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Posted Jul 30, 2013
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poor AT&T Wireless policy - 4th line deposit
Edited by ATTDmitriyCM on Oct 8, 2013 at 2:46:10 PM
AT&T has a lousy policy all need to be aware of. If you add a fourth cell phone line, even if you have perfect credit, they will charge you a $455 deposit.
I had lines with Verizon and moved 3 over to AT&T (one had a few months left on the contract - as confirmed by AT&T at the store). At the time I moved the 3 lines over, they DID NOT tell me about the fourth line policy above. A few months later, I went into the store to move my wife's line (4th) over, they hit me with the deposit concept FOR THE FIRST TIME.
I tried to deal with this forum via private message - (after promising to call one day, they called back 2 days later after a second message) and they basically repeated the policy. The store manager (Perimeter Mall area - Atlanta) did not call me back either.
Just poor customer service. They would not allow me to return the phones either - because 14 days had past since the first 3 phones were activated.THis is despite the fact that they KNEW I wanted to add a fourth phone in May when I activated the first 3 phones.
Spread the word - AT&T Wireless does not want me as a customer - beware!!
AT&T has a lousy policy all need to be aware of. If you add a fourth cell phone line, even if you have perfect credit, they will charge you a $455 deposit.
I had lines with Verizon and moved 3 over to AT&T (one had a few months left on the contract - as confirmed by AT&T at the store). At the time I moved the 3 lines over, they DID NOT tell me about the fourth line policy above. A few months later, I went into the store to move my wife's line (4th) over, they hit me with the deposit concept FOR THE FIRST TIME.
I tried to deal with this forum via private message - (after promising to call one day, they called back 2 days later after a second message) and they basically repeated the policy. The store manager (Perimeter Mall area - Atlanta) did not call me back either.
Just poor customer service. They would not allow me to return the phones either - because 14 days had past since the first 3 phones were activated.THis is despite the fact that they KNEW I wanted to add a fourth phone in May when I activated the first 3 phones.
Spread the word - AT&T Wireless does not want me as a customer - beware!!

poor AT&T Wireless policy - 4th line deposit

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Jul 30, 2013 8:32:30 AM
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Edited by ATTDmitriyCM on Oct 8, 2013 at 2:24:58 PM

Hello retlawpdw, thank you for posting and welcome to the forum!

 

I apologize the policy wasn't explained to you at the time of purchase, I can definitely see how frustrating it can be now. This policy has been in place for a long time and applies to all customers. It exist to prevent/reduce fraud, which unfortunately is a problem these days. There are couple of things I want to add:

1. If you decide to pay a deposit, you won't lose your money, you'll get it right back after 12 months of interrupted service.

2. After 150 days from opening an account and with good payment history, this deposit requirement will be removed from your account, it might make financial sense to wait in some cases.

 

Please feel free to reach out to me with any questions.

 

Thanks,

Dmitriy.

 

 


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Hello retlawpdw, thank you for posting and welcome to the forum!

 

I apologize the policy wasn't explained to you at the time of purchase, I can definitely see how frustrating it can be now. This policy has been in place for a long time and applies to all customers. It exist to prevent/reduce fraud, which unfortunately is a problem these days. There are couple of things I want to add:

1. If you decide to pay a deposit, you won't lose your money, you'll get it right back after 12 months of interrupted service.

2. After 150 days from opening an account and with good payment history, this deposit requirement will be removed from your account, it might make financial sense to wait in some cases.

 

Please feel free to reach out to me with any questions.

 

Thanks,

Dmitriy.

 

 


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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.
*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.

Re: poor AT&T Wireless policy

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Jul 30, 2013 11:26:09 AM
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The deposit is possible on any line, even the first one. I have 6 lines on my account, at one point even had 7 and never paid a deposit. Just depends on the credit results. 

 

Plus, there are some states where ATT must pay you interest on the deposit. After 6 months of service with ATT, when they do a credit check, they include your payment history with ATT. I've never been suspended, I started out with 2 lines when my credit score was pretty good. After my divorce my credit score dropped to the 500's i think, but was able to add 3 more lines with no deposit. Now I have 6 lines with no deposit. 

