Upgraded to Elite Plan Scam
I called into Customer Care on June 13th to ask about a phone installment. Instead, "Jerome G" insisted I upgrade to the "Elite Plan" because my current 30GB plan was overcharging me. He told me I currently paid $220 for my two lines, but with this new promotion, I'd only pay $212.34. He said it included free HBO Max and unlimited data. I was VERY uncomfortable and felt like I was being scammed. I did upgrade during the call, only because he sent me a text message from AT&T showing that my "estimated monthly bill including fees and taxes is $212.43." He told me if my bill was higher, to call back in and they'd correct it. I asked why it would be higher if this is the price we've discussed - he laughed and said sometimes it happens.
It didn't sit well with me so I went into the AT&T store. The sales rep told me that AT&T found themselves not competitive with Verizon & Sprint anymore so they offered this upgrade promo. I then felt at ease because I had confirmation from a local store. Fast forward two months, my bill is more than $300. I call customer care and she walked me through the charges, saying there's nothing AT&T can do, even with proof via text and recorded conversations. She told me to go into the store.
I go into the store and the rep tells me I need to call "Loyalty Retention Program" for a credit request since it appears to be incorrectly charged. The loyalty rep says there's nothing she can do. I request a manager and she says "He won't be able to do anything either, but she'll have him call me back." Still waiting for that call.
What am I supposed to do? I feel scammed and "Jerome G" is clearly hitting commissions by fraudulently upgrading without customer permission. No one can track this person down using texts from the account and notes?