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New Member

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4 Messages

Thu, Oct 8, 2020 11:32 PM

Rep Didn’t Put Next Up... Now I’m suffering?

When I purchased my phones in October of 2019, I did so under the impression I was getting insurance and NextUp as I EXPLICITLY stated I wanted to be able to pay my phone to halfway & upgrade when the new iPhone came out.

 

Now, a year later, I’m being told it was never added to 2 of my 3 phones at the time of purchase and I’m just out of luck. Every representative I’ve spoken to - even the manager of the store I purchased it at - refuses to help, and has offered to let me go ahead and hand ATT $1,000 to upgrade...Except the one who told me they filed an escalation and as soon as it’s fixed (within 15 business days) I would get a call back from him.

It’s been a month. What do I need to do to resolve this? It’s pretty ridiculous. 

Responses

Lockdowncraziness

Employee

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499 Messages

2 months ago

Customers receive a billing statement every month to review for anything that may be missing or that they did not want. You can add insurance during the next open enrollment but as far as the Nextup you could have checked your account immediately or reviewed your customer service summary at the time of activation to verify the feature was on there.

 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______

While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

 

 

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

New Member

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4 Messages

2 months ago

I don’t really see what that statement does for anyone.

As soon as I noticed something was off when I tried to upgrade, I contacted them.

the original store even admitted “yep, it happens,” and wouldn’t escalate it themselves or try to fix it.

Why would I check a bill, on autopay, that I would assume was set up correctly by the employee, to make sure a very specific feature was on it? That makes no sense.

Do you check your receipt when you buy groceries to make sure you paid for absolutely everything, or do you assume that the cashier scanned it all because it is their job to do so?

 

This isn’t a “new occurrence” at any rate, I went BACK to the store within a month of activation because my bill wasn’t right and I was on the wrong plan, and they “corrected” it and adjusted it.

Employee

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499 Messages

2 months ago

You don't see what a billing statement does for anyone? It shows you want you are or are not being charged for. You admit you went back to the store a month later because the bill was not correct, you were on the wrong plan. That would have been a good time to check and make sure everything on your account was correct and then you would have noticed the missing feature. Again, if you did not feel the need to look at the bill you have access to the customer service summary at activation, that shows everything that is on or is not on your account. Your grocery scenario is not even comparable to this.

 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______

While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

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

New Member

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4 Messages

2 months ago

As I stated, I went back to the store a month later when I received my first bill BECAUSE it was not right, and had the same representative who set up the account make it right.

They assured me they put NextUp and insurance on the plan, and changed it to the correct plan. I am seeing now that it is only on 1 of the 3 devices I have, which she put it on one of them that day.

 

My original question was what to do now to get it resolved, if you don’t have an answer to that besides “this is your fault” (which I’m seeing from your posts is generally your view on any customer issues) then please don’t post.

Employee

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499 Messages

2 months ago

As I stated in my previous response you can add insurance during the next open enrollment. The next up feature cannot be added a year after you got the device, the system will not allow it. Just because you do not like my answer does not mean it isn't true. Again, this is why you should always review your monthly statements or in this case at least the customer service summary you were provided at activation. 

 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______

While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

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

New Member

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2 Messages

a month ago

@Mackdan , I am now in this same boat. Were you able to get this resolved?

(edited)

New Member

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4 Messages

a month ago

I was not... was told by numerous different people that they would call me back and have a supervisor look at it, never got anything back. I’m now stuck with 2 older iPhones I’m paying on for another 1.5 years, not happy at all

New Member

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2 Messages

a month ago

I’m sorry. Thanks for your response. I’ve spent hours on the phone and I’ve sent multiple emails and I’m not getting anywhere.  Per my google search this happens with AT&T a lot. I’m a little shocked at this type of customer service considering I’ve been with them for 12+ years. 

GLIMMERMAN76

ACE - Expert

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20.7K Messages

a month ago

next up was new last year so it does not surprise me they missed it.  You can always pay off the phones and take advantage of the 800 dollar trade in offer.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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1 Message

a day ago

I'm going through this myself!!!  But mine was caught more recently but doesn't matter apparently.  So I added my wife to our family plan back in mid October, told the sales guy like four times to put her on the next plan.  I think like the next day or two we got our normal bill and she of course wasn't on there because it was to quick.  So I just saw today the most recent bill that just came out and sure enough next up $5 is not on there for her number.  

I immediately call and have them put it on her account but they are saying there is nothing they can do???  Because it's been a month.  Family has been a customer for nearly 20 years but apparently that doesn't matter.  Really pissed off about it.

I'm being punished like you said because the sales guy didn't do his job.  I literally caught it on the first bill that she was on lol but it wasn't fast enough.  Would love to hear Mr. AT&T guys explanation on that one 

(edited)

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