I purchased this phone over a year ago from Amazon with a contract. Then we found out ATT offers family plans, so I went to an ATT store, changed the plan to a family Talk plan, and added a new line for my wife. Also updated my address at the same time since we are moving. All look fine, right? I still got my next bill and next bill after that. I paid all of them on time, online. My current due is $0.00.
However Today I woke up to a phone call by a collection agency. They have already put a record in my credit history also for nonpayment of $59.99 for this phone ending 7512. I was shocked; I've been paying over $150 every month. I told the collection agency guy this cannot be true, so he gave me an ATT 800 number which did not work. I called 611 to hear this:
"Sir you changed your account in July updated the address only on the new account. You have failed to update the address on the previous account, so this is the reason you did not receive our notices". This is the first time I even found out that there was an account change. All I knew as a customer was I changed the plan, then at the same time, gave my new address. However the ATT rep who entered the address failed to update the earlier account that he migrated my phone number from. How a customer would even supposed to know they were moving accounts, its ATT's internal business. All I know is I updated my address, I get my bills, I pay them on time. All I know is I had two phone numbers; I was paying on time for both.
Now I have a collection agency trying to charge me for their charges, have a negative entry in my credit history, I requested ATT to rectify it, while offering to pay the balance on the original account. They told me they would not do it to a customer who has a clean payment record, that’s their standard of customer service. They even refuse to admit it's their fault. I am extremely disappointed and unhappy about their service.
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