We have had AT&T now for almost 8 years. Over the course of 8 years, life has happened and sometimes our bill has been late. We have made payment arrangements. Well a few times we have needed even more time outside of the dates that we can go on the payment arrangement tool online. So I either call or chat and sometimes they can extend farther. Here’s my question though... sometimes the representative will push the date out farther with no problems. Other times they say they can’t go any farther than what was offered online. So how is this decision made ? Why it it often such a different response.