06-03-2014 10:23 AM - last edited on 06-03-2014 11:10 AM by Phil-101
Yesterday I chatted with a rep (I was at work so I could not call, but I like to chat so that I can print transcripts). Actually 2. My issue went from minor.....to MAJOR. I called to see why my autodraft payment for May did not draft. They never even took the payment. I even tried to verify in April that they would autodraft the payment sine I re-set up autopay. I was assured it would. Well, it did not. Because our router (another issue) is not working properly, I did not even realize our service was interrupted. Long story short, all i wanted to do was to figure out the now past due balance and get service reconnected so that we could work on the router issue. I was "given" a credit by the first rep to make ammends for the screw up with autopay. So i authorized him to take payment fot the remainder. He never did. So, I try again. This time I get a guy that I can hardly understand. I explain to him that I just need to take care of the past due balance and gave him the total. I also asked about the credit from the first guy, and he said he saw it. So he verifies the payment method. He sends me a chat that says something along the lines of you are giving ATT permission to charge blah balh blah... but instead of the amount I approved 3 or more times before in text, he was set up to charge the full amount (past due and current). This was more than double what I authorized. In the middle of me typing my reply, I get a notification from my bank saying the full amount was already drafted. Oh, no problem he "says". I fix it. Then I get another notification from my bank with that amount I approved originally. So now, I am drafted for more than 3 times the amount I originally approved. He says he will cancel the debit and it will be returned to my account in 1-2 hours. HA HA HA. He even says that he will call me back to verify. OK. I'm TICKED but what can I do? I constantly check my account, and no money. He does call me back and tells me that it is done. I explained that he was wrong and that my account was still showing the debit. He says 1-2 more hours and that he will call me in the morning...which he has not. I decide to call again, this time I find out that it will be 24-48 hours and possibly as long as 3-5 business days before I am returned the money I never authorized them to draft. And on top of all of that, my balance still said past due. This guy tells me that he does not see the credit I was supposed to have been given, but he will credit me.... ANYWAY, I GUESS MY STORY IS NOT SHORT! I STILL DO NOT HAVE MY MONEY BACK IN MY ACCOUNT. THIS MISTAKE THIS PERSON MADE COULD END UP COSTING ME MORE THAN THE MISTAKE DID INITIALLY. IF I OVERDRAFT, SO HELP ME.... (AND WHAT EVER REP IS LUCKY ENOUGH TO ANSWER MY CALL). I am looking at different providers. Where we live, I dont have many choices. But at this point, most anything is better than AT&T. The customer service reps are incompetent and ignorant. This is not the first issue I have had, just the latest, and the last. It's funny how they can draft within seconds (authorized or not), but to repay me, it will take days.
[Edited to comply with Guidelines]
06-03-2014 12:02 PM
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