Mislead by AT&T phone rep when accepting "free phone" promotion
In March, 2023 I responded to an ad offering a free phone in exchange for staying with AT&T for 3 years and trading in an old phone. Deal was phone would be billed in 36 monthly increments, with a credit matching the billed amount. Result would be, after 36 months, phone would be free. What the rep DIDN'T mention was a requirement to upgrade to an Unlimited Plan. In fact, I specifically asked if I could retain my plan and the answer was "yes". I sent the old phone as instructed and it was acknowledged as received. Why not upgrade you ask? Because the Unlimited plan is about $70+ more than my existing plan. $70 x 36 months is over $2500 - what a deal for a "free" phone.
Fast forward to May 2023 and I get a bill for over $229 (my old bill as $165). Apparently, they changed my plan (without permission or notification) to an Unlimited AND removed the monthly phone price credit. After 2 hours and 7 reps (and getting disconnected 3 times), I finally got to the Retention dept (or whatever it's called). The rep there supposedly checked the records and offered to restore my old account terms and a credit for the over billing. The credit arrived, but now in June, I have a bill for $289!!! This means that A) the initial sales rep lied and B) Retention rep lied about making things right, but also admitted that the sales rep was wrong, and credited my account for the previous two bills' overages. That is an admission of guilt. It's also recorded, unless of course, the recording mysteriously disappears.
Today, June 25, I spent 4 hrs 39 minutes, most of it on hold, waiting for a supervisor, who ultimately told me "tough luck, you should have read the terms and conditions more closely". Really? Your sales rep outright lied, misrepresenting the requirements, and you hide behind small print? And you change my plan with no notice or permission? And you are charging me full price for the phone on top of it? And the previous rep admitted the mistake and promised to restore my previous plan terms?
Time for a letter to the BBB, FCC, and state Atty General.