New Member
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2 Messages
Customer service messed up my account payment after fixing an issue completely UNRELATED to billing, expecting me to make another payment!!
After making a payment of $70 on my AT&T Prepaid account I was having network issues with my device. I called Customer Support and the lady told me my device was blacklisted. How? No clue!! She proceeded to "fix the issue" then told me I needed to make a payment in order for my service to be active. I explained to her that I had just made a payment. She put me on hold then came back and said that while she was fixing the issue, when she restarted my account the payment I had JUST MADE was gone and the only 2 options I had was to either just make another payment or request a refund and make another payment!!! WHY AM I HAVING TO MAKE ANOTHER PAYMENT WHEN THE CUSTOMER SERVICE AGENT IS THE ONE WHO MESSED UP MY ACCOUNT??? WHY DO I HAVE TO REQUEST AND WAIT 3-5 BUSINESS DAYS FOR A REFUND AND THEN MAKE ANOTHER PAYMENT WHEN THE AT&T CUSTOMER SERVICE AGENT IS THE ONE WHO MESSED UP MY ACCOUNT!??? I don't have the money to just make an extra payment and wait to receive my money back!!!! AT&T messed up my payment, AT&T needs to fix my payment!! There needs to either be a credit for that amount put on my account or you guys need to hold the CS agent accountable and make HER pay the payment for my account!!! This is absolutely RIDICULOUS!!! I can't even go into an AT&T store to speak to someone there because I have COVID!!! SOMEONE needs to fix this!!! I have been with AT&T for YEARS but I'm seriously about to switch to another provider.
JesD0324
New Member
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2 Messages
1 year ago
Update: I've been on the phone with Customer Service for, I don't know how long now, but they just keep transferring me to the next agent. I'm tired of having to repeat myself over and over and over! Will someone from AT&T PLEASE MAKE THIS RIGHT!!
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ATTHelp
Community Support
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225.6K Messages
1 year ago
We definitely want to look into this for you, JesD0324. Let’s meet in a Direct Message (DM) to discuss that payment made to your AT&T PREPAID account.
Please check your Direct Message Inbox for a message being sent to you. Look for the chat icon next to the bell icon in the upper right corner of the Forums page.
Meanwhile, you can check whether that payment was made to your account simply by restarting your device. In times when cellular connectivity on your device fails or drops, a simple restart refreshes your device's connection to the network.
Once your device has powered back on, if there is a signal strength, dial *777# from your AT&T PREPAID phone to get a text message with your balances. The text will give you your account balance and other account details like your data balance and package info.
In case you want to know other ways to complete an account payment especially in times when there is no signal on your device, here's how:
Use a credit card, debit card, or checking account
Heads up: There’s a $10 minimum payment for debit and credit cards.
Let us know how this goes. We'll be in the DM waiting for your reply.
Lar, AT&T Community Specialist
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