Let AT&T help you elebrate your dad with Father's Day Gifts that connect us.
Need help understanding your bill?
hgtotten's profile

New Member


1 Message

Thursday, February 2nd, 2023 11:49 PM

Not Feeling So Loyal Anymore After 25+ Years

My father whom is 74, which is the holder of our account went to an ATT store in Oct. 2022, to look only at Apple watches.

The watch he was looking at, my father told me that the store Rep told him the watch wasn't compatible with his iPhone 11 (which was not true and was a fraudulent statement to make a commission), was then persuaded to "upgrade" to an iPhone 13 with a cheaper installment plan which would lower the bill even though the iPhone 11 was on an installment plan and not paid off.

After trusting that the salesman’s motives were honest, my father proceeded to upgrade, signed for the installment plan of the new phone and left the store. This was not a trade in. My father was convinced the new iPhone 13 would carry his new number which was not true.

In Dec. 2022, I noticed there was another line added to the account that was not ours so my father called CS and was given a fraud case file # and was told he would be contacted in 3-5 days. As of Jan. 2023 there was no call back. I called CS which transferred me to Loyalty and found out that there was no case file # on our account even though I had a case # given to me, and that the line was added because the iPhone 11 wasn't paid off until Dec.

After going back and forth with CS about the fact that my father was deceived and now we are paying for 5 lines and it should be 4, she tells me there is nothing that can be done because my father signed for it. I then asked to speak with a supervisor which told me the same thing and the only thing we could do was either terminate the new phone and pay the termination fees in addition to the full price of the phone or remove the old phone and lose his phone #.

It was as if neither the Loyalty Department nor the supervisor cared about the situation and that the fault was on us. I was speechless, disappointed and quite aggravated. It is unacceptable. My father is a forgiving man and can get past the deceit from the fraudulent salesman. My father is a preacher and needs his phone # that he has had for 25+ years.

 I would rather not make this a legal matter so how can this be resolved?

ACE - Expert


64.7K Messages

1 year ago

Must have been an authorized retail store. That rep obviously added a new line and put the installment plan for the 13 on that line. Sad to say but we see similar complaints all the time, especially with authorized retail stores. Your best chance at a resolution is to escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you. Just FYI, there is no termination fee for cancelling that added line but you would be billed the remainder owed on the phone. 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.