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AT&T changes your plan without notice and sends an incorrect new billing amount

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AT&T changes your plan without notice and sends an incorrect new billing amount

Been a long time AT&T customer and received an email today regarding my "account changes".  Went into my account to find out that my plan has been changed without my approval, and my new monthly bill amount is $60 more than it has been.  Additionally, since it's being done mid month, my upcoming bill will be essentially double of what I typically pay.  So, I call ATT customer service, and the woman tells me my plan's been discontinued and they moved me to a new plan but I get more data with it.  Wow?!  Oh...and the amount they notified me is incorrect.  She says ATT is aware that it's been distributing erroneous billing notices but hasn't fixed it.  I told her I wasn't interested in an increase in my monthly wireless bill.  Her solution was to tell my daughter to use less data so we could downgrade our plan, and then essentially pay what we've been paying all along...maybe $10 less per month.  So, as a thank you for being a long term ATT customer, I have the choice to limit my daughter's phone usage to keep paying what I've been paying, or upgrade to a higher data plan even though I've never gone over and don't need any extra data.  She then tried to educate me on how wifi works and that doesn't cost me anything.  Wow..a GREAT example of HORRIBLE CUSTOMER SERVICE.

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Message 1 of 73

Re: AT&T changes your plan without notice and sends an incorrect new billing amount

 Bottom line that everyone is missing is that per AT&T's own fine print is they are required to provide 30 days notice PRIOR to implementing a price change which in my case was. It provided.

They implemented the change 2 days into my billing cycle and then pro-rated to get additional funds from me.

I am not in agreement with the way they handled this whole change but a unmonitored and unregulated company does what they want. 

Message 46 of 73
ACE - Sage

Re: AT&T changes your plan without notice and sends an incorrect new billing amount


@Dictatemyname wrote:

 Bottom line that everyone is missing is that per AT&T's own fine print is they are required to provide 30 days notice PRIOR to implementing a price change which in my case was. It provided.

They implemented the change 2 days into my billing cycle and then pro-rated to get additional funds from me.

I am not in agreement with the way they handled this whole change but a unmonitored and unregulated company does what they want. 


People posted an email they got 2 months in advance.  Did you read all At&t email notices?

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies 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.
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*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 47 of 73
ACE - Expert

Re: AT&T changes your plan without notice and sends an incorrect new billing amount


@Dictatemyname wrote:

 Bottom line that everyone is missing is that per AT&T's own fine print is they are required to provide 30 days notice PRIOR to implementing a price change which in my case was. It provided.

They implemented the change 2 days into my billing cycle and then pro-rated to get additional funds from me.

I am not in agreement with the way they handled this whole change but a unmonitored and unregulated company does what they want. 


Look at your printed bill (or the PDF of your full bill) and check the "News You Can Use" section in your TWO bills prior to the change.

PLEASE let us know what you find OR what you don't find.

 

I'm guessing you'll find something like this (if you have Unlimited Choice):jKPMmgr.jpg

 

 

 

 

 

  • Rember the Golden Rule: Treat others how you would like to be treated.
  • Just because my answer does not solve your issue (or agree with you), it may still be correct information...
  • Stating a fact about how something works, is NOT taking sides, it's just stating a fact...
  • Information provided might not be for "you" only, it might be clarification for other community members.
  • This is the public AT&T Community Forum (not AT&T support), please do not post personal info.
  • When provided an answer, please click "Accept solution" which helps other people to find an answer more quickly.
The (very) fine print - This footer is at the bottom of all my posts, its particulars may, or may not, apply to you & your post.
Award for Community Excellence 2019 Achiever*
*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 48 of 73

Re: AT&T changes your plan without notice and sends an incorrect new billing amount

Thank but I review the fine print on the PDF EVERY  bill and it was not on mine.

Once again another inconsistency.

Message 49 of 73
ACE - Master

Re: AT&T changes your plan without notice and sends an incorrect new billing amount


@Dictatemyname wrote:

Thank but I review the fine print on the PDF EVERY  bill and it was not on mine.

Once again another inconsistency.


Have you since switched to another plan or carrier? If so, I think AT&T should make the adjustment, taking your word you didn't get the message. Of course, my opinion means little. 

 

If not, it doesn't matter. Getting the notice now didn't change anything, so there's no reason to think getting the notice a month or two ago would change anything. 

