AT&T wireless Informative - Illegal billing practices, lying reps
REDMOND, WASHINGTON -- My husband and I just got off the phone with the att wireless office in Washington State. On January 7th, I noticed that my debit card was missing and contacted my bank to cancel it. I sent out a payment to att that same day in the form of a check. On the 9th, I realize that there were fraudulent charges on my account, this was on a Friday after they had closed so I had to wait until Monday the 12th to call my bank and put a stop payment on the check. On the fifteenth, I gave att a courtesy call to let them know there was a stop payment on the check and explained why. I also told them that we would be reissuing another check for the full payment. I was told by one of their brilliant cs reps that everything would be fine. On the 21st, I got online to check my back acccount and was surprised to see a $20 return check fee from my bank. I called to find out why since there was a stop payment on the check. They said that apparently, att transferred my paper check, into and "electronic check", and the bank did not pick up on this. They reversed the charges but said that I needed to speak with att concerning this. When I called them(att) they said that the check had already posted. Posted means they have "recieved" the check but has not processed it. When I called them on the fifteenth, they had not attempted to process the check. Any other month they use regular means to process my paper check. The lady told me my account balance and I sent a check in for that amount. TOday I noticed that they again processed this check electronically. When I attempted to call my husband I realized that the phone had been turned off. I immediately called att to find out why. The rep said there was a $20 return check fee that wasn't paid. I explained to her as calmly as I could that should not be because they had no business trying to process a check with a stop payment on it. The rep told me that it didn't matter, they will process anyway KNOWING that you will be charged for a return check.(REALLY?) But if the check is done electronically, what was returned??!! I asked for one of their even more brilliant resolution specialists and got a brick wall, they said the phone would stay off until the twenty dollars was paid. I was livid! When my husband returned, he asked if I had authorized att to do an electronic check and I told him no. We went online to www.electronic-check.org and found out that no company can turn your paper check into an electronic check unless you authorize it. Which I didn't!! My husband called them back and the cs and resolution specialists were very nasty and we got three conflicting stories. The first rep told me that they process ALL of their customers checks electronically ALL THE TIME, the second rep, said oh no, your bank made a mistake, they processed it the normal way which is a lie, because if they did than my bank would have enforced the stop payment, the third rep said that this a process they JUST started doing within this last month. The resolution specialist refused to give us the supervisors name and hung up on my husband. this is very serious business. According to what I have read, att performed an illegal and a definitely unethical act by doing this. I need your help to find out who the top dog of att wireless is and all the channels I need to go through. They refuse to refund us the $20 "return check fee" and will not cooperate at all. Please send any info you may have to email@example.com. Thank you.