poor AT&T Wireless policy - 4th line deposit

Contributor

poor AT&T Wireless policy - 4th line deposit

[ Edited ]
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!!
Message 1 of 18 (5,100 Views)
Community Manager

Re: poor AT&T Wireless policy

[ Edited ]

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.

 

 


Rethink Possible


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Message 2 of 18 (5,075 Views)
Guru

Re: poor AT&T Wireless policy

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. 

Message 3 of 18 (5,043 Views)
Professor

Re: poor AT&T Wireless policy

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

Message 4 of 18 (5,040 Views)
Contributor

Re: poor AT&T Wireless policy

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.

Message 5 of 18 (4,909 Views)
Highlighted
Community Manager

Re: poor AT&T Wireless policy

[ Edited ]

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


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Message 6 of 18 (4,892 Views)
Contributor

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

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
Message 7 of 18 (4,599 Views)
Expert

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

[ Edited ]

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

 

Message 8 of 18 (4,589 Views)
Community Manager

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

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


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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.
Message 9 of 18 (4,527 Views)
Community Support

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

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?  Post a new question here on the forums by clicking the "Ask a Question" button. We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

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Message 10 of 18 (4,474 Views)
Teacher

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

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.
Message 11 of 18 (4,379 Views)
Expert

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


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

Message 12 of 18 (4,362 Views)
Teacher

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

[ Edited ]

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]

Message 13 of 18 (4,351 Views)
Moderator

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

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Message 14 of 18 (4,340 Views)
ACE - Master

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


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.

*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 15 of 18 (4,317 Views)
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