Complaint for West Region President
Im writing as a loyal customer for over 22 years. I have 4 phones and 1 tablet and continually upgrade with AT&T.
Although cheaper plans exist through Verizon and TMobile, AT&at has always been my choice.
Based on my experience this weekend and now al reconsidering my commitment to AT&T as it doesn’t appear you are equally committed to me.
On 11/24I ordered and upgrade for my line ending on 7535. The upgrade was for my son who lives in Atlanta. I requested the phone be delivered to be home that evening. I had to reach out to the AT&T after the appt time expired only to be told I wouldn’t receive the phone that night and would have to reschedule. I did so and the phone arrived the next morning.
The next morning Eric from enjoy came. dropped off my phone and also gave me the SIM card. I told him he didn’t need to activate the phone as it was a gift for my son who was currently in Atlanta. He mentioned the phone was 5g, I asked if that would change my grandfathered plan I had with AT&T and he had said no. He also told me my bill would be $20 cheaper based on a military discount for one of the line holders. He stepped away for a few minutes came back k with the SIM card, handed me it and the phone.
I received a text from my son later that day, who happened to be at the airport traveling from Atlanta to San Diego, telling me his phone wasn’t working. I called AT&T immediately to figure out what happened.
I called and and was told the number had been disconnected. I then was disconnected. I called back and talked to another agent, who said the same thing. I asked if I could speak to a Supervisor and was disconnected. I called back a 3rd time, spoke with John who again advised the number was disconnected. And was candid that he couldn't turn it back on. I asked to speak to a supervisor and again was disconnected.
My son arrived to San Diego and on Thanksgiving day we discovered that a SIM card was already in the phone and activated.
I received an email from that same day
AT&T confirming my new bill and changes. I say my plan had been changed to unlimited started. Saw a new line on my account. And the new bill was now estimated at $499 per month vs. my current of $320. The new line and the changes to my plan we’re not what i asked for or were they authorized by me.
I called AT&T again spoke with Hannah. She transferred me to the loyalty department and I spoke with Alice who advised she was with DirecTV. She forwarded me to Jim who advised. He couldn’t help as it was an online order. He gave me the number to the online team. And we waited together for a supervisor for over 20 mins. Jim offered to cancel the line I didn’t request. Then offered a $75 credit for the activation fee.
As I write I’m still on the phone with Jim waiting for a supervisor. Right now I’ve been on for close to 2 hours with AT&T with no resolution.
I spoke Joshua the supervisor who advised my plan hadn’t changed. And stated they would disconnect the line and return my activation fee. I advised Joshua a $75 credit was not enough to compensate me for the aggregation and time spent dealing with an issue that was created by an AT&T representative.
As I write this email to you, Joshua has has hung up on me.
This is truly ridiculous and unacceptable! I’d like a credit for 2 full months of my bill for the aggravation and truly horrific service I’ve received this week.
I am truly disappointed that AT&T would treat it loyal customers like just another number.