12-15-2013 11:24 PM
Several months ago my daughters both wanted to upgrade to smartphones. I inquired about the smart limits option and was told that was not an option for smartphones, that was in July. I foolishly got them smartphones when they promised to be responsible. Well, that did not happen. I made several calls to customer care regarding limiting their data usage and was told "they just need not to go over there data plan" I even called in to find out what the ETF for their lines would be and customer care told me the amount but gave me no options to assist me. I then called back the other day inquiring how the ETF (early termaination fee) would be billed. It was at that time the rep suggested smart limits, I explained I had been told it doesn't work for smartphones, and the reply was it recently changed and can be added to smartphones. I did some investigating and found out the change occurred during the summer, but my local ATT salesperson could not remember the date the change rolled out. I then called customer care and spoke with a rep, then a supervisor who then transferred me to another rep, who told me that a rerate wouldn't help me since the next data level is 5gb for$50, which is what my 3gb plan with 2 gb of overage cost me. I asked him what date the change occurred and was rudely told " that is propriatary in nature we don't share that information with our customers" I then inquired how I would email someone one about this issue and was rudely told there is no way to email AT&T. And low and behold there is no way to email them from what I can find on the site, only option is Live chat or I have to mail them my complaint, which I hesitate to do because I have no way of knowing when and if the letter is received, it's a PO BOX # you have to write to. ANy suggestions. My daughters have incurred almost $500.00 in overages in 3.5 months. and the ETF are over $600. I have now added the smart limits, but feel that ATT intentionally withheld the info about smartlimits for smartphones until I called seriously inquiring about ending my service. If I had known from the get go, I would have put the smart limits on their lines and not have incurred all these overages. I know with smart limits and a smartphone there may still be some overages due to the time of day ATT calculates data usage, but 10-20/month in overages I can deal with not 140/month I have been paying. Up until this occurred I have been happy with my service, but after this I am very dissatisfied and I hate to call 611 because I have encountered the most rude reps and supervisors I have ever had to deal with.
12-20-2013 1:02 PM
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