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Tutor

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5 Messages

Friday, January 11th, 2019 10:34 AM

COMPLAINT! LIED TO ABOUT BILL AND CHANGING CELL PHONE PLAN

I live in CA.  AT&T lied to me about a cell phone plan change and I want to file a formal complaint. On 12/28/18, I checked my bill and I saw I had incurred $50+ in minute overage fees. I never received any notification from AT&T that this happened, so I called them and spoke with a rep named Ron. I told Ron that I’ve been a loyal, customer of over 20 years and this was outrageous. I mentioned to him that I’ve only gone over my minutes once in 2015 (when my dad died unexpectedly, and I had to make more calls that month that usual). During that time, AT&T never informed me of this and when I called, they erased the charges, and said I would receive notifications if I was going over my minutes in the future. They also said they’d escalate this issue to their technical team to find out why I never got any notifications of any minute overages and I’d be notified within 48 hours of their findings. They never got back to me with any findings and I just received an email that this case was closed. When I mentioned this to Ron on 12/28/18, he said he was unsure why this happened again. His solution was to switch me into a new $70 unlimited talk, text, and data plan. He said that my upcoming bill would look a bit weird due to the pro-rated fees and changes, but he assured me that I would not have a huge bill (only $70 not including the taxes and fees). Well, I just looked at my upcoming bill, which is due on 1/19/19 and it's $197.08! This is outrageous, so I called AT&T on 1/7/19 and spoke with Joseph (ID#JC307D). Joseph told me he would just give me $50 off my bill and I could break the payments up to make it more manageable. I told him that this was not the agreement when I spoke with Ron in December, and I was assured the bill would be $70 no including taxes and fees. Joseph said he would not honor that agreement. When I asked Joseph why I never received notification that my minutes were over on my plan he wasn’t sure why. I told him I had the same issue back in 2015 and there was an investigation into this, in where I never received the findings. I only was assured it would never happen again. Joseph said he was going to not offer me the $50 off my current bill and escalate this issue to their technical team and I would receive a call with their findings and decision about my bill no later than 1/9/19. I had offered to give Joseph the 2015 technical issue case number but he declined to take this information. Well it’s now 1/11/19 and this issue is still not resolved, I still have a bill that’s almost $200, when I was sold a plan that was supposed to be $70 not including taxes and fees. I am formally filing a complaint with AT&T regarding this matter. I was tricked into changing my long-term grandfathered plan under the guise it would not increase my upcoming bill. Now that didn’t happen. I called them in a timely manner and I was told it would be resolved by 1/9/19, and they would find out why this issue was not resolved when I initially complained about this in 2015. They are not doing this and what they are doing is extremely deceptive, especially to a customer that has been in excellent standing with them for over 20 years. 

ACE - Expert

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64.7K Messages

5 years ago

@Sugaboo This is a customer to customer forum, not customer support. Your complaint here is not “formal” and may not even get seen by ATT. File your complaint with the FCC or BBB. Just FYI, you were on a very old plan. Perhaps the plan they changed you to isn’t the right one for you but all current plans have unlimited minutes. I’m sure one of them will actually save you money. If you share what you had and what you were paying (include data plan and message plan charges) we can advise you which plan might work best for you.

ACE - Sage

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117K Messages

5 years ago

So you exceeded your limited minutes, and instead of saying oops, and paying the bill, you decided to make ATT eat the charges you legitimately ran up.  (Not that you will admit it’s a legit charge).  

A before and after for the bill and what you were paying for might be more impactful.   If you have 3 or 4 smartphones the new price is probably correct.  

 Keeping in mind ATT has the right to kick us off old plans if they wish.  

Tutor

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5 Messages

5 years ago

@lizdance40 you obviously are missing the gist of the complaint... You’re mentioning stuff that I never spoke about in my complaint. Not that it matters to you, but ATT already got back to me and reversed the charges. 

 

[Please keep it courteous]

Tutor

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5 Messages

5 years ago

@sandblaster Thank you for your response. ATT’s Office of the President just called me and corrected the issue by fixing the billing issue and profusely apologizing. Maybe they do read these forums. I appreciate your helpful response. 

 

 

Contributor

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4 Messages

5 years ago

Geez these people are crooks,I was so lied to as well.Was told if I changed companies I got free phone,300.00 later plus plan wound have been 20.00 cheaper,.WRONG ITS 30 .00 HIGHER PLUS OWE FOR JUNK PHONE

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