AT&T Holiday Deals & Gifts - Don't miss these holiday deals on the latest devices!
Need help understanding your bill?
Fixit2023's profile

New Member

 • 

4 Messages

Wed, Sep 28, 2022 6:37 PM

Not Crediting Documented Payment

Tried for several days via phone and email (ucpaymentclaims@att.com and attpaymentclaims@att.com) to get a documented payment credited to my account that is showing overdue.  Have a case number and provided bank documentation that proves  ATT Services received my check and converted it to electronic payment a week before the due date.  Have only received an auto email response saying it will take 20 more days to respond.  I recently added auto pay that begins next month.  Concerned ATT will try to add this “unpaid” amount to my regular monthly invoice. Or, impact my credit.  It should only take 5 mins to review the bank statement and credit my account.  ATT taking 20 days to figure out an employee credited the wrong account or otherwise mishandled funds is on them and should not adversely impact me.

MicCheck

ACE - Expert

 • 

12.4K Messages

2 months ago

It might not seem like it should be difficult, but it's a lot more complicated that you're assuming. A employee can't just look at your bank statement and enter a credit. They have to find out where the payment went and get it moved over appropriately. 

You can try filing a BBB complaint and see if the AT&T person who responds is able to expedite the process so it's resolved before your next bill is due.

New Member

 • 

4 Messages

2 months ago

Thank you.  I appreciate your taking time to reply.  I have filed a BBB complaint.  Just to clarify, I provided ATT with both a bank statement excerpt and the detailed documentation from the bank showing the specific conversion of my paper check to electronic payment by ATT Services on 21 Sept.  This is irrefutable proof that ATT received payment and my account should be immediately credited based on it.  If they need to take 20, 30 however many days to figure out which employee mishandled funds and how, they can do that without holding my account hostage, charging me fees I do not owe, or adversely impacting my credit.  We have done business with Bellsouth and ATT for over 40 years, but that is apparently meaningless.  

MicCheck

ACE - Expert

 • 

12.4K Messages

2 months ago

If they need to take 20, 30 however many days to figure out which employee mishandled funds and how

That's not what they're doing. In fact, I would be doubtful it's an employee error. What they're doing is trying to find the money. They can't credit your account with nothing; they have to find the money in order to apply it to your account.

Hopefully the BBB complaint can move the process more quickly.  

New Member

 • 

4 Messages

2 months ago

After spending additional hours on the phone this week with a senior technical rep, I do not share your confidence in their employee skills.  The tech had to correct multiple errors on my account that local ATT store employees created.  I was unable to place an order on the My ATT app since the system did not recognize our new address, so I went to the local store.  In attempting to order for me, the 2 store reps (including the supervisor), somehow altered the status of my phones, the account etc. Fortunately, supervisory computer tech Carlton persevered the next day until everything was corrected in the database and the order was placed.  I reached him after spending an hour on the phone with a customer service rep who told me my phone didn’t work (I was speaking to her on it), it was not eligible for upgrade (paid off long ago and I was receiving weekly messages to upgrade), and it was not part of the ATT system (I reminded her she was looking at my ATT account for it on her computer screen).  Carlton temporarily restored my faith in ATT employees until the false overdue account notice occurred the next day.  All of this was preceded by ATT swearing they could offer at least 25 mbps of internet service at our new address, requiring me to place an order for it, having tech 1 come out and tell me it could be provided, but then a skilled field tech spending considerable time testing before admitting that 6-8 mbps is all they could provide. - Woefully inadequate.  Unfortunately, good techs like that one and Carlton appear to be in the minority at ATT.

New Member

 • 

4 Messages

2 months ago

I received a reply to my post, but the account is still showing past due, so the situation is far from being solved.  My phone rang 1 time the other day.  One ring and stopped, no voicemail message.  I called back and it was just the standard customer service.  I had no idea who called and did not have 2-3 hours to repeat the entire scenario to a new agent, so I hung up.  -  That is another area where ATT’s customer relationship program is deficient.  Despite the sound of an agent clicking on the keyboard and appearing to enter copious notes into the system during a call, the next person I speak to has me repeat everything.  The contact in Collections claimed very little information had been entered in the system.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.