Paid Phone Bill Twice in one month.. AGAIN

[kcarter410]

Hello,

I am extremely disgusted with the level of customer service I have recived. To say that attempting to speak to people is a nightmare is a complete understatement.

I paid my bill, and have a confirmation number to prove this on Spetember 15th. Then, again on September 24th, the money was taken out of my back account a second time. I have tried to reason with Customer Service Reps, and have spoken to SIX SUPERVISORS. I have attempted to reason with everyone I have spoken to, to see if I can have the second payment returned to my account, as the next payment is not due until the 24th of THIS month. Unfortunately, no one seems to believe that the money was taken out of my account on the 24th of September. (This has happened to me before, I paid my bill, and went to a stor for an upgrade, where they told me i coudln't upgrade my phone because I have not paid my bill.)

One Supervisor assured me that she would "Open a Case", whatever that means. Unfortunately, she never called me back as promised, to confirm that the case was opened on my behalf, since the system was down when she offered to open the case.

Since then, I have spoken to THREE people who have called me every day, looking for me to pay my bill a THIRD time in the span of one month. I have tried to explain that I have already paid this month's bill on the 24th of September, and, of course, nobody admits to that being true.

I find it extremely frustrating that nobody from Customer Service can call me back, nobody can take the time to research their records to see that the money was taken out of my account on September 24th AND Spetemnber 15th, and nobody can even give me a number to call to prove that I have paid my bill. (I would be happy to fax documents from my bank)

I have had countless CS reps tell me they can't help me, and I find this very disturbing. I have been a customer for 12 years. I purchased my first cell phone in 2000, when this company was called Cellular One. I have been told I am a "preferred customer", but I certainly have not been treated like one.

Does anyone know how I can resolve this? The lats thing I want is for my phone to be cut off becuase I didn't pay the bill they keep asking me to pay, when I have already paid. PLEASE HELP!

[wilcre ACE - Expert]

Sorry to hear about your troubles, however on a good note try to Send a private message to  jamileh (Send this user a private message) she is a Community Manager for AT&T, she should be able to resolve your issue for you.

[kcarter410]

Thanks for your response! I will try!

[A-Rob]

This JUST happened to me too. I paid online like I've been doing for years and there were two withdrawals for the exact same amount back to back. After three calls to AT&T they finally started a case, after repeatedly telling me that they only received ONE payment! They tried to blame it on my bank, however my bank customer service rep (who was extremely helpful) confirmed that AT&T really did take the money twice. If this isn't fixed fast I'm cancelling my account and going somewhere else. I have wasted so much time this week dealing with this nonsense. A web search shows that it isn't a unique problem. I'm glad I didn't pay all my other bills at once or I would be up the creek. Thanks AT&T for causing me more frustration over a process that should be flawless after all these years of internet commerce.

[kcarter410]

UGH! I am so sorry that you have to deal with this foolishness too! I FINALLY got them to open a case (a week later), but only AFTER they cut my phone off for not paying (a third time this month)! To say that I am at the end of my patience would be a total understatement! SMH!