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Re: Plan Change without My Consent

Teacher

Plan Change without My Consent

I have been an ATT customer for several years and have seen my bill increase on a regular basis. Recently I received a notice that I made changes to my account which I did not make. When I called the Customer Service number I was told that I was grandfathered in on a 10gb plan for my mobile devices and they decided to "improve" my service by upgrading me to a new 20gb plan at a cost increase of "only" $20 per month. I did not ask for this, wont use the additional gb and do not want to pay an additional $20. I was basically told that I had no choice and all other customers in my situation are happy about this change.  Really?  All other customers are happy with being forced to pay an additional $20 per month? The solution I was offered.....sign up for DirectTV and receive a bundle discount and visa gift card.  So let me get this straight ATT....you change my plan without my consent, raise my bill and offer me a discount only if I purchase yet another service for yet another monthly fee?  I think its time to start looking for a different provider.    

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Message 1 of 45
ACE - Expert

Re: Plan Change without My Consent

@CanItBeWorse I guess you didn't bother to read the thread. You had notice of the change on your bill at least once if not twice. That is the only notice required. If you don't want the price increase with the additional data, all you need to do is switch to a current plan, called Mobile Share Flex. You can probably get the same or almost the same amount of data you had at the same or lower price. How is that being shafted?

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*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 45
Teacher

Re: Plan Change without My Consent

Dear SandBlaster, Why cant AT&T just honor their word and leave the plan I had alone? It was grandfathered in. AT&T provided a notice (they claim) that if I did agree to pay more money just don’t say anything. So by default anyone who did not recieve the notice, agreed to the plan change. Yeh right. ‘Your honor i wasnt trying to shaft them really, i just wanted millions more in orofits and it seemed so easy.’

 

Funny how AT&T can text ones payment amount but could not send texts to notify of plan change “plan change coming, text 1 to see changes” would be way way too difficult? ‘Text no if you do not agree to a plan change’ is too much to manage? Dont treat me like I am stupid. This was NOT am oversight or accident. Telling me it was something i did is just an ignorant way of calling me stupid. 

 

AT&T  sent the notice (supposedly) to an old email address that was changed over a year prior while on the phone with AT&T rep changing my phone number. Come to think of it i think i did originally get a notice to open the new account using the new address yet never got anything further. Humm will have to start searching. That would make things much more interesting wouldn't it. 

 

Then they claimed ‘oh your fault what do you mean you have not been getting bills. You should have known that we didnt have your correct email address.’HORSE Manure. AT&T knew I would never get the notice because they knew I would never agree to the plan change. They don’t give a rats derrière about us customers. I updated the email  yet again on the latest conversation and the witch i spoke with still didnt have it changed. I am still not getting any notices. Funny how you have conversations recorded but you cant locate them when a customer has said something and AT&T screws it up isnt it?? Not!

Message 17 of 45
ACE - Expert

Re: Plan Change without My Consent


@CanItBeWorse wrote:

Dear SandBlaster, Why cant AT&T just honor their word and leave the plan I had alone? It was grandfathered in.

 

Yes, and it still is. AT&T never gave "their word" that the price wouldn't change. 

 

AT&T provided a notice (they claim) that if I did agree to pay more money just don’t say anything. So by default anyone who did not recieve the notice, agreed to the plan change. Yeh right. ‘Your honor i wasnt trying to shaft them really, i just wanted millions more in orofits and it seemed so easy.’

 

The plan increased in price. AT&T doesn't need your "agreement" to change prices. 

 

Funny how AT&T can text ones payment amount but could not send texts to notify of plan change “plan change coming, text 1 to see changes” would be way way too difficult? ‘Text no if you do not agree to a plan change’ is too much to manage?

 

Again, there is no "if you do not agree." The price increased. Period. 

 

AT&T  sent the notice (supposedly) to an old email address that was changed over a year prior while on the phone with AT&T rep changing my phone number. Come to think of it i think i did originally get a notice to open the new account using the new address yet never got anything further. Humm will have to start searching. That would make things much more interesting wouldn't it. 

 

Not really. 

 

Then they claimed ‘oh your fault what do you mean you have not been getting bills. You should have known that we didnt have your correct email address.’HORSE Manure.

 

Well, yeah. If you didn't tell them you weren't getting their emails, how would they know. 

 

AT&T knew I would never get the notice because they knew I would never agree to the plan change.

