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Misleading information when i got new service

Tutor

Misleading information when i got new service

I just opened a new account with 2 lines come to find out it is costing me money than what I was originally told. my first line is 85.00 my second is 45.00 plus 20.00 a piece for line usage plus my monthly payment of 23.97 on each phone.  I had no idea there was going to be the extra 40.00 for line usage. So my bill was going to be 180.00 something plus taxes and surcharges (also wasn't allowed to use my 8% discount on the choice plus plan) not interested in watching HBO etc on my device all I wanted was to be able to call, text, Facebook and browse the web. to make it a little cheaper I switched to 3gb well that was all used up in one day, so they offered me 6gb and now it is almost gone. so I am stuck with paying for 2 new iphones my bill running almost 200.00 I have no data left this is totally useless to me.  What really is crazy I was on a prepaid plan for 45.00 a month and never ever ran out of data. I have chatted 3 different times with agents and all information should be on my account, but each time I have to repeat myself.  The agents should be held responsible for the information that is misleading to the consumer, I am paying all this money to AT&T and I have no use for the phone or service, it is doing me no-good. So I am stuck with a service I really won't be able to afford now. 

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Message 1 of 12
Administrator

Re: Misleading information when i got new service

Hello @kbaltzer,


Thank you for reaching out to inform us of your concerns.  Any billing issue is a hassle and can be problematic, especially if you were under the impression of a different price.  We can look into this for you as well the type of plan you have!


I appreciate the very detailed report you have provided.  Our data plans do come with a data access fee per line in order for the device to share the data plan.  I will be able to look into the available options for you and see what will be the best option available.  Please send me a private message @ATTCares in order for me to better assist and investigate your concern for you.


I appreciate the opportunity to help you!


Adam, AT&T Community Specialist


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Message 2 of 12
Tutor

Re: Misleading information when i got new service

I had talked to an agent every day for a week and each time I was told something different. I was misled on what my service was going to cost and actually what it was. My phone # ***. My last name is spelled incorrectly on the account I asked for that to be corrected and it still comes up Blazer not ***. I’m hoping someone can help me with the problems I am experiencing with my bill. I just don’t believe there should be sales people representing AT&T if they have the incorrect information and very misleading. Thank you for your time.

[Edited for privacy. This is a public forum. 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.]

Message 3 of 12
ACE - Expert

Re: Misleading information when i got new service

@kbaltzer

The plans are published online for all to see

There is a one time activation fee.

unlimited Choice is $115, ($20 for each phone number/line access and $85 for plan, less $10 auto pay and paperless discount)

plus the cost of phones, $24 each, total before tax is $165, not $200

 

 

(The following is included after all posts to save typing) We are customers too, NOT employees. Our answers 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.
*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.
Message 4 of 12
Tutor

Re: Misleading information when i got new service

My payments on my phones one is 16.60 the other 24.73 last person told me my total bill with everything just at 150.00 I’m supposed to of gotten 6 gb for the price of 3 then offered 10 without a price raise.
Message 5 of 12
ACE - Expert

Re: Misleading information when i got new service

All the price details are in your My ATT account, have you looked at it?

line fees are $20 each, plus installments, data plan and taxes.  

Priced with a 6 gig plan $150 is about right.   Unlimited Choice is only $15 more a month.  

 

(The following is included after all posts to save typing) We are customers too, NOT employees. Our answers 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.
*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.
Message 6 of 12
Administrator

Re: Re: Misleading information when i got new service

Hello @kbaltzer,  


I appreciate you providing further details for your concern!  All this information will definitely help me to do the proper research which is needed.  I do invite you to send me a private message @ATTCares so I will be able to help you out further with these billing concerns!


I look forward to your response!


Adam, AT&T Community Specialist


Need help?
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.
Employee Contributor*
*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 7 of 12
Tutor

Re: Misleading information when i got new service

That’s the reason I have spoken to customer service about my plan, I need to know what I have. I’m suppose to have 6 gb for the price of 3.
Message 8 of 12
Administrator

Re: Re: Misleading information when i got new service

Hello @kbaltzer,


I appreciate you responding back!   


We can definitely look into your account for you and verify the type of plan.  Due to the sensitive information about your account, we will need you to respond back with a private message by clicking here.  Once we receive your private message, we will be able to go over the full details for you.


I will await for your reply!


Adam, AT&T Community Specialist


Need help?
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.
Employee Contributor*
*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 9 of 12
Tutor

Re: Re: Misleading information when i got new service

I had the same thing happen to me.  The store quoted me a price, my first bill was incorrect.  I chatted with at&t, the chat person confirmed the price the store told me.  My bill was never corrected, despite talking to 3 different people.  They offered me some kind of credit for a few months, but the problem was never actually acknowledged or solved.  The store quoted me the wrong price for my plan, but there is nothing I can do about it.  My advice is if you go to a store to buy a phone, do not take their word for how much the plan will cost - call customer service on your own and get the quote. 

Message 10 of 12
ACE - Expert

Re: Re: Misleading information when i got new service

@court6

Neither store employees, online, or chat CSR’s are consistently correct.  Make 3 different contacts, get 3 different answers.

Since the only prices honored are on the website, read the website.  Then ask questions on the forum. (Because the people that write wouldn’t know plain English if it bit them)   I’ve seen every possible combination of wrong information, especially with the unlimited data plan.

   Cellular employees are sales people.  They have quotas to fill and we are just fresh meat on the barbie.  Watch your own butts.

 

(The following is included after all posts to save typing) We are customers too, NOT employees. Our answers 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.
*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.
Message 11 of 12
ACE - Expert

Re: Re: Misleading information when i got new service

I will second what @lizdance40 said. The plans and prices are on the website for all to see. How and why reps get it wrong baffles me but I’ve never seen a complaint from a customer saying their bill didn’t match what the website showed.

*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.
Message 12 of 12
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