The deposit is possible on any line, even the first one. I have 6 lines on my account, at one point even had 7 and never paid a deposit. Just depends on the credit results. 

 

Plus, there are some states where ATT must pay you interest on the deposit. After 6 months of service with ATT, when they do a credit check, they include your payment history with ATT. I've never been suspended, I started out with 2 lines when my credit score was pretty good. After my divorce my credit score dropped to the 500's i think, but was able to add 3 more lines with no deposit. Now I have 6 lines with no deposit. 

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Jul 30, 2013 12:12:45 PM
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I've never paid a deposit, and I just recently added a fourth line.

I've never paid a deposit, and I just recently added a fourth line.

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Oct 8, 2013 1:58:10 PM
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see my post today. AT&T lied to my wife and now she will never be an AT&T customer. the 150 days was not honored - told 1 year today. If I could get myself and my 2 kids out of your deceptive contract - I would.

 

I will report this to the FCC and FTC - unfortunately there websites are closed today due to govt shutdown.

see my post today. AT&T lied to my wife and now she will never be an AT&T customer. the 150 days was not honored - told 1 year today. If I could get myself and my 2 kids out of your deceptive contract - I would.

 

I will report this to the FCC and FTC - unfortunately there websites are closed today due to govt shutdown.

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Oct 8, 2013 2:45:19 PM
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Edited by ATTDmitriyCM on Oct 8, 2013 at 2:47:01 PM

Hello retlawpdw

 

The policy is still 150 days from activation. I apologize, but I don't know why you were told 1 year. Since this is an account specific issue, we can have a social media manager review it for you and contact you directly for further assistance. We already have your contact information, let me know if you want us to open a new case for you.

 

Thank You,

Dmitriy


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Hello retlawpdw

 

The policy is still 150 days from activation. I apologize, but I don't know why you were told 1 year. Since this is an account specific issue, we can have a social media manager review it for you and contact you directly for further assistance. We already have your contact information, let me know if you want us to open a new case for you.

 

Thank You,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

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.
*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.

Re: poor AT&T Wireless policy

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Jan 4, 2014 10:08:29 AM
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Any way Dmitriy can contact me, trying to resolve a 4th line issue without beginning legal action. Trying to reach att by email. Guess there is no server with enough storage to handle the amount of complaint emails you would get.

Paul
Any way Dmitriy can contact me, trying to resolve a 4th line issue without beginning legal action. Trying to reach att by email. Guess there is no server with enough storage to handle the amount of complaint emails you would get.

Paul

Re: poor AT&T Wireless policy - 4th line deposit

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Jan 4, 2014 11:18:25 AM
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Edited by wingrider01 on Jan 4, 2014 at 11:19:12 AM

chefario wrote:
Any way Dmitriy can contact me, trying to resolve a 4th line issue without beginning legal action. Trying to reach att by email. Guess there is no server with enough storage to handle the amount of complaint emails you would get.

Paul

I would recommend that you send a Private Message to Community Support is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST within 2 to 3 business days.

 

 

This will allow you to get a PM to the team that he works with

 


chefario wrote:
Any way Dmitriy can contact me, trying to resolve a 4th line issue without beginning legal action. Trying to reach att by email. Guess there is no server with enough storage to handle the amount of complaint emails you would get.

Paul

I would recommend that you send a Private Message to Community Support is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST within 2 to 3 business days.

 

 

This will allow you to get a PM to the team that he works with

 

Re: poor AT&T Wireless policy - 4th line deposit

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Jan 6, 2014 5:54:56 AM
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Hello @chefario , welcome to the forums and thank you for posting.

 

I apologize for the issue you're having with AT&T. Our team can help you with that, like Wingrider suggested, please send us a private message, please include your name, phone number and the best time you can be reached.

 

Thank you,

Dmitriy


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Hello @chefario , welcome to the forums and thank you for posting.

 

I apologize for the issue you're having with AT&T. Our team can help you with that, like Wingrider suggested, please send us a private message, please include your name, phone number and the best time you can be reached.

