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Contributor

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1 Message

Mon, Jul 21, 2014 2:00 PM

Changing Plans Madness

 I am writing for the community and to received a response from corporate.  In a nutshell, everytime, I change my plan, something unforseen  occurs.  Back in December I was given incorrect information when I changed to Moble Value from Family Share and was placed back on Family Share when ATT saw that they had given me misinformation.  They owned their mistake but it took hours on the phone to explain it to them.

 

The current issue is that I upgraded my wife's phone on March 8. Now I know that If I had up graded it about month earlier (2/2/2014) I would have been elibable for a 10 GB plan in June at 175.00.  But now that plan will cost me instead, 200.00.  The frustrating part of this is that this phone had qualified for a full upgrade in December 2012!  When I told the supervisor this, she understood my frustration but her hands were apparently tied.

 

ATT says that they reward the customers who have been around longer by better pricing options.  But in this case, waiting one month priced us out of a better plan, the Moble Value 10GB plan which would have been 175.00 with five phones but will cost me instead 200.00.  If only I knew these pending changes, I would have upgraded this phone earlier. 

 

On the other end, if I had upgraded my phone two days later, on March 10, I would not have been eligable for the pricing I have now on the 2 GB plan.  In this regard, I was lucky.  But on the other hand, it becomes impossible to make logical decisions when plans change so quickly and rules are put into place months later about something I did months earlier.

 

This is not keeping it simple!  Pricing options and plans are changing so rapidly that Reps often do not know of these changes or misquote them. 

 

A supervisor at ATT was unable to place me on the 10 GB plan for 175.00 although I could upgraded that line at the end of 2012.  She was unable to give me a credit.  The computer will not allow it!  What have we come to as a society when computer programming determines that actions we take and real people cannot make decisions in cases like these??

 

 

Responses

ms_unicorn

Former Employee

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4.9K Messages

6 years ago

Hello, Jerryrubin!

 

Thanks for posting. I'm sorry to hear about all the confusion regarding the terms for upgrading a line on a Mobile Share Value Plan. We would be happy to review your account and discuss some options, so please click here to send us a private message.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other questions or concerns.

 

-Mariana

21stNow

Professor

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2.7K Messages

6 years ago

If AT&T established guidelines in order to effectively serve ~100 million customers, why should they bend the rules for you?  If you had upgraded 5 weeks earlier, you would have fallen under different guidelines.  AT&T didn't stop you from upgrading 5 weeks earlier, so that was your choice regardless of what information you had at the time. 

 

What if someone upgraded on March 15th and wanted what you want, should he get it?  What about March 20th?  Where would these "exceptions" end?

 

Then, you are glad when a cut-off benefits you according to your statement regarding the pricing for the 2GB plan changing on March 10th.  It sounds like you want everything your way without understanding that guidelines have to be in place in order for AT&T to have a chance at offering consistent customer service.

Contributor

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2 Messages

6 years ago

I upgraded in the appropriate window and am being incorrectly charged. So please explain how that works

kdfederer

ACE - Expert

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12.2K Messages

6 years ago


@almsvats wrote:

I upgraded in the appropriate window and am being incorrectly charged. So please explain how that works


It depends on which data plan you are on. Only the higher data plans allowed the discount with phones still in contract. If you are not on one of the higher data plans, you will not get the discount until your phone line is out of contract.

If you are on the higher data plan and not getting the discount, contact customer service.

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