The ATT Loyalty scam!
I have been a 20 + year customer. Called Loyalty to replace my wife's iPhone 6 Plus that ATT locked me into a 3 year contract at full price.
That is over with.
So they offered me a discount on a replacement iPhone, wanted me to commit to a 2 year contract, and then increased my monthly account fees to offset all the discount.
The script from this chat is to me unbelievable.
This company is so shady with customers it is amazing that people actually accept this.
Here is the chat if you have time to look at it.
Not sure what I am going to do.
Their loyalty deal is discount the iphone.
I have to pay the entire amount upfront with taxes on the list price of the phone.
I have to commit to a 2 year contract.
And my bill get increased $480 over the contract.
Here is the chat
Diego: Hi! My name is Diego. I'm happy to help! Let's get started.
Diego: Nice to meet you Robert
Diego: I am from Loyalty department
Diego: Please let me know how can I help you today
Robert: i was talking with loyalty and deciding on what phone to buy to keep us as a customer she wants the red iphone 8 plus
Robert: Credit card charge quoted to me was $xxx plus taxes
Robert: the idea is to replace her phone but not drive my monthly cost higher.
Diego: I will certainly use all avilable resources to help you today
Diego: May I know the line number you are looking to upgrade?
Robert: replacing her iphone 6 plus
Robert: she wants red
Robert: i was told I would have to pay entire amount up front no problem I want to keep my plans all the same just a new phone for her
Diego: I was reading the notations from previous conversation
Diego: We are totally able to honor the 2 year agreement which is the one providing the $450.00 off under the full retail price
Diego: Remember the monthly Access Fee of the line will change
Robert: you know I have a problem with this why would I pay $500 more in access fees for a new phone. This is enough to drive me away as a customer
Diego: Sorry to hear that
Diego: AAppreciate the feedback
Robert: so you offer me a discount then take it all away with adding access fees
Diego: Not at all
Diego: As you can see in all your bills from the very beginning
Diego: The Access Fee has always been charged
Diego: The Access Fee is $40.00
Diego: However when one line is out of contract, the line receives a monthly discount called "Discount For Access" for $20.00
Diego: Reducing the Access Fee from $40.00 down to $20.00
Diego: If we make the upgrade through a 2 year agreement, the line would lose the "Discount For Access"
Robert: now I am pay $20 a month access fee, and my new monthly fee will be $40 is that correct
Diego: The Access Fee is alwasy $40.00
Diego: Just that now that you are not under contract, you are receiving a monthly discount called "Discount For Access for $20.00
Diego: Which reduce the Access Fee from $40.00 down to $20.00
Diego: By upgrading through a 2 year agreement, the line would lose the Discount For Access
Robert: so If I buy this phone will my month bill increase if I committ to two years which I will do I should not have to pay more
Diego: Leaving the Access Fee to its original amount
Diego: Of $40.00
Robert: that makes no sense how can you keep customers who are willing to extend their contract and charge them more
Diego: Remember the Access Fee is not related to the device at all
Diego: The device gets a $450.00 discount
Diego: The Access Fee is the service itself
Robert: so buying a new phone my monthly fee increases $20 and I also commit two more years to you
Diego: Just the line you upgrade would be attached to the 2 year agreement
Robert: I understand that but will my bill incease $20 a month
Diego: Yes, that is correct
Robert: So why would anyone do this????????
Diego: To save $450.00
Diego: Ina brand new device
Robert: but I am not saving anything it is costing me $20 more per month and I extending my commitment to you
Robert: That's not a good loyalty arrangement
Diego: thanks so much for the feedback
Robert: don't be suprised if I change to verizon, sprint, etc.
Diego: I am working with the best available options for loyal customers
Diego: I'd rather be honest with the right information and expectations about the details of the options
Robert: I am willing to buy the phone and give two years committment to att but not increase my monthly bill
Diego: Thanks so much for that expectation
Diego: The Access Fee would change
Diego: Raising the service
Robert: what do I get for paying more access fee
Diego: Exactly the same service
Diego: The Access Fee is always $40.00
Robert: but know I am paying $20 how did that happen
Diego: the Access Fee is always $40.00
Diego: And yes
Diego: You have a $20.00 of the Discount for Access
Robert: so why can you not give me the same discount
Diego: Cause that discount is applied by the systenm itself
Diego: And once the system detects you are under contract
Diego: The system will stop to apply the discount
Robert: so can I buy the phone and not do a contract
Diego: Yes, by paying the full retail price
Diego: You would totally own the device
Robert: I can wait to post this chat on the forums for people to look at this is unbelievable
Diego: I am totally sure about the information I am providing
Diego: I'd rather be honest than giving you false expectations and lies
Robert: it makes no sense why give a discount to someone for loyalty and lock them in a long term contract and raise their monthly fees to completely take away the discount.
Diego: I can perfectly understand your point of view Robert
Robert: so currently we are under no contract with att for mobile service we are paying month to month and can leave anytime for any reason
Diego: Correct Robert, you are not under contract
Robert: so I would think that att would want to put its good customers back under contract to retain them by making them deals
Diego: What do you mean?
Robert: it seems that att would want to have their customers under contract
Diego: This is an exception here in loyalty department we can make for you to upgrade the device and get a discounted price device
Robert: ok i am listening
Diego: is the one offered above
Diego: Upgrading the line through a 2 year agreement
Diego: You will get $450.00 discount under the full retail price
Robert: i am waiting for the exception
Diego: that is the one
Diego: Cause we are no longer using contracts to get devices
Diego: Regular customers must pay the full retail price
Diego: Through monthly payments in a 24 or 30 month length
Diego: It is called Installment Plan
Robert: so is it $350/24 installment plan
Diego: Which device?
Robert: iphone 8 plus red
Diego: The iPhone 8 Plus 64Gb has a full retail price of $799.99. The monthly payment would be $26.67 in a 30 months or $33.34 in 24 months length
Robert: so where is the $450 discount
Diego: The $450.00 is with the 2 year
Diego: Which requires and upfront payment of the reduced price of the device
Diego: In this case, the iPhone 8 Plus 64Gb would be $349.99 plus taxes
Robert: ok you said looking above an exception: $450 discount, 2 year contract, upgrading the through a 2 year contract that is deal that has the higher access fee I fail to see what is the exception
Diego: I am explaining
Diego: that the first option I quote
Diego: And theo one you were quote last chat
Diego: is the very same
Diego: 2 year agreement
Diego: Which is already an exception
Diego: Cause we are not using contracts anmymore
Diego: So yes
Diego: it is an exception
Robert: so can i buy the phone and keep my month fee the same
Robert: I am certainly never going to do an installment at list price ever with att again. and you sold me bogus insurance
Diego: Remember the 2 year agreement would lose the Discount for Access
Diego: to its original amount of $40.00
Diego: Just checking to see if you are there so we can continue.
Robert: so we are back to where we started. sorry but we have nothing here to
Diego: I am explaining the details so you can make the best decision for your service
Diego: let me know how we should proceed
Robert: my best decision is to start looking for a new carrier.
Diego: I understand your decision
Diego: I am leaving notations in your account about our interaction
Robert: I have to go. Thank you for your time.
Diego: So we can honor the option anytime if you change your mind
Diego: You can use the chat ID as reference as well:
Diego: I really appreciate your time and patience today in chat with me
Diego: Remember you chatted with me
Diego: with Diego
Diego: Thank you for choosing AT&T! We appreciate your business.
Diego: have a great day!
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