 

Thank you,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

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.
*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.

Re: poor AT&T Wireless policy - 4th line deposit

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Jan 13, 2014 10:28:10 AM
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Community Support

Hi chefario,

 

We received your private message, and one of our managers will be reaching out to you soon.

 

Thanks,

 

Jenn S.

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Follow us on: Twitter @ATTCustomerCare • FaceBook AT&T • YouTube AT&T

Hi chefario,

 

We received your private message, and one of our managers will be reaching out to you soon.

 

Thanks,

 

Jenn S.

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Follow us on: Twitter @ATTCustomerCare • FaceBook AT&T • YouTube AT&T

Re: poor AT&T Wireless policy - 4th line deposit

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Jan 23, 2014 12:03:08 PM
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I find it funny that the initial concern of this customer was never confronted. Why did AT&T not inform him of the deposit required when they had foreknowledge of his intent to add a fourth line and allow him to commit to a contract that he would regret causing bad reputation to be generated for the company. Another representation of poor customer service;, and lack of training, and understanding of policies by AT&T, and their representatives.
I find it funny that the initial concern of this customer was never confronted. Why did AT&T not inform him of the deposit required when they had foreknowledge of his intent to add a fourth line and allow him to commit to a contract that he would regret causing bad reputation to be generated for the company. Another representation of poor customer service;, and lack of training, and understanding of policies by AT&T, and their representatives.

Re: poor AT&T Wireless policy - 4th line deposit

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Jan 23, 2014 2:18:35 PM
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Ironsoul24 wrote:
I find it funny that the initial concern of this customer was never confronted. Why did AT&T not inform him of the deposit required when they had foreknowledge of his intent to add a fourth line and allow him to commit to a contract that he would regret causing bad reputation to be generated for the company. Another representation of poor customer service;, and lack of training, and understanding of policies by AT&T, and their representatives.

Curious - how do you know that ATT had foreknowledge of his intent to add a fourth line, when the attempt occurred a few months later? Statisticaly given the number of customers that att has then are probably millions of family plans that never go beyond 3


Ironsoul24 wrote:
I find it funny that the initial concern of this customer was never confronted. Why did AT&T not inform him of the deposit required when they had foreknowledge of his intent to add a fourth line and allow him to commit to a contract that he would regret causing bad reputation to be generated for the company. Another representation of poor customer service;, and lack of training, and understanding of policies by AT&T, and their representatives.

Curious - how do you know that ATT had foreknowledge of his intent to add a fourth line, when the attempt occurred a few months later? Statisticaly given the number of customers that att has then are probably millions of family plans that never go beyond 3

Re: poor AT&T Wireless policy - 4th line deposit

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Jan 23, 2014 6:06:08 PM
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Edited by Phil-101 on Jan 23, 2014 at 7:52:02 PM

It was stated it in the initial post that retlawpdw informed the representative about bringing another line in on top if the initial 3 in the near future, which by telling the rep this gave AT&T "foreknowledge". Please read ahead, for example the initial topic. Since retlawpdw was speaking to a representative of AT&T , which by being an employee selling AT&T products and services that person is a legal representative of the company, AT&T acquired "foreknowledge". Now about the statistics of many families not requiring more than three lines. How is that relevant to a person to person conversation in which the customer mentioned the fourth line coming. I sincerely doubt that any sales rep has that statistical knowledge in their heads at a time they are attempting to make a sale. That was a weak counterpoint...

 

[Please keep it courteous]

It was stated it in the initial post that retlawpdw informed the representative about bringing another line in on top if the initial 3 in the near future, which by telling the rep this gave AT&T "foreknowledge". Please read ahead, for example the initial topic. Since retlawpdw was speaking to a representative of AT&T , which by being an employee selling AT&T products and services that person is a legal representative of the company, AT&T acquired "foreknowledge". Now about the statistics of many families not requiring more than three lines. How is that relevant to a person to person conversation in which the customer mentioned the fourth line coming. I sincerely doubt that any sales rep has that statistical knowledge in their heads at a time they are attempting to make a sale. That was a weak counterpoint...

