AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover min

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AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover min

I have been a loyal customer since 2007. I have had AT&T's unlimited data plan on my iPhones since 2007.

 

Well that all changed in May of 2013, unbeknownst to me! In May, AT&T took away my FamilyTalk Nation 1400 with Rollover minutes plan and arbitrarily enrolled my family in their 10GB shared data plan. We were not notified and we were not asked if we approved the change. We had about 7,500 banked rollover minutes.

 

My phone is 1 of 4 on the family account. I had the original iphone in 2007 and have been with AT&T ever since because of the awesome $30 a month grandfathered unlimited data plan. To save money on minutes and texting, I moved my phone over to my family's shared plan about 2 years ago. I was able to keep my $30 a month unlimited data.

 

Well in May, AT&T changed our plans and we didn't know. Had I been monitoring the bill, I would have likely caught this change. However, my parents were the ones paying the bill, and I would just send them my share every month. I received some weird text messages in the last few weeks saying I was getting close to my data limit. Hmmm, data limit? But I have unlimited data? That's when I went online, checked the bill, and saw what happened.

 

I called AT&T, asked why the plan was changed. They claimed my sister made the change....I spoke to my family, including my sister, and no one had authorized the change. And since the monthly bill only increased by about $30 a month, my parents didnt bat an eyelash or ask questions when the plan changed.

 

But we had a GREAT plan that was right for us, 7500 banked rollover minutes, and unlimited data for me. All that was taken away. AT&T says that since we didn't speak up within 90 days of the change, they cannot change it back.

 

This is RIDICULOUS AT&T and I cannot believe this is how you treat loyal customers. Now we have an unlimited talk and text plan (which we don't need at all... we don't use that many phone minutes or texts... that's why we had banked 7500 rollover minutes you genuises!!) and a data plan with a cap at 10GB when before, I had UNLIMITED data.

 

I am extremely mad that this happened. My family feels like we were slapped in the face.

 

We want our old plan back. We want what we had on May 1 2013: our FamilyTalk Nation 1400 Rollover plan with our 7500 banked rollover minutes that we are entitled to, and my unlimited data plan for $30... because it was taken from us without our consent.

 

If we cannot get our old plan back, the first chance we get once we are off contract for all of our phones, we are leaving AT&T and taking our business elsewhere.

 

Has anyone had their plan taken from them without their knowledge? Lost rollover minutes? Been stripped of their unlimited data plan?

 

 


 

Message 1 of 65 (11,923 Views)
Employee

Re: AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover

[ Edited ]

Hey JDom2,

 

That really sounds like an rough situation.

You're right, it doesn't make sense for AT&T to spontaneously change plans. Unless your account gets flagged for unusual usage, or needing help with billing reminders, a representative doesnt even open your account. It takes a representative to manually make some of the changes to your account, or of course of could do it yourself by logging into the webite.

 

So ultimately a representative, either in store, or on the phone had to do it, while talking to someone. I personally can't remember a specific day or call  8 months ago, and it doesnt surprise me that your sister might not either.

 

The new plan comes with unlimited Talk and Text. Rollover minutes are temporary minutes that fall off after a year and only get used if you go over your US voice usage. With unlimited, that's a moot point.

 

AT&T starts sending text messages when you hit 65%. If this is the first time in months, you've used more than 6.5 gb, then this plan would've sounded amazing at the time. No conscientious rep would have reccomended make a change like that, unless your usage showed your usage showed you would have fit pretty comfortabled under 10gb.

 

I might reccomend you check more what's changed in the last 8 months that your usage has been escalated. The sad thing is, customers who aren't used to paying a care to what they do on the phone, often leaves apps open unecasserily long period, or won't connect to wifi despite the faster speeds, or other things that are just generally a good idea for not just data, but general battery life and system speed.

 

It's more just unfortuanate, whoever, perhaps your sister who was on the call when the change happened hadn't told you. Even if there was a misunderstanding, maybe she didn't understanding unlimited Talk/Text 10gb meant that was going to be the new data plan, instead of in addition to, if she mentioned it, then maybe you could've checked on it sooner.

 

Reps usually are able to go back 60 days to fix bill issues, without clear documenatation. An overide from a supervisor, might let them go back an extra month, Sounds likes the representatives already engaged to see what's available, to just make sure you were getting all the support possible.

 

If you really want to triple check if there' something someone can do, then of course feel free to contact

Community SupportATTCustomerCare to send a private message. I imagine, the rep who was originally involved in the conversation would have made explicitly clear that the old plans would not be available, and since your sister was authorized to make changes, (by virtue of being able to verify your account information). I'm sure it seemed like a good idea at the time though

 

-Alex

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 2 of 65 (11,168 Views)
Community Manager

Re: AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover

[ Edited ]

Hello @JDom2 

 

I apologize for your negative experience with a plan change and any confusion. loganic explained some good points, and gave a good advice, you can send our team a private message and we'll and be happy to review your account and go over your options with 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.

