FESTUS, Mo. — Greg Redfield may look calm scrolling through his phone, but this tiny piece of technology has caused him a huge headache.
“It’s very frustrating,” said Redfield.
On June 14th, 2022, Greg says he paid his family’s cell phone bill with a nearly $400 check. The copy of the check he shared with us shows it cleared with AT&T on June 18th.
But weeks later, he says AT&T contacted him to say he had a past-due balance of $245.48.
Oddly, there was a credit on his account for $151.27. Add those together and you get $396.75, the exact amount Greg paid.
For more than a year, he sent letters and spent hours on the phone working with AT&T to resolve the matter.
“Usually, they start off very kind. ‘We’re going to help you, Mr. Redfield.’ The next thing you know, we’re back to the point where ‘there’s nothing I can do.’ They won’t allow me to send them the copy of the check I’ve got back here that cleared their Wells Fargo bank on June 18, 2022.
That’s when I thought I had to do something about this. It’s just been driving me crazy for well over a year and a half. I’m going to give you guys a call and see what we could do,” said Redfield.
We contacted AT&T’s corporate office and shared Greg’s story. A representative told us they’d investigate.
“You came and talked with me; she called me the very next day. She contacted me back and said we found out where the payment went. She credited the account. She credited the reinstatement fee—the $40 for starting the service back up—and did give me a $300 credit for my time and trouble,” said Redfield.
In a statement, AT&T told us, “We’ve apologized to this customer for the inconvenience, located the payment and applied it to the account. While we do our best to correctly process customer payments, mistakes can sometimes occur. When they do, we do our best to make things right.”
“It’s been over a year and a half of aggravation. Once again, I truly appreciate your help because it wouldn’t have happened without you,” said Redfield.
We’re always happy to put a little heat on a company to help handle issues like this once and for all.
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