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jay2o01's profile

Teacher

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16 Messages

Sunday, May 20th, 2018 1:36 AM

Next Every Year program.

So, let me start by saying that I;m a long time customer whose account has always been in good standing.  No missed/late payments or other issues with my account.

 

I enrolled in the next every year program last year when I purchased my samsung S8+, since then I have made 12 payments and half of the device is paid off. I went to an At&T authorized retailer (not corporate store) and tried to upgrade my device as I hit the 1 year mark.  They were unable to process my upgrade and suggested that I call At&T directly.  After 4 hours of waiting on hold and being shuttled from department to department, I was referred to the fraud dept.  Apparently, one of my lines (not the line I am trying to upgrade) has used 750 minutes of conference calls and so my account is flagged and further changes/upgrades and the like are all blocked.

 

I  asked to speak to a manager and they said "there's nothing that they can do."  SO unlimited calling is not truly unlimited and they will not honor the next  every year promotion.  I cannot leave my contract without paying off the phone and they will not let me upgrade.  This is beyond irritating for me. CUstomer service has been essentially useless up until this point.

 

My only recourse is to sell the phones and leave at&t which was never my intention. 

 

Im looking for help if anyone can offer any. 

ACE - Sage

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116.6K Messages

6 years ago

@jay2o01

Relax.  This is a temporary problem.  Go to a Corp store or call ATT and see how to lift the block.  

You may need to speak with fraud about securing your account.

 

Teacher

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16 Messages

6 years ago

Liz, I've been told communication isn't one of my best strengths.... I mentioned in my post that I spent >4 hours on the phone with At&T with the sales, billing and fraud departments.  Thanks for those suggestions, tried them.. Despite being escalated to management on the support line, my issues persists. 

 

I could use any *actionable* advice other than to be patient and do what I have done already again.  There is no nearby corporate store, I feel that making the trip there would be a different waste of time, as the telephone customer support and fraud departments can't help, I doubt they will be able to.

 

Any real help or suggestions are greatly appreciated.

ACE - Sage

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116.6K Messages

6 years ago

Hmmm.  Let me see if I can jiggle loose...

 

ACE - Sage

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116.6K Messages

6 years ago

Sent a bat signal up, no one will see till Monday.  I’ll check back

Teacher

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16 Messages

6 years ago

The vast amounts of useful information you've provided make it obvious why you're a community expert.  Thank you so much for the dry humor and useless banter, with it I'm definitely better off - though still exactly where I started. 

Community Support

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230.7K Messages

6 years ago

@lizdance40,


Bat signal received!! Thank you so much for all your help, it is always much appreciated!


Greetings @jay2o01,


Thank you so much for reaching out to us with your upgrade concerns. I apologize for the delayed response; this is certainly not the kind of experience we want for our customers. I completely understand the importance of making sure this is addressed. I will be more than happy to help!


To better assist, I will need some account specific information. I will be sending a private message to your Forum’s Inbox here shortly. Please keep an eye out for it!


Thank you again and have a great day!


Denise, AT&T Community Specialist

ACE - Sage

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116.6K Messages

6 years ago

Thanks Denise 

@jay2o01  I’ll be keeping an eye on this.  Post when it’s fixed.  

Teacher

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16 Messages

6 years ago

Off to a good start, Denise contacted me to gather information and "will be looking into the matter. "  I'll follow-up with more info when I get any.

 

I'm surprised there are 100+ views and no one's chiming in, am I truly the only person who's had this issue? 

ACE - Expert

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14.1K Messages

6 years ago


@jay2o01 wrote:

Off to a good start, Denise contacted me to gather information and "will be looking into the matter. "  I'll follow-up with more info when I get any.

 

I'm surprised there are 100+ views and no one's chiming in, am I truly the only person who's had this issue? 


It's probably pretty rare. Not many people use that many minutes of conference calling. 

ACE - Sage

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116.6K Messages

6 years ago

@jay2o01

I’ve never seen this particular problem before.  The only upgrade problems I’ve seen reported were back in the early unified billing days.

 

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