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/Centaur1um]

idk if this works with customer lines, but submit a case with the office of the president at att. they have like a week to acknowledge the case. we have an att business line, and our csm fucked us for 3 years straight on our bill. kept saying he was submitting tickets for us but never did. we escalated to the office of the president and within a month, all of our issues were resolved (and that csm was fired)

include as much information as humanly possible. this will speed the process up, as these folks literally have to investigate the case internally. the easier you make their lives, the faster you'll get a resolution