Where do I file a formal complaint re: Unlimited Data Plan change without my knowledge?

[bettym711]

I have been on the phone with customer service THREE times regarding the same issue and will now be escalating to Corporate office and BBB. 

I've been with ATT for 12 years and while other wireless companies are cheaper, I stayed with ATT because of my loyalty and what use to be a great customer service.

Apparently ATT changed three out of four of our lines from the unlimited data plan to the 2 gb plan WITHOUT my knowledge; authorization or so much as a text???  We were "grandfathered in" BUT since I was unaware of this entire plan change, I didn't do anything about it until today. I spoke with a representative by the name of Mimi who informed me that she WOULD change two out of three lines and that I would be prorated on the price diff of $5 per month, no problem as I didn't mind paying.   After putting me on hold to speak with her supervisor, Stephanie, Mimi came back on the line and told me that too much time had passed and they could NOT change the lines back to their original unlimited plans.  AMAZINGLY, we have NEVER even gone over the ghb, it is the PRINCIPAL.They "amazingly" kept my number (primary) under the unlimited plan, coincidentally, neither of my sons' phones made the cut.  I am absolutely livid, feel that this is a major scam and will be canceling all four lines after this.  

I would respectfully request a phone number or address for corporate offices of ATT, if anyone knows either, please advise and thank you in advance for any help.

With Very Best Regards Always, Betty

[jamileh]

Hi Betty, 

I'm sorry to hear you've had such a difficult time with this. 

Will you please send me a private message with your name, account number, phone number and the best time to contact you? I'd like to get you in touch with a member of our team to review your account and discuss your options. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

[thepaulses]

BBB, FTC, congress person, senator, local store customers, friends, family and co workers would be where the complaint goes.
I did all the above. Got a call back from AT&T rep on BBB complaints. She was as helpful as AT&T usually is; not at all. But the point is how your complaint can be most effective.
Hope you sell AT&T stocks. Call your broker.

[JFizDaWiz]

If request to know how the changed happened, honestly someone on the account had to of authorized it

[Kd5nvr]

Oh yeah AT&T will screw over the long time customers for the trac phone users in a heart beat... Read my post made 1/22/12 about AT&T giving my husbands number away while he is overseas, and his number is the primary number in the account for billing contact everything... They are showing me how inconsiderate of the loyal custuner they can be. And how little my loyalty ti them means. Customer service experience has been the WORST experience ever.

[bettym711]

Thank you for your time to respond, however, in discussing this with ATT, they informed me that the new dataplan "automatically" kicked in....amazingly, it ONLY happened on both of my sons' numbers and NOT mine (primary number).  Of course, they had NO excuse for how this happened.  Regardless, I am done with ATT, am moving onto Sprint effective as soon as they can port the numbers over.  I've also informed ATT to put their Risk Management on notice as I will not be paying the cancellation fees per line.  The switch over to Sprint will be just as "accidental" as was the way ATT changed my plan.

Thank you all for your wonderful input and I wish everyone the very best!

Betty

[jamileh]

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bettym711 wrote:

Thank you for your time to respond, however, in discussing this with ATT, they informed me that the new dataplan "automatically" kicked in....amazingly, it ONLY happened on both of my sons' numbers and NOT mine (primary number).  Of course, they had NO excuse for how this happened.  Regardless, I am done with ATT, am moving onto Sprint effective as soon as they can port the numbers over.  I've also informed ATT to put their Risk Management on notice as I will not be paying the cancellation fees per line.  The switch over to Sprint will be just as "accidental" as was the way ATT changed my plan.

Thank you all for your wonderful input and I wish everyone the very best!

Betty

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I'm sorry we weren't able to resolve this issue for you, however as Anthony discussed with you; the changes were made based on a conversation you had with a representative on 05/31/2011 in regards to lowering overall cost. 

I wish you the best of luck with whatever carrier you choose. 

[BadBadLeroyBrown ACE - Warrior]

Be careful with Sprint; depending upon where you live, their 3G service can be TERRIBLE. I have a 3g/4g USB modem that uses their 3g service, and it's poke my eyes out slow. I'd rather have a limited plan on Verizon than unlimited on Sprint.

You're not going to get the ETF's waived. I hope you're prepared to let those go to collections. I escalated an issue up to the Office of the President, and told them to give me a MicroCell or let me go without ETF. They told me they couldn't terminate my contract without the ETF, but they were more than happy to give me a MicroCell.

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bettym711 wrote:

Thank you for your time to respond, however, in discussing this with ATT, they informed me that the new dataplan "automatically" kicked in....amazingly, it ONLY happened on both of my sons' numbers and NOT mine (primary number).  Of course, they had NO excuse for how this happened.  Regardless, I am done with ATT, am moving onto Sprint effective as soon as they can port the numbers over.  I've also informed ATT to put their Risk Management on notice as I will not be paying the cancellation fees per line.  The switch over to Sprint will be just as "accidental" as was the way ATT changed my plan.

Thank you all for your wonderful input and I wish everyone the very best!

Betty

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[drumn_bass]

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bettym711 wrote:

I've also informed ATT to put their Risk Management on notice as I will not be paying the cancellation fees per line.  The switch over to Sprint will be just as "accidental" as was the way ATT changed my plan.

Thank you all for your wonderful input and I wish everyone the very best!

Betty

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You should reconsider that one, it's your credit on the line, and could potentially cost you much more in the future (because of higher interest rates and other credit related stuff). The easiest way to recoup your money from ETF is to sell those phones you won't be needing anymore, should cover most of it if not the full amount. 

[JrHartman]

I seen this and have also had this same thing happen. Look back to see if you made an upgrade at the time the change had happened? when it happened to me I noticed immediately because for what ever reason when you upgrade or add a line it changes your plan.  I know because it has happened everytime I have upgraded a line on my plan.  I have 5 lines going to six.  Last time was last year when I upgraded from the Iphone to the HTC inspire.  My data plan was changed to 2gb from the grandfathered unlimited and all my other lines were change to no data meaning they couldnt send picture texts.  I called and they changed it back.  This has happened everytime so everytime I upgrade I call and ask them to fix my account. 

To ATT  this does not have to happen all the time by some one actually changing it. Sometimes its your end

[bettym711]

Thank you Jamileh, I appreciate you responding.  So that we are very clear with that May 2011 conversation, at NO time was there a data plan discussed, ONLY minute usage.  Again, I go back to the fact  ATT "mysteriously changed my sons' lines and not mine.  No matter, as I mentioned to Andy, it's a 12 year old marriage that has turned bad and just time to move on.  Again, thank you for time and best wish always, Betty