ATT blocked creditcard(PM10875) during X purchase

[pjny]

Hi,

During iPhone X purchase attempt on Nov 3 on the ATT site the purchase triggered a fraud alert on my credit card. I cleared the fraud alert by calling my credit card company that same hour but somehow ATT has not unblocked my card. I ended up purchasing through apple and no fraud alert was triggered btw.

After speaking to 3 supervisors who claim the ATT block on my credit card was unlocked I am still trying to pay my monthly ATT cellular bill but keep getting the PM01875 error which I see is linked to bank account issue and not credit card issue.

"Your payment was unsuccessful.
First check that your payment info is correct. Then try to make another payment.
Please check your entries , We are unable to process your transaction for this account. Please choose another method of payment and try again.(PM01875)"

I spent almost 2.5 hours on phone with ATT. They keep making promises that the issue is resolved. Anyone have this issue?

 

[cousintim]

AT&T does not "block" credit cards; credit companies do. AT&T's site uses a two-step authorization. A few credit card companies (e.g., Capital One) have sensitive fraud algorithms, and AT&T's double transactions sometime trigger a fraud alert. The second authorization fails so the transaction can't be processed.

 

[pjny]

att supervisors confirmed it was blocked. third supervisor said he sent different division a request to remove the block. i have called my credit card fraud alert division twice and they state there is no block for fraud.

att csr has also said there were glitches in the bill processing system last week and this particular error code has been documented in att community forums. the solution is not clear though.

 

[cousintim]

Believe as you wish. It is more likely that the transaction was declined than your account being blocked. Your credit card company can review account authorization history. That will shed more light than an AT&T CSR or asking the wrong questions of your CC company.

I was an ACE for several years in the AT&T community forums.

 

[pjny]

as i said, three supervisors confirmed the credit card was blocked. I thank you for your help as an ACE but I am just going by what they looked up after a long time looking at the case history.

I have tried to pay off the bill about a dozen times and my credit card company said there were no transaction attempts made from ATT other than from oct 27 and that transaction flag was cleared.

Based on my experience with ATT and my credit card company I am leaning on it being an ATT issue.
[doublepost=1510374191][/doublepost]Here is the PM10875 error code. As an ACE do you know how to resolve it:

https://forums.att.com/t5/Wireless-Billing/Bad-Checking-Account-Unflag/td-p/4084382

 

[DeltaMac]

You are only 7 calendar days after the original "block" (if that is what the issue really is )
Bet it takes more than just this one week to clear your account.
I can imagine that you will go through one billing cycle before the block clears off.
How will you pay your ATT bill this month? There's always "real" money - cash. (Or, use a different credit card, if possible)

Your bank says everything is copacetic, and blames ATT.
The old thread that you linked seems to lay the issue on ATT, so sounds like up till now, you haven't talked to anyone that can actually help you --- well, unless you wait until you get your next bill.
The thread you linked did mention getting a response after posting in an "executive" blog, which would likely be several steps above "supervisor" You might end up needing that level of assistance, too. Good luck!

 

[pjny]

Hi,

Thanks.

I spoke to 3 supervisors at ATT. I also sent an email to executive blog today but haven't heard. I have had credit fraud alerts before due to high price items but usually get a text message from credit card company asking to hit "1" if this is an approved purchase. I have been with same credit card company for many years and have had no issues like this before.

Based on the level of service I get from ATT I am not surprised this is happening. Worst part of the whole CSR experience is that the ATT CSR tried to switch me from grandfathered ATT unlimited to $65 unlimited choice --- went on and on about how great it was , that's it's just the same except that I will be saving $30. Said all these things except that speeds are capped at 3mbps and video at 1.5Mbps.

You are only 7 calendar days after the original "block" (if that is what the issue really is )
Bet it takes more than just this one week to clear your account.
I can imagine that you will go through one billing cycle before the block clears off.
How will you pay your ATT bill this month? There's always "real" money - cash. (Or, use a different credit card, if possible)

Your bank says everything is copacetic, and blames ATT.
The old thread that you linked seems to lay the issue on ATT, so sounds like up till now, you haven't talked to anyone that can actually help you --- well, unless you wait until you get your next bill.
The thread you linked did mention getting a response after posting in an "executive" blog, which would likely be several steps above "supervisor" You might end up needing that level of assistance, too. Good luck!

[doublepost=1510376526][/doublepost]btw, how do you escalate these issues to highest authority. seems like supervisors are not very helpful.

 

[DeltaMac]

Seems simple enough:
Call ATT, and say something like "Last time I talked to you, I was assured that everything was fixed, but it is not fixed.
My credit card is still blocked, preventing payments or purchases to ATT, and no one else.
My bank/credit card company has told me that there is no problem on their end.
So - all I need is for you to unblock my credit card for payments and purchases from ATT. If you can't do that, then please transfer me to someone who has that authority."

Then - wait for your answer. Do NOT get sidetracked with other issues. Do NOT have a conversation about switching plans, or anything else that is not connected to your credit card issue. Just wait calmly (and quietly if possible) for the response.
Alternatively (if you are "invited" to discuss other issues/upgrades/whatever), you can say "I'm still waiting for an answer to MY question, which would mean that my card is no longer blocked. If YOU can help me with that goal, I will be happy today. If you cannot unblock my credit card, then (please) transfer me to someone with more authority than you."
And, say nothing until you get information that will lead you to believe that YOUR issue is fixed.
Maybe you could respond anyway, by saying something like: "I would like to help you, but I'm still waiting to find out if you can help me with my credit card issue. If you can't help me, then please transfer me to someone with that authority.

Hopefully, you won't get "transferred" to a dead, hang-up line
(Try to be patient with these folks. They get lots of calls from annoying people, and you are not annoying, just wanting to get your credit card issue fixed. Patience is the key )

 

[pjny]

ATT IS RIDICULOUS!

Spoke to third manager on Friday and he said he would send an email to finance department people who deal with removing fraud blocks on credit cards.

He called this morning(Monday) and said everything was taken care of, the block was removed, and I could use my credit card to pay the bill.

On a hunch(based on previous two managers who said Card was ok) I tried to pay the bill online:
I got this new error code:

" Your payment was unsuccessful.
First check that your payment info is correct. Then try to make another payment.
We are sorry, but we unable to process your transaction for this account. Please confirm the information you entered is correct and try again or choose another method of payment. For further help please contact, Wireless support: Call 1-800-331-0500 or 611 from your wireless phone, U-verse support: Call 1-800-288-2020 and Home phone/Internet support: Contact the Web Assistance Center at 1-877-312-5553.(PM02244)"

He said he had no idea what the error code was and would have to write an email to find out what it was.

I asked if I could escalate and he said IIRC some executive team. I asked for their email, he said no email: you have to write a LETTER!

So basically he said he had no idea what why the card was blocked and no one else at ATT knows why based on his research.

ATT has uninformed CSR and managers. I would be embarrassed to work with people like this.