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tg9656's profile

Contributor

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2 Messages

Saturday, November 1st, 2014 3:48 PM

My plan was changed without my knowledge! Now I pay more and get less service.

I was looking over my bill and noticed out of my four lines I have on my family plan one of them was not receiving my State discount. It was changed from the “Unlimited” plan to 3gb and now costs $5.00 more per month.

After an hour on the phone and three phone calls later I was told that my plan was changed when I added the Hot Spot up-grade for one week. (Needed it for a short work trip) Now I pay $5.00 per month MORE and LOST my UNLIMITED access down to 3GB access!

I spoke with a supervisor “Bryan” and explained to him had I know this I would not have changed obviously and he told me that DUE TO CUSTOMER SERVICE AND NOT KEEPING CUSTOMERS ON THE PHONE TOO LONG THEY DO NOT ALWAYS EXPLIN THE DETAILS! Further said I could have gone on line to get this informtion insinuating it was not their responsibility to expain the ramifications for adding services or making changes! He further said there was nothing he or anyone else at AT&T would do to correct it! I could talk to all the supervisors they have and that was that!  EXTREMELY NASTY PERSON! It was a recorded line so this will be easy to verify and will be now or at some point!

 

I feel this was done with out my knowledge and with malice on the part of AT&T! This was obviously done with the sole intent to raise my rates and deprive one of your oldest customers of the privilege of unlimited access!

I would like to be contacted and have this corrected before we have to go anyfurther.

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Master

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4.1K Messages

10 years ago


@tg9656 wrote:

I was looking over my bill and noticed out of my four lines I have on my family plan one of them was not receiving my State discount. It was changed from the “Unlimited” plan to 3gb and now costs $5.00 more per month.

After an hour on the phone and three phone calls later I was told that my plan was changed when I added the Hot Spot up-grade for one week. (Needed it for a short work trip) Now I pay $5.00 per month MORE and LOST my UNLIMITED access down to 3GB access!

I spoke with a supervisor “Bryan” and explained to him had I know this I would not have changed obviously and he told me that DUE TO CUSTOMER SERVICE AND NOT KEEPING CUSTOMERS ON THE PHONE TOO LONG THEY DO NOT ALWAYS EXPLIN THE DETAILS! Further said I could have gone on line to get this informtion insinuating it was not their responsibility to expain the ramifications for adding services or making changes! He further said there was nothing he or anyone else at AT&T would do to correct it! I could talk to all the supervisors they have and that was that!  EXTREMELY NASTY PERSON! It was a recorded line so this will be easy to verify and will be now or at some point!

 

I feel this was done with out my knowledge and with malice on the part of AT&T! This was obviously done with the sole intent to raise my rates and deprive one of your oldest customers of the privilege of unlimited access!

I would like to be contacted and have this corrected before we have to go anyfurther.

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]


For as long as I can remember (which goes back to the pre-iPhone days) the AT&T "Unlimited Smartphone Data" plan has never offered an option for tethering.  It would be too easy for someone to use their smartphoen data plan for their home PC internet service at a small fraction of the cost.  This is also the reason you had to call to switch your data plan so you could use tethering.  Since you called them, they rightfully so, assumed that you were aware that you needed to change your data plan to use tethering.  Why should they have to explain to you that the changes you requested would change your billing.  You requested the changes, without asking if there were any changes to your billing, so you are as much at fault as anyone else.  In my eyes, since you requested the change, you are responsible for billing for it as well, otherwise what's to stop someone from going to a car dealer and asking for tons of upgrades on a car and then refusing to pay for them because no one told them it would cost more?  If you hadn't requested the change to your data plan to add tethering, that might be another story, but you did request the change, so you did know about the change to your data plan ahead of time.  Will a police officer let you drive 60 mph in a school zone just because you didn't see the speed limit sign?  They will probably tell you "ignorance is no defense" (or something very similar).

 

I see no malice on AT&T's part.  I just see them enforcing the policies they've had in effect for about 4-5 years now, and that you agreed to when you activated your smartphone(s).  I just love how everyone assumes that "AT&T is out to get them"...

Former Community Manager

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10.4K Messages

10 years ago

 

Hello @tg9656 

 

I apologize for any confusion and issues with your plan. Our team will be happy to review your account and make sure you have the best plan for your needs. Please send us a private message by clicking here. Please include your full name, phone number, account number and the best time you can be reached.

 

Thank you,

Dmitriy

Contributor

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2 Messages

10 years ago

It has been resolved,

Thank you ...

Former Community Manager

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10.4K Messages

10 years ago

 

Great, thank you for letting us know!

 

Dmitriy

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