May have thought I was a Security Risk
Last week AT&T sent me a threatening letter because AT&T’s AutoPay was “unable to obtain Credit Card Payment Authorization.” The letter said pay up if I want service to stay up. Unsigned with no return address, it left out which of my 3 AT&T accounts and/or 3 phone numbers was involved.
AT&T offshore and onshore Customer Service operators were as bewildered and befuddled as I was. Some of the offshore ones disconnected—offshore/outsource centers tend to do that after 15 minutes—and others could not figure it out. Explanations varied from the possibility of the letter being a fraud attempt to AutoPay’s tendency to get “jumpy” and drop customers.
The AT&T solution for a consumer being dropped by AutoPay is to send the consumer down the time-gobbling, yellow brick road to DIY “re-enrollment.” I gave AT&T a different choice: Either re-enroll me or lose me, plus compensation for my time needed to first listen to recorded messages before connection with under-trained customer service operators.
Results so far: Today AT&T did some rethinking and quickly restored the AutoPay account. It tried a $10 credit for time and trouble…Stay tuned, consumerist fans.
Consumer Takeaway: If you ask AT&T offshore/outsource customer service operators for their names and locations after you disclose yours, they refuse, citing “security” concerns. Pressed, they claim incidents of customers attacking centers. Actually, that’s not hard to imagine: A consumer, crazed by AT&T threatening letters, returns his phone, first attaching it to a rock thrown at an AT&T building. Don’t do that. Stay cool, real cool. But collect for your time.