I (Vicki ***) contacted AT&T about the $160 4 lines, unlimited text, unlimited talk, 10 GB since were paying this amount for 2 lines and 4GB of data. The agent said my husband's (Carl ***)plan - acct#***- was eligible for the upgrade and proceeded to walk me through the process. He advised that the best way to do this was to create a new group with the 10 GB plan, then when the phones came in I was to call and make sure they switch the 2 existing phones to that plan. On 7/27, after receiving the 2 phones that I picked from the website because they were listed as free with a 2 year contract and the agent confirmed this was a website "deal", I called and asked the two existing phones to be switched. I asked the agent if the bill would be $160 going forward and stated that it should be, not including taxes and fees. I got my first bill after the new plan was put in place, but I already sent in 160.52 based on my previous bill. When I called to ask what was the reason for the $299 bill, the agent explained my bill was incorrect, made the credit adjustments and stated that I still owed 97.62 for the remaining prorated amount. After I paid that she assured me that my future bills would reflect the $160.00 plus taxes and fees. I got my second bill since the plan change and bill came out to $296.24, when I called this time, the agent told me that my phones on the 4GB plan were not eligible for the discount to make the bill $160 plus taxes and fees. That those phones preceded the date for this plan. (I verified when I first ask to upgrade to the 10 GB plan that the phones were eligible and was told they were.) I believe the agents I dealt with were deceptive to get me on the 10 GB plan, based on the way they asked me to set up the 2 new phones and even though I was assured time and time again that my bill would be $160 plus taxes and fees, that was not the case. I believe that the representatives of this company are not transparent and clear about what future billing amounts are leaving customers at their mercy to where they stuck with whatever they come up with later., They refuse to honor assurances they provided over the phone. Their phone conversations are recorded, so I hope that someone will take the time to review my phone conversations over this matter and stop them from continue to practice business in this manner. To make matters worse because I can't return the 2 new phones, they would only suspend them for 6 months and stated they can put my 2 other phones back on the 4GB plan. All this means is I am paying the equivalent of 2 4GB plans.
[Edited for privacy.]