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Tutor

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3 Messages

Thu, Jan 21, 2016 3:47 PM

Need help with my suspended account

Hi, Offered to pay all I could right now (about 1/2 of what is owed unbenounced to me as none of the warnings came to me) but ATT will not restore service untill full pay of past dues even if I give the hardship temporary family constraints we face. We've been customers for many years. Here is a transcript of my chat. I need help and compassion. I am really at a loss. so many I depend on and that depend on me on my phone at ***** Can you help? What can I do to let ATT take my hafl payment for a few days of restored service until my husbands next pay check Jan 30 when we will pay the rest in full????? Christiane (cmpage) ___________________________________________________________ Transcript Reference Number: ***** DATE/TIME: 2016-01-21 06:03:22 Your chat transcript: PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted. AT&T : Thank you for using AT&T Chat Services. May I please have a moment to review your reason for chat today? Christiane : Hello, We are a family of 6 with 5 phones on account ***** under my husband’s name Dennis *****. Undenounced to me our phone bill is passed dues 2 payments. As you can see our services have been suspended. We had a number of family emergencies last month—our home computer died completely, and breaks and other suspension issues on a car had to be taken care of. Like most large families we have a lot of bills. With four kids, we do our best but live pay-check to pay check on one salary. I didn’t realize my husband had not been able to pay last cycle and now we are completely cut off from everything and the kids have no phone services and ride city buses. I can’t call school, carpools, emergencies, etc. We will not have the full $xxx.70 amount dues until later next week. I tried to pay a partial on payexpress but your system can’t let me (only the full amount). In the mean time I have left $60 in my husband account and moved the rest of all cash we have for the next 10 days in my account. There is $xxx there. Can we pay that much and have our phones restored and pay the balance next week when my husband gets paid? We would be very very greatful… Christiane Jessica E. : I see that you have described your concern. Please give me a moment to review, so I am able to assist you. Christiane : thank you Jessica E. : You are very welcome. Christiane : I am trying to get our service back on and will try anything you suggest Jessica E. : I can certainly understand your frustration. Jessica E. : Please give me a minute or two to review your account. Christiane : Ok. Thank you. Jessica E. : I understand that an interruption of service is upsetting. Please give me another moment to review your account to see what I can recommend. Christiane : please and thanks Jessica E. : You are very welcome. Christiane : while you review Jessica E. : Ma'am? Christiane : yes? Jessica E. : I was making sure that I did not lose you as the above statement did not seem completed. Christiane : ok. Thanks for double checking on me. I have no other mode of contact so I am jus at my laptop while you review. Thanks Jessica E. : I understand completely. Christiane : great Jessica E. : Thank you for patiently waiting.Christiane, I was able to speak with my management to see what options we may have available to restore services. I was advised that as the account is now fully suspended in order to restore services the total past due balance of the $666.06 is required to post to the account. Christiane : But that is what I can't do. I only have $xxx now and no more for the next ten days. Can you restore conditionally for 10 days is I pay att the $xxx I do have? We are in serous hardship and we've been ATT customers for a long time. Christiane : I may have $xxx on anoth credit card, but my card is nearly maxed out. That is it Christiane : Maybe because of the account set-up, but I had zero warning that the phne service was about to be suspended Christiane : Can you please talk to them some more? Jessica E. : I do completely understand how important it is to hjave the account active. I myself, also have children. I show that we were calling and texting *****. Christiane : I think that's my son's account. He would have no clue to tell us Christiane : The main account holder is my hasband Dennis at *****. Why would calls and text reminders not go to him? Christiane : Or to me, at *****... we've had to numbers for years Christiane : Sorry Dennis is ***** Jessica E. : I show that the 5694 line has been the primary contact number for quite sometime. Jessica E. : It is possible that this was a mistake. Christiane : Yes that's a mistake Jessica E. : I do show that it was changed via the website. Christiane : if is was, that was also a mistake Jessica E. : *****-Is this the correct email still? Christiane : not really. It's ***** the other once you typed in is no longer in use Jessica E. : Okay he will need to contact us to make that change. Jessica E. : What about the billing address? *****? Christiane : that's correct. the reason you may have ***** may have to do with the in store time we added him to our account about 4 years ago Christiane : My 16 year old son is what I mean Christiane : I will make sure Dennis contact you about the email address Jessica E. : That would be wonderful so that we can make sure you are getting the notices that are being sent out. Jessica E. : Christiane, I have provided the only option available at this time, would you like to confirm this with my supervisor? Christiane : yes please Jessica E. : Absolutely, please allow me just a moment to initiate the transfer