 

[Please keep it courteous]

Re: poor AT&T Wireless policy - 4th line deposit

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Jan 23, 2014 7:55:03 PM
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Dear Community Members,

This thread appears to be taking a different direction. Please avoid any personal attacks or criticism.

While we encourage debates and discussions, we would like it to be carried out in a climate of mutual respect.

Let's remember to stay on topic.

Thanks,

Phil-101
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Phil-101 • Community Moderator
Remember to always mark posts that resolved your issue with Accept as Solution.
You can even mark multiple posts in a single thread.
This will help other users find this information too!

Dear Community Members,

This thread appears to be taking a different direction. Please avoid any personal attacks or criticism.

While we encourage debates and discussions, we would like it to be carried out in a climate of mutual respect.

Let's remember to stay on topic.

Thanks,

Phil-101
Community Moderator

Phil-101 • Community Moderator
Remember to always mark posts that resolved your issue with Accept as Solution.
You can even mark multiple posts in a single thread.
This will help other users find this information too!

Re: poor AT&T Wireless policy - 4th line deposit

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Jan 24, 2014 6:02:05 AM
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Ironsoul24 wrote:

It was stated it in the initial post that retlawpdw informed the representative about bringing another line in on top if the initial 3 in the near future, which by telling the rep this gave AT&T "foreknowledge". Please read ahead, for example the initial topic. Since retlawpdw was speaking to a representative of AT&T , which by being an employee selling AT&T products and services that person is a legal representative of the company, AT&T acquired "foreknowledge". Now about the statistics of many families not requiring more than three lines. How is that relevant to a person to person conversation in which the customer mentioned the fourth line coming. I sincerely doubt that any sales rep has that statistical knowledge in their heads at a time they are attempting to make a sale. That was a weak counterpoint...

 

[Please keep it courteous]


But the answer to the OP's question is there is no standard policy as to when a deposit will be required and there is no way for the original rep to know when an additional line would trigger a deposit unless they actually processed the request for the additional line. Since the OP only said they intended to add a 4th line "in the future", there was no reason for the rep to process that request.


Ironsoul24 wrote:

It was stated it in the initial post that retlawpdw informed the representative about bringing another line in on top if the initial 3 in the near future, which by telling the rep this gave AT&T "foreknowledge". Please read ahead, for example the initial topic. Since retlawpdw was speaking to a representative of AT&T , which by being an employee selling AT&T products and services that person is a legal representative of the company, AT&T acquired "foreknowledge". Now about the statistics of many families not requiring more than three lines. How is that relevant to a person to person conversation in which the customer mentioned the fourth line coming. I sincerely doubt that any sales rep has that statistical knowledge in their heads at a time they are attempting to make a sale. That was a weak counterpoint...

 

[Please keep it courteous]


But the answer to the OP's question is there is no standard policy as to when a deposit will be required and there is no way for the original rep to know when an additional line would trigger a deposit unless they actually processed the request for the additional line. Since the OP only said they intended to add a 4th line "in the future", there was no reason for the rep to process that request.

Re: poor AT&T Wireless policy - 4th line deposit

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Jan 24, 2014 9:07:01 AM
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Ironsoul24 wrote:

It was stated it in the initial post that retlawpdw informed the representative about bringing another line in on top if the initial 3 in the near future, which by telling the rep this gave AT&T "foreknowledge". Please read ahead, for example the initial topic. Since retlawpdw was speaking to a representative of AT&T , which by being an employee selling AT&T products and services that person is a legal representative of the company, AT&T acquired "foreknowledge". Now about the statistics of many families not requiring more than three lines. How is that relevant to a person to person conversation in which the customer mentioned the fourth line coming. I sincerely doubt that any sales rep has that statistical knowledge in their heads at a time they are attempting to make a sale. That was a weak counterpoint...

