I tried to pay an overdue bill online and it sent me to the AT&T store because my passcode was 'incorrect'. I went to the AT&T store and asked if I could pay my bill and close my account (my phone had been turned off, and I'd gotten a new carrier), by the way, the girl never asked for my passcode or any ID. I paid the whole amount but she told me that she couldn't close the account and that I'd have to call customer service to do that. I asked her if my phone service would be turned back on now that I paid the past due balance and she told me NO, that I had to call to activate it or cancel it.
So I waited a week to call customer service because I was moving out of town. I called, talked to a lady who asked for my passcode. I hadn't used my passcode since I signed up for AT&T 6 years ago, so I couldn't even remember. She gave me a hard time and said she couldn't do anything for me because I didn't have the code and she told me that I'd have to go back to the store to prove that I was who I was and find out what my passcode was and then someone there could 'help' me.
I went to the store AGAIN and asked them what the passcode was, canceled the need of a passcode, and asked the guy if he could help me with the account. Turns out they COULD cancel the account in the store, but he said I owed a balance and I'd have to wait for a bill to arrive to pay it (he wouldn't tell me what the balance was or anything). And then he told me that I'd just have to call up customer service and talk with them.
I received the bill later and I apparently owe them $150 in services, which is a total lie because I had asked the lady originally if my phone would be turned on and she had said NO. So I called customer service to see what was going on and to figure this all out, and couldn't reach anybody because I was on hold the whole time.
They must have suspected that I was trying to solve the problem, so they sent my 'debt' to CCA Collections who verbally abused and attacked me over the phone saying that I was not telling the truth, that I owed AT&T every cent, saying they'd continue to harass me until I paid, that they'd report on my credit that I refused to pay the 'rightful' balance, the jerk wouldn't even let me finish my sentences! I had to hang up on him just to get him to stop yelling at me. I'm a feisty girl and I can hold my own, but this guy had me crying for 20 straight minutes after I hung up on him, he was SO MEAN.
I'm not going to pay for a service I didn't get, didn't want, and was told wouldn't continue. It's interesting that they want their supposed due amount, but they don't want to give true customer service and help people get things squared away... Online, in the store, or on the phone.
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