My experience with AT&T had been uneventful until recently. My family plan had five phones on it. I'll call them phone 1, phone 2, phone, 3, and phone 4, and phone 5 respectively. We have experienced problems with our phones when AT&T updates their software from time to time. So, last February, we were experiencing such an event. We called AT&T for phone 4, to get technical support. AT&T recommended we just upgrade the phone, since is was not a smart phone or anything, however, the phone wasn't up for renewall until May. So, AT&T suggested that we could apply the renewall of phone 5 to that of phone 4, so we could get the phone up and running, then in May, renew phone 4 with phone 5 upgrade plan. It seemed like a reasonable sollution to an unsuspecting guy. Fast Forward to October. we did not upgrade phone 5 in May as thought, but my son who uses phone 5 wanted to leave AT&T and take his number with him. Mind you, this phone on our family plan was not upgraded, the phone number from phone 4 was. This should have been a simple task. Yet, on our next bill, we were shocked to find that AT&T had charged us a $134.76 charge (118.00 for the cancellation) to a contract that didn't apply. AT&T claims that the contract is in black and white, and that the phone 5 contract really doesn't apply to phone 4, but that it follows the upgrade, not the number. What? I couldn't believe my ears, or eyes from my contract. I pay my bills via the number, why wouldn't the contract be tied to a phone number, rather than their claim that it applies to the phone shell. Why then can I switch sim cards and us other phones? This didn't make senset to me, but I certainly feel like AT&T is pulling a "bait and switch" to line their pockets with an extra $118.00, plus taxes, dollars.
It has taken now a half a day on the phone, with multiple calls to customer service, and the issue is still not resolved.
Maybe I am starting to see the wisdom in my 24 year old son's reason for leaving AT&T
So, with this background now explained, how do I work with AT&T to correct the process of misbilling? How many other tenured customers have been taken advantage of?