7 Messages
Why all the fees for a "Free" Upgrade?
We upgraded our phones due to AT&T advertising - "Upgrade your phone for Free if it is paid off". Sugar Land, TX Store did this but did not tell us about all the Fees involved: Upgrade Fee, Installment amount that they said we would get back later., etc. This first Bill went up $98, instead of going done. Now we are "stuck" with a 3 year Installment "loan" for a "Free" Phone, even though there are offset credits. We feel Deceived by AT&T. Misrepresentation and dishonesty.
Accepted Solution
Official Solution
ATTHelp
Community Support
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232.9K Messages
8 months ago
Hello @CRS2315, we recognize your inquiry and we'll be happy to answer your concerns as well.
As the ACE have mentioned correctly,"These Retail Stores are independently owned and operated totally separate from AT&T, and are not staffed with AT&T employees. They just make the sale (however they can) and pass the information on to AT&T who has no clue as to what was said and/or promised to the customer. AT&T will only honor a deal or promo that is listed, in detail, on their website.
You should have been given a receipt or something that detailed what you are paying for and at least a TOS to read and sign that explained the upgrade program and what it entailed. If you didn't, then that would have been the time to walk away. Technically, you did business with the Retail Store and not AT&T. Both stores look exactly the same on the inside, so it pays to ask when you go in. It typically takes about 3 billing cycles before the credits will kick in, and that should have been explained to you as well".
Free upgrade means that the device is paid off, no need to pay anything extra and get a free phone ( with eligible trade in), upgrade fee of $35 is a valid charge as well.
If you have any additional concerns, please feel free to reach out to us.
Thank you for contacting us on AT&T Community Forums!
MatG, AT&T Community Specialist
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Accepted Solution
OttoPylot
ACE - Expert
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24.9K Messages
8 months ago
Nothing is free from any carrier. There are always caveats. It makes no sense for a carrier to give you a phone without strings. That being said, if the store you went to was an Authorized AT&T Retail Store, it is not uncommon for them to not be totally upfront about the deals and promos being offered by AT&T. They do that just to make a sale, which is commission-based. These Retail Stores are independently owned and operated totally separate from AT&T, and are not staffed with AT&T employees. They just make the sale (however they can) and pass the information on to AT&T who has no clue as to what was said and/or promised to the customer. AT&T will only honor a deal or promo that is listed, in detail, on their website.
You should have been given a receipt or something that detailed what you are paying for and at least a TOS to read and sign that explained the upgrade program and what it entailed. If you didn't, then that would have been the time to walk away. Technically, you did business with the Retail Store and not AT&T. Both stores look exactly the same on the inside so it pays to ask when you go in. It typically takes about 3 billing cycles before the credits will kick in, and that should have been explained to you as well.
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CRS2315
7 Messages
8 months ago
Thanks for your reply. Understand nothing is for free, especially from these carriers. It was an Authorized Retail store. We asked for details and were told that AT&T will provide the details with the next bill. Yes, we should have had the details and expenses explained to us. We have dealt with this store before and they were good in the past. We made sure we dealt with the Manager, but obviously some details were left out. When we went back to the store to complain, they now said it should take about 3 billing cycles for the credits to kick in.
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OttoPylot
ACE - Expert
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24.9K Messages
8 months ago
That should have been explained at the time of the sale but they probably "forgot" about it because they didn't want to jeopardize the sale. I would go to the AT&T website and read the TOS for your upgrade deal so that you are fully aware of all that it encompasses, unless the Retail Store gave you a copy.
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formerlyknownas
ACE - Sage
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118.4K Messages
8 months ago
I upgraded with Verizon on the Samsung deal back in February for a free Samsung with trade-in and storage upgrade.
There is one fee...
Upgrade fee of $35 is standard
Taxes required per state law
Exactly like at&t
Installments are charged every month with a credit for your trade-in which may take two to three bill cycles to start after your trade in is received by the third party business Asurant mobile
This means you also didn't read the deal and may not be aware of all the requirements.
If you aren't on an unlimited data plan, you need to change your plan. You have 30 days to trade in your phone in order to get the deal.
The deals are published online for anyone to read. Just go to the sales page that att.com select your phones that you purchased, click on the blue banner. Click on see offer details. Then expand all the arrow points and read everything
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MicCheck
ACE - Expert
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14.4K Messages
8 months ago
Where did you see that advertisement? That doesn't sound like wording AT&T would use.
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formerlyknownas
ACE - Sage
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118.4K Messages
7 months ago
If anyone had read the offer...
The only fee is a $35 upgrade fee.
The rest of the promotion is outlined in detail on AT&T sales page (which you can find at att.com)for anyone to read before they make a purchase. Here's a sample...
The terms of your deal was probably on the paperwork that you received when you got your new phone, not that anyone ever reads stuff that they sign or agreed to when they're distracted by their shiny new phone...
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CRS2315
7 Messages
7 months ago
I guess what set us off was the store said our bill should go down to $130-$140 per month. Instead, the next Bill was $288. Guess they forgot to mention the Bill would be lower in a couple of months and forgot or we did not hear about the Transfer Fees. As some have said, perhaps they glossed over all this in order to get the sale, or we did not hear all this. That is why we felt mis-led. Perhaps it would have been different at a Company Store - maybe.
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OttoPylot
ACE - Expert
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24.9K Messages
7 months ago
As mentioned, Retail Stores quite often "forget" to mention the details. That's why it's always best to read the TOS before you commit. If they don't offer the TOS to you then check the AT&T website because all promos and deals are listed in detail there. And carefully read the entire promo. Retail Stores are basically a totally separate company that just sells AT&T goods and services.
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ATTHelp
Community Support
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232.9K Messages
7 months ago
Hello @CRS2315, hope everything is going well with you.
We are glad you contacted us about that, it's important that we get it fixed.
Rest assured, we will work together to find a solution.
I am going to reach out to you via DM to look at your account details and help you further. Please look out for a DM notification from us. Looking forward to interacting with you!
Thanks,
Rachel, AT&T Community Forum Specialist
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