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suspended service

I am so done with at&t...  Services are suspended and no help from customer service.   My direct deposit got messed up and didnt go into my account so of course at&t was not understanding when my payment arrangement got broke.  shut my phones off and very rude...  I am going to go through Verizon free iphone 4 and service is way cheaper.  I have been with at&t for 8 yrs and they could care less about customers!!  Before this issue I never missed my payment arrangements and wasn't getting service suspended.  I guess its time for a fresh start with another provider.

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Message 1 of 24
Expert

Re: suspended service


cdorman3 wrote:

I am so done with at&t...  Services are suspended and no help from customer service.   My direct deposit got messed up and didnt go into my account so of course at&t was not understanding when my payment arrangement got broke.  shut my phones off and very rude...  I am going to go through Verizon free iphone 4 and service is way cheaper.  I have been with at&t for 8 yrs and they could care less about customers!!  Before this issue I never missed my payment arrangements and wasn't getting service suspended.  I guess its time for a fresh start with another provider.


you might want to double check, suspect you are still liable for any cancelation fees such as etf's and the such. suspect you will also be required to put a security deposit down

Message 2 of 24
Highlighted

Re: suspended service

a payment arrangement set for a certain date means that they will suspend the service on the next day if the payment isn't received.

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Former AT&T employee

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Message 3 of 24
Former Employee
Solution
Accepted by (Former Employee)
Accepted by ATTJulieCS
‎09-30-2015 1:39 AM

Re: Payment Arrangements/suspended service

The guidelines for payment arrangements can be found here http://www.att.com/esupport/article.jsp?sid=KB101595#fbid=vHiROW4c98R

 

 

 

 

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Message 4 of 24
Expert

Re: Payment Arrangements/suspended service


ATTJulieCS wrote:

The guidelines for payment arrangements can be found here http://www.att.com/esupport/article.jsp?sid=KB101595#fbid=vHiROW4c98R


Unfortunately that link leads to the info posted below.

How rate plan changes affect your bill

 

When you switch to a new rate plan that is backdated or begins in mid-cycle, your bill will be affected. How it is affected depends on whether you are billed in advance or arrears. We have provided links below which will allow you to view an example of how your next bill might look.

Message 5 of 24
Contributor

Re: suspended service

I'm not done with AT&T (yet) but I think today's experience may of of general interest. This morning I discovered that my iPhone showed "No Service." As an AT&T support center in nearby, I took the phone there to see what was wrong. They determined that it wasn't the SIM card and told me that only Apple could solve the problem. I made an appointment to bring the phone into the local Apple store in the evening and then called AT&T customer care where I learned that my account, my wife's account and my iPad account all had been canceled. Of course I had taken no such action. On reflection, I recalled that I had canceled one of my land lines earllier in the week, so it appeared that the AT&T representative had cacelled my wireless accounts as well. She sounded very careful during the time we were speaking so it may be some complexity in AT&T's  line canceling methodology. In any event, the representative I spoke to today, Niclole, helpfully restored my service--and I canceled my appointment with Apple's genius bar. Too bad AT&T Customer Service falls a little short on this score.

Message 6 of 24
Contributor

Suspended Service

My service was suspended on the day that my monthly bill was due, November 11th.  I have never, ever been late with my payment.  However, I have refused to pay the disputed charges of $180.00 of over data usage(they adjusted it to $90.00); but I did not use the excess data at all.  Secondly, without making me aware, my billing cycle was changed a couple of months ago from the bill being due on the 11th of the month and data usage started over on the 17th of the month to the 7th of the month and data usages starting over on the 21st of the month.  After complaining, my monthly bill was moved back to the 11th of the month, but AT&T has yet to restore my data usage starting over on the 17th of the month.  Meanwhile, during the switch of the monthly bill, 3 days of wireless usage, they billed me approx. $107.00 puls $5.00 late fee.  Although I have continued to pay my monthly billed services while deducting the disputed amount each month and the attached late fee that AT&T has continued to apply; AT&T onI  the date that my bill was due(November 11th) SUSPENDED my service.  I have stayed on the phone with them for 2 to 3 hours at a time on four occasion trying to resolve this.  I suspect that although I pay nearly $500 a month for wireless service and I am one of those customers who was grandfather in with unlimited data; AT&T is attempting to drop me as a customer instead of resolving the issue.  I am requesting that a Senior Level Manager from AT&T contact me at *** as soon as possible.  Cannot call because phone has no service.

