Three employees have misrepresented the truth

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@TerriNa wrote:

I spent nearly two hours today trying to resolve an issue concerning what I was told and what has actually happened.

 

Loyalty employee number one, upon learning I was ready to terminate service, because we use only a few GB of data and pay $120/month. He not only talked me off the cliff, he also convinced me to upgrade devlces. With a two-year commitment, even with the new devices, he told me I would be able to lower my phone by about $25. This all sounded GREAT! He failed to mention I would be charged $90 for simply making changes to my plan.

 What does your bill detail say?  I suspect the $90 is $45 per phone upgrade fee.  It’s a one time charge.  Read the bill.....

The phone bill I opened today was more than twice as much as my previous phone bill —$263 and change.

 Sorry, but I’m going to be very blunt.... on what planet is MORE, going to cost LESS.  For gosh sakes, the newest phones are $1,000!   Even if you bought really cheap phones, you would be charged more a month for them.  

So today I called customer service and spoke with was today, "Shabronica," who tried to help but told me there was a problem with my SIM cards and that I needed to replace them. She was sympathetic but said she was unable to make any adjustments to my bill until the SIM cards were changed and IMEI numbers were updated. I started out calm and nice and ended up frustrated. She escalated my call to a loyalty employee.

You called, why?   That makes no sense, are the phones working?  

"Jasmine" in loyalty again started out nice. She gave me a rundown as follows: $40 per month per line (for two lines) plus $40 for data — in other words $120/month plus taxes which would result in monthly charges of about $142. (The $142 plus $90 still didn't add up to $263.) But getting the bill down to $142 was the best thing I'd heard so far, so I asked her to please convey the information to me in writing, since the first loyalty person DID NOT, and I had nothing to prove what I was told. 

Jasmine said she would email the pricing information to me. It didn't arrive. I was hesitant to hang up the phone without receiving this information, so gave her an alternate email address. Nothing. We waited on the phone for 10 minutes for one of the emails to arrive. None ever arrived. This indicates to me that I was lied to, that there was never any intention of emailing me anything, because apparently some AT&T employees are not honest. It must make them feel ill going home each night knowing what they do and say at their jobs! Lying to people! Ugh.

 

Jasmine also said she would put me in a queue to receive a call back from her supervisor. I kept my phone with me all evening. (At that point she said they would be working for another 4 hours). Another lie.

 

I don't understand why it's necessary to lie about things. I sent out two tweets to customer service on Twitter. No response. It's really unbelievable. All companies on Twitter offer exemplary customer service. But ATT's is not.

 

This might sound like an unreasoned diatribe, but I tried again this evening to contact customer service through the web site. Of course no one at AT&T has the slightest interest in helping their customers, so here I am.

 Have you read your bill?    It’s detailed as to what every charge is for.  Nothing you wrote indicates you know what the charges are for.  

 

If anyone out there has any idea how I can reach someone who can help, I would be grateful. 

 

By the way, I also have service with Verizon and Project Fi, so I'm in an excellent position to discuss customer AT&T's customer service. If you are like me and use very little data, Project Fi can be had for $30/month with a maximum of $60 for unlimited.

That’s service only price for one line.   You are paying AT&T for 2 lines and 2 phones.  Not an Apples to Apple comparison.   

The only catch is, you have to use a compatible phone. I'm using a Google Pixel 2 and it is amazing.

 

Hoping someone gets back to me thanks

 

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This is a customer populated forum.  You may not get any official reply from AT&T.  

“Jasmine" in loyalty again started out nice. She gave me a rundown as follows: $40 per month per line (for two lines) plus $40 for data — in other words $120/month plus taxes which would result in monthly charges of about $142.

@lizdance40 It sounds like the OP got two discounted phones on two year contracts. That would be the only reason for paying $40 line fees.

@sandblaster

Yes.  I didn’t go into that as there seemed no point.  The $40 data plan is/was the 3 gig Advantage plan.  So the OP got charged $5 more and bumped to 6 gigs.  Called to complain and the reps went off script.  🙄

99% of these interactions go wrong because 

1. People don’t know what they are paying for currently/before .... 

AND

2.  They don’t know what they are going to be paying for afterwards.  

3.  Reps can’t manage simple explanations and options.  

    Seriously.  The complaints when everyone upgrades to 5G service and phones are going to be “we need more data” and I’m dying to say, “ I told you so” to everyone who said they didn’t need the double data.  

Hello. The initial post was written out of frustration and also to recap what had happened. At this point, AT&T has made extraordinary efforts to ameliorate the situation. Many thanks to Dawn G. on the social media team, for responding to my request for help and for creating a positive experience that is looking to end with a positive outcome.

Hi - I have the same issue . My 4 phone bills went up to $364 and I have been calling and recording all conversations as every TS or Loyalty department say its fixed !!! lastly they informed me it will be fixed by march 13 19 .. My son called 3 times and no solution yet. We spent at least 10 hours and 12 calls with support so far in 30 days!! the worst support I ever seen in misrepresenting customers. They say I am a value customer who is been with them 10 years and this is what I got to be a value customer.. All i am trying to do to stay with my plan on $160 after I upgrade 2 phones and paid $440 each. 1 came in few days and the other 3 weeks later. Now I can not cancel because they hook me to 2 years contract on 2 phones. etc

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@bkholandi wrote:

Hi - I have the same issue . My 4 phone bills went up to $364 and I have been calling and recording all conversations as every TS or Loyalty department say its fixed !!! lastly they informed me it will be fixed by march 13 19 .. My son called 3 times and no solution yet. We spent at least 10 hours and 12 calls with support so far in 30 days!! the worst support I ever seen in misrepresenting customers. They say I am a value customer who is been with them 10 years and this is what I got to be a value customer.. All i am trying to do to stay with my plan on $160 after I upgrade 2 phones and paid $440 each. 1 came in few days and the other 3 weeks later. Now I can not cancel because they hook me to 2 years contract on 2 phones. etc

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You paid less than retail for 2 phones on a 2 year contract, with the repercussions for doing so.  Read you customer service summary on your bill.  You lost out of contract discounts.  (See photo)

(Customer Service summary: bill tab, scroll down and select more bill information, customer service summary)