I scheduled a payment arrangement when I got a notification on my device that my bill was past due. It’s Christmas time and being a single mother, in this economy, times are tough. After making my arrangement, before my service was disconnected, I received a text message confirming my payment arrangement. While going to pick up a grocery order, I could not check in on the app. Sitting in the parking lot I decided to try and give the store a call, to find that my service was completely disconnected. Because it’s absolutely impossible to contact any live person from Verizon when you’re disconnected, I decided to try and cancel my payment arrangement when given the option to set up a new one. Thinking ok, maybe the system didn’t recognize my prior arrangement. This did absolutely nothing for my service and I remained disconnected. I then had to leave the grocery store, with two kids, and drive all the way back home to get WiFi in order to try and contact Verizon. I then spent three and a half hours, texting back and forth with three different people who failed to reconnect my service. The first two attempted to have my service reconnected and had me re start my phone probably 5 times to no avail. The last agent that I had the pleasure of speaking with, 1. Asked me why I was unable to pay my bill. Which is really none of their business. Before then telling me that I am basically delusional, because they’re only seeing the payment arrangement I set up that day. I asked them if it were possible to send a photo screenshot of the text confirming I had in fact scheduled an arrangement before ever being disconnected, to which they said no. And then proceeded to tell me that I’m lying because their “records” are accurate and there’s nothing they can do for me. While also thanking me for my “professionalism”. While they were completely unprofessional. I am absolutely livid, and have never experienced worse customer service from a company. Mind you, I’m $240 past due, not $700-800. I have now scheduled 3 callbacks, have not received a single phone call from anyone, and cannot even get the chat to help me before I’m told to just pay my bill before they’ll even speak to me. What is the point in a payment arrangement or offering them to customers, if they’re going to shut you off and then demand you pay? Super counter productive. If this is not handled by today and my service is not reconnected I will absolutely be going back to ATT.
We certainly understand how important it is to remain connected. Thank you for sharing the details of your recent experience and we will be glad to take a closer look at your account to investigate further. Please be on the lookout for a Private Message from us so that we can review your account details.
-Andi
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