AT&T is offering relief for customers during the COVID-19 pandemic by providing more flexibility for paying bills. During this time, they will not charge any late fees or terminate service. Extensions and late fee waivers are being offered for charges accumulated between 3/13/2020 – 5/13/2020. In addition to extending your due date, you can also save $10 dollars on your monthly bill by enrolling in autopay. 

Live Chat 

Online support is being offered 24/7. You can get in touch with one of AT&T’s customer service representatives by signing into your account and clicking on the “Get more bill & account help” option. Once you are directed to the next page, you will see your account data and a chat bubble on the bottom right hand corner of your page. By clicking on the chat, you will automatically be prompted by an automated virtual assistant that asks how they can provide you with help. Type “covid” in the chat, and you will get another automated message letting you know that they are not interrupting service for non-payment between 3/13/2020-5/13/2020. This includes waiving late fees, talk, text, and data overages incurred between that time. Click on the link “Find out how to get a credit” next to that bullet point in order to be directed to their details page, which further explains their policies. 

If you are looking to see if your plan is eligible for a discount, type “agent” into the chat box. Select which product you are seeking assistance with, and then a list of topics will be listed. Click on the first link, “Billing, Usage, Plans, and Features”. They will then ask you for your first name and put you in the queue to speak with a representative. Make sure to keep an eye on this screen, as their estimated wait times are not always accurate and you don’t want to miss your slot to speak with someone. Once you get connected with an agent, let them know you are experiencing difficulty paying your bills as a result of COVID-19 and are interested in looking at discount plan options. Give them a few minutes to look up your account and compare it with alternative plans. In some cases, you may be able to get a better plan for less than your current one. If you are eligible for a discount, they will let you know how much you can save and ask if they have your permission to make these changes. 

Payment Plan and Waiver

If you are already past due in paying your bill, AT&T is giving up to 90 days from the past due date or 6/30/2020, depending on which comes first. You can submit a waiver request to set up your account to waive these late fees. If you need more time to pay your bill, but want to make sure you’re up to date with your payments, you can set up your account to arrange late payments. This option allows you to select which days of the month are best for you to make payments to your account. Since millions of Americans have filed for unemployment, their paychecks are likely coming in on different days than their past paychecks from their employers. By using the late payment arrangement, you can modify your payment schedule to meet the needs of your new circumstances if you are already receiving unemployment benefits or waiting on them. 

You can also try reaching AT&T on social media accounts on Twitter and Facebook.