I was sent an email today saying that my son's phone would now be charged for a data plan because he is using an iPhone. He has had this phone for three weeks and has used ZERO data. I wanted to know why I was being forced to subscribe to a service that he is not using.
When I called in Customer Service Rep Joceyn R. told me that she could not take off the data plan but did not say why. I asked to be transferred to a supervisor and was given to Denise. This is where my troubles began.
Denise was one of the rudest supervisors I have dealt with in my whole 56 years on this earth. She said that if my son had an iPhone he had to have a wireless plan, no ifs ands or buts. It did not matter if he used/wanted the service or not.
I was naturally put off by her dismissive response. When I questioned this policy, Denise accused me of shouting at her while I was not (my voice may have been raised somewhat but I was far from shouting). She interrupted me continuously. She started yelling at me. When I asked her if she was yelling at me she said "yes." (Guess it's okay to her to do it and for to imagine me doing it.) She said that I had to listen to her and that she was through talking with me unless I would be quiet. She would ask the questions. I would answer. Then she would ask the same question again in a manner that made me think that she didn't care to listen to my answer because she obviously hadn't heard it. Her attitude did nothing but escalate the situation.
Throughout the call she kept putting me on hold: three times in a total 35 minute call. Finally she said that she would take the data off and that I could just check my online bill that it was done. When I asked for an employee number so that I could track our call she refused. She said she would do it because she was required to do so. When I said that people don't always do what is required she laughed dismissively at me. I asked again for her number and she put me on hold for the final time. After ten minutes waiting for her to come back on I hung up. Despite the time spent on the call, I never learned why the data was being forced upon me.
After being on hold for the final time I looked online to see if the data had been taken off. It had not. I had also received no email confirming the change. Obviously, Denise was not a woman of her word. I was only left to think that she purposely decided to not follow through with her "required" promise to take the data off.
I called back and got Jocelyn again. At first she would not admit that she was the same person but, after some prodding, she did admit that fact. She expained that I needed a data plan because AT&T wanted to "protect" me should my son use a lot of data. (Personally, I find it insulting to be told that I have to be protected. I have never asked to get out of my phone bill yet here I am being treated like a child. Shouldn't it be my problem if there is a high bill?) Nonetheless, Jocelyn took the data off explaining that I needed to get another phone or it would be back on in a day or two. She sent me an email and stayed on the line until I received the message in my inbox.
I am astounded that a woman like Denise would be in the position of supervising others. While I was on the call I learned that two of my lines are off contract and two are on for another year. After 15 years as an AT&T subscriber, I feel it is time to look for greener pastures. I used to have five lines; I just took off one for a child who now has her own service. I did not complain when told of the $100+ cancellation charge; after all, that was in the contract when I agreed to it.
My husband is on Verizon. Perhaps it is time that I and the kids join him over there. With any luck, I will be there in a little over a year.
The moral of the story is: When it's on the contract AT&T expects you to live up to what you signed up for. When it's not on the contract, AT&T expects you to live up to what it signs you up for.
P.S. Now that AT&T no longer owns the iPhone monopoly you would think that it would realize that there is competition out there. Guess not.
