Today I discovered my airtime had expired over 3 weeks ago. (I use this phone for emergencies, travel, and some texts, i.e., seldom.) I had submitted a credit card payment the day before it expired. I navigated through AT&T's online pages, briefly tried the online support, which gave me no help in resolving the lost payment. I then looked for a telephone number to call. Finally found one that was not supposed to try to sell me something. Called and navigated through the ridiculous voice menu. Entered numbers where I could, rather than try to get it to understand my 'Midwestern accent.' One menu option even hung up on me after apologizing. Called again. Found an option (zero) for resolving credit card payments. It then tried to get me to make a payment. Started again, just pressed zero, then a voice option, and finally got a person (I think). She said I had the wrong department and would transfer me. WAITED! She came on again. Waited. Got another voice. She said I should have just called, "..." (a number that I couldn't begin to write down, started with 866-.) She said I hadn't made a payment since September. I said I had a printout showing that I had made a payment in December. She said I hadn't made a payment since September. I said I had a printout showing that I had made a payment in December. Do you see where this is going? I lost, I think, $60 in rolled-over airtime. I now will have to buy a new phone and pay for service with whatever other company I decide on. I suspect that AT&T just wanted me to change my service to something more profitable to them. They got all they're getting.
Before you spend time/effort getting a new phone and service, lets see if we can get this straightened out.
Will you please send me a private message with your name, phone number to contact you and the best time to call? I'd like to get you in touch with a member of our team to go over this with you.
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As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.
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