February 21, 2008
I have naked DSL with AT&T and decided I want to pay my bill online. So I went to their website and tried to log in with what I thought was my login and password. Then I realized I do not have an online account so I went to the registration page. On that page, you have to request an online registration code that is either given to you over the phone or sent by snail mail. The number that is automatically entered, however, is my account number, and since I have naked DSL, it does not work. So they are going to call a non working number to give me a registration code so that I can have an online account.
I decided to call them to see if there is another way to get that 'code'. The first number I called, was put on hold for 10 minutes to discover that I need to talk to someone at this other number, so she transferred me. Then I chose the option for having technical problems with the website. The automated voice told me to go the website at www.att.com and then hung up on me (!). I called back and when I talked to someone, they said I have to get the code via snail mail since my number is not a working number.
So I went back to the site and requested my only option, snail mail.
The customer service people at AT&T are nice and helpful, but the company's processes are still outdated and stupid.
Posted by megabeth at February 21, 2008 04:19 PM
Wow. Thanks for doing that detective work. I had hit that wall but didn't call them yet. That is insane. Don't they understand that it should be easy to pay your bill online? It should allow you to enter a different phone number. Or an email address! Or if you call and verify your identity they should give you a code. I do not understand these companies that are so worried about identity theft that they make it impossible to pay a bill. If someone wants to pay my bills without my permission that is fine with me.
Posted by: A at February 22, 2008 11:58 AM
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