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Tutor

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4 Messages

Mon, Jun 11, 2018 4:11 PM

11JUN18 - AT&T "Slamming" No-Notice Involuntary $10 Increase in Monthly Plan

Dear Customer Support,

     I am a very long-time US customer of AT&T and was recently surprised to see an "Alert" Flag set when I logged into my account notifying me the my "plan changes would take effect on 5 July 2018"...

     As I had not ordered any plan changes, I called customer service only to be told that "In recognition of my long-time loyal business, my celluar data plan was being "upgraded" from 10GB to 20GB." Furthermore, I was informed that the new un-ordered data plan would INVOLUNTARILY COST ME AN ADDITIONAL $10.00 PER MONTH!

     This is practically the definition of "slamming" a customer with additional charges!  If it were not for my clicking on the "Alert" Flag, I would never had known about the involuntary change...  (no prior notice that AT&T intended to help itself to an additional $10.00 of my money)

     ***Although I have a multi-decade customer history of prompt, on-time payment, I consider this non-consensual act a material violation of AT&T's own standard of service and a breach of my current service agreement.

     I would accept either a continuation of my existing plan or an increase in my allowable data usage (I currently do not exceed 10GB anyway); however, I will not accept an involuntary and un-coordinated increase in my bill.

     PLEASE CONTACT ME WITH A PROPOSED SOLUTION OR LOSE A 30-YEAR LOYAL CUSTOMER!

Responses

Accepted Solution

Official Solution

GLIMMERMAN76

ACE - Expert

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18.8K Messages

2 years ago


@longtime_cust wrote:

 

@ Glimmerman76 and MicCheck

Appreciate the quick feedback. 

Agree that companies are allowed to set and raise prices - except during a previously contracted period of service.

     The "no notice" part was simply poor communication (and business practice) on their part.

     Material rate increases, especially those that are non-consensual, are typically socialized by more than an internal, non-public account alert. 

I have filed a grievance with my state's Division of Public Utility Regulation and the State Corporation Commission.

 


For what ATT has no contracts on service...  They have not had contracts in over 2 years...  Now next agreements those are loans not contracts....  I posted the link and if you look on your physical bill it also has info on the rate increase.  They gave notice look at the link I included.   Also the PUR has no regulation over cellular service as its not a public utility.  Its not a landline.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Constructive

Employee

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5.9K Messages

2 years ago

While AT&T employees do look at forum posts from time to time, you should have no expectation that any particular action will come from your post request, we are here to represent the forum with our experiences as customers and do not represent AT&T with our responses..This forum is comprised of regular customers to communicate with other  customers to offer advice and share experiences same as any other user

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
MicCheck

ACE - Expert

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8.6K Messages

2 years ago


@longtime_cust wrote:

Dear Customer Support,

     I am a very long-time US customer of AT&T and was recently surprised to see an "Alert" Flag set when I logged into my account notifying me the my "plan changes would take effect on 5 July 2018"...

     As I had not ordered any plan changes, I called customer service only to be told that "In recognition of my long-time loyal business, my celluar data plan was being "upgraded" from 10GB to 20GB." Furthermore, I was informed that the new un-ordered data plan would INVOLUNTARILY COST ME AN ADDITIONAL $10.00 PER MONTH!

     This is practically the definition of "slamming" a customer with additional charges!  If it were not for my clicking on the "Alert" Flag, I would never had known about the involuntary change...  (no prior notice that AT&T intended to help itself to an additional $10.00 of my money)

     ***Although I have a multi-decade customer history of prompt, on-time payment, I consider this non-consensual act a material violation of AT&T's own standard of service and a breach of my current service agreement.

     I would accept either a continuation of my existing plan or an increase in my allowable data usage (I currently do not exceed 10GB anyway); however, I will not accept an involuntary and un-coordinated increase in my bill.

     PLEASE CONTACT ME WITH A PROPOSED SOLUTION OR LOSE A 30-YEAR LOYAL CUSTOMER!


Dramatic much?

 

No prior notice...except for the prior notice you received (the "Alert"). 

 

That is no where near the definition of slamming. You ordered your plan. Unfortunately, AT&T decided to raise the price of that plan. To soften the blow, they've doubled the data you receive. 

