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He waived the deposit and the mystery past-due balance of $69 and put our account back into good standing. told my husband that the deposits and billing had all been a big mistake on AT&T’s part and that it was entirely their fault. On November 2, we finally received a phone call from at AT&T. She promised a phone call the next day to get it settled. I said fine go ahead and was told that we would need to wait until Friday as the department that could do this was not in. I went through the escalations until I reached a manager who told me that the accounts were in fact suspended due to the deposit and they could not waive the deposit, but we could switch the whole account back to my name (my old account was completely in good standing) and that would solve the issue. I was told at this point that the lines were disconnected because we had a past due balance of $69 – when I asked for an explanation of what that past balance was for (remember our account showed balance due of $0), I was sent on to a manager. After waiting until 7:30pm that night with no phone call, I called AT&T again. The new agent that he spoke to said that she was unable to help us and that the agent from October 31 would have to call us back and would do so by the end of that day.
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He called the collections agency and settled the mysterious outstanding bill (it was $108), then proceeded to call AT&T again to let them know and ask for our phones to be turned on again. On the very next day, November 1, my husband woke up to find out that his phone had now been shut off as well. The agent promised to call us the next day to make sure that we were settled. She gave us a phone number and told us that if we paid the outstanding bill with the collections agency, that AT&T would waive the deposits and everything would be fixed. When she came back, she stated that the deposits on our account were necessary because my husband had an unpaid bill that had gone to collections – on the same account that we had now – she couldn’t explain why we would still have service all these years if the bill was still in collections. We pleaded with the agent to help us and she put us on hold while she contacted her credit department. Since we had a transcript of the original chat, we were able to refute that the issue of deposits had ever come up.
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When we asked why two long time customers would suddenly have deposits on their account that they didn’t know about, the agent said that the deposits were triggered with the transfer of billing responsibility and that we were told about it at that time. 2 of our 4gb monthly allowance), we were transferred up the chain and then told that actually the lines were suspended because we had deposits due of $1600. After being told again the line suspension was due to high data usage and refuting that claim using their own website (all of our lines combined had used less than. My husband got on the AT&T chat to find out what the issue was – at that point we were told that it was due to high data usage on the line and that the line had been suspended.Īt this point, we decided to call AT&T and try to talk to a human. At first I thought it was a glitch with my phone, but after doing a re-start, still had no service. That morning, I noticed that I didn’t have phone service. We thought that everything would eventually be sorted out by the November billing cycle (when the bill is due November 19).įast forward to October 31. We noticed in the intervening days that the initial amount owed ballooned up to $1800, but weren’t to concerned about it because when clicked through to the payment section of our account, it showed that our balance due was $0 (we paid our bill on October 12). While setting up the transfer of my two lines, my husband noticed that his account suddenly showed a balance due of over $1,000 – he asked the agent if that was simply due to the changes being made and the agent responded that everything would cycle through and get back to normal on the account soon. My husband proceeded to request a transfer of billing responsibility for my account using AT&T’s online chat feature. On October 3, my husband and I decided to consolidate our separate AT&T accounts into one mobile to mobile family plan in order to save some money. By “they” we mean “pretty much everyone involved in this mess.” Kelly needed to put down deposits…despite being AT&T customers in good standing of a decade or so.
WHAY I CANNOT PAY MY AT AND T PREPAID SERIES
Instead, they got a series of seemingly random four-figure bills from AT&T. Kelly and her husband made this true commitment after they were already married, intending to save some money. ( andy_57)It’s a truly blessed event when a couple decides to truly commit to each other and… join their mobile phone plans together.