I could not find a place to provide this feedback via email on the website so I'll try posting it here and see what happens.
My wife and I recently went into an AT&T store to inquire about upgrading her iPhone. In the process of getting her a new phone, we discovered that the data plan we were on had dropped in price at some point and we were being charged $15 a month more than we should have been for that plan. The AT&T employee at the store was able to change our plan to get the correct rate but offered no explanation as to why our bill never changed. His reply to use was, "I don't know why they don't do that automatically."
Both my wife and I have been AT&T customers for a very long time and we have been happy with our choice to stay with AT&T, but it does not seem right that the price of our plan dropped and the only way we were aware and could get it corrected on our billing was that we happened to decide to upgrade my wife’s phone. We had been on the new plan just over a year, so I think it is unrealistic to expect that we should be “checking in” with AT&T just to ensure we aren’t being overcharged for a plan we haven’t had for very long. I also suspect that had the price of our plan gone up, instead of down, we most likely would have seen that change reflected in our bill.
We are still with AT&T and plan to stay, but this situation hasn’t sat well with us at all. My wife provided this same feedback via the text survey that she completed after she got her phone, but who knows where that feedback ended up.