Don't EVER break a payment arrangement !

Contributor

Don't EVER break a payment arrangement !

Recently we've had financial difficulties . I scheduled a payment arrangement for a Friday . I made the payment on Sunday and by Monday my service was interrupted . You see what the customer service rep fails to inform you is if for any reason you cannot keep your payment arrangement within a 24 hour window whether you pay the arrangement or not , the arrangement is null and void . What's worse is god forbid you need any further arrangements for 90 days because if so in the words of my father " your burnt " . ATT does not and will not TAKE CARE OF THEIR CUSTOMERS . If you are wealthy and never have a rough month financially well then you are an ideal customer for corporate giant ATT . I spent 1 hour Monday morning trying to rectify my obvious tragic mistake of paying 50$ on Sunday verses Friday and was told by 3 separate people claiming to be customer assistant specialist that since the account had been interrupted there simply wasn't anything that could be done . We are talking about a computer system that's run by humans . But I'm being told by humans that they cannot override the computer !!! What is the world coming to when we are subjected to reasoning with a computer ?? I believe the reps for ATT could have helped me . I believe they aren't trained to help the financially challenged . As soon as my contract is up because god forbid I renig my contract
My fees quite surely will amount to a small fortune which should allow me to become a part owner .
- very unhappy consumer
Message 1 of 4 (2,929 Views)
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Employee

Re: Don't EVER break a payment arrangement !

Actually, the reason this is like that is because once a Payment Arrangement is made you are ineligible to set up another Payment Arrangement, as well some of the other things that can impact eligibility, are NSF's on the account, or other issues such as returned payments. We don't even have the option to override Payment Arrangement requests anymore as of March/3/2014

Employee Contributor*
*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 (2,872 Views)
Employee

Re: Don't EVER break a payment arrangement !

With the new payment system, the primary options for setting up a payment arrangment include the automated phone system, the MyAtt app, and your account at att.com.

 

If you cannot keep your arrangement, consider cancelling it, so it doesn't show that you've broken your promise to pay. Breaking that is pretty serious, and may limit your options for a time.

 

AT&T also been giving customers more time after their due date, automatically, without needing extensions. There's no definite date, but a rep can usually check for, if you're only a week late for example.

 

The date available scales a little bit. So the later you are, the later you can set up, but that's a bit of a gamble, cause if you push too far, even with the extra leniency, you will get cut off.

 

My understanding is that, this came about, to both simplify options, by giving customers largely the same options employees had, and to prevent abuse, because let's face, AT&T was largely being a pushover, and people were abusing it. There were some people who had slipped to be a full month or more behind, and had no real incentive to catch up.

-Alex

Employee Contributor*
*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 3 of 4 (2,788 Views)
Contributor

Re: Don't EVER break a payment arrangement !

I had a payment arrangement for my past due to automatically be taken out Friday march 21. AT&T didn't take it, my phone got cancelled. But it's my fault I didn't check my bank account to see it posted. I always have my payments automatically taken out. Been a customer for 8+ years always paid my bills. Yet you couldn't turn my phone on until the past due and the current bill were paid. Wrong!
Also, stop with the text message excuse. Claiming the text validates I made a deal to call it in! I never got that text. Clearly your new computer programs don't work. If we shouldn't trust our bank accounts why should u always trust your texts go out and are received? Your service is not that great anyways so how would someone receive that message?
Always vouched you guys were the best but not anymore.
Message 4 of 4 (2,654 Views)
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