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Message 7 of 24
ACE - Expert

Re: Suspended Service

Most customers got a change in bill date.  Mine was moved 6 days earlier.  However, this was only to give all customers the same number of days to pay.   It had no effect on the dates of service or the reset of your data.

 

If you requested your due date be moved back to the 17th, you would get a prorated bill for 6 days service, which would be about $100, as you wrote.

 

You need to review the customer agreement as you are in breach of the agreement. You may dispute any charge, in writing if necessary, but you must keep your bill current at all times.  Paying a charge you have disputed in writing does not mean you accept the charge as valid.

 

You wrote you didn't use the data.  $180 in overage is about 12 GBS of overage and hard to miss.  With multiple devices, you can check each one and see which used the data.  

 

Smartphones all have a meter to count data used.  With the way data is recorded, you would have to prove you didn't use data to convince ATT to change the bill.

Most of the time ATT is correct.  In very rare cases it is a faulty phone, running up large use, but that isn't ATT's fault or responsibility.

 

 

(The following is included after all posts to save typing) We are customers too, NOT employees. 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.
Tags (1)
Message 8 of 24
Contributor

Re: Suspended Service

How do I return my phone and iPad back to AT&T; since they suspended my services, I have NO need for the phone and iPad.  Since it's on the Next Plan, I have paid for the months they were Active...AT&T suspended the service, so they have have their product back.  I do not intend to pay another penny to AT&T after being with them 8 years and never a late payment.

Message 9 of 24
ACE - Expert

Re: Suspended Service

You bought them and own them.  You can buy a prepaid SIM card for the phones and use them on GoPhone. 

 

The system is computerized. Without making payment arraignments and having an over due amount, the computer suspends service.

 

For the sake of your credit, work something out with ATT.  Contact @ATTMobilityCare by private message and see if they can help you.  It may take up to 2 days to get a message back.  

 

Send a letter to dispute charges to:

IF YOU DISPUTE ANY CHARGES ON YOUR BILL, YOU MUST NOTIFY US IN WRITING AT AT&T BILL DISPUTE, 1025 LENOX PARK, ATLANTA, GA 30319 WITHIN 100 DAYS OF THE DATE OF THE BILL OR YOU’LL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL AND TO PARTICIPATE IN ANY LEGAL ACTION RAISING SUCH DISPUTE.

 

 

If if you have any other questions about data use and management I would be happy to help.  I wrote a blog post on this forum which has a lot of general information .

https://forums.att.com/t5/Community-Blog/Data-Management-Cause-for-gray-hair-hair-pulling-and-stress...

 

(The following is included after all posts to save typing) We are customers too, NOT employees. 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 10 of 24
Employee

Suspended service

My services have been suspended because I had set up a late payment last month to pay the rest of that bill this month and the money I was going to use to pay it didn't come that day but is tomorrow but now not only is that past due my next bill that was posted is now past due as well. Will I have to pay that part of last months and the next bill that is past due before my services are reconnected?
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 11 of 24
ACE - Professor

Re: Suspended service

Hi @Bpaul15 -

If your service has been suspended for non payment, you will have to pay off the full balance before your service can be restored. After paying the balance, it may take up to 2 hours for services to be restored. It can't be paid little by little at that point.

Sorry!
~Sunshine Smiley Happy
*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.
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Message 12 of 24
Employee

Re: Suspended service

@Rayosun Okay. Do you think if I called and explained to them what happened they would let me go ahead and pay the $223 that I was going to pay and the rest later. Because I can't pay a $620 bill. I work for an ATT Cor store part time and I'm in nursing school. I've just never came across this before so I'm trying to find the best solution.
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 13 of 24
ACE - Professor

Re: Suspended service

Bpaul15 -

I would say definitely give Customer Care a call so that they can transfer you to the billing department and work on a resolution.

You can also send a PM to ATTCustomerCare here on the forums explaining the situation. Keep in mind this route may take 1-3 business days for a response but they are really excellent at what they do.

That is a mighty huge bill so they might be able to work with you in arranging paying that over time. Smiley Happy However , keep in mind there is no guarantee and you might have to pay the full balance.

All the best!
~Sunshine Smiley Happy
*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 14 of 24
Employee

Re: Suspended service

Thank you so much @Rayosun for all your help! I appreciate it I will try that!
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 15 of 24
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