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max1121's profile

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2 Messages

Wednesday, March 1st, 2023 4:54 PM

My wireless plan was changed without my knowledge

I had the wireless Elite plan that came with HBO Max.  I was having issues with my mobile hotspot so after 2 calls to customer service, they told me to go into the store to have it fixed.  While in the store the employee must have changed my plan without me knowing and wasn't able to put it back to the Elite plan so my HBO Max was cancelled.

When I learned that HBO was cancelled I called in again and the CSR told me the plan had changed they were trying to change it back but they are not successful.  Although I was grandfathered in on the Elite plan, once the CSR in the store changed it, I lost the ability to change back.  I was transferred to the loyalty depart (Cerrina) which told me the relationship HBO was terminated and everyone lost the subscription a few months ago.  When I told her I watched it a few days before going into the store and now it doesn't work, she simply just kept repeating that there is nothing she can do for me.

Can anyone help guide me in the right direction on how to get this fixed?  This just isn't right!  AT&T DO BETTER!!

New Member

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2 Messages

1 year ago

Same exact thing happened to me with a BUSINESS account of 30+ years that was apparently a grandfather plan and once the change was made we couldn't go back. They made some change without me authorizing change of certain features, but I lost a (Edited per community guidelines) of alot more than some HBO subscription & they "couldn't recover/change back" either. it was a business account with owner/employee cell#s and we lost years of customer voicemails with data we are required to keep for legal reasons and I've spent the past week just trying to salvage any data we can and spoke with 50 ATT reps that are currently still trying to resolve issues. we are on support ticket #7? or maybe its been 12 support tickets?? whos knows. I agree they need to do better. Costed us business income and embarrassment with our customers.

(edited)

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