 

You can look at new plans if you prefer, but you can't keep your current plan at the current price. 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
GLIMMERMAN76

ACE - Expert

 • 

18.8K Messages

2 years ago


@longtime_cust wrote:

Dear Customer Support,

     I am a very long-time US customer of AT&T and was recently surprised to see an "Alert" Flag set when I logged into my account notifying me the my "plan changes would take effect on 5 July 2018"...

     As I had not ordered any plan changes, I called customer service only to be told that "In recognition of my long-time loyal business, my celluar data plan was being "upgraded" from 10GB to 20GB." Furthermore, I was informed that the new un-ordered data plan would INVOLUNTARILY COST ME AN ADDITIONAL $10.00 PER MONTH!

     This is practically the definition of "slamming" a customer with additional charges!  If it were not for my clicking on the "Alert" Flag, I would never had known about the involuntary change...  (no prior notice that AT&T intended to help itself to an additional $10.00 of my money)

     ***Although I have a multi-decade customer history of prompt, on-time payment, I consider this non-consensual act a material violation of AT&T's own standard of service and a breach of my current service agreement.

     I would accept either a continuation of my existing plan or an increase in my allowable data usage (I currently do not exceed 10GB anyway); however, I will not accept an involuntary and un-coordinated increase in my bill.

     PLEASE CONTACT ME WITH A PROPOSED SOLUTION OR LOSE A 30-YEAR LOYAL CUSTOMER!


ITS A PRICE INCREASE....  They are not doing anything because your loyal...  They are adding more data and raising the price...  ATT is allowed to raise prices.  

 

https://www.att.com/esupport/article.html#!/wireless/KM1259100

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Anonymous

New Member

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25.7K Messages

2 years ago

"no prior notice that AT&T intended to help itself to an additional $10.00 of my money"

 

So the notice they gave you prior to raising it was t a prior notice? 

Tutor

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4 Messages

2 years ago

 

@ Glimmerman76 and MicCheck

Appreciate the quick feedback. 

Agree that companies are allowed to set and raise prices - except during a previously contracted period of service.

     The "no notice" part was simply poor communication (and business practice) on their part.

     Material rate increases, especially those that are non-consensual, are typically socialized by more than an internal, non-public account alert. 

I have filed a grievance with my state's Division of Public Utility Regulation and the State Corporation Commission.

 

MicCheck

ACE - Expert

 • 

8.6K Messages

2 years ago


@longtime_cust wrote:

 

@ Glimmerman76 and MicCheck

Appreciate the quick feedback. 

Agree that companies are allowed to set and raise prices - except during a previously contracted period of service.

 

 


It's very, very, very, very unlikely that you have a contracted period of service. AT&T stopped offering contracted plans over 2 years ago. While we've had a couple people mention that had some promo through the loyalty team that required a contract, AT&T's never confirmed that to be true. 

 

In the past when customer DID have contracts, AT&T let them leave with no penalty if they increased prices. 

 


@longtime_cust wrote:

 

 

     The "no notice" part was simply poor communication (and business practice) on their part.

     Material rate increases, especially those that are non-consensual, are typically socialized by more than an internal, non-public account alert. 

 

 


@GLIMMERMAN76 already posted that as well. 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
sandblaster

ACE - Expert

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34K Messages

2 years ago

I don't quite understand your issue. First off, the plan you are on is grandfathered, meaning it is no longer offered. Before the price increase, you are paying $80 for the 10GB of data plus your line fees. The 10GB plan on the current Mobile Share Flex plan is $75. Line fees on both are the same at $20 per line. If you want to stay at the 10GB level, rather than filing some complaint that will get you nowhere, I'm wondering why you haven't already switched to the current plan as it is $5 cheaper? Why would you fight to keep a plan that costs you $5 more than the current plan that give you the same amount of data?

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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8 Messages

2 years ago

They just tried the same thing with me but they gave me two different excuses - first it was that the other user changed it. When I asked how - they said he must have your passcode I said he doesn’t. He’s elderly doesn’t know how to use a Smart phone and doesn’t have the app on it. Then they said - he must’ve called. I said no he didn’t call because he wouldn’t even know your phone number. The bills in my name.

Then it changed to - it was a system glitch. I told them if they didn’t give me my original plan back I was going to call the attorney general and the Better Business Bureau. What they did was illegal. I received confirmation that they changed it back.

 

Luckily I kept a screenshot of the alert because they removed it when we hung up. 

 

I probably will notify the attorney general anyway.

