Contributor
Horrible Customer Service
We've been DirectTv customers for 20+years, pay our bill the first of every month. Back when Verizon and DirecTV had their "One Bill" a payment got lost during the transition of them discontinuing the One Bill service. Neither party could account for where the payment went. So I continued paying my bill but he remained 30 days behind.
AT&T decided they didnt like the 30 days behind and suspended our service.
I spent 30 min trying to get into the site that was down
Finally chatted with Wes who was nice but couldn't resolve the issue and had a "billing specialist" call me. Mark #EM521S made it a point to talk over me, tell me there was no such thing as a One Bill, tell me to call Verizon if they lost a payment, tell me to just pay my bill and refuse to connect me to a supervisor
Call back and talk to 2 people before I get a supervisor who will " research the issue but cannot turn on service unless I pay it"
Tell her we will just switch and be done and tells me " I cant cancel my service right now"
Spent 2 hours with no one able to do anything whatsoever. Very sad that long standing customers get this type of treatment
Constructive
Employee
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34K Messages
6 years ago
unfortunatly they wont/cant restore your service until your account is paid up to zero balance. the computers wont allow it and nobody in the customer service/billing has the ability to over ride it.
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
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Cissyof4
Contributor
6 years ago
It is "unfortunate" because At&T/DirectTv has designed their system that way. Therefore if a paying long term customer has a billing issue, missing payment, etc then they are forced into paying it anyway or suffer loss of service. It is not putting customers first. When you have 20+ years as a customer and pay every single month it is pretty sad to get your service shut down due to a billing issue. Due to that type of service we will most definitely be going elsewhere now.
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Constructive
Employee
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34K Messages
6 years ago
@Cissyof4 It’s unfortunate they has to resort to this system to take the human element out. But for every legit billing issue there were thousands of sob stories and pretty convincing stories at that. At&t/directv lost money for non payments. Employees lost jobs for authorizing payment arrangements that were honered you would be amazed at the amount of unpaid account debt they have to write off each year
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
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