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New Member

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7 Messages

Tue, Aug 4, 2020 3:28 AM

What do you think of AT&T's imperfect prepaid selling?

1. I chose $35/mo plan.

2. After payment, I could use $35/mo plan.

3. I tried to check multi-line plans and accidentally changed from $35/mo plan to $75/mo plan.

4. Before payment, AT&T made zero my balance and asked me to pay $40 for activation of $75/mo plan.

    Why did they change plan after payment like #2?

5. I asked to rollback my plan to $35/mo plan but they ignored.

For $35, I use only 1~2 call and almost 0 data.

I guess "AT&T's billing principle is only to take cash from customer's pocket

            and never mind customer's voice or their imperfect selling."

Responses

Constructive

Employee

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14.1K Messages

2 months ago

There is no accidental way to change your plan. At least twice there was a pop up saying are you sure you want to change plans and lose any existing balance left on your old plan. This process cannot be reversed and no refunds for in used balance will be issue d

(edited)

-------------------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 and do so on our own time unpaid and off the clock. 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.
sandblaster

ACE - Expert

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42.2K Messages

2 months ago

Sorry but that’s the way prepaid works and always has. If you change your plan, whether on purpose or by accident, the old plan terminates and you lose any remaining days. You must have changed to a multi line account because otherwise they would have required the full $75 to activate the new plan. Multi line accounts provide credit for unused days when a line joins the multi line account, which is essentially what happened when you made your account a multi line account. You probably could have switched back to the $35 plan then without having to pay because you basically had a $35 credit at that point.

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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7 Messages

2 months ago

I know ATT rule, it applies not logically but beneficially to ATT. Are you proud for imperfect selling? 

New Member

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7 Messages

2 months ago

To ATT employee.

 

And are you sure that your system has no error?

After I changed my PIN for prepaid, your website doesn't reflect it. So I cannot login again.

 

I was a PM at another telco.

Constructive

Employee

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14.1K Messages

2 months ago

Not my website not my billing not my company. I’m here on my own time unpaid off the clock. And don’t represent At&t in any official capacity I’m just a customer in here same as you 

-------------------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 and do so on our own time unpaid and off the clock. 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.
sandblaster

ACE - Expert

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42.2K Messages

2 months ago

Are you proud for imperfect selling?

That makes no sense. I’m only telling you how prepaid works. You calling it imperfect is an opinion. I have no opinion on how prepaid works. 

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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7 Messages

2 months ago

Do you think it is logical to block an account and to demand 40 bucks making 75 bucks for activating?

I think the system must not allow the change if an account will be blocked.

I know what you said because I experienced it. I said it is not logical and selfish. The system knows my balance because the sysyem demands only 40 bucks for the change but dont allow to rollback.

joey2007ua

Voyager

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117 Messages

2 months ago

After I changed my PIN for prepaid, your website doesn't reflect it. So I cannot login again.

Your 4 digit account/billing pin is used to verify your identity when you contact customer support or to port your number.  It is not used to access your online account.

 

The password to your online account is alphanumeric and at least 6 digits.

 

lizdance40

ACE - Sage

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78.1K Messages

2 months ago

To back up previous reply.  (I have use at&t prepaid)

You had to select change plan, and this shows to warn you.  Always read red letters.
    You had to click in continue, when you should have canceled plan change.  
   Whenever you change your plan, you pay for it.  You changed to a $75 plan, so owe $75.   
   You can switch back to $35, but will have to pay.

YOU ARE NOT “BLOCKED”.   You simply havent paid for service.  

 

(edited)

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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.
sandblaster

ACE - Expert

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42.2K Messages

2 months ago

@lizdance40 The OP apparently changed their account to a multi line account before changing plans. They were prompted to only pay an additional $40 for the $75 plan, not the full $75 which means they got $35 credit for the unused minutes of the old plan. I believe they could have changed back to the $35 plan then and not have to pay.

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.
joey2007ua

Voyager

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117 Messages

2 months ago

I believe they could have changed back to the $35 plan then and not have to pay.

Not according to the TOS.

 

https://www.att.com/legal/terms.prepaidPlanTerms.html

Section 17

Account Owner may change the monthly plan for each line on the Multi-Line Account a maximum of one time per line, per plan term.

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