Tutor
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4 Messages
FAN discount promised but NOT honored on AT&T unlimited plan
I was excited when AT&T offered the two unlimited plans on wireless service. I chatted with a customer care specialist on 02/27/2017 to enquire if I will be eligible for the FAN discount on the new plans. The response was affirmative (Reference Number:***).
I called in customer service to change over to unlimited plan on 03/02/2017 and again confirmed that I only intend to switch over if I will receive the FAN discount. The agent confirmed and we discussed the estimated charges to avoid any surprise later on. I could have changed plan online, however I chose to speak to an agent so that I can talk to a person and get this assurance.
I was surprised to see that there was no discount when I recieved my bill today. On calling to customer care, they denied honoring anh FAN discount, saying its not eligible. I cannot switch back to my old plan which was a promo plan and for the same amount of data I had earlier I would be paying very close to the unlimited rate. I have 8 lines in my plan and before this unlimited plan - I was on paying for 10 GBs, but getting 30 GBs data + 5GB bonus.
I feel cheated and this is my first post ever in an online community. I hope AT&T notices this.
[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
Gary L
ACE - Expert
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16.5K Messages
7 years ago
@sranjan I'd call back and ask for customer care and request the old plan back.
Can I ask what you were paying for the 35GB plan? and how much per line? I've never seen that configuration before.
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sranjan
Tutor
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4 Messages
7 years ago
This is what I was paying for the primary line. Additional $15 + tax for each of other 7 lines
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DeltaZebra
Tutor
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4 Messages
7 years ago
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
7 years ago
@DeltaZebra
except its in writing when the user clicks on there fan discount on my att that new unlimited plans dont get fan discounts except for military.
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DeltaZebra
Tutor
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4 Messages
7 years ago
I get that it's in writing somewhere. That's what detoured me from making the change..It's the fact this person was misinformed twice and made this change over the phone (where it should be recorded), not online, or in the store where they click on the T's and C's. I'd seek some sort of compensation and exception to go back to his retired plan. I understand the regular customer service rep can't do this but but there must be some higher manger, tier team, or executive that should have that power. I'm just giving out other ideas than only writing in this forum hoping customer service does something.
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formerlyknownas
ACE - Sage
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117.1K Messages
7 years ago
From what I understand, FAN discounts can be applied, but the terms on the plans will not allow discount on service as it did on previous plans. FAN discounts often allow waived fees or accessory discounts and these are the portion that is honored.
Yes, ATT needs to get its story straight and tell the customer CORRECTLY how it works.
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Jasonw3
Teacher
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12 Messages
7 years ago
I opened my bill today and noticed the same issue! My grandfathered unlimited plan had a FAN discount, but it disappeared under the "new" Unlimited Plus plan. I don't recall being notified, or acknowledging and accepting the change in terms that my plan was no longer eligible when I switched. It seems mildly deceptive on the part of AT&T and I knew something had to be fishy with the value proposition associated with the news plans.
I wonder how many others will soon discover this issue once they start receiving their first monthly bills.
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formerlyknownas
ACE - Sage
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117.1K Messages
7 years ago
It's in great big print verterans discount is offered. Verizon also excluded employee discounts.
This plan was only introduced to compete with Verizon.
https://www.att.com/plans/unlimited-data-plans.html
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Jumpinjetta
Tutor
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8 Messages
7 years ago
When I switched via the myAT&T app to the new plan the day it was launched it showed I would get my FAN discount but turns out that must have been a "glitch". Had I known I would not have switched. I know it says it now in the fine print but launch day it was all unclear on the promo materials online. Didn't clarify until the day after. I feel your pain.
#attfail
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
7 years ago
@Jumpinjetta
I switch on launch day and it show I was losing my discount on the totals page.
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