On 10/20/16, I paid off my husband's AT&T Next Installment Plan....on 10/26/16, I went online to AT&T to begin upgrading 2 out of 5 phones. The payoff was not applied to the installment plan to so began a chat with an AT&T Rep. I could see that the payment was on my account...after she found the payment, she said it was applied as a regular bill payment (which fyi, wasn't credited to our account!) Like I said, she was very nice, BUT she basically told me I didn't go through the "appropriate" place to payoff an Installment....I'M NOT STUPID! I KNOW that I did! *deep breathe & let it go"....she "reversed out" the payment I made on 10/20/16 and walked me through the "correct steps" (same thing I had done)....I had to PAY AGAIN (which of course came out of our bank account immediately) but I wasn't seeing a "refund". She assured me that we'd see the money returned in a couple of days and that she made note on our account. Yesterday, one of my daughters' phone quit..(cracked IPhone...2nd time after being fixed) She decided to use her saving and pay it off...I got an email saying the payment had been made. Today I got a text saying my PASSCODE had been changed and that if I didn't do it, to dial 611. After varifying no one change it with my 2 older children and my husband, I called 611. The lady seemed to be concerned....FYI: I HAVE 2 OTHER ACCTS LINKED TO THIS ACCOUNT! She asked me if I knew what my code was....ummm...I know what it's SUPPOSED TO BE! So I gave her that, name on account (mine) and she said the that was not what she had....and that she couldn't get into my account without it. She asked me a "SECURITY QUESTION"....I've had this account since 2009....I'm sure I have the answer written down somewhere but I have no clue what the answer is...if I knew APPROXIMATELY WHEN I set it, I could possibly figure it out....because I couldn't didn't answer the question correctly, the ONLY way to "fix" it was to PHYSICALLY go to an AT&T store and show them my ID....I appreciate the "security measures"...BUT she became rude....no longer would help me! I have 3 accounts set up with this log-in that obviously if it's been "hacked", they have ALL info they need....she wouldn't even verify my address! I not only have a SECURE PASSCODE, my email sends me a notification that I have to approve through my cell phone in order to login, ALSO....I have AT&T accounts set up to send me a verification code that has to be entered to change ANYTHING on my account! SO HOW DOES THIS HAPPEN?! I was able to get into our other 2 linked accounts but they've obviously locked my OLD WIRELESS ACCT (I was given a "new account" number when we bundled so the actual acct that was compromised, isn't the "active" wireless acct....I'm not really sure what or why I was given another account....MY ISSUE IS THIS: When I was checking with the family regarding chargin the passcode, I found out my daughter was told that they "were having problems getting it posted to her Installment Plan and that they would have to figure it out"....SHE PAID $250 but wasn't able to upgrade because it was still showing her installment plan as active. Because I had gotten an email saying payment was made (ON THE "NEW ACCT" #), I checked and it's showing her plan is paid off! BUT MY HUSBAND'S IS STILL SHOWING UP! It seems to me that the problem is AT&T seeing as if the payoff's aren't getting processed correctly (on THEIR SIDE) and conveniently, my "originial wireless" acct is locked....MY DAUGHTER HAD TO HAVE THE PASSCODE YESTERDAY IN ORDER TO PAY HER INSTALLMENT OFF!!! And we still haven't received an refund NOR is my husband's payoff processed....OH & now there's a "recent activity" charge that's been added to our bill! BUT STILL NO CREDITS FOR OVER $300 PAID ON INSTALLMENT PLANS!!! If I could "conveniently" jump up and run to a close AT&T store....I would have gone to do the upgrades!!!! After having this account for over 7 years, with all the original phone #'s, you'd think they could be a little more helpful! I'm sure there's more for me to gripe about but I'm so frustrated I'm sure I've already repeated stuff! UUGGHHH!!!!
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