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BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

ATT Wireless has been automatically upgrading customer plan with extra charge without customer consent and notification. They "secret" had a pending plan to double our data (my wife and I) without our consent. About 2 months ago, I checked the account and see the pending plan changes. I contacted customer service via chat, complaining about the pending plan I did not make. I had to ask them to remove it because I did not want the plan and I did not change the plan. Yesterday, I checked my account and see there is about $13 extra in my current bill, I viewed the details, my plan was upgraded from 16GB to 32GB. I did not make the change of plan, ATT automatically did that even though I asked to remove it last time, and they did removed last time. I contact customer service and a supervisor told me "AT&T is giving back to all our existing customer who is being loyal with our Mobile Share Advantage plan. AT&T is doubling your data from 16gb to 32gb. For only an increase of $10." and "It seems that this system generated though and we do not have control on rate plan change." This issue need to be raised for everyone who uses ATT to be aware because if they do not check their account and have autopay, they may end up paying extra for thing that they do not authorize like in my case. Let say 100,000 customers have this problem it is equivalent to $1.3 million.

 

ATT, YOU CANNOT TAKE MORE MONEY FROM CUSTOMERS WITHOUT CONSENT.

 

I save the script of the chat between me and the supervisor.

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Message 1 of 43
ACE - Expert

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA


@libshop wrote:
 The 1GB plan was still offered.

No, it wasn't, at least not the plan you have. You are grandfathered in to that plan. 

AT&T decided
I needed 3GB even though I was only using about 250MB a month.

No, AT&T decided it wanted you to pay more each month and also gave you some free data. 

Again, it
isn't a rate issue, they forced a different product on me and now
they're losing a customer and investor.

 

No, they didn't. You have the same plan, the Mobile Share Advantage 1 GB. It just costs more and includes more data. In other words, Again, it is in fact a rate issue.


 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 16 of 43
ACE - Sage

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

@libshop

🙄.    

You don’t have a contact.

ATT increased price.  They did NOT have to add more data.  You have in fact ‘lost eligibility’ because ATT eliminated that data amount and replaced it with 3 gig Amount.  

 

1.3 Can AT&T Change My Terms And Rates?

We may change any terms, conditions, rates, fees, expenses, or charges regarding your Services at any time. We will provide you with notice of material changes (other than changes to governmental fees, proportional charges for governmental mandates, roaming rates or administrative charges) either in your monthly bill or separately. You understand and agree that State and Federal Universal Service Fees and other governmentally imposed fees, whether or not assessed directly upon you, may be increased based upon the government's or our calculations.

 

(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.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 17 of 43

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

Updated: 

So I call Finance Department 2 days ago. They told me that even though the Chat agent change my plan back to 16GB, the system will keep change it back to 32GB, this was a ridiculous answer. ATT, if you want to verify the story with, please feel free to contact me. I then asked to speak with customer service so they can refund back the extra money I had to pay recently for the plan that I never agreed to.

Customer Service (CS) agent explained to me that on 7/1/2017, there is a note in the bill mentioning about the double data plan change. I told them but about 2 months or 2.5 months ago, I chatted with CS and had them to remove the pending double data plan, and they did. I ask them why the double plan was recently charged to my account. The agent kept asking if I made the change or any one in the account made the change. My wife did not handle phone bill and I am the only one who do this. The agent then made a refund for me for the extra I pay and she also stated the plan was now 16GB and it would not automatically be changed to 32GB ever again unless I asked them. I doubted it.

 

I'm considering switching provider now, and of course I won't tell which provider otherwise some of you thinks that I work for other provider. I just want to share my experience. Some people here think that it's OK for ATT change the plan without consent from customer because there is no contract. Please read my whole story carefully and read what ATT agents (multiple one) were telling me. Please do some homework before making and comments. I made to post to let ATT customers be more aware with the provider they are with now.