Award for Community Excellence 2019 Achiever*
*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 50 of 73
ACE - Expert

Re: AT&T changes your plan without notice and sends an incorrect new billing amount

@Dictatemyname  What plan are you on? (the name from your bill)

 

 

  • Rember the Golden Rule: Treat others how you would like to be treated.
  • Just because my answer does not solve your issue (or agree with you), it may still be correct information...
  • Stating a fact about how something works, is NOT taking sides, it's just stating a fact...
  • Information provided might not be for "you" only, it might be clarification for other community members.
  • This is the public AT&T Community Forum (not AT&T support), please do not post personal info.
  • When provided an answer, please click "Accept solution" which helps other people to find an answer more quickly.
The (very) fine print - This footer is at the bottom of all my posts, its particulars may, or may not, apply to you & your post.
Award for Community Excellence 2019 Achiever*
*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 51 of 73

Re: AT&T changes your plan without notice and sends an incorrect new billing amount

Gary,

It was choice 1 which was changed to Choice 2 by AT&T and the only documentation I received was a email AFTER they made the change.

I have my documentation all in order for my formal  complaint as well as all phone calls to " customer service".

I will pursue the matter pursuant to the arbitration clause which is very well documented by AT&T.

Have a good day.

Message 52 of 73
ACE - Master

Re: AT&T changes your plan without notice and sends an incorrect new billing amount


@Dictatemyname wrote:

Gary,

It was choice 1 which was changed to Choice 2 by AT&T and the only documentation I received was a email AFTER they made the change.

I have my documentation all in order for my formal  complaint as well as all phone calls to " customer service".

I will pursue the matter pursuant to the arbitration clause which is very well documented by AT&T.

Have a good day.


What outcome from arbitration are you hoping for? AT&T to retroactively send you an email prior to the change? Unless someone invents a time machine soon, I don't think that will happen. AT&T to decide that they don't want to increase the price after all? I don't think an arbitrator has that much power, nor will that be seen as a reasonable solution. 

 

As I alluded to above, you should focus on what you can do (i.e. change plans or carriers) instead of being upset about what AT&T did or didn't do. You can control you; you can't control AT&T. 

Award for Community Excellence 2019 Achiever*
*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 53 of 73
ACE - Expert

Re: AT&T changes your plan without notice and sends an incorrect new billing amount


@Dictatemyname wrote:

It was choice 1 which was changed to Choice 2 by AT&T and the only documentation I received was a email AFTER they made the change.

I have my documentation all in order for my formal  complaint as well as all phone calls to " customer service".

I will pursue the matter pursuant to the arbitration clause which is very well documented by AT&T.


So they "fix" it for you and then what?  Properly send you the notification and switch you a month after you get the notification?

 

 

 

  • Rember the Golden Rule: Treat others how you would like to be treated.
  • Just because my answer does not solve your issue (or agree with you), it may still be correct information...
  • Stating a fact about how something works, is NOT taking sides, it's just stating a fact...
  • Information provided might not be for "you" only, it might be clarification for other community members.
  • This is the public AT&T Community Forum (not AT&T support), please do not post personal info.
  • When provided an answer, please click "Accept solution" which helps other people to find an answer more quickly.
The (very) fine print - This footer is at the bottom of all my posts, its particulars may, or may not, apply to you & your post.
Award for Community Excellence 2019 Achiever*
*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 54 of 73
Contributor

Re: AT&T changes your plan without notice and sends an incorrect new billing amount

Not happy? Report it to FCC!!!

Message 55 of 73
Contributor

Re: AT&T changes your plan without notice and sends an incorrect new billing amount

Report your complaint to the FCC. This has happened before and the more complaint made the better so the FCC can look into this again. 

Message 56 of 73

Re: AT

Already have thank you.
Arbitration also filed.
Message 57 of 73
ACE - Master

Re: AT


@Dictatemyname wrote:
Already have thank you.
Arbitration also filed.

Again, what outcome are you hoping for? I can't see any circumstance where this will be worth your time and effort. .

 

 

Especially since you've chosen arbitration, where the arbitrator will probably stick to the signed agreement you made. At least if you'd chosen to deal with AT&T through a BBB or FCC complaint, you might get someone willing to give you more than you deserve just to be nice. 

Award for Community Excellence 2019 Achiever*
*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 58 of 73
ACE - Expert

Re: AT


@MicCheck wrote:

@Dictatemyname wrote:
Already have thank you.
Arbitration also filed.

Again, what outcome are you hoping for? I can't see any circumstance where this will be worth your time and effort. .

 

 

Especially since you've chosen arbitration, where the arbitrator will probably stick to the signed agreement you made. At least if you'd chosen to deal with AT&T through a BBB or FCC complaint, you might get someone willing to give you more than you deserve just to be nice. 


Once the person gets the upfront costs they have to do they normally realize arbitration is a bad idea.  I have went thru it and it takes a min 18 months.

Award for Community Excellence 2019 Achiever*
*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 59 of 73

Re: AT

Give it up please.
Obvious you are not getting the point and fully support how AT&T handled
the issue.

It was not done correctly legally and it is obvious I am not the only one
that feels this way.

They need to follow proper business practices and their own legal
documentation.

I would like them to follow the above.

That is ALL I am looking for.

Have a great day and AT&T thanks you for supporting them so throughly.
Message 60 of 73
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