AT&T Complaint - Impossible to Locate Online Bill Payment, Forcing Consumers to Pay Via 800 Number & Pay $5 Service Fee
THE PLOT: From what I can tell, AT&T has a little scam going where they make it impossible to pay your DSL bill online, forcing customers to pay via 800 number where they're forced to pay $5 for "the pleasure" of paying with a live CSR.
I've searched EVERYWHERE on the AT&T DSL "Account Management" Website, and while I have an account management page where I can "manage my DSL accountm," I cannot for the life of me figure out where to pay my bill online. I have searched EVERYWHERE. I'm fairly tech savvy, I'm the king of google searching, and in instances where it appeared that I had located a web page where I "could potentially" pay online, the account login process would be riddled with errors that were impossible to correct without calling an 800 customer service number.
So I called the 800 number to inquire about paying my bill.
The following actually occurred today, but it's also typical of what occurs whenever I call AT&T:
> I get the first CSR. I ask to pay half of my bill today and then half at a later time (I'm in college, stretching my financial aid).
> The first customer service person read me this overly broad, useless script and then tells me "that she'd have to transfer me to another agent."
> I get transferred to another CSR who tells me I can pay $50 today, and then $22 over the next two payments (I owed something in the $90 range). BUT THEN CSR #2 tells me "that she has to transfer me to yet another extension."
> I get transferred to CSR #3 who starts to read me YET ANOTHER useless script... and then she tells me "that I have to pay $69 today or risk having my service interrupted..."
> Feeling hustled, I just give up and pay the full amount. $69 vs. $96. It's not worth the hassle to spread out the payments.
> AND THEN OF ALL THINGS, I ask about whether or not I'm being charged a fee for paying over the phone, AND SURE ENOUGH... I'm being charged FIVE DOLLARS for the hassle of paying with a live CSR. FIVE DOLLARS for listening to insulting, useless scripts... FIVE DOLLARS for being transferred THREE TIMES. FIVE DOLLARS for being hustled like I'm in a pawn shop.
MIND YOU, I tried like crazy to pay online with no luck.
BOTTOM LINE: From what I can tell, AT&T has a little scam going where they make it impossible OR VERY DIFFICULT to pay your bill online, forcing customers to pay via 800 number where they're forced to pay $5 for "the pleasure" of paying with a live CSR.
Would AT&T have told me of the $5 fee had I not specifically asked about it ??? Maybe someone else can fill us in on whether or not you have to actually ask or risk finding out when you check your bill at a later time.