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 3 of 65 (11,158 Views)
Contributor

They just did it to me about a month ago... I'm going to...

[ Edited ]

They just did it to me about a month ago... they changed my plan without my consent.. And they're saying I called in to authorize it but AT&T won't even let me listen to the recorded call.. They know they're lying so I'm canceling all 4 of my phones!

 

[Legal discussions are not permitted per the Guidelines]

Message 4 of 65 (10,583 Views)
Contributor

Re: AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover

JDom2,

 

Same thing happened here, almost exact same story that you posted.  They said that in May of '14, we logged on to the site and changed our plan to the 10GB family plan.  Totally bogus.  Why would we change our unlimited data plan that we have had since 2008 and opt for a capped plan at 10GB.  It makes no sense at all.  I'm really not happy with them right now.  The customer service team totally treated me like I didn't matter and actually told me that I need to change my password because someone at my house changed our plan.  The last gentleman that I spoke with was apologetic and actually treated me decent, but still no really solution was given to me.  I feel like we were robbed of something good and we can never get it back.

 

This happend to one of friends a couple of years ago.  I feel like they are trying to purge the grandfathered customers and rip them of their unlimited plans.

 

 

What did they offer to you to fix the problem?  Have you found others that this has happened to?

Message 5 of 65 (10,068 Views)
Contributor

Re: AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover

My daughter and I both have Unlimited Data Plans and every time I speak to some one from ATT, regardless of reason they are always trying to get me to switch as well, many times misrepresenting the features and costs of the plan they are pushing to replace my plan...I always decline and say we will never give up our Unlimited Data Plan.
I just tried to order a new iPhone6 online at both Apple and ATT yesterday at 3AM EST and no where was there an option to buy for an existing Unlimited Data Plan customer...an oversight, NO WAY! VERY POOR CUSTOMER SERVICE? YOU BET! If you wanted to order you had to select a fixed data plan...I did not fall for that and instead went to an ATT store at 9AM (as instructed by an ATT rep after waiting over an hour on the phone) and now my phone is scheduled to ship 10/31-11/11...so much for being a good loyal customer and getting up early so I could get my phone when it first comes out...
Thanks ATT...for nothing!
Message 6 of 65 (10,038 Views)
Contributor

Same thing happened to me. In July I was happy to see I c...

Same thing happened to me. In July I was happy to see I could now tether my iPad wich I couldn't previously do, due to my unlimited data contract. Soon after I was receving emails that my data was almost used up. Same thing I'm hearing from others is what happened to my family. They claim we changed the plan from unlimited to 10gb data plan. My dad called AT&T to figure out what was going on called and the manager said there was nothing they can do because it had been so many months ago that our plan was changed. We have been with at&t since they bought out PAC bell. I've had unlimited data plan since iPhone 3G was released. Sad they would rather have the $20 then keep loyal customers for 20+years. Not to mention I upgraded to iphone 6 plus and they are adding another $25/month for my data plan unless I buy the phone out right or step up to the next plan. I'm pretty sure it said nothing about that when I pre-ordered.
Message 7 of 65 (9,960 Views)
Contributor

Re: AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover

The same thing just happened to me.  I got a text today saying we were at 65% usage.  I logged on to discover that my plan "changed" just shy of 2 months ago.  I know that we did not change the plan because we would not have changed from the rollover minute bank and unlimited data that we had on 2 phones, and we keep all of the electronic notices that come as a result of any changes to our plan even minor ones.  Though nice enough, the customer service rep indicated that 'someone' had logged into the account and made the change, and suggested we change the password.  This is not likely since we have a 2nd secure password on the account that only two people know, and often this has kept one of us who forgets it from even making a phone call about the account.  What was offered is that the account will be reviewed, it is possible to restore it (I suppose given what is found on review), and that we will receive a followup starting in 12 days until it is addressed.  Waiting to see and I'll repost about my experience one way or another.  

Message 8 of 65 (9,630 Views)
Contributor

Re: AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover

Frustrated and disappointed to report same issue. Have insisted on keeping my unlimited data plan since switching to AT&T from Verizon when the iPhones came out. Why would I give up the unlimited (grandfathered) plan?! All transactions always done in person at the AT&T store, not online, and I am the only user on the account with 3 phones (daughter & husband do not have access to change account in any way). Reviewed account tonight, looking forward to my 2-yr contract ending & upgrade eligiblity for iPhone 6 coming up in Nov 2014: STUNNED to see my plan (and daughter's) was changed to 3GB cap without my consent or knowledge.

 

A couple of hours spent on the phone tonight, a total of four reps. "Specialist" rep submitting my case. She reiterated AT&T's commitment to customer satisfaction. I will report back and post outcome. Hope my loyalty and money paid over the years to AT&T proves to be worthwhile.

