Completely Disgusted Contact us

fcarr1 · ‎09-13-2012

I am not sure if anyone actually pays attention to these posts within AT&T but I hope they do.

My fiance and I have been customers with AT&T for a while now and have never had an experience like we have just had today. We are completely disgusted with the customer service we received today and the attitude that was given to my fiance. Since subscribing to AT&T I have gotten a upgrade every time a new iPhone has been released. This past year I chose not to upgrade my 4 to the 4s and saved it to use for when the iPhone 5 was released. In between that time both of us lost our jobs and were having financial issues which resulted in out service being shut off a couple times but each time we called and set up a payment that would turn our service on. Then recently I got a job that offered a 17% discount on our phone bill so I applied it to our service. Not once were we told that either of these instances would remove my upgrade and cause me to not be able to use an upgrade that I have had for two years on a phone. My fiance called 611 today ask about my upgrade and to both of our surprise she was told I do not have one. When she asked why the person on the line fist told her it is because of the suspension of service. My fiance then asked to speak to a supervisor, as she spoke to the supervisor she received an attitude from her and not one straight answer. First this “supervisor” told her it is because of the suspensions and it can not be over ridden, then as my fiance told her that this upgrade has been on our account for a while the supervisor tells her its because I added the discount from my job and when you change your something on your contract it resets it. My fiance went on to tell her that we have changed multiple things on our service and not once have we ever lost our upgrade. The supervisor then turned around and stated its again because of the suspensions and there is nothing she can do about it, with an attitude. Then my fiance told her we were never told about any of these penalties and that if we had known adding a discount from my job would have taken away my upgrade we would have never done it and that we have never heard of this suspension penalty until today and should have been told the first time we were suspended. The supervisor then tells my fiance that they don’t have to tell us anything and it is out of her hands. My fiance then told her that we will take our business else where if this is how your company treats its customers and all your representative had to say was I am sorry to hear that. It is your company’s ethical duty to inform your customers about penalties. How is a person penalized for using a discount offered to them by their job in the first place? And one of your representatives should have alerted us to what was going to happen to our upgrade if we had a suspended service more than once. I hope to hear from someone that can take care of this issue BEFORE tomorrow. Or we will be taking our business elsewhere.

drumn_bass · ‎08-27-2008

It's actually all explained in the Terms of Service and when you sign the contract you confirm that that you have read and understood them. Reps can't predict all situations and proactively "remind" customers of ruled that apply to their scenario.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s positions, strategies or opinions.

rockinmom · ‎08-06-2012

drumn_bass wrote:
It's actually all explained in the Terms of Service and when you sign the contract you confirm that that you have read and understood them. Reps can't predict all situations and proactively "remind" customers of ruled that apply to their scenario.

please point out exactly where in ine TOS this is located. I've read it and do not see it listed in the agreement I signed.

fcarr1 · ‎09-13-2012

I personally called again and spoke with a new rep and supervisor. They each said we should have received a text and email telling us about what would happen to the upgrade. Not once did we receive anything. After an hour of being on hold they offered me an non-smartphone upgrade stating its the other companies policy's that make them unable to offer me anything better, meanwhile I'd be paying for unlimited data for a phone that cannot do anything.

fcarr1 · ‎09-13-2012

It would be good customer service and good business if one of the reps I and my fiancé had spoken to when we have had our phones turned on to tell us our upgrade was moved because of it, but I guess company is more about making money than keeping its customers happy and keeping them with their conpany.

rockinmom · ‎08-06-2012

Oh I got the same speech. "apple doesn't allow us to change the eligibility date or discount the phone". Well- apple has nothing to do with my eligibility date- they care about selling their phones, not the service used on them.

I was never informed of any change to my account- by email, text, phone, or snail mail. Not. A. Word. Yes, my account was suspended a couple of times but it was either put food on the table for my daughter or pay my cell bill. Each time the service was only interrupted for a matter of hours (if not minutes). For this reason, we did a transfer of billing responsibility to add my line to my mother's account. BEFORE the transfer my eligibility was 9/2012, AFTER it was 3/2013. So while I had my own account and was paying $150 per month with the occasional interruption of service I was good to upgrade. It once I transferred to a family plan that has 5 lines and is $250 a month total I have to wait 6 months? Oh yeah, I forgot to mention that even after 3/2013 my upgrade fee is still $499 (not the $199).

wingrider01 · ‎05-26-2008

rockinmom wrote:

Oh I got the same speech. "apple doesn't allow us to change the eligibility date or discount the phone". Well- apple has nothing to do with my eligibility date- they care about selling their phones, not the service used on them.

I was never informed of any change to my account- by email, text, phone, or snail mail. Not. A. Word. Yes, my account was suspended a couple of times but it was either put food on the table for my daughter or pay my cell bill. Each time the service was only interrupted for a matter of hours (if not minutes). For this reason, we did a transfer of billing responsibility to add my line to my mother's account. BEFORE the transfer my eligibility was 9/2012, AFTER it was 3/2013. So while I had my own account and was paying $150 per month with the occasional interruption of service I was good to upgrade. It once I transferred to a family plan that has 5 lines and is $250 a month total I have to wait 6 months? Oh yeah, I forgot to mention that even after 3/2013 my upgrade fee is still $499 (not the $199).

provided you the link with the verbage about your eligibility date depending on multiple items, payment history being one of them in your other repsonse

Warranty and additional information

Upgrade Advantage Program: See rate-plan brochure and Wireless Customer Agreement for full terms applicable to selected rate plan. Customer eligibility may vary based on credit history, payment history, payment status, customer type, and other factors. New 2-yr agreement with qualifying voice and data plans required. Upgrade fee of $36 applies. Subscriber must live and have a mailing address within AT&T's owned network coverage area. For further details regarding AT&T's Return Policy and Early Termination Fees, including Cancellation of Service, please see our Return Policy. AT&T may change the terms and conditions of the AT&T Upgrade Advantage Program at any time without notice. All other charges apply. Some dealers impose additional fees. Coverage not available in all areas.

rockinmom · ‎08-06-2012

Thank you for the verbiage but where exactly is that located on the TOS itself? If you want I be technical, the account my phone is on has never had an interruption of service and has had 2 other phones upgraded this last week. Before the transfer it showed one date, after the transfer it showed another- end of story. AT&T screwed up, they cans put a finger on it- customer suffers. That's the "benefit" of being an AT&T customer for 12 years. We have spent over $36,000 with AT&T and can't get a straight answer from anyone.

wingrider01 · ‎05-26-2008

rockinmom wrote:

Thank you for the verbiage but where exactly is that located on the TOS itself? If you want I be technical, the account my phone is on has never had an interruption of service and has had 2 other phones upgraded this last week. Before the transfer it showed one date, after the transfer it showed another- end of story. AT&T screwed up, they cans put a finger on it- customer suffers. That's the "benefit" of being an AT&T customer for 12 years. We have spent over $36,000 with AT&T and can't get a straight answer from anyone.

those ARE the tos statements, you failed ot pay your bill, you did not hold up your end of the agreement to make your financally and contractual agreement, in doing so you lost all beniefits

rockinmom · ‎08-06-2012

Those benefits would have been taking away from my old account before the transfer of billing responsibility. Itwas not taken away until AFTER the line was added to an account with impecable payment history.