05-04-2012 01:00:35 PM
We have fallen into some sort of weird Groundhog Day time warp. We have been AT&T customers FOREVER. Have our wireless, TV, phone, internet all with AT&T. Back in December we switched over to UVERSE and had our last bill for our phone & dsl. Instead of waiting for an updated bill and getting late charges we paid the bill Turned out it was too much and they sent us a refund check. BUT THEN a month later we started getting calls from a collection agency saying we owed the amount for our last bill. I gave them all the information from our online payment and they said they couldn't do anything about it I needed to speak to AT&T. So I called customer serve and spent over an hour being transferred back and forth where it was discovered that our last bill somehow got kicked to collection even though a)it was never late and b) was paid (with a refund!!). The very nice CS rep put a note on our account that it would be taken care of . . . only it wasn't. A month or so later we started getting several daily phone calls from (IC systems) who had bought a list of aT&t debts and ours was included. Explained again and was told again to call AT&T another fun filled multi transfer and countless times I had to repeat the details. Same results. AND TODAY a full 5 months after Uverse was installed we got another call from IC systems telling us we needed to pay the amount or it would go to the credit agencies and her advice was to just pay it and then get it resolved. YA that's not happening. So again, I call customer service at At&t and get very nice and helpful sounding people who transfer me all over back and forth between residential. Finally get a sympathetic CS rep who tells me she will stay on the line and not just transfer, I'm on hold for quite awhile. She comes back tells me she has someone and was letting me go. She gets off the line, I hear hold music a click and then "the next customer service rep will be with you momentarily" and then click, buuuuuuzzzzzzzzz 40 minutes later and for my trouble I get DISCONNECTED!!!!
Anyone know how to escalate something like this? My husband is about ready to just chuck all our AT&T services.(I have not yet told him that the calls have started again today). *sigh* We have been with AT&t forever and it's just stunning how difficult this situation is to get resolved.
05-04-2012 03:28:26 PM
Send Jamileh a PM she is an ATT Community Manager on the forum. She will get you to the right person/dept.