This is the letter I wrote to AT&T Universal Card and I mailed it to both the addresses below. It explains the problem in detail:
AT&T Universal Card
PO BOx 6500
Sioux Falls, SD 57117
PO Box 44167
Jacksonville, FL 32231-4167
February 24
Subject: Customer Service
Re: XXXX-XXXX-XXXX-1111
XXXX-XXXX-XXXX-2222
On February 22nd, I received an email stating that I could do a balance transfer with a 5.99% APR. I had just paid off a credit card, the one ending in 2222, and decided to do this balance transfer. I went on the website and attempted to do a balance transfer for $3269.57. I received the following message:
We've had a problem processing your request.
We are unable to process your request. Please call customer service at 1-800-423-4343.
At 9:13 am Pacific, again on February 22nd, I called the number given. I don't remember the name of the person I spoke with, but you can track that down in the system. She asked for my information and I gave her the card number ending in 2222, the same one I had entered in the IVR when I initially called in. I also mentioned that I had two AT&T cards and wanted to make sure the balance was put on the correct one.
She told me that I could have my credit limit raised and I said that I knew that based on what the offer email had told me. She raised my credit limit and told me that I could transfer up to $2830 to that card. I should have immediately suspected something was wrong because I had earlier attempted to transfer $3269.57 onto the correct card.
She mentioned to me the reason it probably didn't go through online was because I was trying to transfer more than my credit limit would allow. I didn't understand because my credit limit had been raised to $5200. She explained that maybe it was because my earlier payment may not have yet gone through, so it was restricting my balance transfer.
Now, mathematically, that still did not add up. Even if the $1544.99 had not yet been cleared off the card, I should have still had $3655.01 for transfer, more than enough for my $3269.57 transfer. I didn't bother correcting her and figured that maybe there was only a certain percentage of funds available for balance transfer and not the full amount. She completed the balance transfer and I hung up with her. It took 7 minutes and 46 seconds to complete.
Today, February 24, I went online to pay my second credit card, the one ending in 1111. I was shocked to find my balance at $5199.07, less than a dollar away from over my credit limit. What happened? I immediately called AT&T. Again, I don't have the name of the person I spoke with, but you can look this information up.
The person I spoke with told me that I had a balance transfer of $2830 that had gone through on that account. I told her that didn't make sense as the balance transfer was for my card ending in 2222.
At this point, I am concerned, but not upset. I figure she will be able to clear everything up.instead, she told me that there was nothing she could do and that there were two balance transfers; one on each card for different amounts. One (the amount for $3269.57) was placed through the internet on the card ending in 2222. The other (in the amount of $2830) was done over the phone and on the card ending in 1111.
I already knew this and I explained to her the error message I had received on the internet, prompting me to call in the first place. I also explained that when I called in, I had specifically asked for the transfer to be placed on the card ending in 2222. If anything, the card ending in 2222 should have both balance transfers on it and there shouldn't be anything on 1111. Again, she told me that the checks had been cashed and there was nothing she could do; I would have to pay both balances.
I asked to speak with her supervisor. I expressed to her supervisor that there had to be some way to do a stop payment on one of the balance transfers or some way to rectify this because this was not my fault. She said there was nothing they could do once the checks had been cleared, but I could call up the other credit card company, the one that I had transferred the balance from, and ask them to send me a check for the overpayment.
I asked her what could be done in the meantime. My account was 93 cents away from being over the credit limit and, depending on how long it took for the other credit card company to cut me a check, I would be accruing astronomical finance charges. She again said there was nothing she could do for balance transfers. Her attitude was extremely poor and she acted like it was entirely my fault and that I deserved this. I have never experienced more disregard for a customer's problems in my life and I am a Cingular customer, so I've experienced some bad customer service.
I asked to speak with her supervisor. She claims that she didn't have one. I asked to speak to someone with more authority than her. She again claims that she is the top person in the building and there is no one else in the whole company that is higher than she is. I supposed I must have been talking to the President of AT&T Universal Card.
She asked if there was anything else she could help me with. Because she had been so helpful, I told her to cancel both my credit cards. I was shocked at the treatment I had received and shocked that there was nothing that could be done to rectify it. Because of a mistake made on AT&T Universal Card's part, I had to now pay. After 13 minutes and 38 seconds, I completed the call with the two entirely unhelpful Customer Service Representatives.
At 1:14 pm, I decided to call a different number, trying to find some help somewhere in the huge company of AT&T Universal because I did not believe the President of the Company when she said there was nothing that could be done and I would have to pay for their mistake.
I dialed 800-285-9696 and got a very nice gentleman. I explained the situation to him and he understood what had happened. He also understood my frustration, worry, and concern.
Again, I was told there was nothing that AT&T could do to reverse the charges and I would have to contact the other credit card company to get the credit back. But, this time, he told me he could give me a $14 credit for last month's finance charges so any finance charges that are accrued due to this terrible mistake would not a) come from my pocket, and b) would not set my account balance over limit.
I have been a customer with AT&T Universal card for 7 years now.in fact, AT&T Universal Card was my very first credit card, ever. I had a loyalty to the company in spite of the higher-than-normal interest rates and lower-than-normal credit lines simply because it had been my first credit card. I also have several friends that have AT&T Universal cards.
But, because of the shoddy customer service I have received, I will make sure to tell all my friends to cancel their cards, as I have done, and will even post this letter online for the world to see.
Sky
Beverly Hills, California
U.S.A.
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