During the last four months I have had 4 or 5 conversations about my account with on line techs. In October 20, 2016 I requested a payoff balance of the cell phones on my account. The tech told me an amount which I paid right then by debt card. In Nov 2016 I talked with tech on line again to increase my data due to needing more since I had had to pay extra that month for data. At that time only my phone and tablet were mentioned by the tech. Then in December 2016, I cancelled the second cell phone and the tech made the changes to my account. I kept the second tablet due to contact commitments. At that time the tech did not say anything about owing for the balance of that phone . I knew I had paid off the phones so I was not concerned with owing any thing else. Then this month I get a bill showing that my payment I thought was for both cell phones were in fact just for one (1250). All this is done on line. I tried to explain to techs on line and then at the local office what had happened to me. I was not given full explanation about my phone service. I would have never cancelled the second phone knowing I would owe a big balance on my bill!! All I asked from AT&T was to put the payments back on my bill and allow me to regain paying it off in this manner. Since this was a problem caused by AT&T I really felt like they would step up and correct the issue. No apologies. No repentance for their mistake. Nothing for me except giving me the chance to pay the balance in total in February! I have been with AT&T since 1993. I have always been pleased with the way AT&T handled issues in the past. That is why I am so shocked that AT&T can not help out an old lady of 60 with an issue that was the techs mistakes not mine. My only mistake was trusting the company. I really want satisfaction from AT&T because this was not my mistake, it was yours. Please help me.
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