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Jaybay302's profile

Contributor

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1 Message

Monday, October 9th, 2017 9:50 PM

Suspended service No help whatsoever

My husband and I have wireless service with 2 lines. We had 3 lines of service with T-Mobile but heard good things from a family member and decided to try AT&T. Everything was going fine or so I thought. Saturday evening We found out that our checking accounts had been compromised. 1 of our checking accounts was overdrafted by over $1000 causing all of our accounts to be frozen. We have a banking rep assigned to look into our accounts, and refund us our money but we're told the earliest we will see anything isn't for another 10 days.  I've been contacting the companies I have Auto pay with and Any bills I had due, to notify them of the situation. I thought I had taken care of them including AT&T with a set up payment arrangement, but as I woke up this morning to Suspended Service I'm seeing that nothing was done in reference to my phone services at all and that the arrangement I was given was not valid or put in the system correctly at all. I called customer to re-explain the issue and hopefully have them re-sent up the payment arrangement I told them about which was to have $200 paid up front and the remaining amount paid on the 20th of this month when I get paid from my job again. I was told by the 1st rep that I needed to contact the fraud Dept; that they would be the ones to reactivate my services. We even explained that we only really needed the 1 line activated but he continued on with telling me to call fraud. I thought that was odd considering that AT&T had nothing to do with our accounts being compromised. He didn't offer to transfer me, he just gave me their number. With suspended service I couldn't call them, I had to start over and go to customer service all over again. This time a woman answered who told me "I don't know who told you to call Fraud because they can't help and neither can we, not without an $860 payment". I asked her why her previous rep was confident that my services could be restored due to the situation, and she replied with the same thing as before basically telling me there's nothing she or anyone could do. I still have 2 lines of service with T-Mobile right now but only 1 phone in use. The other is just an open line that I can get a SIM card for but I'm being told it won't even work with my AT&T phone. I have no access to another phone accept my AT&T phone and cannot pay my balance until either the bank credits my account or my paycheck comes whichever is sooner. Is there any prepaid carrier who's SIM will work with my phone until I can pay this balance? Will my T-Mobile SIM work? Can they Grant me the payment arrangement that was originally set?

ACE - Expert

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14.3K Messages

7 years ago


@Jaybay302 wrote:

My husband and I have wireless service with 2 lines. We had 3 lines of service with T-Mobile but heard good things from a family member and decided to try AT&T. Everything was going fine or so I thought. Saturday evening We found out that our checking accounts had been compromised. 1 of our checking accounts was overdrafted by over $1000 causing all of our accounts to be frozen. We have a banking rep assigned to look into our accounts, and refund us our money but we're told the earliest we will see anything isn't for another 10 days.  I've been contacting the companies I have Auto pay with and Any bills I had due, to notify them of the situation. I thought I had taken care of them including AT&T with a set up payment arrangement, but as I woke up this morning to Suspended Service I'm seeing that nothing was done in reference to my phone services at all and that the arrangement I was given was not valid or put in the system correctly at all. I called customer to re-explain the issue and hopefully have them re-sent up the payment arrangement I told them about which was to have $200 paid up front and the remaining amount paid on the 20th of this month when I get paid from my job again. I was told by the 1st rep that I needed to contact the fraud Dept; that they would be the ones to reactivate my services. We even explained that we only really needed the 1 line activated but he continued on with telling me to call fraud. I thought that was odd considering that AT&T had nothing to do with our accounts being compromised. He didn't offer to transfer me, he just gave me their number. With suspended service I couldn't call them, I had to start over and go to customer service all over again. This time a woman answered who told me "I don't know who told you to call Fraud because they can't help and neither can we, not without an $860 payment". I asked her why her previous rep was confident that my services could be restored due to the situation, and she replied with the same thing as before basically telling me there's nothing she or anyone could do. I still have 2 lines of service with T-Mobile right now but only 1 phone in use. The other is just an open line that I can get a SIM card for but I'm being told it won't even work with my AT&T phone. I have no access to another phone accept my AT&T phone and cannot pay my balance until either the bank credits my account or my paycheck comes whichever is sooner. Is there any prepaid carrier who's SIM will work with my phone until I can pay this balance? Will my T-Mobile SIM work? Can they Grant me the payment arrangement that was originally set?


Your bank accounts were compromised on Saturday evening and you've accomplished all of this by Monday evening? 

ACE - Sage

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117.8K Messages

7 years ago

Wait...  Bank accounts compromised and frozen 2 days ago?   When was your bill due?   And why on only 2 lines do they want $860?   

Not adding up.    

 

Never mind:  to keep it simple, pay your bill with a credit card to restore service.   

Why it happened:  1.  You cannot make late arrangements after your due date, which must have been last week.   2.   You cannot make late arrangements with Support, it must be done in your My ATT Account.   3.  Once you are suspended, the system CANNOT be overridden.  Can’t, no way, no how.   4.  To restore service, all amounts due must be paid.  (Which brings me back to how do you owe $860 on 2 lines). 

 

 

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