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traciwithani's profile

Coach

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3 Messages

Mon, Apr 2, 2018 7:16 PM

The Loyalty Department does not adhere to the deals they offer to keep customers.

I am a post paid customer.  At the end of my contract I was planning to cancel my ATT services.  I was transferred to the "Loyalty Department" and offered a special deal including a discount on phones and no upgrade charges. I've contacted customer service over 4 times and was told I would be credited the upgrade charges.  Today, a supervisor told me that I would not get the charges credited to me despite the fact that I had a transcript of the initial conversation and "deal" I was offered.  Please advise. 

 

ACE - Sage

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97.5K Messages

4 y ago

You’re  not going to get a lot of sympathy from those who pay full price for phones, and the upgrade fee too.  I’ve been buying used phones or non carrier phones for 3 years to avoid paying $800 for a phone.  If I could pay half price I wouldn’t complain about the upgrade fee. 

Coach

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3 Messages

4 y ago

Honestly, I could care less about the upgrade fees.  The fact of the matter is, I was planning to CANCEL my account and the "loyalty department" offered me the following....(cut and pasted directly from the transcript)...

 

"Just a recap, you chatted with us today because you wanted to cancel your service and I offered you the 2 year contract deal and you were interested in and we paid off 3 of your lines and we upgraded them under the 2 year contract deal and I waived the activation fee of each one and I provided you a free case for each upgrade".

 

I am not someone who gives companies a pass when they don't adhere to the "deals" they offer.  I had every intention of switching to another carrier that day.  It's a matter of principal at this point.  Frankly, it's fraudulent for ATT to offer special deals to keep customers that they don't abide by. 

ACE - Sage

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97.5K Messages

4 y ago

I wish you luck.  ATT got themselves into this by covertly offering contracts when they are supposedly not using contracts anymore.  Leave it to them to screw it up.  Serves them right it got leaked.  

I cant count the number of long term customers that just want a little break on cost of phones to stay and are told to pound sand.  

 

cctraderx

Guru

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561 Messages

4 y ago

Get back with the Loyalty department and get them to correct this since you have the transcript.  If not, then you have the right to cancel since they did not live up to their end of what they wrote.  It may take you to tell them to cancel before they will honor their end of the deal.

Coach

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3 Messages

4 y ago

I actually tried to reach the loyalty department twice. The first time I
was placed on hold for over 30 minutes and had to get back to work and the
second time I spent an hour+ on the online chat with a representative who
told me I'd need to contact the loyalty department (even though I
specifically asked to speak to someone from that division twice at the
onset of the chat. From this point forward I will not be calling AT&T
because I want to have everything they say documented and I would suggest
those that read this do the same. When you use online chat there is a
small email icon at the bottom of the box that you can click to have the
chat emailed to you after.
cctraderx

Guru

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561 Messages

4 y ago

Dial 611 and say cancel at every prompt, that will get you over.

MicCheck

ACE - Expert

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11.5K Messages

4 y ago


@cctraderx wrote:

  If not, then you have the right to cancel since they did not live up to their end of what they wrote.  


That's simply not true. While they always have the right to cancel, AT&T will have the right to charge an ETF because OP agreed to a contract. 

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