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Mon, Jul 21, 2014 6:16 PM

Mystery upgrade fee and the AT&T runaround!

I am writing today to express my disappointment with hidden fees and AT&T Mobility. I initially called the AT&T wireless service on June 27th regarding an unknown charge ($72) on my account.

On May 12th, my wife and I upgraded our cell phones to the iPhone 5 at an AT&T affiliate. At that time, we were not told of any additional upgrade fee(s) beyond the purchase price of the new phones. On June 27th I called AT&T customer service with a concern about the added fees on the bill. I was told by the first representative that AT&T could credit one fee ($36), but not the other fee (also $36). I asked to speak with a supervisor and I was put on hold. I spoke with another individual who told me the fees were part of the upgrade process so that consumers could get a discounted phone. I told the supervisor that I was not informed of the additional cost at the time of purchase, so as the customer I felt that it was an unfair charge. After much deliberation, this representative told me that the next level supervisor would call me back within ten minutes to speak with me further. After 30 minutes of waiting, I called customer service back. Needless to say, I was frustrated about having to initiate the call. During this conversation I was told that neither fee could be credited back to my phone bill. I mentioned that a previous representative had offered a partial credit. This supervisor told me that was not possible because it was a legitimate fee. Again I explained that I was never informed of such a fee at the time of purchase. I asked to speak to yet another supervisor to remedy the situation. I was told that there were no more managers in the building and a higher level supervisor would call me on Saturday afternoon.

On June 28th, I received a call from the next level supervisor. He proceeded to tell me that no credits were available on this upgrade fee. I told him I had been offered a partial credit previously. However, he told me that AT&T could not offer such a credit. I told him that it seemed as if I was being given inconsistent information about the credit (one representative says one thing and the next says something else). He also mentioned that nowhere in the computer account notes did he see any offers of a credit, which made me feel like he was calling me a liar. That’s not good customer service. I also asked this manager (Jozalo, #RSPP452 ?) to possibly replay the calls, since they are oftentimes recorded according to AT&T. He told me that only a few are ever recorded. Again after much deliberation, I was told that in order to speak to the next manager (an area manager) they would have to call me back within 48 hours. Needless to say, I never got a callback.

I have since paid the $72 to avoid any late fees. However, I don’t feel this issue is resolved in any way. AT&T should be more forthcoming with additional fees (including educating the affiliates, Best Buy) to avoid unknown charges to customers. Not only do I feel that I was wronged as a customer in good standing, but my poor treatment with regard to this issue has soured my opinion of AT&T (a company who I thought prided itself on customer service, J.D. Power and Associates consecutive winner). I trust this is not the way AT&T wishes to conduct business.

A Very Disappointed Customer

Responses

lizdance40

ACE - Sage

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79.4K Messages

6 years ago

When you purchased your new phones, you signed an itemized receipt, which came home in the bag with your new phones and boxes. It would have included all the fees, including the upgrade fee which all carriers have included for several years.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
MicCheck

ACE - Expert

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9.1K Messages

6 years ago


@MobileBrett wrote:
I am writing today to express my disappointment with hidden fees and AT&T Mobility. I initially called the AT&T wireless service on June 27th regarding an unknown charge ($72) on my account.

On May 12th, my wife and I upgraded our cell phones to the iPhone 5 at an AT&T affiliate. At that time, we were not told of any additional upgrade fee(s) beyond the purchase price of the new phones. On June 27th I called AT&T customer service with a concern about the added fees on the bill. I was told by the first representative that AT&T could credit one fee ($36), but not the other fee (also $36). I asked to speak with a supervisor and I was put on hold. I spoke with another individual who told me the fees were part of the upgrade process so that consumers could get a discounted phone. I told the supervisor that I was not informed of the additional cost at the time of purchase, so as the customer I felt that it was an unfair charge. After much deliberation, this representative told me that the next level supervisor would call me back within ten minutes to speak with me further. After 30 minutes of waiting, I called customer service back. Needless to say, I was frustrated about having to initiate the call. During this conversation I was told that neither fee could be credited back to my phone bill. I mentioned that a previous representative had offered a partial credit. This supervisor told me that was not possible because it was a legitimate fee. Again I explained that I was never informed of such a fee at the time of purchase. I asked to speak to yet another supervisor to remedy the situation. I was told that there were no more managers in the building and a higher level supervisor would call me on Saturday afternoon.

On June 28th, I received a call from the next level supervisor. He proceeded to tell me that no credits were available on this upgrade fee. I told him I had been offered a partial credit previously. However, he told me that AT&T could not offer such a credit. I told him that it seemed as if I was being given inconsistent information about the credit (one representative says one thing and the next says something else). He also mentioned that nowhere in the computer account notes did he see any offers of a credit, which made me feel like he was calling me a liar. That’s not good customer service. I also asked this manager (Jozalo, #RSPP452 ?) to possibly replay the calls, since they are oftentimes recorded according to AT&T. He told me that only a few are ever recorded. Again after much deliberation, I was told that in order to speak to the next manager (an area manager) they would have to call me back within 48 hours. Needless to say, I never got a callback.

I have since paid the $72 to avoid any late fees. However, I don’t feel this issue is resolved in any way. AT&T should be more forthcoming with additional fees (including educating the affiliates, Best Buy) to avoid unknown charges to customers. Not only do I feel that I was wronged as a customer in good standing, but my poor treatment with regard to this issue has soured my opinion of AT&T (a company who I thought prided itself on customer service, J.D. Power and Associates consecutive winner). I trust this is not the way AT&T wishes to conduct business.

A Very Disappointed Customer

Did you contact management at the Best Buy location you went to about your concerns?

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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