 

Once again, AT&T has no reason to do that because it never needed your agreement. 

 

They don’t give a rats derrière about us customers. I updated the email  yet again on the latest conversation and the witch i spoke with still didnt have it changed. I am still not getting any notices.

 

Log into you account online and change it yourself. 

 

Funny how you have conversations recorded but you cant locate them when a customer has said something and AT&T screws it up isnt it?? Not!

 

That's not the purpose of the recordings. 


You mentioned earlier you only get service 70% of the time...why the heck are you still a customer anyway? Find a company that provides the service you need! Sounds like this is the perfect time to explore your options, even if you hadn't before. 

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 18 of 45
Teacher

Re: Plan Change without My Consent

I am getting billed $40 more per month. I wanted the plan I had without someone else deciding what I should want. I have zero interesting more data. I had it just at a slower rate if I needed it. I rarely even used the 10gb I had and it rolled over. In most cases I have zero need of 20gb. I think once my wifi was down and I was watching the World Equestrian Games and some breeding championships so I went close enough to get slowed down a day before. So for that I need 20gb. Nope AT&T wanted to grab another $20 per month from me. And you are defending the way this was done. Totally amazing.

And I am also looking into leaving a service I was incredibly loyal to over just not being informed and then getting a nasty evil witch to tell me she did not care if I stayed. AT&T can keep telling their customers that and soon they will really need those rate increases.

BTW People who feel betrayed are way more loud on social media about being unhappy than people who feel they got a rate increase that they agreed to and knew about. Did no one speak to anyone with any marketing sense to inform the rest of the company the kind of blowback they would be subjecting their employees to by pulling this stupid stunt?? Oh yeah that obviously doesn’t matter to AT&T’s management either. I am starting to see a pattern here..
Message 19 of 45
ACE - Expert

Re: Plan Change without My Consent


@CanItBeWorse wrote:
I am getting billed $40 more per month.

Correct me if I overlooked something, but I don't think any of the plans increased $40: https://www.att.com/esupport/article.html#!/wireless/KM1259100?gsi=

I wanted the plan I had without someone else deciding what I should want.

You have the same plan. It just costs more and includes more data. 

I have zero interesting more data.

Fine, then pretend it's not there. You don't have to use it if you don't want to. 

I had it just at a slower rate if I needed it. I rarely even used the 10gb I had and it rolled over.

The 10GB plan went up $10 (see link above)

Nope AT&T wanted to grab another $20 per month from me.

Ding ding ding! We have the right answer! That's exactly what AT&T wanted to do!

And you are defending the way this was done. Totally amazing.

What "defending" are you seeing? It was a price increase and I'm simply pointing out that our opinions are meaningless since AT&T doesn't need our permission to change pricing. 


And I am also looking into leaving a service I was incredibly loyal to over just not being informed and then getting a nasty evil witch to tell me she did not care if I stayed. AT&T can keep telling their customers that and soon they will really need those rate increases.

BTW People who feel betrayed are way more loud on social media about being unhappy than people who feel they got a rate increase that they agreed to and knew about. Did no one speak to anyone with any marketing sense to inform the rest of the company the kind of blowback they would be subjecting their employees to by pulling this stupid stunt??

Honestly, the marketing people probably thought, "Great! No one likes a price increase, but the extra data will soften the blow!" No one at AT&T probably thought customers like you would be MORE upset at getting additional data than if they'd just increased the price and not given you anything extra. 


 

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 45
Highlighted
ACE - Sage

Re: Plan Change without My Consent

@CanItBeWorse

Your math or reading is faulty.  The 10 gig plan, doubled to 20, with a $10 price increase.  not $40. 

https://www.att.com/esupport/article.html#!/wireless/KM1259100

There was no “opt out” of this change if that’s what you think.  You did not have a choice about the increase.   

You are still on the same Mobile Share Advantage plan.  That plan term has changed which you were notified and ATT has every right to do.   

It is your job to update your email and physical address.   

The Flex plan has a 10 gig option for $5 less after Auto pay and paperless.  Everything else is the same as your current plan.  

If your service is insufficient, change carriers.   It is entirely up to us customers to chose a carrier that works.   

Since all carriers have stopped contracts, and both Verizon and ATT have made plan and cost changes in the past, this will happen again.   

