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katm2017's profile

Contributor

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1 Message

Sun, Apr 9, 2017 2:40 PM

Fee charged although I SPECIFICALLY asked if I would be charged and rep stated "NO"

I called about increasing my data from 3G to unlimited early March. The next day, I had to call back because I was MISINFORMED about the increase in my bill, so I decided to go with 6G instead. Throughout this process, I was NOT informed that it should be done on my cut-off date, so I get slapped with a $38.50 fee for changing my data plan. I called and the rep explained that I should have been informed, but I WASN'T! She credited my bill $15, which I deeply appreciate, HOWEVER, I would also deeply appreciate a TOTAL credit for the fee, especially since this was the first time in TWO years that this situation takes place. I became an AT&T customer since May 2015. I have never made a late payment and I have always made my payments in FULL. Most of us barely make ends meet and although AT&T is one of the most expensive companies, we stay with you guys because of your UNIQUE service, but this issue should NOT have occurred in this manner. Thank you and please let me know if my request may be considered.
ATTHelp

Community Support

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180.2K Messages

5 y ago

Hello there @katm2017!

 

We appreciate the time you have taken to reach out to us in regards to your most recent plan change! It’s certainly understandable to be distressed by the information you did not receive upon changing your plan. We strive to always give our customers the most updated information!

 

You can always change your plan by accessing your online account. To learn how, please click here. Our systems do incur prorated charges upon plan changes performed mid billing cycle, so it’s best to change your plan on the day your bill cycle changes.

 

I would love to speak with you further in case your issue was not completely resolved. Please expect a private message from me. This way I can gather additional details regarding your account.

 

I hope to speak to you soon! Have an excellent rest of your week.

 

Shenoah, AT&T Community Specialist

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