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jmanzur's profile

Contributor

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3 Messages

Thu, Apr 2, 2015 3:21 PM

My plan was changed without authorization - ATT Claims it was in error, but cant explain who or how.

I was on the phone with them today, had to open an "Case" with them.  The only thing that the support rep could see was that it was apparently done at a store - yet conveniently could not tell me what store or by whom.  I had grandfathered iPhone unilimited data plans, four of them. Neither the Rep or their manager could put my plans back in place.  There seems to be too many of these mistakes taking place.  It seems like they are systematically trying to bounce people off without authorization so they can eliminate those plans.  Every time I call in, they are trying to offer me some upgrade that would eliminate these data plans.  [Per Guidelines:  Keep it Relevant and Appropriate]..  I smell a rat.

 

 

lcalle

Guru

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629 Messages

7 y ago

Do you have any authorized users on your account? If so, I would absolutely ask them if they'd gone into a store recently and done anything with the account. If no one has made any trips to the store, then it's a very curious situation indeed. You're absolutely right, a representative, whether phone or store, can not change your plan, or do anything to your account at all without your knowledge. Any phone or store rep should be able to see, at least, the location of the store at which these changes to your account were made. Also, I know that when I worked as a Verizon rep, anytime any representative accessed your account for any reason they were supposed to notate what they did while they were in your account, even if they didn't do anything. I'm not sure how similar ATT's system is to the one I used for Verizon, but, if they're pretty similar, then a rep should be able to see at least some identifying note indicating who accessed your account.

Tutor

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8 Messages

7 y ago

What was your outcome ? Did ATT correct?  I have a similiar situation that just happened to me with my grandfather unlimited data plan?

Contributor

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3 Messages

7 y ago

Yes, it was eventually resolved. They made a mess of the bill, but the math added up at the end and I did he my unlimited plans back.

Tutor

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8 Messages

7 y ago

Thank you for letting me know

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