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Wheaton, IL

Billing snafu, anyone else had this?

Last year I signed up for paperless billing and auto-pay (had DSL since 2010). Last month I got a notice that I needed to update my card because it was expiring. When I went to change it, I noticed that AT&T has now implemented this Account Passcode thing where you have to link your subaccounts (I only have DSL). I thought I followed the directions correctly but nonetheless I can now no longer access my bill/payment info/etc... I get a message that says the account I am using is not authorized. As far as I know I have no other accounts.

After getting hung up on 3 times, I just filled out the form they sent to update the payment info. But apparently that didn't work either because last week I got a disconnect notice. I tried again to get through to an operator but after getting hung up after 35 minutes on hold, I just paid via the robot operator.

Next I tried again to get hold of an operator but got hung up on 2 more times (once during a transfer, so I have actually said 6 words to a real person at this point), so I decided to try the online chat... that was another frustrating experience in which the initial support person had me do a screen sharing thing so they could look through my account, and then proceeded to open ANOTHER chat window and go through 5 more people without resolution. At this point I disconnected. Nothing has changed, I still do not have access to my billing.

Anyone else had this problem? I'm assuming that once I get through to real person I will be able to get it fixed (hoping...)

sand groper
Geneva, IL
I'll suggest that you try posting in the Direct forum. Maybe someone there can get around the bureaucratic mess.
AT&T Uverse; Zyxel NBG334W router (behind the 2wire gateway); openSuSE 12.3 Beta1; firefox 18.0


Wheaton, IL
I'll give it a try!