Message 18 of 43
ACE - Expert

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

You might as well.leave the system is going to sweep and change it back.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 19 of 43
ACE - Sage

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

@thequest2311

“Story”?   There is no “story” to hear.  The 16 gig plan is no longer.  The plan is now $10 more and is for 32 gigs.  

If you call and ask nice, you might get them to put you in the 20 gig flex plan, which is the most recently retired.  

 

(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.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 20 of 43

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

@lizdance40 you are one of the people who don’t read my entire post and updated reply. They changed mine back to 16GB and refund me the extra amount hey charged me. Please read and think before making any comments. Human has a brain for a reason. Cheers.

Message 21 of 43
ACE - Sage

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

@thequest2311

And it will revert in the next bill.  

 

(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.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 22 of 43

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

@lizdance40 you clearly did not read my updated info from one of my response “I doubted it”. Please read abd think before giving comments. I won’t reply to you anymore which is a total waste of time. Don’t bother reply. Thanks.

Message 23 of 43

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

They had to refund me the $10 they charged me extra by automatic upgrade my plan to 32GB. They had to put it back to 16GB.

There is no such thing that 16GB Shared Plan no longer exists myth like some people say. 

 

bill.jpg

Message 24 of 43
ACE - Expert

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA


@thequest2311 wrote:

They had to refund me the $10 they charged me extra by automatic upgrade my plan to 32GB. They had to put it back to 16GB.

There is no such thing that 16GB Shared Plan no longer exists myth like some people say. 

 

bill.jpg


They are getting ready to do another round of increases on the mobile share advantage plan which will make it 10 bucks more in January(well not January but they will notify you on the bill in Jan) anyway.  ATT caught on people did not want the free data so they will just raise the price like they should have in the first place.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 25 of 43
ACE - Sage

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

@thequest2311

By all  means tell me I’m wrong with a screen shot in February.  

@GLIMMERMAN76

I said in one post they should have emailed, then raised the price.  Period.  Anyone who complained should automatically have been given either the double data or switch to the Flex plan at roughly same price and data.   But I’m not in charge, so this happened.  I’m pretty sure it never occurred to someone whose brain child this was, that it was going to make anyone unhappy.  

(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.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 26 of 43

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

@GLIMMERMAN76 I don't think they will be able to increase my plan again, if they do, they will have to reduce it and give me a refund again.

@lizdance40 a screenshot in Feb??? You really know how to make me laugh. Thanks

Message 27 of 43
ACE - Sage

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

@thequest2311

Youre dealing with a dumb computer, whose been programmed to change your plan.  Yeah, it’s going to do it again if that’s what it’s programmed to do.  

 

(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.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 28 of 43
ACE - Expert

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA


@thequest2311 wrote:

@GLIMMERMAN76 I don't think they will be able to increase my plan again, if they do, they will have to reduce it and give me a refund again.

@lizdance40 a screenshot in Feb??? You really know how to make me laugh. Thanks


@thequest2311

 

your not under a contract..  Att will notify you on the bill and raise the rate.  They can do it as its in the darn terms of service.  I for one wish they would just get a backbone and enforce the first rate increase.  Letting you changing back was the wrong call since its not like they can not raise prices they just should have not included the extra data.  Your paying more than I do for unlimited data..  I get unlimited data for 87.50 plus 20 a line.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 29 of 43

Re: BE AWARE ATT "SECRETLY" UPGRADE YOU PLAN WITHOUT YOUR CONSENT AND CHARGE YOU EXTRA

@GLIMMERMAN76  yeah you are correct, I'm not under a contract with them but a phone call will make them change back it back to original or they have to give away the promoted double data. I don't really care about the double data as I don't need it. The amount you see in the snap is for 2 lines. I can easily upgrade to AT&T Unlimited &More for unlimited data but this plan does not have Hotspot share as I need Hotspot access for work sometime when I don't have access to wifi from my laptop. AT&T Unlimited &More℠ Premium is too much and I don't need to pay extra for data that I won't even use. 16GB is perfect 🙂

Message 30 of 43
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