn't mean it isn't valid.

Don't want a late fee, then pay your bills on time. Don't want a restore fee, don't be so late they shut off service. At the very least if you know you're going to be past due, call AT&T to discuss a payment arrangement first.

Nothing about scamming people out of their money. They provide a service, you pay it. You don't pay it, or don't pay on time, then naturally there are consequences. That is just how the real world works.

Not up to you how anyone gets paid. However there is such a thing as a living wage. People aren't go to do a job for peanuts compared to the cost of living in most of the country. And if you think it is so easy, then you should get a job working a call center where you spend 8-10 hours a day taking calls non-stop, have your bathroom breaks and breathers micromanaged to stay within compliance for strict adherence to schedule and to keep the lowest possible handle/call time. I've done it before with another company and certainly wouldn't do it for a measly $7.25 an hour. Consider that the most happy person has no reason to call any customer support and vice versa. And you're supposed to be their punching bag with a smile on your face? Good luck, lets see how long you last in such an environment.

ACE - Sage

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118.3K Messages

1 month ago

@Yerika 

    That is the least mature and most entitled post I've seen in a week.

Late fees are charged by every single business, whether it's a credit card company, electric company, oil company, your mortgage, your rent etc.

   How on earth you think there's something unethical about charging a late fee because you didn't pay your bill on time?  It's not like you don't know when your bill is due, it's not like you don't know that you'll be charged a late fee since it's a part of every single agreement that you have with every single business that you do business with.

     

Restoral fees are charged by every single postpaid service provider.   

Verizon charges $20 per line to restore your account.  Plus the minimum $7 late fee.

T-Mobile charges $20 per line for up to three lines, so possible $60. Plus taxes, plus late fee

 AT&T charges a $35 restore fee for the entire account. Late fee is $7

If you don't like it, use prepaid. Prepaid does not charge a late fee because there is no bill. There is no restore fee. You simply continue paying and service resumes the only penalty for not paying your prepaid service is lack of service.

    

ACE - Expert

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14.4K Messages

1 month ago

You should edit the first screenshot--your name and phone number are visible.

The current bill (due June 2) is for service from May 12 - June 11. I'm assuming that that is the bill in the first screenshot showing the restoral and late payment fees. 

Do you have a screenshot of the April 12 - May 11 bill showing those fees were on there?

ACE - Master

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11K Messages

1 month ago

Seriously, you need to edit those screenshots that CLEARLY show your names and phone numbers.

ACE - Sage

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118.3K Messages

1 month ago

You aren't allowed to post personal and identifying information on this forum.  When you agreed to the guidelines you agreed not to do that. You also agreed to keep your language PG at worst You haven't done that either. 

The filter can pick up inappropriate language. It cannot pick up the content of an inappropriate picture 

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