Very disappointed in AT&T
I am a woman in her late 60’s who has been a customer of AT&T for many, many years, which includes purchasing Iphone and Samsung cell phones for both me and my daughter. I have also purchased at least 2 or 3 personal Ipads for myself and I have your internet service, and have had Direct TV in the past. Overall, I have had a good experience with AT&T, and most times, I have had no major complaints. However, when I recently found out that I have been charged for a data line service for my Ipad for over 6 years that was not needed, it made my head spin, and I was very upset. Noting that I am a hard working woman, who just recently retired, but will need to go back to work soon, as I need the income in these trying times, this really hurt my heart.
To try to summarize this issue, I worked in Marietta, Georgia from 2015 through 2020. In May of 2017, I went to the AT&T store on Barrett Parkway, to buy another phone, and they had a promotion that if you buy a phone, you can get an Ipad 4th or 5th Generation for $99. So I brought a Samsung phone, and I got the Ipad for $99. However, the salesperson told me that I needed to buy a data line in order for me to be able to use my Ipad. So, fast forwarding to last week, when my daughter was considering buying the new Iphone 15, I gave her access to my account, so she could look at the offers available by AT&T. Once she looked into my account, she asked me why I had been paying for a data line for the Ipad, when 1) that Ipad was purchased in 2017 and paid off in 2019, even though it is still on my account, and 2), I have been paying for that line for over 6 years, and I have never used that Ipad as a phone, which was confirmed by “Mo and Bryan”, who I recently spoke with them when I called and asked why I was being charged for this service. After a 45 minute conversation, they confirmed everything that I said and were both very nice and understood my frustration, but could only offer me a $100 credit to my account. I was hoping that they would at least credit me half of my monies back, but that didn't happen. So, I was told that I should go into a AT&T store, and file a formal complaint, which I did today, only to be told that there was nothing that they could do now. More runaround!!!
So for the past 70+ months, I have been paying an extra $20+ a month for a data line that I never needed or used, which totaled over $1500. I was told that the salesperson was probably just working on his commission and, that I didn’t need a data line since f I only used my Ipad with my AT&T Wi-Fi service. I was also advised that in the future, I should never go into a store to buy a phone, because some of the sales people are not always “truthful”, especially if you are a novice who does not know a lot about how these new high tech devices work. What a terrible way for me to find this out, a senior female, who just wanted to buy a phone and Ipad, and has been a loyal customer for all these years.
My daughter originally called AT&T and asked why this was allowed to be a part of my bill for all these years, and the person she talked to told her “it’s the responsibility of the customer to know what she is paying for, so it’s not our fault”. WOW!!!
So, I am really considering leaving AT&T, because I feel that the $100 credit that they gave me was just a way to get me off of the phone. My daughter is now helping me look at other options, but I wanted to at least let others know what I experienced, and for other “people of a particular age” to have a young or more tech savvy relative or person review your plan, so that you don’t end up out of a lot of money, for nothing.
Thanks for letting me vent.