I have a Family Talk Plan with 2 phones. I've been an ATT customer since 2003!! In 2011 I went online, logged into my account and tried to purchase an additional line on my Family Talk Plan for $9.99 per month plus a $20 data plan. I got the phone & activated it. It was for my son.<br><br>The next month I got the bill. Instead of adding it to my existing account, it was created under its own account. So instead of adding $30 per month to my regular bill, this phone was billed individually for $112!! I refused to pay it since I didn't get what I asked for. In 8/2011, AT&T cancelled the account and tacked on a $315 contract cancellation fee. I put the bill to the side & said, I'll call and straighten it out next month.<br><br>I have 2 kids and 3 step kids. Life is hectic to say the least and it got busy and I forgot to call. I honestly knew it would be a VERY long phone call and kept putting it off cause I did NOT have time to sit on hold for FIVE hours with customer service.<br><br>Yesterday my fiancée tried to order a new line on my Family Talk Plan, but it wouldn't ship the phone cause of a past due balance. So I finally called Customer Service. As EXPECTED, I got bounced around to every department imaginable. I explained what happened at least NINE times. I asked to have the old phone re-opened as the THIRD line on my Family Talk Plan that I ASKED FOR ORIGINALLY BACK IN 2011!! I told them I still have the phone so all they have to do is turn the original phone back on & pick up my contract where we left off and we can even start the 2 yr contract from today's date.<br><br>When I finally got a rude person from the Collections Dept, she said why did I wait 17 months to call. I said life got busy, sorry. I said look, just reactivate the old phone, start the contract from today's date & waive the $315 contract termination fee. She said the $315 contract termination fee is to recoup the cost of the iPhone on the plan. I said I still have the phone from the original plan and I want that phone turned back on so there's no cost to "recoup."<br><br>She said I only had 59 days from cancellation to reactivate the phone. I said well, sorry, I was busy, but I'm going to add that line on my account CORRECTLY this time, so it's silly to make me pay a $315 contract termination fee for a phone I didn't want cancelled and I want to put back on my plan, so let's just waive the fee.<br><br>She said the account was sold to a collection company and they don't even own it anymore. I said BULL!! If you waive the fee, the collection company can't collect the fee any longer so just waive it, tell them & then I'll pay the balance and we can add the line back on my account.<br><br>She said she didn't have authority to do that so she gave me to a supervisor. I told the supervisor everything. I said I've been an ATT customer for 10 YEARS!! I intended to be a customer for another 10 YEARS!! Currently I pay $135/month for TWO PHONES!! I want FOUR phones on my plan for a cost of $200/month. If you make me pay a $315 contract cancellation fee, for an account I refused to pay cause YOU screwed up and billed me incorrectly for the account IN THE FIRST PLACE, just so I can turn around and add the line back on my account, I'll take my $200 a month for FOUR phones to another carrier!!! So you may get the $315 cancellation fee, but you will lose ten more years of me being a customer paying $200/month for cell phone service. Are you prepared to lose $24,000 in revenue over the next ten years just so you can get a $315 cancellation fee on a phone I didn't actually want to cancel in the first place???<br><br>She said I see where you're coming from, but you should have called earlier, there's nothing we can do about it now. You must pay the full cost of the bill PLUS the contract termination fee or you can't add any new lines to your account.<br><br>I said so let me get this right? You screwed up, didn't add the line to my Family Talk Plan for $30/month, YOU screwed up and charged me $112 for the bill, then cancelled the phone and whacked me a $315 contract cancellation fee and then you failed for 17 months to add that balance to the phone bill I've paid EVERY MONTH for the last 17 months and it's MY fault so I am the one who has to pay the $315 for it??? AND you're willing to lose a valued customer of TEN YEARS AND $200/month in bill charges for FOUR phones JUST to get your hands on that $315??? She said yes.<br><br>This is pure BULL!! I want a response from someone at Corporate!! I want the FULL amount of the bill WAIVED!!! I want that line added to my Family Talk Plan!! Then I want a new SIM card shipped for that phone. LASTLY, after spending FIVE hours on the phone today dealing with this BULL and some VERY RUDE reps from Collections, I want a FREE upgrade immediately on my primary line. OR be prepared to watch me CANCEL ALL MY PHONES AND TAKE MY BUSINESS TO ANOTHER CARRIER!!! And spend my next $24,000 in cell phone service charges at that carrier just so you can get your lousy $315 cancellation fee!!!
