Account is broken – Billing and AutoPay (no help from AT&T customer service)

If trying to resolve your issue through the normal AT&T channels isn't working file an FCC complaint.

And today my account just got completely broken:

@csbubbles 

This is a public forum of other customers. CC'ing atthelp will not actually help you. They will just refer you to the "Contact Us" link, meaning go through official channels.

As mentioned before, if over the phone cannot fix this than file an FCC (or BBB) complaint. Those get forwarded to upper management usually getting you some contact from their Office of the President within a few business days. There is no account access in this forum.

@Juniper I am not sure what you are referring to when saying that you mentioned before, as this is your first reply in this thread.

Also, if you read my comment above carefully, you will see that I already submitted those claims and I was contacted by someone from the Office of the President, and it changed nothing so far.

My goal here is to make the situation with AT&T customer support and their services move visible, have all the other customers aware of such issues, and also have all this information recorded online for future legal actions if they happen to be needed.

PS Please stop posting copy/paste messages to the threads without getting through the context. What you are doing is not helpful.

@csbubbles 

I did not say that I mentioned it, only that it WAS mentioned before (by @spoom2 ).

I am not copying/pasting. I do take the time to type out my responses. I apologize for missing that you had already gone that route and received response from the Office of the President. If they cannot fix it, then good luck.

Sorry but this forum cannot be used for "legal action". First of all this is just public discussion, not a record of anything for your account. Also legal discussions are allowed per the forum rules.

> Sorry but this forum cannot be used for "legal action".

This is simply not true. Everything can be used. Whether it's going to have any significant effect on a court decision is a different question.

However, this website is hosted on att.com owned by AT&T. @ATTHelp profile has this note in the signature: "*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions."

So, whatever anyone posts on this forum is noticed by AT&T employees. Even if they delete/hide the comments that they don't like (like it seems to have happened with the one that I referred to in my previous message), all the data/messages that come to this forum are stored on AT&T data servers as well. And if they don't react to the customer concerns raised on this forum, it's on them. They do see the issues, but they do nothing about them, and don't route them properly (basically just ignore them). They become legally responsible as well whether they want it or not (as well as whoever deletes the comments, by the way, regardless whether it's AT&T employees or not).

As I mentioned before, I already submitted a legal notice to AT&T's legal team, it's recorded in another system as well. Along with FCC and BBB complaints and all the communication that I had with AT&T over chats and phone.

PS I want to highlight again, if that wasn't clear or was misunderstood, that everything that I am posting here is for the general public awareness and for the record of what's going on with the issue, to keep track of it, and so the other folks could better understand what's going on with AT&T customer service, and maybe give them other ideas how to handle similar ones. Not for "legal actions" per se, neither for discussing legal things here. What I was actually saying regarding "legal" is that whatever is posted here can be used for legal matters (regardless of what "community guidelines" are).

I see nothing in the original post where you filed a BBB or FCC complaint. I read it several times to try to find it. So, either I'm blind or it's well hid. All I see is you filled an online form, which would be a normal channel. Also, didn't see in the original post where you had been contacted by the office of the president. Getting ticked at your fellow customers on this forum isn't really productive. 

@spoom2

This comment (I referred to it in my other comment) was deleted by someone after Juniper's second response. Now that link doesn't refer to anything. Is it a common practice here? I found another recent post (not mine, CC: @imcva), where all the comments except for the ones from Juniper were deleted apparently.

I am happy to repeat, though, here is the current state of things:

• It's been 3 weeks, the issue is not fixed, it's actually getting worse – first, it was an incorrect balance, then it became past due, now the account just shows errors at different places
• It turned out it's not just my online accounts on web and in MyAT&T mobile app, but it's some global system issue with my account – when I call (800) 288-2020, their robot (Interactive Voice Response system) tells me the same wrong balance 
• No one on the AT&T side is actually looking into the issue – no one seems to even try to understand what's going on
• I reached out to AT&T's support via Facebook Messenger, they submitted some internal ticket, then I got a call from someone, they collected all the information from me again, and told me that they would submit an internal ticket for IT; a week after that I received a call from them when they told me that the IT team asked me to clean up browser caches – which simply means that they didn't even try to look into the issue at all
• I submitted customer complaints via both FCC and BBB – I got a call from a person from the "Office of the President" more than a week ago, and it changed nothing; they just disappeared after that, and I never heard from them again
• I submitted two dispute notices with AT&T's legal team (here is the link if someone needs to do the same) – and I haven't heard back from them so far

It's been literally the worst customer support in my life so far. 3 weeks of reaching out to AT&T support through different means, spending 1-2 hours every other day, just to realize that no one has even tried to understand what's going on, and being completely ignored basically.