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Cheers's profile

Tutor

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5 Messages

Wednesday, February 10th, 2016 12:03 AM

Cheers and so long AT&T, A little info for Account Suspension and Customer Service

They have a computer that will generate a letter 6 days before next due date , print it then send it by mail (United states postal service).   So how ever long it takes to get though AT&T mailing before postal service picks it up you might only havve 5 days.  Then if there is a weekend involved you lose a day. So now your relying on postal service to get from Carol Stream, IL to your house in 4 days.  Now if you dont pick up your mail every day or you work out of town and are not there to get your mail everyday it could be a problem.  Also applies if you didnt pay in full on any given month because you use a local trusted banks bill pay service online,  and you acciently left off $50 on your bill.  They do not send out reminders by text or email that you have a past due bill and that your service will be suspended. You will only get a letter in the mail.  So you just had your service suspended, mail slow, not home to get it, Etc,  and your at work.  You realize you cant make a phone call or wireless internet,  so you call with a different phone find out that your service has been disconnected due to overdue balance.  Ok not a big deal except you cant make a payment because you dont have any credit cards and only keep a small balance in your debit card account due to all the horror stories of peoples card numbers getting stolen from using credit/debit machines.  Never thought it would be a problem I would just use my phone and transfer the money from one account to another EXCEPT you cant use your phones internet.  Still never would have thought it would be a problem until I tried to log into my bank accounts to transfer money using a trusted coworkers phone and realized my bank doesnt recogonize the IP address and needs to send me verification via text message to the phone I cant use because it has been supended due to accidental reasons.   

 

To  sum it all up there is not alot of grace period on past due amounts,  even if you consistently pay your bill every month,  and some times more just to keep things even in the checking account.

 

I will be transfering to a different service next month,  I went with the NEXT plan and have to pay for the phones on the next plan,   After paying them a few thousand dollars a year for a few years for wireless service and more or less consistent with the bill they have a computer that automatically suspends accounts and there is no way for customer service reps to unsuspend accounts because the computer will lock it right back up again. 

 

Service wasnt that great anyways  the signal they use does not penetrate through buildings that well compared with verizons signal.  Still was better service than sprint.

 

 I think I will take my phones to straight talk and try that for a while,  even if my 4G gets buffered when you use to much at least my phones are paid for and fo $50 a month I still have unlimited talk, text and some 4g usage.   And if I dont like that I can always sell my G6 phones and G4 phones via craigslist and go to Verizon  maybe they will be a little more understanding when accidental things happen.

 

 

Cheers

Employee

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3.5K Messages

8 years ago

The mailing of the suspension notice is a moot point because you know you're bill is already late. You had to actively not pay the bill and let it go past the due date in order for this to happen. Payment arrangements are always an option to secure service in case of a late payment. The bottom line is that you're trying to blame AT&T for their actions when you did not pay your bill on time.

 

Not checking your mail everyday, not having a debit/credit card to pay the bill with or whatever your balance situation is...Not the carrier's fault. Needing to transfer money from one account to the other. Not their concern.

 

If you know your bill is going to be late the option to make an arrangement is there. If you had never had any issues previously with broken promise on arrangement or other late bills (as you stated) there is a ton of flexibility to set an arrangement far in advance. I understand this is frustrating but in the end it isn't AT&T's fault that you need to shift money among accounts or keep low funds available on a card or whatnot.

 

 

ACE - Sage

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117K Messages

8 years ago

Funny how they want to be paid, and on time.

Excuses, excuses....

 

 

Tutor

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5 Messages

8 years ago

 Mr Employee for AT&T 

 

Please read posts carefuly.  There was no blame cast only the poor lack of understanding of special circumstances in which there was no temporary re activation of service to pay bill.

 

The mailing of the suspension notice is a moot point because you know you're bill is already late.   Please re-read my post,  as explained accidental lapse in paying a portion of bill or maybe I didnt realize I was getting close to next months payment.  Maybe I already assigned funds from my banks bill payer but they had not arrived at AT&T processing.  (Usually takes about 3-4 days for it process after funds are taken out of my account).    Of course its my fault, but wheres the understanding from customer service?  Things happen. 

 

 

Not checking your mail everyday, not having a debit/credit card to pay the bill with or whatever your balance situation is...Not the carrier's fault. Needing to transfer money from one account to the other. Not their concern.     Nope never stated it was.  There is no understanding.  It would be nice for "Hey lets give Cheers back his service for 24 hours to see if he pays off the bill its not like I (the customer service rep)cant look at his past history to see how reliable he is. And If he doesnt well at least he cant say we dont understand certain circumstances. 

 

If you know your bill is going to be late the option to make an arrangement is there. If you had never had any issues previously with broken promise on arrangement or other late bills (as you stated) there is a ton of flexibility to set an arrangement far in advance. I understand this is frustrating but in the end it isn't AT&T's fault that you need to shift money among accounts or keep low funds available on a card or whatnot. 

 

Umm I know that. Please read my post again,  mistakenly paid the wrong amount....  never got a notice in the form of  text, email, etc.  I got a letter in the mail on the 8th of Feb, dated from Feb 2nd.  To bad the bill was due on the 8th.  Again understanding for Customer service about needing access to accounts to pay bill.  Maybe a slight change in notification that a bill might have missed via text, email,  ETC.  I get a text when my 4G usage is 75% maxed out. Why not a text saying "I'm sure it was just a mishap,  but you have an unpayed balance of $$,  please be kind enough to remit payment or we will be forced to suspend your account." 

 

Yes I am frustrated by the lack of understanding circumstances which were brought on by my own dependance on my phone service.  Which I am solving by moving my money to different carriers.  I may or may not be satisfied there either but I am sure that I can come back to AT&T if necassary or whatnot.

 

Cheers

 

 

Tutor

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5 Messages

8 years ago

Points for the Ace on proving how AT&T customer service reps are trained. 

Tutor

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5 Messages

8 years ago

 Sorry I have to make another post for something I was not aware, or must have missed,  to anyone who cares you can log onto AT&T and select an option for bill alerts to be sent to you by email and free text.  I was unaware that I needed to do this as I did not have to, to get data usage texts sent to my phone.

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