AT&T HERE WE GO AGAIN... Hunstville Texas

I use AT&T as my internet service provider. Numerous times they have charged me a $30 late fee over the three and a half years I have used them. Only one time out of this three and a half years did they give me a break on waiving a late fee. The reason my payment was late last month was because my wallet and cards had been stolen and I had to cancel them all. I then had to wait for new cards to be sent out and in the midst of trying to get my financial situation organized again, I forgot to update my Auto Pay account with AT&T. In fact, I don't even think I had my new account information to replace it with as fast as AT&T proceeded to shut down my service and again charge me their ridiculous $30 restoral fee. A fee which is more expensive than my entire monthly internet!

I attempted to explain the situation to two different customer service people online and a supervisor named Genevieve W. I must say they have the most appalling, rude and unhelpful customer service I have ever experienced in my life! They would not waive the fee as a courtesy to me after being a customer for so long and this is only the second time I have requested it. Every other company is far more generous and willing to work with you than these people. In fact Genevieve W quite rudely said it wasn't AT&T's fault that I misplaced my wallet and I forgot to update the Auto Pay. Well I thank them so much for their help and excellent customer service. As soon as my area offers another option for an internet provider, I will never use ATT again!

I have to say this because I get ticked off every time I get a call about a restoral fee that the customer claims they "didn't know about". That $36 restoral fee is completely legal. It is a punishment for not paying your bill on time. If its a one time issue and you are polite about it, then chances are we can credit it for you. However if it happens month after month after month and you keep calling to get that fee credited, guess what- its not gonna happen. Also remember when you want credit for something to be nice. We're people too and have to listen to people whine, complain, yell, scream and call us dirty names for something they more than  likely screwed up themselves. We have to listen to this all day long. If you're nasty, chances are you're not going to get what you want, however if you're nice, polite and PATIENT, then we can probably work something out. We are just doing our jobs and what we are trained to do and are directed by policies and procedures. The restoral fee is in the Customer Service Summary and also online thru your att.com/mywireless account. You say that we are "lying and swindling" and that you owed $900 to your account and said "Now they've gotten their grubby hands on payment in full", let me ask you, were you not planning on paying your bill at all?  If you would pay what you owe each month, on time, then your service will not be interrupted and you will not be charged a fee. I get so tired of hearing people complain about at&t and how awful it is, how the whole company sucks, when 9 times out of 10 it was the customer's fault to begin with. Stop complaining and saying that the fees you get charged with are unfair or illegal, they're not, if you end up having to pay one, pay it, don't screw up again, don't whine about it, and for Heaven's sake DO NOT blame the rep you are talking to, they are simply the unfortunate person who got stuck answering your call, they did not charge that fee to your account. Pay it and move on.

I had a similar experience with AT&T.  After ripping into the customer service rep and threatening to leave AT&T forever, the fee was reversed.  However, the fee itself is illegal because there is no mention of a reconnection fee in the Terms of Service.  The customer service rep I spoke to said that it would fall under the 'applicable service fees' section of the terms of service.  However, 'applicable service fees' is too broad and can not be reasonably interpreted as meaning a reconnection fee would apply.  Therefore, customers of AT&T charged this fee are being done so illegally.  I recommend this issue be taken up as a class action law suit against AT&T.

Im inclined to agree with you here...and frankly quite a few of your other posts as well.

WHY is it a rip off when some company......any company..... be it a bank....a credit card....a phone company in this instance...exacts a payment penalty of some kind for an error on the consumers part? ATT has a right to expect a reconnect fee when you CHOSE not to pay your bill on time. Most all companies do this. I dont understand the rip here.

I understand that accidents happen and you CAN forget payment once.....extenuating circs are just that....extenuating and it does happen. But if you're one of those people who routinely forget...or just choose not to pay on time to the point that the company has to shut ya down to get your attention....then WHOSE fault is the reconnect fee???

I feel for you... I understand how you feel ...Don't Worry about Shooter he is probably being paid by AT&T you should see what he said to me...Check out his comments on AT&T not repaying me my money ...Said they should be able to keep my money for 14-21 days But I did not get his response when I reminded him April 4th till May 27th was like 53 days ...I did get a letter from the Atty Gen of IL and they are being investigated into ...

I encourage all that have a problem with AT&T to contact your congressman and the atty gen in both your state and the state you are sending your bill .. I spent well over 8 hrs trying to get mine straight with no compensation.. and I am not sure about all of you, but just wondering if anyone knew where we could send the invoice?...See My Ripoff about AT&T at "AT&T is holding My overpayment" By the way you can read Shooters Fine comments there also

Sorry had to speak my mind
MWD

By the way this website is for people who need help with problems and/or complaints caused by a company, not for problems caused by the consumer...think about it

Tmm33 if I am better because I have never had this situation because I pay my bill every month on time then I guess you would call me better. I am attacking (as you would put it) people who create their own problems due to not paying their bill for example then complaining about a reconnection charge...don't create the problem then there would be no problem to complain about. People need to take responsibility for their own actions, not create a problem and then come on a website to complain about a companies reaction to the problem that would not have existed if the bill was paid before disconnection...I could have been alot nastier if you wanted me too....and if you want to know what deedeedee means then google it....Here's your sign Tmm33

Shooter...stop attacking people because I am sure your SO much better ..what is it with the dee dee dee????

You don't pay your bill, get your service suspended and they should restore it for free?!?! I would be hard pressed to think of a company that does not charge a fee to restore your service if you don't pay your bill. It is meant to get you to pay your bill, call it a punishment if you wish. If you worked for your employer for a month and they did not pay you would you expect something more for the inconvenience? Solution to your problem is to pay your bill on time and if you can not call to make arrangements before you are disconnected.