Contributor
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1 Message
Stand behind your word.
On Black Friday I was on the phone with a customer service rep for att mobile. I was told I could open a line and close it at NO EXTRA COST because we are on the unlimited plan. On the next phone bill we were being charged an additional 100-120 bucks a month for this line. Now after speaking with you guys both in person and on the phone I'm being told that it's wrong and you can not help me at all. I know att records our conversations, why are you not standing by your word and not charge me the extra amount. If we would have known there would have been this charge I wouldn't have done this. In our conversation I expressed over and over that it was free. Again I was told it was. I need to get resolved right a way.
ATTHelp
Community Support
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231.3K Messages
7 years ago
Good afternoon @Tcam1361.
I would like to begin by thanking you for your efforts in trying to get this situation resolved. I know having to contact customer service can take time from your busy day. Furthermore, I regret to hear you are not satisfied with the cost of opening of a new line of service; it’s understandable if you were expecting a different price for adding it to the account.
I have some ideas as to what could have happened here. One of the benefits of the Unlimited Plan is the 4th smartphone line being credited the required monthly access charge. Basically, as far as the monthly cost is concerned the 4th line would be free once activated. And like any new line of service, it comes with a 14 day Buyer’s Remorse period, in which the device can be returned free of charge except for a restocking fee, when applicable.
I would love to help you get this situation resolved. We will need to take a closer look at your account to see what exactly happened here. In order to do so, I will be sending you a private message asking for more information. I hope to hear back from you at your earliest convenience!
Thank you for your patience and understanding in this matter.
Rafael, AT&T Community Specialist
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