Earlier this month I purchased the Smart Limits plan for my daughters phone whom I have on my account. My daughters phone has a 2GB plan for data. So, when I set up the Smart Limits I put the limit at 2GB. AT&T's data service automatically adds an additional 1GB if she exhaust the 2GBs. When I set up the Smart Limits account I was told that setting the limit a 2GB would stop all data service on her phone once that limit was reached.
Well she reached her 2GB limit and the account was billed for an additional 1GB, despite the Smart Limit service I am paying for. So I call customer service and I am told that there is a glitch in the software where the Smart Limit does not kick in before the automatic additional 1GB is added to the account and I am billed an extra $10. The Customer Rep gave me a credit for the $10 and says they are working on the glitch. She suggest I set mt Smart Limit to 1.8 GB so the Smart Limit will kick in before the automatic 1 GB gets added and I am billed for another $10. I explain to her that I am paying for 2 GB and I expect to get what I pay for. I tell her I'll just call Customer Service when this happens until they fix the glitch. Then I am told that if I call repeatly for credits that I would be categorized as an abusive customer.
So here is the Orwellian situation that AT&T has created for me. They have a glitch in their software that bills me for additional data usage because the service I am paying for to stop data usage at 2GB does not stop the additional billing. And if I call to rectify the situation repeatedly I will be categorized as an abusive customer. So AT&Ts technical problem is made the customers problem and the customer is stigmatized if they ask for it to be corrected ?!?!?
I told the customer rep that if I am categorized as an abusive customer then I will cancel my service and find another provider that appreciates my business and does not abuse their customers in this way.
