Complaint - billing
Hi, I contacted AT&T over the phone on Feb 02 when I learned they had a promotion going on for family plans that are on 10GB or more share plan for $160 for 4 lines. I spoke with a rep (I have name and ID #s of everyone I spoke with) who upgraded the account so my bill will be no more $135 with my corporate discount. Then I asked how much it would be to add another line and he told me it would be additional $15 and said there wouldn’t be any extras and the total with the new line would be around $155. So I added a line and ordered my phone over the phone. I received it on February 06 so that is when I called AT&T and got my phone activated thru the automated system. My bill since I updated has been around $270 every month. I called several times and the rep told me they would update to reflect $15 instead of $40 and there were other extra charges they promised me they would remove. But every month, I would end up with extra charges. I called and spoke with a manager who told me she can cancel that line for me, but cannot give me that line for $15 so I said fine cancel it, but make sure I do not get charge for the early termination fee. She cancelled and told me I would have to pay about $500 for early termination. I told her I would not pay for it because it was not my fault that their rep did not tell me that the phone line would be $40. She transferred me to General Manager Eric who was extremely rude and kept repeating himself that I signed a contract with AT&T. I told him there is no paperwork or recorded line where I signed the contract for $40 and also I did not want to cancel the line if I have to pay about $500 for early termination. He said the special promotion ended on Feb 03 and I should’ve known. I don’t understand how I am responsible of knowing that when their rep quoted me the price of $15. Anyways, he promised me he would listen to the recorded call between the rep and I on Feb 02 within 3 days. It has been over 3 weeks but no one has returned my calls. I am very frustrated and do not want to call back because it takes away over 2 hours of my time and it is waste of energy to get transferred around. I know T-Mobil pays for early termination fees for AT&T customers so I will switching over but the only pay for up to $250 so I want to get refunded for the $500 somehow. But importantly I want my voice to be heard so everyone know what they will be dealing with. I have been with AT&T for over 6 years, but mostly disappointed with the customer service.