 

[Please keep it courteous]


The sales rep acquired pre-knowledge of the line, unless it was noted in the end users record at that time the corporation may not have been "informed" of the intention of adding an additiona line. Even then for-knowledge of the intent to add another line will not orveride the requirement of a deposit on adding an additional line to the account. The requirement for a deposit is determined by requirements set forth at corporate level, not at the whim of a sales rep. A soft credit check was more then likely run at the time of the request.  I know, have had soft pings on my credit report when I added lines to my family plans since it was reported to me by the credit monitoring service I utilize. Suspect that is part of the add a new line software. Another point to ponder the OP also makes no reference to the payment history of the account, carriers will make a security depost required on a new line if there was history of late or deliwuent payment 

 

The statistics was just a background informational point to make a point that there is no pre-knowledge of the intent so unless it was documented there was no way to know. you assumed I was intending to show that the sales rep thought of this and it was no counter point intended with the sales rep in mind.


Ironsoul24 wrote:

It was stated it in the initial post that retlawpdw informed the representative about bringing another line in on top if the initial 3 in the near future, which by telling the rep this gave AT&T "foreknowledge". Please read ahead, for example the initial topic. Since retlawpdw was speaking to a representative of AT&T , which by being an employee selling AT&T products and services that person is a legal representative of the company, AT&T acquired "foreknowledge". Now about the statistics of many families not requiring more than three lines. How is that relevant to a person to person conversation in which the customer mentioned the fourth line coming. I sincerely doubt that any sales rep has that statistical knowledge in their heads at a time they are attempting to make a sale. That was a weak counterpoint...

 

[Please keep it courteous]


The sales rep acquired pre-knowledge of the line, unless it was noted in the end users record at that time the corporation may not have been "informed" of the intention of adding an additiona line. Even then for-knowledge of the intent to add another line will not orveride the requirement of a deposit on adding an additional line to the account. The requirement for a deposit is determined by requirements set forth at corporate level, not at the whim of a sales rep. A soft credit check was more then likely run at the time of the request.  I know, have had soft pings on my credit report when I added lines to my family plans since it was reported to me by the credit monitoring service I utilize. Suspect that is part of the add a new line software. Another point to ponder the OP also makes no reference to the payment history of the account, carriers will make a security depost required on a new line if there was history of late or deliwuent payment 

 

The statistics was just a background informational point to make a point that there is no pre-knowledge of the intent so unless it was documented there was no way to know. you assumed I was intending to show that the sales rep thought of this and it was no counter point intended with the sales rep in mind.

Re: poor AT&T Wireless policy - 4th line deposit

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Jan 24, 2014 2:46:02 PM
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Edited by loganic on Jan 24, 2014 at 2:52:37 PM

Hey,

It is a standard policy regarding the 4th lines, but like winged101 implied, it's not a common request. Especially in such a short period of time. Not may people necasserily have the money to get 4 new phones, and have the credit to to get the first 3  without a deposit.

 

Agents are reccomended not to do credit check on more lines than necassery, to avoid confusion or ordering issues. Since deposits are fluid and can change often, even after only a few months, they wouldn't want to set the wrong expectations, if things will end changing. So basically, if a representative wasn't conscientious of this seldom used rule, and hadn't run the credit check for a line he wasn't ordering right then, he wouldn't have come across this information otherwise.

 

If you really feel like you need to phone, service, get a gophone for the line until the 150 days are up.

-Alex

Hey,

It is a standard policy regarding the 4th lines, but like winged101 implied, it's not a common request. Especially in such a short period of time. Not may people necasserily have the money to get 4 new phones, and have the credit to to get the first 3  without a deposit.

 

Agents are reccomended not to do credit check on more lines than necassery, to avoid confusion or ordering issues. Since deposits are fluid and can change often, even after only a few months, they wouldn't want to set the wrong expectations, if things will end changing. So basically, if a representative wasn't conscientious of this seldom used rule, and hadn't run the credit check for a line he wasn't ordering right then, he wouldn't have come across this information otherwise.

 

If you really feel like you need to phone, service, get a gophone for the line until the 150 days are up.

-Alex

*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.
*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.

Re: poor AT&T Wireless policy - 4th line deposit

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Jul 27, 2014 11:47:02 PM
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ive went past 150 days they still wanting a deposit

ive went past 150 days they still wanting a deposit

Re: poor AT&T Wireless policy - 4th line deposit

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