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Serious Account/Customer Service Issue
I am going to start this email off by saying that I have been a loyal customer for just about 10 years. I have never had a late payment or missed a payment. Now with that being said he is the issue.
Back when the iPhone 7 came out ATT had a promotion where if you turned in an eligible iPhone 6 ATT gave you a iPhone 7 and made the installment payments. So I turned in my iPhone 6 and got the iPhone 7. No problems.
Fast forward to Nov 2017. I decided to pay off both of my phones (iPhone 7 & iPhone 6S). For the next 3 months (Dec, Jan and Feb) ATT made the installment payment of $27.09. In March of 2018 ATT stopped making the payments and my bill went up. So I called ATT and asked why my bill went up and this is what I found out. Apparently in the fine print on the promotion it stated that if I upgraded or paid off the phone it would void the promotion. I honestly do not remember my sales person telling me that. They were happy to sell me the phone and send me on my way as fast as they could.
So, I called ATT back and explained the situation to them (numerous people). I asked to be refunded the money I spent to pay off the phone $312.49, which ATT did after about 5 phone calls. I said now all you have to do now is re-initialize the installments and everything will go back to normal.
I talked to numbers people thought a 2 week period and they all said that they had fixed the issue and would just take 24-48 hours to reflect the changes when I log into my account. So I check my account and no changes ever occurred. The $312.49 that was refunded to me now shows up on my bill as a past due amount. So I call back again and inquire about these changes that were supposed to have taken place and NO BODY can help me. Every person I talk to says there is NOTHING they can do for me. Yet every time I call the person on the phone thanks for me being a long time customer of 10 years.
I like using ATT and I have never had an issue up until now. But ever representative i talk to all the way up to supervisors/managers and retention people just say there is nothing they can do. This is UNACCEPTABLE.
I have had my service cut off twice in the past 2 weeks becuase of this. Most recent i was traveling from Virginia to New Jersey and in the middle of my trip my phone service was cut off. My wife is pregnant and i have a small child and had to stop and find an ATT store just to be able to call customer service. I spent an hour in this store and all i heard was there is nothing they can do. I requested to speak to management and the person on the phone stated it would require a call back. I told them that was fine and they asked what number I wanted the call back to go to. I told them my cell phone because its the only phone that I have.
ATT would not even re-activate my phone until this call back. This is UNACCEPTABLE. So my wife and I had to purchase prepaid SIM cards and get new numbers until this situation is resolved. That cost me $70. I even asked the representative if they could do something until this gets sorted out and all they keep saying is THEY CANNOT HELP ME AND I'M SORRY.
There must be somebody in ATT that values their customers and wants to help them when there is an issue. I would love to hear back from this person because this issue is a huge inconvenience to me and my family.
Please call me and I will answer/explain anything you wish to fix this issue.
Casey [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]