ATT charging an extra 6.01 and how I got my money back
Yesterday 6/1/23 I called to remove my watch from my plan. They sent me an updated copy of my new bill plan. I glanced it over and saw on one of my 4 lines I was being charged the extra protect advantage support of 6.01. I decided to go and read all policy changes and I found that as of Feb 24 2022 the insurance would increase from 8.99 to 15.00 and the 6.01 on my bill was a bundle and could not be removed. Now here’s where not one employee at ATT or the insurance company could answer my question and provide proof of this policy change.
Nov 14 2021 I purchased a new phone in store added the insurance of 8.99 through ATT. The store employee went over all the pricing no 6.01 fee.
Dec 8 2021 I purchased another new phone added the insurance for 8.99 again the store employee went over the pricing again. Never mentioned the 6.01 fee and honestly I didn’t look. Most people don’t.
Now back to 6/1/23 I asked when this new insurance policy began because the only information I could find on the ATT site was this increase would start as of Feb 24 2022. The agent looked over my account and said I added the insurance after that date. When I explained that on their website I can see my bills and every bill from dec 2021 to sept 2022 has this charge. I also have my insurance email from when I added the insurance in store. I was told they can’t see that. I offered to email the proof of insurance with the date of 12/8/21 when I purchased the phone they said they could not receive emails. Now after 6 hours of being tossed back and fourth with ATT and insurance and nobody being able to provide a date between 11/14/21 and 12/8/21 when this policy would have gone into affect. 13 employees including supervisor could not find a company policy change and show me proof of this change in 2021. I was able to see all other policy changes even the last increase in 2019 of the insurance on ATTs site. At this point i couldn’t believe that nobody had this answer. At this point I’m tired of explaining this and going around in circles. When the supervisor came on the line I asked how long have you been a supervisor he said since 2019. I said perfect when did the insurance policy increase take affect. He said Feb 24 2022. I said and any phone added before that should have been grandfathered in to the old policy price of 8.99. He said that was correct. I then asked why 2 phones I purchased in nov and dec of 2021 have different insurance charges. He then tried to tell me different phones have different insurance. I said they were the exact same phone. He told me to hold while he spoke to his manager. At one point he came back and asked what I wanted. I said I want to know the date of this policy change in 2021 that I’m paying for. He admitted he could not find anything other then the Feb 24 2022 change that is on the website. He then said this is an insurance issue. I explained how I’d already spoken to them and they claim it’s a billing issue. I then said ATT sends me my bill. When I purchased the phone it was through ATT. The insurance price increasing isn’t my issue. My issue is that I was charged for this increase before the policy date and nobody can explain why. So while the insurance company may have upped there prices you have a contract with them as well and I pay ATT. I simply wanted to know what day these new prices went into affect. This charge was added on and I’m sure many people have missed it. I was credited 150 for 2 years of being charged 6.01. I can only imagine how many other customers have missed this.