Message 9 of 65 (9,530 Views)
Contributor

Re: AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover

Following up that the service representative DID make good on his promise to call me back, on the day that he promised to call me.  Also, before he called, AT&T had already restored my plan exactly as we had it before the changes.  He took the time to make sure that all my questions were answered and doublechecked a few features for me.  He was also one of the most cordial and helpful service reps that I have talked with in a long time from any company.  So AT&T gets a huge kudos from me for it's customer service provided.  

Message 10 of 65 (9,371 Views)
Contributor

Re: AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover

Just discovered that AT&T did this to us as well. I have had unlimited data on 2 of my lines since 2007 and another since 2009. We were never given notice and I have called and been put on hold to never have anyone return to the line 5 times!!!! WHere is the customer service? I have been a customer of this company since 1993 (Called LA Cellular then) and this is how they want to treat me? I will happily take my business elsewhere! I believe Sprint is offering a buyout to switch.

Message 11 of 65 (9,232 Views)
Community Manager

Re: AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover

 

Hello @ralo66 

 

Our team will be happy to look into this issue for you and help with whatever we can! Please send us a private message by clicking here. Please include your full name, phone number, account 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.

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 12 of 65 (9,198 Views)
Contributor

Re: AT&T Changed My Plan without my consent, took away my Unlimited Data Plan and 7500 rollover

Follow up on my post of Sept 26, 2014. Received a canned/automated email reply that my unlimited data on 2 lines had been removed/changed due to "changed features" back in 2012 - too late to "change back". I have 3 phones on my account - mine is the primary. When I upgrade, my daughter/husband "inherit" the previous phones. Each time we have done this has been IN PERSON at an AT&T store (which is no longer there!). Each time I have insisted I wanted to keep the unlimited data - for my line and subsequently for my daughter's line (she is a college student). The only cap we placed was 2mb on my husband's line. I switched to the Mobile Share plan from the Family Share plan by phone after discovering the unapproved change removing our unlimited data plans in order to "cut my losses" and start paying less, in preparation for finding a new carrier. Still unwilling to accept that AT&T is treating my account this way, I called AGAIN in response to the automated email "sorry" to the "special case" submission. Phone rep Daniel G. said he would open a new case and was texting me the new case # - "give it 10 minutes or so to reach you". Also assured me he would call me back no later than Friday 10/10 or Monday 10/11. I NEVER received the text, he DID NOT call me back as promised. I think the strategy is to frustrate the customer with lack of response or difficulty in hopes they (customer) will eventually give up. I have been a customer since AT&T first offered the iPhones (switched from Verizon). I also have my home line bundled and have been paying for that line + wireless for a number of years. VERY UNHAPPY with these unauthorized "changes" that were buried in a customer service agreement sent as a link attachment in an email AFTER transactions and sales reps in the store assured me that our data plans were as I requested. I trusted the in-person transactions!! The unlimited data plan on my [primary] line and on my daughter's line were REMOVED without my consent or knowledge. The customer service in response to addressing this issue has been dismal. Lots of other options out there. My contract ends next month, my husband's ends in December. I think we are through with AT&T. Extremely frustrated and disppointed.

Message 13 of 65 (9,183 Views)
Contributor

This has also happened to me. About two years ago, my son...

This has also happened to me. About two years ago, my son was getting the "usage" message. I immediately called AT&T. I explained that we had the unlimited data plan and was told that when we upgraded our phones our plans changed because they no longer carried an unlimited plan. I did not authorize this change! I wanot my original plan back! In addition to the changed data plan, I had also lost my rollover minutes. I was finally given back minutes but it took too many phone calls that took way to long. I recently KNOWINGLY changed my plan so that I may cancel at anytime. That day is drawing near. I recently called AT&T because I had gotten texts stating that we had reached our limit and they had added 1G for an extra $15. At the time I received the 3rd message I called because I received a message within about 2 hours stating that G was almost gone too! They said my phone was the phone using all the data. No way. I was at work, my apps were all turned off. The rep I spoke with was unhelpful and could care less about my complaint and told me that it was time to think about changing my data plan! I have been dinged another $15 too. I feel ripped off and feel ashamed to say that I was a loyal customer for over 10 years. This company does not deserve our business.
Message 14 of 65 (9,051 Views)
Contributor

Re: This has also happened to me. About two years ago, my son...

[ Edited ]

The same happened to me. Discovered by looking at the paper bill of my wife today, that our bill had suddenly trippled. From 47.69 for 450 minutes and unlimited data. To a plan with 450 minutes, 3GB of data and overage charges. All this without any consent. Spend 1 hours with an agent today and asked to talk to a supervisor. She claimed they are busy. Waited for the supervisor. Got never available. She promised that the supervisor will call back. Nobody called back.

Based on the postings here it seems to be a systemic issue. Can we have a [Edited to comply with Guidelines]

 

Message 15 of 65 (8,917 Views)
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