AT&T Community Forums

AT&T Payment Missing

Hello, I received an email and text message on today 03/05/24 stating that my bill was past due. The payment was processed via bill pay electronic payment. The payment was submitted on 02/28/24 with a payment date of 02/29/24. I reached out to AT&T billing and according to the agents & a manager they could not verify proof of payment. I was asked by 4 different customer service agents, including a manager for my checking account information. These people claim they are in billing but they should know not to ask a customer for their checking/routing account number. I tried to provide the bank trace # and was told they could not research using that number. I even provided the confirmation number and was told they could not locate the payment. I'm not sure who else to reach out to in regard to this matter. This is very unprofessional and it's frustrating for me as a customer. I was on the phone for 4 hours between AT&T & my bank. My bank was able to provide all the necessary documents needed to verify payment; however, AT&T billing claim they could not locate the payment. I've been a loyal customer with AT&T for more than 25 years.

Responses

ATTHelp

Community Support

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232.9K Messages

4 months ago

Hi @TJed, we understand your concern about the bill payment towards the AT&T account.

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help”.

Thank you for visiting Community & Forums,

Billy, AT&T Community & Forum Specialist.

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20year_cust_nomore

New Member

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8 Messages

4 months ago

Same issue yesterday with the text message and email stating I have a past due balance. My bank shows payment going on March 1st, 2024. Contacted bank(said it's ATT issue), contacted ATT(said contact bank), called bank again last night and they started a confirmation of electronic payment to ATT. This morning on ATT website it shows the payment going through but still has the past due balance. Called their billing department at 877 999 1085 and they said a glitch in system is generating next month's bill but showing it as past due. My cycle goes from 10th of each month to next. The rep said it will be fixed when the system generates the March bill. I really hope this is the case otherwise I will be reaching out the the BBB and filing a legal dispute notice. All told now I have spent about 4 hours on the phone regarding this matter. Looks like it was a system issue just like the "outage" in February.

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20year_cust_nomore

New Member

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8 Messages

4 months ago

Update. ATT came through and now I show the correct information on their website regarding balance.

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gumchogret

3 Messages

3 months ago

I've got the same thing going on here right now. Payment on my dad's account was made, but for some reason, it didn't show up as it should have. And since we were on vacation, we only noticed it now. Looks like I'm in for a long phone call.

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TexasBrit

ACE - Expert

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18K Messages

3 months ago

If the paymment was made on 2/29, you are not alone. Somewhere in the ATT payments system, it does not handle leap years correctly so it does not know 2/29 exists. It might have been fixed by now but call ATT to check.

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