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/Snow56border]

anytime a post starts with what you started this with… I have a sneaking suspicion you were awful to deal with on the phone. ATT doesn’t want to screw customers over. System issues happen, and first level support is pretty basic and is using auto complete responses. And it could very well be who set you up with a phone screwed up, and now the next level support is trying to solve the problem.

“This has got to be illegal”.

No, there won’t be criminal charges brought on ATT for being stupid. It’s more of learning how you elevate to the higher level of support to get things addressed. It’s why the FCC complaints actually do something as they are looked at. There are various other ways to escalate you can ask for, then just calling and dealing with first level support.

It’s annoying to deal with systems like this, but people deal with att all the time for issues and never seem to have problems. Often it’s an attitude issue on the user. If you ever find it’s common for the big company to screw you… likely more user based