status:Consumer Rebuttal to Business Response (More)Case Description:A payment was withdrawn from my account on the wrong day asked a supervisor to refund that payment and she refunded every payment on my account.
On 5 Feb my partner called and made a payment to reconnect her services but she used the wrong cvc code on the back and the payment was declined. After calling the bank they advised me that the payment didn't go through and the payment I tried to make will be back in our account by COB. I called back about 20 minutes later and spoke with an actual person to make the payment to reconnect our services and set s payment arrange for 15 Feb.after making the payment and setting up the payment arrangement I asked the rep to take my account off of auto pay because it kept getting put on my account and I couldn't take it off using the app. The rep confirmed 3 times that the payment arrangement was set for the 15th and that auto pay was taken off of our account. On 9 Feb I noticed an additional payment was taken out of my account. I called back in to see why the payment was taken out and the rep told me that my account was set up for auto pay. After explaining the situation to him he reversed the payment, took my account off of auto pay and correctly set the payment arrangement up. I called back the next day to see how long it would take for the payment to be put back in my account because I was out if town(military duty) and that the payment that was taken out of my account was all the money I had to live off until next payday. He advised me that he didn't know and transferred me to a supervisor named Ellen (she refused to give me her last name). After trying to explain the situation to her she kept telling me that she didn't see any payments and then she placed me on hold and reversed all payments that were made on my account after I told her several times that the 5 FEB payment should stay on the account because that payment reconnected my service. She told me oh well and asked if there was anything else she could do. I've been calling att since it happened and I've even talked a manager and still no one will help me. They don't care that I now have a $408.00 bill because of THEIR errors! I even expressed to the manager that by my services being disconnected my spouse can't go to work because she works from home and needs the Internet so she can work. No one has done anything not even apologied. The reps and supervisors are so freaking rude.
After filing a complaint with BBB someone from AT&T executive office called to resolve the issue the first person I spoke with told me to basically pay the bill which is now $400 and the problem would be resolved. I told her if it was my fault I would pay it but since it's their fault the should do something about it she told me that was all she could do so I asked to speak with her supervisor. Dennis Porter(supervisor) called me back and basically told me they would eat the reconnection fee from the 1st time my services were disconnected. I advised him that I would pay it since it was disconneced the 1st time on my part. He then told me he would waive $80 and I had to pay the rest which I declined because if their reps would listen and stop being so rude to customers then MAYBE I wouldn't be in this situation. He then told me that if I don't pay my services would be cancelled and the balance that ATT created would be on my account.
Product or Service Mentioned: Att Internet Service.
Reason of review: Problems with payment.