Many, many scammy problems with "expiring money", auto-renew, text messages on my PREPAID and hidden undisclosed 9000 message rollover limit
I've been a PREPAID customer for YEARS. I think this is easily year 8.
1) Expiring money
Milk expires. People expire. Apparently, at AT&T, your "account balance" expires. How greedy is THAT? The guy at the store pointed out that I could put $100 in and it takes a whole year to expire. Out here in the real world, money only expires when the government is overthrown or there is a run on the banks.
2) Auto-Renew Failures Causing Disappearing Roll-Over Messages with Annoying Customer-Service Call Requirements
On my account in the past I have had 200 minutes/month. When that proved to be too few, I switched to 1000 minutes/month add-on. I only need 500 messages per month, probably less.
I pay $9.99 for 1000/month (0.999 cents/message, approximately 1 cents/message), <- too many, what happens if I don't use them? (see below)
the other option being $4.99 for 200/month (2.495 cents/message) <- 500 would be fair.
Every few months, I get a "cannot auto-renew" message but usually miss it long enough to get a few messages that "fall between the cracks": then I start seeing that $0.20/message fee. I always have to call 611, I'm always on the phone for almost an hour, and I
have to explain and re-explain at least once a year, if not twice. I suppose the next time I will have to do this is exactly 10 months from now. (February 2021)
I'm on the phone with the guy right now, he claims the unused portion of the 1000 messages/month ends up in some sort of rollover account which has an upward limit of 9000 messages. When I hit that 9000 message rollover, the account cannot auto-renew, so it cancels my 1000 messages/month, which in turn reduces my rollover account to 0 messages (throwing away apparently 9271 messages last time this happened on March 1, 2020) ... I have NEVER heard of this rollover feature before. I was told the messages expire. But, apparently there is a DEEP DARK SECRET that this is tied to a rollover system.
After escalating to a manager, she is going to escalate further my requests:
- $5 for 500 messages
- Free month if message rollover balance > monthly auto-renew
- Transparently seeing message about balance
- Balance should not be reset to 0
- Remove 9000 message rollover limit to unlimited. * Or, FREE MONTH (see above)
- OR HOWS ABOUT I PAY FOR 1000 MESSAGES AND USE THEM AND RENEW WHEN THEY ARE USED UP
PREPAID services are, by and large, for people with bad credit - usually poor people or lower income people. I have perfect credit but I choose not to be a part of the egregious contracts that force you to remain a customer or pay exorbitant "churn fines" -- and yet I am loyal and have remained so for almost a decade to AT&T PREPAID (originally called the "AT*T GoPhone", remember those days?)
without a contract!!!!! I deserve better.
I think it is fair to say AT&T owes me $9.99 for every 1000 messages their system has thrown away over the years. I guess most recently that means $90. But this has been YEARS, so it's probably much higher than that. I'd like a check please, or an account credit for $90.
3) Online PREPAID website (Edited per community guidelines) DONKEY
CAN'T USE THE myAT&T iOS APP - GUESS PREPAID IS A LOWER CLASS CITIZEN AT AT&T.
There is no way to remove an Add-On, even if you set it to Auto-Renew.
For years I thought this auto-renewal issue stemmed from the fact that both the 200/messages/month and 1000/messages/month appeared on the account, but of course there is nothing I can do about it.
I know now that the auto-renew issue has nothing to do with the fact that both are on the account -- though this reason was given to me previously by customer service. I now know its due to the hidden 9000 messages rollover limit. (See point 2 above)
Well, went on the prepaid website to manage my account today while dealing with point #2 above, and I see the (images provided) account page claim that I am on the 200/messages/month plan for $9.99 -- WHAT?!??!?!?!!?
Here are the screenshots from my account: