Disappointed Loyal Customer
First of all, I'm not angry, and this post shouldn't be read in that way.
When changing my plan a few months back, I looked at the new unlimited talk/text plans offered on the website, and after seeing that my bill would only increase from about $130 a month to about $160 a month (before taxes & fees), I decided to call customer service and change. I was assured by the representative (I asked him to clarify several times) that my I would be billed around $160 a month. Since that time, my bills have been $263.79, $262.02, $346.19, & $273.28. I understand the current bill, and that I have an extra $35 per month for the iPhone 5s. I have, in the past, had mostly good experiences with AT&T Wireless, and the customer service provided. In this instance, I feel that in the push to get people on these new plans, some deceptive practices were used. I don't want to give my money to a company that tricks people into obligation. My bill, based on what I was lead to believe, by what is clearly stated on your website, and by what your customer service employee assured me, my bill should be somewhere in the $205 range before taxes and fees. I have already cancelled 2 of the lines, effective 08/14/2014, and unless $40 is adjusted from my monthly bill ($15 for the main line that I wasn’t told about, and is not clearly explained in any literature previous to being billed, and $25 for the secondary line that I also wasn’t told about, and is not clearly explained in any literature previous to being billed), going forward, then I will cancel all other lines and give my money to someone else.
This isn't a threat of cancellation. I understand that the requested adjustment is probably not going to happen. I just want to illustrate and emphasize how incredibly disappointed and frustrated I am by this. As a customer of such a large company, it's the only recourse I have, when I feel like I've been wronged in such an apparently egregious way.
Also, I’m not going to call back into customer service again, and have them read my bill to me, exactly as it is stated online, like that is somehow an explanation of the bill. I can read. Also, when I call, I’m essentially getting “We aren’t going to do anything for you”, and no explanation as to why the expectations of what my bill will be are not clearly explained anywhere, or any offer of real assistance, or any attempt to right a perceived wrong. All I get is an attempt to placate, and patronizing responses.
I'm not interested in arguing these statements, but I would be happy to discuss the matter with any customer service supervisor, or higher authority, by email.