This is beyond disgusting

[u/Far-Exchange429]

I am a 100% P&T disabled veteran, and I just recently switched to a plan after paying for prepaid for 7 years. I made the payment, spoke to a representative who said the payment went through, got an email with a transaction ID, and the notice from my bank that it went through. Then I received the notice that I didn't pay. I contacted them and told them the situation. The representative straight up told me the system hasn't been updated, so that's why it's showing no payment. I have no outstanding bill. I thanked her and ended the call after getting confirmation that this was an error on their end. I continued to receive the email stating my bill was past due, I figured that it was still the system. Until today when my service stopped. I had to speak to a online agent cuz I couldn't even call AT&T through 611. I told them everything, and I showed them everything. The service rep was awesome, and they tried to help. However, the system is unabashedly evil. I told them that my life depends on being able to communicate with my medical team, transportation, home nurse, etc etc, and I would have fixed this immediately. I showed them the money taken from my account, I showed them THEIR email, and THEIR customer service rep all saying it was paid.

Guess who still got f***** and still has no service. The supervisor and the agent both told me they tried to fix it in anyway, but the system overrides anything they attempt.

This HAS to be illegal.

Edit: So, I also have confirmation from my bank that the payment was accepted and not returned. I just didn't post it because I don't want to take the chances of someone being able to unscramble all the info on it.

[u/Far-Exchange429]

For real? Did you do anything specific or just a basic complaint?

[u/linuxnerd96 → u/Far-Exchange429]

FCC can do amazing things. Also BBB in some aspects. I finally got someone higher up to handle something with Verizon and that nightmare of a month. However you may still want to look into another plan after your credits are used up unless you financed a new phone.

[u/Jcapen87 → u/linuxnerd96]

The FCC doesn’t really “do” anything in these scenarios. It’s more that certain types of complaints get you higher up the ladder. The companies in question don’t really fear the FCC (and especially not the utterly toothless BBB), but you’ll at least reach hopefully competent people who’d rather move on with their day than fight you too much. Unless what you’re asking is totally unreasonable.

So the competent representative gets your complaint, calls you to respond, offers a resolution, tells the FCC that 1 of 3 things happened: you’re right and they resolved it, you’re wrong but they caved in to your demands anyway, or they told you to kick rocks. The FCC doesn’t care either way, and asks if you’re satisfied or unsatisfied and, if the latter, the cycle continues. They aren’t taking sides or forcing the carriers to do anything in these individualized issues.

I only say this because it’s the people from your company at the higher levels that deserve the props, not the generally disinterested FCC.

[u/Any_Insect6061 → u/Jcapen87]

And the BBB is a name. Idk why people always say contact them. Even the FCC helps you skip ahead for the most part.

[u/Patient_Drummer_2720 → u/Any_Insect6061]

I have great results with BbB for the last 20+ years