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terrancevd's profile

6 Messages

Tuesday, December 12th, 2023 3:56 PM

Closed

Billing

I had an issue with my bank and new my payment was going to be returned. I reached out to customer service and told them the payment was going to be returned. trying to be one step ahead. it was a Tuesday night. I explained to them that i get paid in 3 days and thats all i needed. the rep told me after reviewing she bad better news. I can pay the everything by 12/20! i was grateful. Now I keep getting calls from atnt saying they will cut service off now if i don't pay. I called and explained and even they see the transcript everything that was told to me and said it's the system and they want payment now or my services will be off. i been a customer since 2012! over 10 years 1 interruption ever during covid time. You mean to tell me that my services will be off and no one and i mean no one can override this until Friday? 3 days?  I don't understand how you can see where an agent told me i have until 12/20 and you still tell me its nothing you can do? I literally beg and pleaded. I asked for supervisor, been 30 mins! asked for retention and was told they will tell you the exact same thing! I am Livid!!! I need my phone the next 3 days. What is it I can do?

Accepted Solution

ACE - Expert

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27.7K Messages

4 months ago

1.  CS Agents no longer have the ability to override anything to do with due dates, late payments, service disruption.  Apparently they were abusing that power so it was taken away.

2.  Payment arrangements can be made BEFORE your due date.  This might not have been an option in your situation.

3.  Any issues you had with your bank is if no concern to ATT and it does not forgive a late payment.

4.  I’ve been an ATT customer for 50 years going back to Cingular days but I do not expect special treatment.  Rules is rules.

6 Messages

4 months ago

@skeeterintexas   

 Maybe you should read it again because you clearly didn't seem to understand. The only thing you said that I can agree with and understand is #1. But lets go over your breakdown really quick 

2.  Payment arrangements can be made BEFORE your due date.  This might not have been an option in your situation.

The arrangement was made BEFORE my due date. So that was done correctly:)

3.  Any issues you had with your bank is if no concern to ATT and it does not forgive a late payment.

It may not be their concern, but I called prior to the return to let them know if the new account number and changes. Also informed them that the recent payment is going to be returned.  I was told by the agent, the employee that works at ATT that I would be fine and not to worry. and gave me until 12/20.  Had they not been able to verify this information I would completely understand. But they read the chat transcript and they saw everything I told them AND STILL refuse to override.  That is a big problem for me!!

4.  I’ve been an ATT customer for 50 years going back to Cingular days, but I do not expect special treatment.  Rules is rules.

1 year, 5 years, 10, 30, 50, 100 it doesn't matter. Loyalty is loyalty. Special treatment was not asked for nor any rules were broken. 

ALL I asked for was to honor what they employee told me which they can see I WAS told that. I don't need until the 20TH, just till Friday. 

Hope this clears up what you missed when reading the post.

ACE - Expert

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27.7K Messages

4 months ago

So you made a payment arrangement but failed to make that payment (for whatever reason)?

When was your payment due?

When did you make the payment arrangement?

Again, late payment, cancelled service, etc. cannot be overridden by CS agents.

MAKE A PAYMENT ARRANGEMENT


Keep in mind that:

  • When making a payment arrangement, you commit to pay with the selected payment method on the chosen date.
  • Payments start to process at 12 a.m. ET on the scheduled payment date. 
  • Payment arrangements, or payments scheduled to post after your original bill due date, can’t be changed or canceled. 
  • If you use AutoPay, be sure to pause it for the current month. AutoPay will resume the next bill period.

(edited)

Community Support

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231.2K Messages

4 months ago

Hey there! It's been a pleasure having you as a customer of AT&T for so long, and we don't want you to feel this way about our services. We can provide the assistance you require.

 

We'll need to look into your account details to understand the situation and assist you, so we're moving this conversation to a direct message. Please look out for a DM notification from us.

 

We're here to assist you!

 

Thanks for visiting AT&T Community Forums.

Kelly, Community Forums Specialist.

ACE - Expert

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14.2K Messages

4 months ago

Has your service actually been suspended or are they just telling you it might be?

6 Messages

4 months ago

@MicCheck  it is now. Like an hour ago

someone reached out to me here at 7pm but I wasn't online.

6 Messages

4 months ago

@ATTHelp 

Is someone going to respond back to the DM

Former Employee

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2.6K Messages

4 months ago

If your service was suspended for non payment you’re way past due. The only way to restore service is to pay the balance in FULL. 

6 Messages

4 months ago

@Lockdowncraziness  

ok so the past due payment was made. The day it was set up for automatic withdrawal I had to change the account number due to fraud. I called atnt right away and let them know that payment was going to be returned before it did. the agent informed no worries we will move the date to 12/20. So now the new date is 12/20 which is 7 days away. 

They saw this in the transcript between me and the agent. but because that payment was returned, they cut if off. This is information i clearly told them.

So are we on the same page now? 

 

Former Employee

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2.6K Messages

4 months ago

It doesn’t matter that you told them the payment was going be returned. Anytime there is a returned payment your service is automatically suspended. Making any payments is not going to restore service. That needs to be done manually since you had a returned payment. 

(edited)

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