okay? Christiane : thank you and if you could have him or her read the conversation I would appreciate it. I am trying to negociate a partial solution. We are really stuck anf I am not sure what else to do at this point. I am hopeing for some flexibility and compassion since we've been customers for many years. Jessica E. : I totally understand and will send enough information so that they know what is going on with this situation. Christiane : thank you Jessica E. : Not a problem! Jessica E. : It has been a pleasure chatting with you today. AT&T appreciates your business. Have a wonderful day! MST Julie H. : Hi Christiane, thank you for patiently waiting. I am the Manager of Jessica and I understand that you requested to speak to me with regard to the account. MST Julie H. : I understand you are needing services restored. Please, allow me a moment to access and review the account for available options. Christiane : yes. Thank you for taking my chat. I don't know if you see my described situation but we have hit some financial hardship in the last couple of mouths and since we had to make hard bill and tuition payment and mortgage choises, we fell behind on the phone plan MST Julie H. : Please give me a minute or two to review your account. Christiane : And it's no excuse on my part, but with 24/7 family and work work, I was not aware. The messages were going to my son. Christiane : Thanks for reviewing MST Julie H. : You are very welcome. MST Julie H. : Thank you for your patience, Christiane. I have reviewed the account and due to it suspending for non payment, the full past due balance must post to restore the services. MST Julie H. : The account will restore once a payment of $666.06 has posted to the account. MST Julie H. : Are you able to make a payment today? Christiane : I realize that, but we only have xxx and maybe xxx$ to put on the bill. And that will realy be extreme hardship. Dennis does not get paid again untilmthe end of the month. Christiane : No I can only pay $xxx from my debit, which will leave us exactly $60 for grocceries for the 6 of us for the next 10 days MST Julie H. : I understand. The account has not had a payment since 10/30/15. The full balance would need to post to restore. Once the payment has posted the account will restore immediately. Christiane : I can max out the only credit card we have left for an addtional $xxx so total $xxx MST Julie H. : You can definitely make the $300 payment today which will make it easier to pay the full past due balance sooner. Once it posts in full the services will resume. We are not able to restore the account without the full payment. Christiane : Yes I tried to explain to Jessica that I did not know that because the reminders were sent to my son and my husband never told me he had not paid since the date you mention probably because with the computer breaking and the breaks on the car needed replaced, he either didn't know what to do or didn't want me to freak out. Christiane : Is their not anything we can do? Some partial 10 day restoration until he get paind if I pay some today? Christiane : My aging mother, the 4 kids car pools, their schools, ect. I am in deed trouble MST Julie H. : I understand it can be difficult when unexpected expenses happen. I am sorry we do not have an exception to restore with a partial payment. Christiane : I don't know what to say. What do you suggest? MST Julie H. : If you post the $300 today then you would only have half the balance remaining. Once it posts the account will restore. MST Julie H. : Do you have any other concerns that I may assist you with? Christiane : It's a huge gamble for me to even pay partiallty so no, I can not pay anything if nothing is going to be restored. And I don't know what we are going to do when we are able to make the full payment end of next week. We will definitely pay what we owe, but this makes for a very strained customer relationship with AAT. Christiane : Can text with someone else? What I am supposed to do? MST Julie H. : I am the only manager available in chat at this time. You can chat back in a couple of hours if you would like to chat with a different manager. Christiane : How can I save this conversation? And is there a complaints department that I can chat with since I have no phone? Christiane : Can you give me the contact for your supervisor? I'll have to go a buy a disposible phone which is also not going to solve my problem at all MST Julie H. : You can e-mail it to yourself, there is an icon in the lower left hand side of the chat window. The complaint would need to be in writing and sent to AT&T Attn: Felecia ***** Christiane : OK Thanks for that. Can the complaint department be reached by email? MST Julie H. : I am sorry, we do not have an e-mail address for that department. MST Julie H. : Do you have any other concerns that I may assist you with? Christiane : Is there any person I can talk to with my phone as is? With no service I mean. Like a #611 type number that would still be connecting me to ATT while the service is suspended? what about 611? Would my phone still connect with 911? Christiane : or a bill pay number. I use to have those in my automatic ATT phne device contacts but I don't anymore MST Julie H. : Yes. you can reach AT&T by dialing 611 and 911 will go through as well. Christiane : ok. Thanks. Well this has been very depressing. I am completely distott and can not believe this inability to treat customers like the real flesh a bone suffering and loving human beings that we are. Have a good day MST Julie H. : Thank you for contacting us today and for using AT&T chat support. Christiane : Yea and I am trying 611 and it just loops me in the complete balance is due loop. I cant' talk to a person

