08-23-2013 10:52 PM
08-24-2013 5:28 AM - edited 08-24-2013 5:36 AM
I decided to switch from an iPhone to a galaxy S4 last month. I also decided to go ahead and just add a new line because I wanted a new local number but the option to go back to the old number if I ever needed to. So I added the line. Received my phone. Everything was fine. Got all my info transferred then I called customer service to deactivate the iPhone line. I have been through this process many times as I am a long time customer so I made absolutely positive to ask multiple times if the insurance and data plan were removed. The nice lady said yes each time. I said are you sure because I had another line with an iPhone and they did not remove the data and I had to call back. She assured me it was all removed.
I get my bill. It's crazy high. Like almost $100 higher than normal. Most of the charges pretty much make sense, but then I see it, the $30 data plan charge on the deactivated iPhone line. I sighed, shook my head, and emailed customer service. What ensued was one of the most absurd conversations I've ever been a participant in. AT&T wants me to:
Re-activate the line
Purchase a non-smart phone
Register it with that line
Make at least ONE phone call
Then and only then can the data plan be removed. Because somehow once your line is associated with an iPhone it cannot be changed in their system. My last email with customer service I confirmed this, it is IMPOSSIBLE to remove my data plan even though the iPhone is wiped and sold, the SIM card is not in use, and the line is deactivated.
I mean seriously??? How can they charge me for a data plan when it's impossible to use it. Not to mention I made absolutely sure to ask about this specific issue when I called. Yes it's only $30 a month, but I am on a limited income and am trying to lower my bills, failed at that.
Now I have to call back and go through the process of trying to find a manager or someone that can do whatever magic needs to happen, which means I have to put off taking my pain medication one morning so I'm ok enough to have a serious phone conversation.
if this was the first bill after you switched, the bill is pro-rated for both the old phone and the new phine, as far as the assumption that ones the line is associated with a iphone it can never be changed, that is incorrect, have switched between Iphones, windows mobile phones and android phones with the only issue of having to hcall in and reset the voicemail configuration between regular voice mail and visual voicemail
good starting point to understanding your bill is here
Plus you can;t make changes to a suspended line, besides a suspended line does not count down on the 2 year commitment, if you have 12 months left to go when you suspended the line, when it is reactivated you still have 12 months left
08-24-2013 11:31 AM
Hi there! I completely agree with everything, but just to add on..
If you have an online account at MyATT . You should really check on the Video Bill.
AT&T Mobility Video Bill is a personalized service allowing mobility customers to see their bill narrated in video format after a new activation or certain account changes. It will give you a detailed explanation of your bills so you can better understand what you're paying for and why.
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