C

New Member

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3 Messages

Sun, Jul 25, 2021 10:17 PM

AT&T deceptive billing

Back in Nov 2020, I took AT&T up on their offer, trade in my iPhone XS with a credit of up to $700 on a new iPhone 12.

3 things I failed to notice:

1. They only credited me $245 and never paid it back to me or credit on my monthly bill

2. They (the company rep at a company store) changed my account to a 5 line account, giving me a reduced monthly rate - I failed to notice this. Now my rate has jumped to $45 a month per line (3)

3. My "monthly credit" of $26 a month for the new phone mysteriously stopped back in March; their customer service rep on the phone had no idea why.

ACE - Sage

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97.5K Messages

1 y ago

You can still find the offer on AT&T website. Go to att.com and look up the iPhone 12 and read all of the long list of detailed requirements to receive credit on your old phone.

1.   Explain why this and 3. Contradict each other?

2.  One of the requirements for this deal is that you be on an unlimited data plan. Did you have five lines on a metered or capped, or limited data plan?   If yes, you had to be changed to unlimited.   Didn't have 5 lines?  How many?  

New Member

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3 Messages

1 y ago

I was already on an unlimited data plan (still am) and I never had 5 lines, 3 phone lines + 1 iPad line.

When I visited the store (now a authorized retailer) the same person that messed with my account could not explain why he changed it - to me, that's either a slick way of increasing his commission or os some form of new math, either way not very transparent or honest, IMHO. 

In speaking with their CS agent (611), they admitted "their" mistake regarding the 5 lines, something I should have caught before leaving the store. They also stated they would credit my account the 245 trade in from my iPhone XS and credit me the $26 for each month since March 1st; they had no explanation as to why I was no longer getting it.

I'll wait and see on my next billing if they straighten it out with the credits, otherwise I'm leaving, after 20 yrs.....

(edited)

ACE - Sage

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97.5K Messages

1 y ago

Clearly, this is not something at&t did.

Does this store where you did business have the words authorized retailer anywhere on the storefront signage, door, side of the building? You might want to reconsider where you do business because this was not a requirement that a new line be added to take part in this promotion. So it was somebody in the store that did something hinky.

New Member

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3 Messages

1 y ago

Agreed

This location was previously a "company" store, now a "authorized retailer".

I'll give them the benefit of the doubt to credit me and admit their wrongdoing or find another carrier that will pay me to leave them.

To me, money is not the driving factor (I do like to save) but honesty and integrity in business dealings.

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