We've been with AT&T for many years and currently have 4 phones on the 10g/month plan.
Three weeks ago (before the Iphone 6 intorduction), WalMart was selling the 5C for .99 so we bought one which we thought would be "free" with a 2 year committment.
We received our bill yesterday (9/22) and found out we weren't receiving our $25 discount on that line because we didn't own the phone...and we will be charged $25/month for the next two years for our purchase. We had no idea that would be the case.
Knowing this, I called today asking what the surcharge would be if we brought the 5C back and got an Iphone 6. I was told the $25/month fee would be the same but I couldn't exchange it because all exchanges have to be within 14 days. I spoke to customer service explaining we've been loyal customers for many years (and paid AT&T over $35,000 over the years) and asked if they could understand and be flexible to allow us to get the iphone6 21 days after our 5c purchase.
The AT&T customer service supervisor (Quinton in the Great Lakes region) was ridgid, saying there's absolutely nothing he could do...and when another supervisor calls within 1-3 days, the answer will be the same!
So, the "upgrade eligibility now includes a monthly fee which was NEVER mentioned to us.I have upgraded many times over the years and have never been charged anything other than the initial charge for the phone and upgrade fee. Obviously I was totally blindsided when we learned that this $25 fee would be charged each month for 2 years. I accept that I will have to pay $25 for a phone along with another 2 year commitment. However since I feel that I was deceived I would like to pay that same fee for the latest phone and not one that is already outdated. When I inquired about switching phones after receiving the bill, I find out it's too late to upgrade to a better phone because I'm 7 days late. Are you kidding me? THIS IS ABSOLUTELY TERRIBLE CUSTOMER SERVICE to customers who have been loyal to the company.
I'm sure if I explain the circumstances to an AT&T executive, they would understand and be a bit more flexible. Does anyone have any suggestions? Has anyone run into this situation?
Thanks for your help.
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