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Responses

iphoneguy86

Mentor

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95 Messages

2 years ago

That’s a cute reply Lizdance but quite frankly your story sounds “sob” and since I don’t know you from atom I don’t believe it. I highly doubt all that stuff happened to you and you were at the AT&T store every month paying your bill on time like a good ole’ chap. However, if you have one line and a Corp discount and pay $70 per month it’s easy for you to persecute everyone else who may have family plans where their bills are several hundred dollars a month-doesn’t make them irresponsible or bad people-but things happen and life happens and you come off like your perfect and we’re all not and that’s a tad concerning from someone that provides so much support on here. Just saying.
Mojojo2004

New Member

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21 Messages

I think the point of view that Lizdance has , is that cell service is luxury and sometimes sacrifices have to be done . If you cant pay your bill oh well , and let it get turned off until you can pay. But dont blame the company for something they have not done.

Constructive

Employee

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6.2K Messages

2 years ago

@iphoneguy86All employees are tagged with an employee banner like mine, @MicCheck  and @lizdance40 are in no way affiliated in any way with at&t . You claim they defend at&t  you need to read other posts by them. They give honest truthful answers whether for or against at&t, the answers they give are not always what anyone wants to hear but they are factual.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
lizdance40

ACE - Sage

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70.1K Messages

2 years ago


@iphoneguy86 wrote:
That’s a cute reply Lizdance but quite frankly your story sounds “sob” and since I don’t know you from atom I don’t believe it. I highly doubt all that stuff happened to you and you were at the AT&T store every month paying your bill on time like a good ole’ chap. However, if you have one line and a Corp discount and pay $70 per month it’s easy for you to persecute everyone else who may have family plans where their bills are several hundred dollars a month-doesn’t make them irresponsible or bad people-but things happen and life happens and you come off like your perfect and we’re all not and that’s a tad concerning from someone that provides so much support on here. Just saying.

It did, not cute at all.  I sold everything.  (BTW, the term is “know you from Adam “).  

Who pays in the store?   I have 4 phones and 2 tablets, still on Mobile share value plan, I auto pay.  My bill is $200 and change.  My adult, college age sons live with me.  I’m self employed as a pet care provider and trainer.  I own my home, small, but paid for.  As is my second hand car.   I know plenty of people who lose jobs, have medical expenses and still pay their bills.  I’m not a unicorn ...

 

 

 

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
iphoneguy86

Mentor

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95 Messages

2 years ago

I would just like your employee ID number since your stating that these 2 non employees are providing “factual information” about AT&T and that for the record you condone it on behalf of AT&T corporate. If this is just a customer forum it really can become a legal matter with you stating other “customers” are providing facts about the company. I’m pretty sure if I sent this to Randall’s office with a complaint he would want to know whose on here saying non-employees are permitted and acknowledged from a company stand point to provide official company information to other customers. I have a feeling that could be misconstrued a lot of different ways and I don’t think corporate’s position would ever be that you officially condone a customer’s response to another customer right wrong or indifferent with the legal ramifications that can come along with doing that. Am I wrong?
iphoneguy86

Mentor

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95 Messages

2 years ago

Lizdance your statements are like blanket statements because you allegedly live a perfect life no one is allowed to have hardships or their irresponsible or live beyond their means or are not planning ahead. I will agree with you and say I’m sure there are plenty of people like that, and I am a valued customer myself and enjoy my services so if lots of people don’t pay their bills I know to an extent that can affect everyone so I in no way condone not paying your bills. I’m just saying you don’t really have any right to make those kind of assumptions about people or say since you went through terrible things and got through it everyone else are irresponsible. Quite frankly I don’t care about your personal issues or past I don’t know you so I don’t really care or believe you but I’m just saying AT&T cares about their customers-you portray that everything is a fixed policy and customers are just out of luck because of policies and the company would never want to be portrayed in that manner or painted in that way.
Mojojo2004

New Member

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21 Messages

Why would a valued customer , be on a suspension forum for non payment. Value customers always pay on time and never late nor need payment arrangements.

lizdance40

ACE - Sage

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70.1K Messages

2 years ago

@iphoneguy86

What part of my life sounds perfect?  😂🤣😂🤣.   

Lets see.  I got peed on today.  I carried one dog out, then in because he’s 16 and has a hard time walking.  My last purchase was disposable booties to cover my sneakers because I stepped in dog poop 3 times in one week.  Last week I cleaned up poop, pee and vomit on different days from a clients dog.  That’s a pretty typical week.  

Not that I would give it up, but most would find my job disgusting.  

You forget the poster we commented on ADMITTED they pay late every month for years.  We have all made an occasional mistake and missed a bill.  I’m certainly not going to blame anyone but me when I do.  But no violins for someone regularly and purposely in default.