 

(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 21 of 45
Teacher

Re: Plan Change without My Consent

Ok Want me to send you copies of the freaking bill?? you tell  me this stuff as if it was fact when in FACT it is NOT. Did it ever occur to you maybe something was wrong with my billing?? Well the AT&T rep I first spoke with said well yeah we don't know why that happened to some people. You owe us the money anyhow. When I argued saying look if you add up last months payment that you asked for and what you are billing now it is $40. additional not $20.. Rep said yep but..... I got no where. 

 

I know what I was told. Do you really think I sit here making this up for zero reason?? That I have nothing better to do with my time and that I am this unreasonably upset over nothing?? Do you think I have some ulterior motive for being so angry at how I was treated?? Believe me I am quite sane, I just expect a certain level of professionalism from AT&T and it was clearly missing. Instead of anyone saying OH jeez Let me help fix this I get bugger off we don't care we are always right. The only excuse for that behavior is CS reps have gotten a enormous amount of 'hurricane like wind' back from their phone calls and everyone was angry. 

 

BTW I did my part I notified AT&T rep to change my email address. THEY DID NOT DO THAT. How am I supposed to know they would not do their jobs?? I also gave the 'supervisor' my email yet again. Once again I got no bill, just my text to pay. Tell me where can I send the email to get my account updated and then have it confirmed?? I know I am supposed to sign on to some trackable app and update stuff myself wasting even more time. You are simply ridiculous.

 

AT&T should be responsible enough to get a bill to me. You keep on blaming me.  I keep a record of everything AT&T's customers are now supposed to do to make sure AT&T is not charging them more money and having them lose their grandfathered plans behind their backs. 

 

AT&T reps can now not be trusted to do what they tell the customers they will?? Again the second time some AT&T rep has posted this horse manure. WOW just WOW! 

 

What is wrong with you marketing people?? What universities educated you? You act like you don't need or want customers? I am screen shot-ing everything so I can repost responses all over the place. Keep making me see red. It will really help me be more determined to promote AT&T's bottom line in the exact same color. 

Message 22 of 45
Teacher

Re: Plan Change without My Consent

So is this convince/sucker clients in to one account plan and then change to it charge more money with zero notification required?? AT&T can change whatever they want, when they want? They have zero responsibility for ensuring the clients get what they are paying for already. Now clients have zero contract to delineate exactly what we are paying for and what we can expect in the future?? Very Interesting responses. 

Message 23 of 45
ACE - Expert

Re: Plan Change without My Consent


@CanItBeWorse wrote:

So is this convince/sucker clients in to one account plan and then change to it charge more money with zero notification required?? AT&T can change whatever they want, when they want? They have zero responsibility for ensuring the clients get what they are paying for already. Now clients have zero contract to delineate exactly what we are paying for and what we can expect in the future?? Very Interesting responses. 


None of us work for ATT so please repost all you want.  As for the plan changes ATT notified you on your bill 2 months in a row.  Its not ATT's fault customers don't read their bills or the fine print.

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 24 of 45
ACE - Expert

Re: Plan Change without My Consent


@CanItBeWorse wrote:

Ok Want me to send you copies of the freaking bill?? you tell  me this stuff as if it was fact when in FACT it is NOT. Did it ever occur to you maybe something was wrong with my billing?? 

 

Maybe it was. This is the first you've mentioned that possibility, so how would we be able to know that? If you look at your bill, what does it show?

 

I know what I was told. Do you really think I sit here making this up for zero reason?? That I have nothing better to do with my time and that I am this unreasonably upset over nothing?? Do you think I have some ulterior motive for being so angry at how I was treated?? Believe me I am quite sane, I just expect a certain level of professionalism from AT&T and it was clearly missing. Instead of anyone saying OH jeez Let me help fix this I get bugger off we don't care we are always right. The only excuse for that behavior is CS reps have gotten a enormous amount of 'hurricane like wind' back from their phone calls and everyone was angry. 

 

Again, to this point, you've complained only about the price increase and related increase in data. With regard to that, AT&T is "always right," there's nothing more a rep can do unless you decide to change to another plan.

 

BTW I did my part I notified AT&T rep to change my email address. THEY DID NOT DO THAT. How am I supposed to know they would not do their jobs??

 

When you didn't receive the monthly emails, you should have had a clue. 

 

I also gave the 'supervisor' my email yet again. Once again I got no bill, just my text to pay. Tell me where can I send the email to get my account updated and then have it confirmed?? I know I am supposed to sign on to some trackable app and update stuff myself wasting even more time. You are simply ridiculous.

