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Poor Customer Service

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Poor Customer Service

I am a 10+ year AT&T customer.

 
A few weeks ago my iPhone died.  I went to an AT&T store and they told me to wait a couple weeks until the new iPhone comes out and the prices drop on current iPhones.  Good advice and they sold me an inexpensive pre-paid phone to cover the couple weeks.
 
A couple weeks go by and I go buy an iPhone X.  Everything goes well until I get an email from AT&T stating what my next bill and recurring future bills would be.  A big surprise - the taxes and fees are going to double !
 
I go to the AT&T store and am told they can't help me - call AT&T billing.  I insist on talking to the rep that sold me the phone.  He said that the info in the email was probably wrong and I should wait for the next bill.  I then called AT&T billing while in the store.  The initial phone rep was unhelpful - it was obvious she couldn't answer my questions.  I asked for a supervisor.  She then said the same thing as the store rep - that the email was probably wrong and I should wait for the next bill.
 
What is the point in sending false info to a customer?  Overall, this has been a bad experience with AT&T customer service.
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Message 1 of 5
Administrator

Re: Poor Customer Service

Hi, @s1a2f3,

 

We understand your frustration at not being informed about changes in fees and taxes by the sales agent at the store. Taxes are set by your local, state, and federal government so the agent may not have been aware of any changes. Our fees also change irregularly and may not have received word of the rise when you first came through.

 

If you need an explanation or more information about the taxes and fees, please let us know.

 

James, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 5
Contributor

Re: Poor Customer Service

James,
Let me clarify.  My gripe is with an email I received from AT&T after replacing my phone.
As background, my phone died and I replaced it on my AT&T plan that has 3 phones.  Nothing else changed except adding a monthly installment for the new phone.
However, the email I received from AT&T said that in future monthly bills, the taxes and fees for the 3 lines would increase from about $20/month to $52/month.  This cannot be attributed to tax changes - its just too dramatic a change in one month.  Not to mention it also occurring at the same time I made the phone change.
In fact, when I talked to the sales person and the AT&T billing supervisor (Stephanie), they both said that the tax and fee info in the email was probably wrong and I should wait for my next bill to see the real tax and fee charges.
This is my problem - why would AT&T send me an email with projected future tax and fee charges that is obviously wrong.
I have been an AT&T customer for a long time - I find this whole experience to be frustrating and that AT&T should do better to correctly inform its customers. 
Message 3 of 5
Administrator
Solution
Accepted by Administrator (Administrator)
Accepted by davidbk
‎09-25-2018 11:03 AM

Re: Poor Customer Service

Hello @s1a2f3,

 

We completely understand how frustrating an increase in your wireless bill can be. We apply taxes, surcharges, and fees to your AT&T wireless service based on rates determined by federal, state, and local laws. You can Learn more about taxes, surcharges, and fees here. The email that you received is an estimate for your next bill. We recommend that you wait for the next bill to appear on your account. You can then Learn how to find bill changes on your service summary here. Let us know if you have any further questions or concerns.

 

Sean, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 4 of 5
ACE - Sage

Re: Poor Customer Service

@s1a2f3

Upgrading your phone has no effect whatsoever on tax and fees.  Your taxes are calculated only on the line fee, which would still be $20

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
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*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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