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JunxianJiang's profile

New Member

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2 Messages

Monday, April 4th, 2022 9:04 PM

ATT cost me extra money for three months!!

I had an ATT family unlimited plan every month with my parents. In December 2021, my parents travelled abroad, and there was no need to pay for their unlimited plans. So I called ATT customer service on Dec. 19. The agency said she could suspend those two plans, and I only have to pay 10 dollars each to keep the number. I said it sounded good, and I assumed that she had already changed my plan. 

HOWEVER, after three months, when I checked my bills yesterday, the bill remained at the original price! It shows the plans are suspended but cost the same expensive price! I called back the CS, and they said sorry, but it might be because I didn't say it that clear. ?? Did you guys just judge my expression ability? I know what I'm saying, and three months ago, I called you guys in my car and my wife was there. She was sure as well that I stated it very clear. 

So why did you guys cost me extra money but blame the fault on me???

Accepted Solution

Official Solution

ACE - Sage

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107.3K Messages

1 year ago

According to AT&T website they don't use reduced rate suspension unless there is a good reason for it. For example of somebody's in the hospital, somebody is in jail... military or other government deployment overseas

Not for travel.

SoloTX

ACE - New Member

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622 Messages

1 year ago

Sounds like a misunderstanding to me. Suspending lines doesn't change/lower the price of the line, just makes the line unusable. Suspending a line is essentially used to make sure someone isn't using it.

MicCheck

ACE - Expert

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13.2K Messages

1 year ago

With some of the old plans, the line charge is reduced to $10 while suspended. Since all the plans now are all-inclusive, that reduction doesn't apply. Yeah, the rep should have known that or at least should have double checked. At the same time, it's a minor mistake about something they probably have done less than a handful of times. 

At the end of the day you were going to pay for it, so the mistake really didn't cost you anything. 

New Member

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2 Messages

1 year ago

After I found out yesterday that the money I was trying to reduce didn't work out and I paid three months more than I expected, I did get a little angry, so I wrote this "bad-manner" post. Thank you so much for your very patient replies.

It is possible that the customer service person on the phone misunderstood me and caused this problem. But if I had checked my bill on time, maybe these extra charges would not have occurred.


Thank you all for explaining those to me. I appreciate it a lot!

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