AT&T Will not honor quoted (in writing) price from Corporate Store Rep

Question

When the iPhone 6 came out, I went to my local AT&T Corporate Store to discuss pricing options for a new plan, after doing some research online. The employee there was very helpful, but was misinformed about how the discounts worked, and advised me that I would save $25 per line even if I didn't have an AT&T Next account. I told him numerous times that I thought he was wrong, and that he should check with someone else. He repeatedly assured me that he was correct, and that this was a great deal and I should do it. After I finally agreed and he processed the order, the system printed out a sample first bill, and it was missing the $25 discounts (2 * $25 for two lines) - I again questioned the pricing, so he took the paper, crossed out $40 and wrote in $15 per line, and then attached his business card to the paper. He told me that it would be resolved when the bill came through, and if I had any trouble at all, I had his name and he'd take care of it.

So fast forward 2 months, when I received my first full bill (not pro-rated) and shockingly, the $50 in credits were not applied to my bill. So the bill that I expected to be $100 + Fees was $150 + Fees. Obviously this is a big difference. So I went back to the store and this employee was not working. So I spoke to the Manager and they informed me that they couldn't do anything other than apologize, talk to the employee, and restore my previous rate plan. Meanwhile I have a 2 year contract on two new phones, and I can't get the data I was promised at the rate I was promised. She informed me I should speak with retention, which I did and I received a similar story.

The only thing they were able to do was to offer me the 4GB plan at a 2GB price, which is essentially their current offer for customers shopping for a plan. They did not have any other methods at their disposal to take care of a customer who was given a wrong quote. No other discounts, no account credits, no creative ways of marking the account as out of contract, or any other mechanisms to give me the rate that was quoted. It's apparently completely out of the hands of the retention csr folks to actually take care of a legitimate issue and help a long time customer. The result is that I have in writing a quote from a AT&T employee and my AT&T bill does not match my quote, and I've been told there is nothing that can be done to resolve the situation to my satisfaction.

I have been charged for two months of this incorrect price, and I have 22 months left on a contract at the wrong rate. I need this resolved, as I am locked into your company and cannot afford to pay $150 per month. I need AT&T to do the right thing and honor a price that your employees offer.

MicCheck · Answer

@PVanderVossen wrote:When the iPhone 6 came out, I went to my local AT&T Corporate Store to discuss pricing options for a new plan, after doing some research online. The employee there was very helpful, but was misinformed about how the discounts worked, and advised me that I would save $25 per line even if I didn't have an AT&T Next account. I told him numerous times that I thought he was wrong, and that he should check with someone else. He repeatedly assured me that he was correct, and that this was a great deal and I should do it. After I finally agreed and he processed the order, the system printed out a sample first bill, and it was missing the $25 discounts (2 * $25 for two lines) - I again questioned the pricing, so he took the paper, crossed out $40 and wrote in $15 per line, and then attached his business card to the paper. He told me that it would be resolved when the bill came through, and if I had any trouble at all, I had his name and he'd take care of it.  So fast forward 2 months, when I received my first full bill (not pro-rated) and shockingly, the $50 in credits were not applied to my bill. So the bill that I expected to be $100 + Fees was $150 + Fees. Obviously this is a big difference. So I went back to the store and this employee was not working. So I spoke to the Manager and they informed me that they couldn't do anything other than apologize, talk to the employee, and restore my previous rate plan. Meanwhile I have a 2 year contract on two new phones, and I can't get the data I was promised at the rate I was promised. She informed me I should speak with retention, which I did and I received a similar story.  The only thing they were able to do was to offer me the 4GB plan at a 2GB price, which is essentially their current offer for customers shopping for a plan. They did not have any other methods at their disposal to take care of a customer who was given a wrong quote. No other discounts, no account credits, no creative ways of marking the account as out of contract, or any other mechanisms to give me the rate that was quoted. It's apparently completely out of the hands of the retention csr folks to actually take care of a legitimate issue and help a long time customer. The result is that I have in writing a quote from a AT&T employee and my AT&T bill does not match my quote, and I've been told there is nothing that can be done to resolve the situation to my satisfaction.  I have been charged for two months of this incorrect price, and I have 22 months left on a contract at the wrong rate. I need this resolved, as I am locked into your company and cannot afford to pay $150 per month. I need AT&T to do the right thing and honor a price that your employees offer.An employee writing down incorrect information does not make it correct information.  I would recommend you send a private message to AT&T Customer Care using the link below.https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

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PVanderVossen

AT&T Will not honor quoted (in writing) price from Corporate Store Rep

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AT&T Will not honor quoted (in writing) price from Corporate Store Rep

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