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Suspend service

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Suspend service

ON 10-20 I Made a payment via my checking account for 166.91. i recieved two email and text confirmation for that payment on 10-20. i
then made a payment arrangement for 250.00 on 10-30. Another for 253.91 on 11-10. also recieved an email and text confirming these
arrangements on 10-20. On 10-25 i recieved a test message that read my recent paymnet cannot be processed please contact att. I
logged in to my checking account to check the payment, but i did not see the 166.91 being debtd froom my account. so i then logged in
to my premier app and hit chat. i then spoke to a rep named lavana w.i then tell her about the confirmation email i recieved for the 166.91
and the text i had just recieved regarding my payment not processing. she then say " i can confirm that a payment of 165 was made on
10/20. but however you have a current past do balance." i advised her i had made payment arrangements and ask is my service going to
be interuppted. she then replied. "yes i can confirm a payment arrangment on 10/30. i then said, I just want to confirm my account is in
order and no service interruptions.she replied. "yes i can confirm, the payment arrangement and that there will be no service interruption
unless the promise to pay for 10/30 is broken. So i was still worried about the 166.91 payment not showing up in my checking so the
same day i went to the local store and spoke with a rep Jason. He pulled up my account and told me the payment was on my account
and then he showed it to me. He also verified no service interupptions i was going to pay the payment in cash. But was assured there
was no need. On 10/30 the 250.00 was debted from my acccount as agreed. So i didnt worry anymore about it. So today 11/5 my
service is suspended. I log into premier and looked at my payment everything looks fine. I again hit chat. The rep advised me i need to
pay 419.00 to restore sevice. I explained I made a payment on 10/30 and had another arrangement set. she just kept saying i need to
pay. so i asked for a supervisor. i then spoke with the supervisor and she advised i had made two payment arrangements 503.91 but my
past due was 669.82 and i needed to have paid 166.00. i then advised her i made a payment of 166.91 on 10/20. She then advise the
166.00 payment was returned or back out on 10/24. So i then advised her of talking with lavana and jason on 10/25 because i was
concerned about the payment. She said no of that mattered and i had broken the arrangment. So i asked her if I broke the arangement
on the 24th why wasnt my services suspended before 11/5. She said she is not sure why the services wa not interupped. Also if I broke
the agreement doesnt that cancel my payment arrangements. She said yes is does cancel all arrangements. But yet you still processed
the 10/30 payment. She said its not atts fault. So i explained I got a test to call you on 10/25 about my payment. Which i did and went
into the store. but neither rep advised me of any issue with my 166.91 payment. online on my premier it doesnt even show a returned
payment. Then she said I talked to the wrong people. well no one told me to call the receivables department until the 3rd rep I spoke with
today. So how am i to know i am speaking with the wrong person. If i cant trust in a rep, whats the point in calling customer service. i
even told her i will go pay the 166.19 today. But i contacted att on the 25th to avoid these issues. i am a small business owner and i have
employees. i use my phomes for business. this is how my customers get in contact with us.

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Message 1 of 4
Administrator

Re: Suspend service

Hello @errandtyme

 

Thank you for reaching out on our Business Community.  I want to apologize for the poor customer experience you had thus far.  We will be happy to investigate this further on our end, however our BRM Team would need to be engage at 1-800-380-1196 M-F 8-8PM EST. Please private message me by clicking here the following information, so I can further assist you.

 

Contact Name:

Contact Number:

Contact Email:

Account Details:

 

Thank you.

Chris

Social Media Manager

*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.
Message 2 of 4
Contributor

Re: Suspend service

I also had a chat with a rep called lavana w. who would provide me with wrong information regarding my account throughout our chat - the rep showed contempt and disregard in investigating my issue and urged us to end the chat without a clear resolution. 

Message 3 of 4
Administrator

Re: Suspend service

Hello @A-Phone-User

 

Thank you for reaching out on our Business Community.  If you need help with your account we will be more than happy to help.  Please private message me by clicking here the following information, so I can further assist you.

 

Contact Name:

Contact Number:

Contact Email:

Account Details:

 

Thank you.

Chris

Social Media Manager

*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.
Message 4 of 4
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