Hi- I originally was looking for a private comment form but was unable to locate one.
I just received a letter from the Credit Collection Services stating that I owed $45 to AT&T. Naturally, I called the credit service to find out what this past due balance was. The rep had informed me that it was for a previous Uverse account I had and that I needed to call Uverse to settle the payment since AT&T would be the company that could potentially negatively impact my credit score, my main concern.
I then called AT&T with the number provided from Credit Services, after explaining the situation the billing rep informed me that she would be able to transfer me to credit services where she would be able to notate the account and I'd be able to pay the bill without any negative impact on my credit report. Once trasferred to credit services, I again explained the situation and was informed that I needed to pay the account with credit services since they are the ones that can influence my credit score, which is the complete opposite of what I was told by Credit Collection Services. I also asked the rep to tell me when these notifications were sent. She informed me that they were sent twice in January. This is the part that really frustrates me since I cancelled service in early October. Even if I was to receive those notificiations in January, I do NOT believe there were sent in a timely manner as I called and talked with a AT&T rep to ensure there was no outstanding balance when I orginally cancelled the service in October. The credit rep continued to tell me it was my responsibility to update my address with AT&T. My question to her was why would I update my billing adddress with a company that I had already cancelled service, paid my balance, and returned the equipment. She then told me that I needed to speak with a billing department because she can not go back in the account to review any notes.
So, then I transferred back to billing services (my third transfer). In which I had to re-explaint he situation for the 3rd time today with AT&T because NO notes were captured in my account and the reps simply transfer you from one person to the next without giving a recap of the situation. During my third conversation, this rep was a little more helpful in light that she was able to take my payment over the phone but then she informed me that she would transfer me back to credit services so I can make sure it was reported to the Credit Collection Services. My fourth time to explain the situation, in which the credit service rep informed me that nothing else needed to be done, that they would notify Credit Collection Services of my payment. Now I have to hope that everything is settled from here as I'm still not 100% certain I was suppose to make the payment with AT&T or Credit Collection Service, since I was told 2 different stories AND that it will not negatively impact my credit score as I was told.
I apologize for the lengthy email but this has been an hour long struggle with AT&T in which I think it could have been handled alot better. This is not about the money that is the concern its 1.) about the timely fashion in which I was notified of past due payment, 2.) the lack of communication between AT&T reps 3.) the lack of communication between Credit Collection Services and AT&T.
Very Frustrated.
texasguy37
