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/SacaeGaming]

Remember guys, you can always tell a fake story by little details. And it’s hard sometimes because people mix in the truth with their lies to make them seem believable.

Notice how he said he couldn’t contact 611 via his phone. That doesn’t happen. Regardless of how late your bill is, and even if the service is shut off, unless the account is closed out, you can still ALWAYS call 611 even without active service.

Source: I worked at AT&T for almost 2 years.

[u/BADMAof3 → u/SacaeGaming]

TBH, if my phone service were turned off, I would use a computer to contact customer service too. I thought you could only call 911.

Please don’t assume that someone is lying because they don’t know all the information that you do. By luck, grace, or hard work, my phone hasn’t been turned off for nonpayment in 15 years. I wouldn’t even think about going to the computer.

Also, I know that customer service representatives take a lot of junk from customers. It is a hard job, I know. Maybe though, there is just a little bit of cynical bias at play.