No Grace Period

No Grace Period

[ Edited ]

I have bern a loyal customer for years. I was told today by a customer support supervisor that there is no such thing as a grace period. My service was turned off for being 4 days late on my payment (due November 25th). I was also told that I would have to pay a fee to restore service (40 bucks!) and this will show up on my next bill. I think that is absolutely ridiculous. After expressing my displeasure, I received no additional help and was told they are not allowed to remove the fee. Fed up!

 

[Subject edited to reflect new topic]

Message 1 of 33 (20,308 Views)
Employee

Re: No Grace Period

I will start off by saying that we do greatly appreciate your business. Suspensions and restoral fees are common with all carriers and many pes of service providers.

 

I would suggest logging in to your online account manager to ensure all of your contact inform is correct. You can also setup your notifications and pay your bill online and from the MyAT&T app on your smartphone or tablet. AT&T has several methods of notifying its customers to in form them that they have a new bill available all the way through pending suspension. They will email, call, and text. You may even get something in the mail.

 

As for your specific concerns, there is no set grace period for late payments. The number of allowed days for a grace period is determined by the system and is dependent on several things including payment history and balance due amongst others. The $40 restoral fee is common place as well and is used in part to continually update and improve the payment systems and options for paying your bill to make it more convenient for our customers. 

 

If you would like assistance learning how to use our online account manager or the MyAT&T app please contact customer care or visit one our stores.

 

Thank you again for being part of AT&T.

 

 

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 33 (20,105 Views)
Community Manager

Re: No Grace Period

Hello, NurseNiccole!

 

Thanks for posting. I'm sorry to hear that your service was interrupted due to a late payment. As JustWeb suggested, you may find the myAT&T app helpful. It provides detailed account information, and you can pay your bill right from the app. Autopay is another option that many of our customers take advantage of.

 

If you have any questions, or if you would like us to review your account, please send us a private message by clicking here. In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any additional questions or concerns!

 

-Mariana

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 33 (19,964 Views)
Employee

Re: No Grace Period

[ Edited ]

Hey NurseNiccole,

 

I'm really sorry that you were expecting something, and we hadn't had a chance to talk to you.

Officially, we advised that on any day after the due date that's listed on the bill, you are liabile for interuption. You're right, there's no official grace period. Like JustWeb said, our system will decide based on a number of factors, how long to wait. Personally 4 days seems a little short to me too, are you sure the 25th is your due date, per your bill?

 

As a general life policy, it's probably a good idea to contact your various service providers if you'll be late, especially if you don't know what to expect.

We'll be more than happy to review potential options and expectations. Some of our customers are eligble for arrangements to avoid interuptions. (We want to help you avoid them, if you let us)

Usually we might send a letter or an email as added notice that you're getting close, but we aren't able to setup extensions for you, without your assistance.

 

We will work hard to help you use the system to your advantage, but unfounded expectations are a poor basis for taking care of services that are important to you.

-Alex

Samsung Galaxy S4

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 4 of 33 (19,945 Views)
Contributor

Re: No Grace Period

I also have had this problem of no grace period. The customer service reps response below is not accurate. Other companies (large ones like AT&T) do offer grace periods and help when needed to offer standard customer service. I am a PG&E, Comcast, Esurance and Clark Pest Control customer and every single one of those companies have grace periods and work with you if you need an extension. I am in my second month with AT&T and the day after my bill was due I was shut off. Upon calling AT&T we were offerred no assistance. I am really regretting moving from Sprint to AT&T as even thier competitors offer better customer support. I am dissapointed and will not stay with AT&T after my 2 years. They hook you with thier contracts and then offer no support following that. If you are a consumer looking for a new cell company, unless you never miss a due date this company is not for you.

Message 5 of 33 (19,660 Views)
Professor

Re: No Grace Period


79becka wrote:

I also have had this problem of no grace period. The customer service reps response below is not accurate. Other companies (large ones like AT&T) do offer grace periods and help when needed to offer standard customer service. I am a PG&E, Comcast, Esurance and Clark Pest Control customer and every single one of those companies have grace periods and work with you if you need an extension. I am in my second month with AT&T and the day after my bill was due I was shut off. Upon calling AT&T we were offerred no assistance. I am really regretting moving from Sprint to AT&T as even thier competitors offer better customer support. I am dissapointed and will not stay with AT&T after my 2 years. They hook you with thier contracts and then offer no support following that. If you are a consumer looking for a new cell company, unless you never miss a due date this company is not for you.


