Schedule a payment on the 10th and wasn't processed until the 13th. No answers, ever.
I called to schedule a payment on 5/10/19. The payment did not process until today, 5/13/19. When I chatted with support to figure out why, of course they were completely useless. Why would I expect anything else? I have experienced numerous issues over the past year through AT&T and every time I reach out to support I get conflicting answers and little to no resolution. This has occurred when I wanted to cancel one line on my shared wireless plan. They failed to do so and I had to pay another month for 5 devices when it should have been 4. They also switched me to combined billing without my consent during this same time which caused major headaches and they had to deactivate the account and switch back to internet and wireless being separate. This occurred when I wanted a breakdown of my data usage for each device on my internet plan because I had overage charges. I was given useless links to support pages I had already been to. I ended up finding out how to locate the "Smart Home Manager" myself which showed me what I was looking for without any help from two different reps who didn't seem to know what they were talking about. This has occurred when I wanted to change the number on one of my lines as well. Needless to say, I am rather fed up with this awful service and their agents that are zero help.
I decided to try and get to the bottom of things as to why the payment was processed 3 days late. The answers I got, you guessed it, were not helpful. I was told they did not have record of the payment being scheduled. I was told that the payment would be processed today so it was good (not good because it wasn't about the payment actually being processed but why did the delay occur in the first place). I was told that I could make payments online in the future, again not helpful for giving me an actual answer as to why is happened. Furthermore, I was transferred to a "Lead" by the name of Janus who was even worse. This lead was repetitive and dismissive of anything I said. I am a Customer Support Manager for a tech startup so I understand what it means to deal with customer complaints/issues on a daily basis and the way AT&T handles anything is horrible. Their staff isn't trained properly, has little knowledge of the platform (have had conflicting stories/reasons from different reps as why previous issues have occurred) and they are just apologetic without having any semblance of an answer for why something occurred. I told the lead that I wished to cancel my service (honestly I am just exhausted from dealing with these issues on a consistent basis without proper help). I completely understand issues do happen, as I mentioned I am a part of a tech company and believe me things come up regularly. But when they do, our support team gives the user insight and resolves the issue at hand. Whether that means fixing a bug or credited them for dealing with this obvious inconvenience. It seems AT&T don't like credited users that pay hundreds of dollars a month because they would probably go bankrupt with the amount of credits they would have to pay. My reps don't tell the user sorry we don't have any notes on your account showing what you are saying and send them a useless link to a page to look at in the future that won't explain any issue going on currently. I can provide screenshots of my chat log from today if need be.
As an AT&T customer myself, I completely where you're coming from. Getting conflicting answers, especially when it deals with billing, can get frustrating very quickly. We're always looking to improve the customer experience, so we appreciate the feedback on this and we're sorry that you had to go through all of that.
Allow us to help clear up your billing question once and for all. Payments scheduled on Fridays, Saturdays, or Sundays using a bank account should reflect on your AT&T account on the date you scheduled it for. However, the funds may not be pulled from your bank account until the following business day. We have found that the best and quickest way to make a payment is to use a debit/credit card instead because payments are applied immediately, if not by the end of the day on both accounts.
We hope this has been helpful to you. Please feel free to reach back out to us if you have any more questions or concerns!
Rury, AT&T Community Specialist
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