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30yearcust's profile

Contributor

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3 Messages

Thursday, February 9th, 2017 4:25 AM

Better arrangement process needs changing, especially after devastating financial loss on no bundle

I had arrangements for my bill that 1 day past the 7th of February. No one could assist me and my service was turned off. It is a huge disappointment to have delay after delay to debundle as it is far too expensive to do. It took at&t 6 months to debundle me!

 

Very poor service.

Accepted Solution

Official Solution

Community Support

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232.4K Messages

7 years ago

Hi there @30yearcust,

 

I know how important it is to get your bill taken care of as soon as possible. I would like to apologize for the lack of expediency when separating your bills. This is not something we would like our customers to experience. I would be delighted to help out and share some information with you.

 

Once a payment arrangement is broken, the account will go into non pay suspension, and the entire past due balance will need to be paid in full in; including any remaining from your bundled bill. The payment arrangement system is fully automated, and changes would need to be made before the arranged date.

 

I do hope you were able to resolve this issue and get your account restored. If you have any other questions, please don’t hesitate to come back to this thread! Thank you, and have a wonderful day!

 

Portia, AT&T Community Specialist

Contributor

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3 Messages

7 years ago

Portia,

I requested a 3 day later period. This was stated they could not do.
This is unacceptable.

Community Support

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232.4K Messages

7 years ago

Hello again @30yearcust!

 

Welcome back to our Community Forums! Depending on the account status, this will affect the eligible timeframe you wish to make a payment arrangement after the due date For example if the account is already past due, a payment arrangement would not be available, and the past due balance must be paid in full for services to reactivate.

 

A suspended account would become eligible for a payment arrangement once the past due payment posts. After this you would be able to schedule for the remaining balance. For further assistance on how to make a late payment arrangement plus additional guidelines, please click here.

 

I hope this answers your question, please let us know if you have any additional concerns. I hope you have a great weekend!

 

Portia, AT&T Community Specialist

Contributor

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3 Messages

7 years ago

No. There was no such option.
I had to pay both amounts at the same time when one payment was a day late and the second payment was not due.

Have a great day,

Sherry




Tutor

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8 Messages

7 years ago

I just added a question myself since i was dumped by the last agent I was on chat with and then the service area that I was then advised I should speak with was closed. My question was very detailed since I am going on month 3, at least 30 hours of my time and almost 2 thousand dollars in payments, only to correct my account to the way it was set up! And it's not like the contract was a spectacular deal that the company doesn't want to honor.....the bundle price that's currently offered for my same exact service plan is actually $5.00 CHEAPER than what it was when I signed up!

This type of treatment to loyal customers is not acceptable and it's wrong!

Community Support

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232.4K Messages

7 years ago

Hello @Kschafrocks1,

 

I am very sorry to hear of the experience you had, and this is definitely not how we want our customer interactions to go. 

 

I would like to take a look at your situation, and see if I am able to assist in getting this straightened out for you.  If you can please send a private message to @ATTMobilityCare, and please include your full name, account number, and the best time and method to reach you; I would really appreciate it!

 

I look forward to hearing back from you!

 

Portia, AT&T Community Specialist

Contributor

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2 Messages

6 years ago

Horriable customer service 

I missed the arraignment by a day and the next morning suspended and now I can’t even call or chat with support 

Former Employee

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32.9K Messages

6 years ago

@Mike20np  if you can post on here you can chat in using the contact us link at the bottom of the page, the service disconnect it automated and the computer shuts it off, its done this way to take the human element out of the equation. and cannot be over ridden by any customer support rep.

ACE - Expert

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14.3K Messages

6 years ago


@Mike20np wrote:

Horriable customer service 

I missed the arraignment by a day and the next morning suspended and now I can’t even call or chat with support 


Well, yeah. If AT&T agrees to let you pay late and then you don't uphold your end of the bargain, what do you expect? How many days should they allow people to miss the arrangement by?

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