I’m self employed.  If my clients didn’t pay me, or pay late all the time, I would drop them and replace them with paying clients. I did drop someone who would book me, then cancel, meanwhile I turn down other paying business.   My fault for not having a cancelation policy in writing.  

 

 

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
lizdance40

ACE - Sage

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70.1K Messages

2 years ago

@iphoneguy86

I assure you @Constructive and others are within the community guidelines.   https://www.att.com/legal/terms.forumguidelines.html

 

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
iphoneguy86

Mentor

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95 Messages

2 years ago

I appreciate you replying but I was asking them since they chimed in and appeared to have commented officially on behalf of AT&T corporate. Thanks tho.
MicCheck

ACE - Expert

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8.7K Messages

2 years ago


@iphoneguy86 wrote:
I appreciate you replying but I was asking them since they chimed in and appeared to have commented officially on behalf of AT&T corporate. Thanks tho.

What on earth did you read that made you think it "appeared" that @Constructive was "commenting officially" on anything or doing anything more than expressing their opinion. I would think the disclaimer on every single one of their posts would make it blatantly obvious they were doing no such thing. 

 

*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

 

 Just in case you've missed/ignored the disclaimer @lizdance40 have on every post, I'll make it blatantly obvious as well:

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
lizdance40

ACE - Sage

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70.1K Messages

2 years ago

@MicCheck

😉👏🏻👏🏻👏🏻👏🏻👏🏻👏🏻

 

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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1 Message

2 years ago

Im having the same situation. I am on a fixed income with retirement/disabilities. my phone is currently suspended, has been since my birthday 7/16. i have ALL of my medical results, drs. appts, drs. referrals and much more pertaining to my medical. i have no access to any of this since they suspended my account with no notice. i have resorted to a government phone with a temporary number and i have already lost 3 drs. appts because of the suspension. AT&T refused to help. no compassion no resolution. i only receive a certain amount every month and i can tell you i was totally shocked when i got the bill for my phone (1st one since the suspension) and realized it was a full payment. there was also a past due amount but they would not accept that. only full payment. i explained to them that i could pay 75% of that bill in a few days and possibly work out a payment arrangement for the rest. no go. no compassion. no heart. they actually were screaming this to me as i was hopelessly listening. I NEED MY PHONE! now im screaming in caps! I need my original number and i cannot afford to lose that number. my number is established with a 6 of my physicians, labs, records, etc. They dont get it. I pray they never have to think that nowadays your cell phone IS your lifeline. its not a luxury its a necessity. Im sure there are others in the same situation. This is the only company who has gone straight down hill with their specials, bundling and discount offers ( people dont fall for it, i did.) two words, NO COMPASSION! I am a responsible person in paying what i owe, but when you go into a payment plan their word becomes crap. we fall for this and believe that they are TRYING to be compassionate & caring. They are not. a simple work with me is all we ask. we stick to our deal, why cant they? The electric co. the gas co. and the landlords or banks with mortgages work with us, but to rely on your wireless company is in shambles...Something needs to be done. I have had service with this company when Ameritech was the company. they worked with me then. AT&T needs to sit down revamp their customer service (with managers) and realize that today is even harder than way back when. Please help us with what we need, not what we want.

Mojojo2004

New Member

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21 Messages

Cellphone service is not a utility such as power or water. Cell phone service is a luxury service. You can port your number while it is suspended for non payment to another carrier . Good customer always pay on time.

lizdance40

ACE - Sage

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70.1K Messages

@Mojojo2004 actually only active numbers can be ported. We get complaints on the forum from people who canceled before they ported, and had to pay to reactivate their account. poor planning

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Mojojo2004

New Member

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21 Messages

If you cancel service you cannot port but if the account is suspend you can still port.

MicCheck

ACE - Expert

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8.7K Messages

2 years ago

AT&T is a for-profit business; compassion doesn’t make money. If you have been suspended for 2 weeks now, you need to pay quickly. It won’t be much longer before your account is closed permanently and you will lose your number forever. Find a charity, religious organization, family member, etc. that will help you out. 

 

After you get service restored, look at prepaid plans. 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
lizdance40

ACE - Sage

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70.1K Messages

2 years ago

@greenohio

You also could call with your free phone and provide the new number to all.  What you wrote defies logic...  and even without service your suspended device contains accessible information, it just can communicate.  

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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2 Messages

1 year ago

How long does it take for Att to ship out your order 

Mojojo2004

New Member

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21 Messages

Wrong Thread!

lizdance40

ACE - Sage

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70.1K Messages

1 year ago


@iPhone80 wrote:

How long does it take for Att to ship out your order 


What does this have to do with the thread?  

You wantbshipping info, contact AT&T.  The community has no information 

 

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.