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9 Messages

Thursday, November 1st, 2018 5:15 AM

BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

ATT Wireless has been automatically upgrading customer plan with extra charge without customer consent and notification. They "secret" had a pending plan to double our data (my wife and I) without our consent. About 2 months ago, I checked the account and see the pending plan changes. I contacted customer service via chat, complaining about the pending plan I did not make. I had to ask them to remove it because I did not want the plan and I did not change the plan. Yesterday, I checked my account and see there is about $13 extra in my current bill, I viewed the details, my plan was upgraded from 16GB to 32GB. I did not make the change of plan, ATT automatically did that even though I asked to remove it last time, and they did removed last time. I contact customer service and a supervisor told me "AT&T is giving back to all our existing customer who is being loyal with our Mobile Share Advantage plan. AT&T is doubling your data from 16gb to 32gb. For only an increase of $10." and "It seems that this system generated though and we do not have control on rate plan change." This issue need to be raised for everyone who uses ATT to be aware because if they do not check their account and have autopay, they may end up paying extra for thing that they do not authorize like in my case. Let say 100,000 customers have this problem it is equivalent to $1.3 million.

 

ATT, YOU CANNOT TAKE MORE MONEY FROM CUSTOMERS WITHOUT CONSENT.

 

I save the script of the chat between me and the supervisor.

ACE - Expert

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64.7K Messages

5 years ago


@zegnas11 wrote:

ME TOO. When the bill went up $10 called... apparently my $15GB dataplan now is $30GB (I hardly use 7 or 8 GB) and thats why $10 increase. Isn't that secret increase without telling and receiving consent????


@zegnas11 I guess you didn’t read the thread. ATT does not need your consent to change your plan but they are supposed to notify you. All of that is spelled out in the wireless agreement. If you go back and look at old bills before the increase, I bet you will see the notice there. A notice on your bill meets the notification requirement.

ACE - Expert

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14K Messages

5 years ago


@zegnas11 wrote:

ME TOO. When the bill went up $10 called... apparently my $15GB dataplan now is $30GB (I hardly use 7 or 8 GB) and thats why $10 increase. Isn't that secret increase without telling and receiving consent????


Almost everyone affected has mentioned they received an email and/or notification on their bill ("News You Can Use"). AT&T can change your pricing at anytime (and it's hardly a secret!). If you do not consent, you can find a different provider or change your plan. 

Contributor

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3 Messages

3 years ago

This has happened to me 3 times in the last 6 months.  Have spent HOURS on the phone trying to sort it out with customer support agents who either don't care to resolve, or don't know how to resolve, and both.  They send me from from dept to dept, it is absurd.  I'm going to the FCC.

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