GLIMMERMAN76

ACE - Expert

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18.8K Messages

2 years ago


@Maxine123 wrote:

They just tried the same thing with me but they gave me two different excuses - first it was that the other user changed it. When I asked how - they said he must have your passcode I said he doesn’t. He’s elderly doesn’t know how to use a Smart phone and doesn’t have the app on it. Then they said - he must’ve called. I said no he didn’t call because he wouldn’t even know your phone number. The bills in my name.

Then it changed to - it was a system glitch. I told them if they didn’t give me my original plan back I was going to call the attorney general and the Better Business Bureau. What they did was illegal. I received confirmation that they changed it back.

 

Luckily I kept a screenshot of the alert because they removed it when we hung up. 

 

I probably will notify the attorney general anyway.


as you can see they are CHANGING THE PRICE....

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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8 Messages

2 years ago

They can change the price, I have no problem with that, but don’t lie and say that I am the one that requested the change. And actually put it in writing that I requested a new plan. Luckily I have the screenshot before they deleted it.

Tutor

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4 Messages

2 years ago

@Maxine123:

 

Despite some of the above opinions expressed, AT&T has departed from reasonable and customary past practice by involuntarily doubling all of their Mobile Share Advantage data plans while eliminating customer's existing plans  …thus force-herding customers to larger and more costly data plans starting July 1, 2018.  Depending upon the plan to which a customer currently subscribes, AT&T is involuntarily charging up to an additional $20 per month for these new data plans.

 

After discussing with my state's regulatory agency, I decided to file a complaint with the FCC at the following link:  www.fcc.gov/cgb/complaints

Within 24 hours of filing my FCC complaint, I was contacted by a polite AT&T representative who verified the below fact pattern:

 

     - AT&T was indeed mandating a forced migration to larger, more expensive Mobile Share Advantage (MSA) data plans in preparation for rollout of faster 5G networks

    - Beginning 01 July 2018, AT&T will involuntarily impose a fee increase of up to $20/month on all existing MSA data customers; depending upon one’s current plan

    - Contrary to previously established company practice, AT&T will neither "grandfather" any pre-existing data plans nor offer an “opt out” option from this compulsory “upgrade”  

    - In my case (and I suspect many others) AT&T provided little or no advance notice of their involuntary plan changes

    - Despite AT&T claims that advance notifications were printed on my monthly bills, a joint review of my last 4 monthly billing statements reflected no mention of this increase

    - My first and only indication of this involuntary increase was an obscure Alert Flag visible only when logging into AT&T’s full online web page (i.e. not mobile)

   - Appearing approximately 15 days before imposition of the new fees, the Alert Flag simply and cheerfully announced that “changes to your plan will take effect July 1st” without any further explanation.  I had to call AT&T customer service to get details and associated costs of the unsolicited plan changes.

 

Although the AT&T Rep responding to my Federal complaint, was unable to exempt me from the fee increase or allow me to retain my current 10GB/mo data plan after 1 July, I was offered an immediate cash payment to offset the cost increase for next 15 months.  As a loyal customer and longtime bill payer, I simply objected to being involuntarily forced by AT&T (or anyone else) to pay higher fees for a service I neither requested nor currently need.

 

In the long term, this compromise solution will not spare me (or anyone else) from the new fee structure; it did however, permit me to make my point while temporarily mitigating the impact of the no-notice, involuntary fee increase.

 

Tutor

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8 Messages

2 years ago

I am going to go to my local AT&T store to discuss this in person with them tomorrow I already filed a complaint with the attorney general this evening. Their offer to me was to double my 3gig data at an additional five dollar cost but because I could not see it in writing I did not want it and was apalled that they put in writing that I requested the change. 

Tutor

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8 Messages

2 years ago

I just found this when I looked at my bill online but the person on the phone couldn’t explain it clearly and was insisting that I made the change  C4DA4764-A69A-4A90-9D2B-FC748A3E0808.jpeg

9782D9AA-B56B-46F5-A3BA-DA44EF5C896D.jpeg

 

 

Tutor

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4 Messages

2 years ago

@Maxine123:

 

Before you visit your local store, I recommend that your review the below AT&T article:

 

  " Data and price increases for Mobile Share Advantage plans "
https://www.att.com/esupport/article.html#!/wireless/KM1259100

 

...also, as first pointed out by Glimmerman76 above, my state agency confirmed that they lack sufficient jurisdiction - which is why I filed a grievance with the FCC