 

Log into your account online and change your contact information. 

 

AT&T should be responsible enough to get a bill to me. You keep on blaming me.

 

It's AT&T's fault your email address wasn't updated. It's your fault you didn't let AT&T know. It's  your fault you didn't look at your online billing.

 

 

 

What is wrong with you marketing people?? What universities educated you? You act like you don't need or want customers? I am screen shot-ing everything so I can repost responses all over the place. Keep making me see red. It will really help me be more determined to promote AT&T's bottom line in the exact same color. 

 

You're "seeing red" because you are choosing to focus on something you have no control over (AT&T prices) rather than something you do have control over (viewing your bill, choosing your plan, leaving AT&T, etc.) Trying to change the unchangeable will be anyone upset. Instead, focus on what you CAN do and move on with life. 


 

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 45
ACE - Expert

Re: Plan Change without My Consent


@CanItBeWorse wrote:

So is this convince/sucker clients in to one account plan and then change to it charge more money with zero notification required?? AT&T can change whatever they want, when they want? They have zero responsibility for ensuring the clients get what they are paying for already. Now clients have zero contract to delineate exactly what we are paying for and what we can expect in the future?? Very Interesting responses. 


Sheesh. Any company can change whatever they want whenever they want. Gas stations do it everyday. AT&T gives at least a month of notice before prices change to give you time to adjust before the new price takes affect. Gas stations sure don't do that!

 

What do you need "delineated"? You are paying for a month of cell phone service at the price indicated. No, AT&T will not guarantee the future. Sorry. 

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 45
Teacher

Re: Plan Change without My Consent

Actually, there was no notice at all. ATT never sent the bills. I guess you missed that part right? The att rep even said yeah we have had this weird problem with some accounts. We don’t know what happened but too bad.

Glad you all think ATT is the bomb. Of course you altruistically jump on a forum and protect them from what are justified complaints from real customers. they are not paying you in any way, you do it because you have nothing else to do with your life, right? Yeah and the Christopher Steel dossier wasn't bought and paid for either oh and 36 years ago you were assaulted too right? Must have Snail IQ.

Too many of us out here felt the exact same way so it is not just me that is annoyed at the sleazy underhanded Att tactics.

I am glad you are willing to give to have someone change what they commit whenever they feel like it and call it justified . I simply do not.

Att had an proper email to send the notices to. They chose not to. I checked once again. Att had the correct address at one point and no they never sent any bills or notices to the correct address.
Message 27 of 45
ACE - Sage

Re: Plan Change without My Consent

@CanItBeWorse

Your bill is not sent sent by mail.  It’s online.  Paperless billing is the standard.  

Yes, email would have been a good idea.  But you still could not opt out.  

Again, YOU CAN CHANGE TO THE FLEX PLAN.  After discount it’s less than the Advantage plan.  Complaining about a fixable problem makes no sense. 

 

(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 45
ACE - Expert

Re: Plan Change without My Consent


@CanItBeWorse wrote:
Actually, there was no notice at all. ATT never sent the bills. I guess you missed that part right? The att rep even said yeah we have had this weird problem with some accounts. We don’t know what happened but too bad.

Glad you all think ATT is the bomb. Of course you altruistically jump on a forum and protect them from what are justified complaints from real customers. they are not paying you in any way, you do it because you have nothing else to do with your life, right? Yeah and the Christopher Steel dossier wasn't bought and paid for either oh and 36 years ago you were assaulted too right? Must have Snail IQ.

Too many of us out here felt the exact same way so it is not just me that is annoyed at the sleazy underhanded Att tactics.

I am glad you are willing to give to have someone change what they commit whenever they feel like it and call it justified . I simply do not.

Att had an proper email to send the notices to. They chose not to. I checked once again. Att had the correct address at one point and no they never sent any bills or notices to the correct address.

Its funny you can check your email but not log into att.com or the myatt app to check it?  It has a pdf version on there.

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 45
ACE - Sage

Re: Plan Change without My Consent

ATT notices to get online and view your bill....

Calling to change an email address is NEVER a good idea.  It’s so easy to mix c/e/d/b/g/p and then the email is wrong.   Have you ever logged into your My ATT account?  Made your access ID?   Everything you need is there.  EVERYTHING.  

 

 

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(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 30 of 45
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