A line can be shut off any time after the due date.  AT&T has had a grace period in the past.  It was based on things like payment history; if you have only been with AT&T for two months, you don't have enough of a payment history built up for any consideration to be given for payment extensions.

 

I get that you are upset, but a company has a right not to offer service for delinquent customers. 

Message 6 of 33 (19,642 Views)
Highlighted
Scholar

Re: No Grace Period

The best thing to do is call Customer Care, and set up a "payment arrangement" before actual 'disconnection of service'. I believe you have to have service for six months before a payment arrangement can be offered though. Once you call customer care they will go over the terms with you.

Message 7 of 33 (19,382 Views)
Contributor

Re: No Grace Period

Every other provider will offer more time and help customers who need it. I work for a Verizon call center and we do set extended payment arrangements to help people. I am a customer with AT&T right now and the same thing is happening to me. They have no sympathy for anyone not lining their pockets no matter how long you have been with them. I've been a loyal customer for years and will be leaving.
Message 8 of 33 (19,028 Views)
ACE - Expert

Re: No Grace Period

Every provider WILL make arrangements IF the customer calls. If the customer does not call, they will suspend if payment is not made. AT&T does allow payment arrangements, but it is not automatic, you have to call and make the arrangement.
This is a user to user forum. I am a user, just like almost everyone else on the site.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 9 of 33 (19,016 Views)
Community Manager

Re: No Grace Period

Hello, Cjp080!

 

Thanks for posting. I'm sorry to hear your service has been suspended due to late payment. Payment arrangements can always be made ahead of time by calling our care department at 1-800-331-0500.

 

We would be happy to review your account and explore your options, so please click here to send us a private message. In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other questions or concerns.

 

-Mariana

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 10 of 33 (19,014 Views)
Contributor

Re: No Grace Period

I hate att I was with Sprint almost 8 years and thought I'd get better pricing with att but instead I got higher bill worse quality phones and horrible customer service. I'm going back immediately I don't care about contract Sprint will buy it out anyway. Att sucks.
Message 11 of 33 (14,563 Views)
ACE - Expert

Re: No Grace Period

Since my bill arrives 3 weeks before it's due date, I already have a "grace period".
(The following is included after all posts to save typing) We are fellow customers. Our answers are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 12 of 33 (14,547 Views)
Contributor

Re: No Grace Period

see thats where you are wrong. I called customer service 4 times. 4 annoyingly unhelpful times. and each time i was told i was unable to make a payment arrangement and if payment was not made my service would be disconnected. so naturally it got disconnected. and now i have to make payment in full for service to be reactivated. which i understand. what i dont understand is why a payment arrangement couldnt be made. furthermore.. we are forced to pay a full month in advance when starting service. so shouldnt it make sense that if we fall behind or changes to plans are made that the money comes from the full months payment already posted!? they just want to rip us off for the reconnect fee. customer service with this company is a joke.

Message 13 of 33 (14,042 Views)
Contributor

Re: No Grace Period

thank you for pointing that out mxm3460.

If I was paying my bill in arrears I could understand the hard stance on the due date.

However, I think it's ridiculous that a fee is billed for being a day late or missign the cutoff time.

 

I used to have all of my services bundled with ATT, but never again!

 

now if I can only find an internet provider for my area.......

Message 14 of 33 (12,535 Views)
Tutor

Re: No Grace Period

[ Edited ]

I understand that most companies have a late fee process but At&t's 1 day late and you have a $5.00 late fee is not consumer friendly (Period)!!!!  There should be at least a 3 or 4 day window after the due date just to cover different pay days during the month and WE shouldn't have to call! It's really just a way to get additional Rip Off money from faithful customers. I have been with them for over 8 years and it's really not the money that's the problem, it's the principal of the whole thing that rubs me wrong. I'd like to see a print out of just how much more additional money they are making from the no grace period penalties???? Our cable company did the same thing with little to no grace period a few years ago and it wound up costing them so much that they changed it back to an actual grace period. Hopefully At&t will do the same thing and if not then I hope it costs them far more than they've made off of the late fee process that they actually ((don't have))....

 

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Message 15 of 33 (7,144 Views)
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