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Bogus Upgrade Fee
I have been with AT&T since 2015 when I bought a Galaxy S6; so clearly that phone has been paid for years ago. Earlier this July (2019) my phone died - motherboard gone. I had no choice but to buy a new phone. I received my first bill and notice I've been charged a $30 upgrade fee. I called and spoke w/ three customer service people, none of which could explain why I had an upgrade fee, they just kept saying over and over again that it's a legitimate charge. The only understanding I could get was that - I, A LOYAL AND LONG TERM CUSTOMER - am being charged for the privilege of being able to buy a $900 phone from AT&T and continue to pay a monthly bill. I'm not on contract - I didn't receive a new phone for free as part of some promotional deal. Its not as if I could have purchased a phone equivalent to my 2015 Samsung. Any device would be an upgrade but how in any way have you as a business upgraded my service? I want this waived, its bad customer relations. When its time to replace the phones of my family members...we will take our business elsewhere for no additional bogus fees. You could at least be honest up front; I had to wait for my bill to know this was even a thing.