Misled about cost of wireless plan and stuck with fee
I wanted to be able to bring my home phone (landline bundled with internet: UVERSE) between our two homes. We have had an internet phone before, so I knew that it was possible to get something like this. The representative asked how much I was paying currently. I explained that we had a UVERSE bundle for about $85/month. She told me that I could get a wireless phone for the same price I was currently paying. Now, that sounded to me like I would get a mobile handset for my landline, but would still only cost me at total of $85/month. My monthly minute usage on that line was about 20 minutes. I already have a wireless phone with T-Mobile, and just wanted to be able to move the phone between two locations. I didn't want or need a "wireless" plan. I think that I communicated that fact pretty clearly.
After having the new iPhone SE for two days, I received an email telling me that I could get free HBO for life with my wireless service. That's when I started doubting that the deal that I got was what I thought it was. It didn't take long with the second representative to figure out that they had broken my UVERSE bundle up and moved my home phone to a separate wireless account that would cost $85/monthly. The second rep said, "wireless and UVERSE accounts are separate, they couldn't have bundled this together." That is definitely not what I was told at the time I was "hooked" into buying it.
After quickly cancelling the account and returning the phone, I called in to make sure that the phone had been received and to explain the situation to make sure that the blame was understood to be placed on the representative who misled me into opening a wireless account. I was told that the phone had been received and the bill (for $425!!) would be removed. Today I got an email (the first one of its kind) telling me that the payment of $102 on my account was past due and was in danger of being sent to a collection agency.
I called in again and talked to the loyalty department who told me that there was nothing that could be done about the charges. It must be illegal to mislead a customer into a purchase they don't need and then to charge them a fee to correct the "mistake" that was made. Just cancel the account and remove the fees. Stop acting like the mafia and insisting that I have to pay for the crimes that you commit.