How Do You Fight AT&T to Get Your Unlmited Data Plan Restored?
While recently visiting an A&T Store to upgrade to an iPhone 6s Plus for my wife's Christmas present, I learned my AT&T wireless plan had been changed a little over 6 months ago. The change moved my account from an unlimited data plan to a 3GB per month data plan.
I did not authorize this change. The reason is that I'm holding a grandfathered unlimited data plan and have no intention of ever dropping this unlimited plan.
Since I have a corporate discount plan, I was told to call AT&T directly to resolve the issue because the AT&T Store isn't able to service these types of accounts.
The AT&T Wireless customer service representative (CSR) shared that someone called using my name and the last four digits of my SSN to change my account from an unlimited data plan to a 3 GB data plan. The rep stated their notes referred to a woman making the changes. I am a male and the only authorized name on the account.
The rep said she needed to set up a case number for the back office to reinstate my grandfathered data plan. She said not to worry. "It's an open and shut case" since their records refer to a woman using my name to make unauthorized changes. I felt good with the reassurance from the rep that I had a "slam dunk" case and would be back to my old unlimited data plan within the next 12 days.
Today, I called back AT&T to get the status of my case. I was told, "People in the back office denied your claim because it's been over 90 days". The AT&T claims department also reasoned "the customer made the changes in May, 2015". Lastly, I was told there is no appeal process nor can I speak with the person handling my case.
How do you fight AT&T in this situation to get a grandfathered unlimited data plan restored? I've been a customer of theirs dating back to almost 20 years with the old Cingular Wireless company. Like others on this board, I feel completely betrayed by AT&T and am now looking to move to another carrier if the unlimited plan is not restored to my account.
Let me know your thoughts.