I am also having this same problem! I spent 4 hours on the phone last week with AT&T over a different issue. I was in tears by the end of the day. Refuse to call them and go through that again. If they want to get paid, this needs to be fixed! I am also stuck in a loop simply trying to pay my bill. Why isn't a resolution to this problem being posted here? After 30+ years with AT&T, I am seriously considering switching everything we have to another company. My husband and I are both fed up with all things AT&T.
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