I pay most of my bills on Auto Pay, direct debit from my bank account to pay in full for recurring bills like utilities. When I moved ( see earlier posts about the pain of moving ) I dutifully filed a change of address form with the Snail Mail, US Postal Service. My AT&T service was set up on auto pay. I moved in May. I switched to Vonage and terminated service with Ma Bell. In July ( I moved about 1/2 mile BTW) I get a paper bill stating I have a final balance of $27.17 with AT&T and they have sent my account to a collections agency.
I am not happy.
I call AT&T. I explain that I am registered for Auto Pay. They say when you close the account, the Auto pay is void, and they send out a final paper bill ( which through the magic of the postal service has taken six weeks to travel 1/2 mile ). I pay the bill over the phone. I think I am done. It was a final bill.
September 2010.I get a final EDITED bill for $5.00 for a convenience fee for paying over the phone.
I think this is designed as a cooling off period.
I am transferred to customer service rep #2. I go nowhere again.
She transfers me a third time to Danielle who asks if I want to save $45 on my next bill. I reply, no I want to save $5 now. She is confused. I tell her my story. She is unsympathetic. I have stopped being polite and tell her she will find a way to get this fixed. After all, if she is giving away $45 a pop, $5 should be chump change.
She takes my name and number and says she cannot help me today. She has entered in a "request" to have the $5 removed from the bill. Someone will call me in 24-48 hours. Am I expected to believe she doesn't have the authority to reverse a five dollar "convenience" fee for making my payment over the phone? And I remind her, there was no mention of an additional fee at the time of the phone call. Check the records, since you record all calls for qualtiy purposes. Right.