After being a loyal customer and supporter of AT&T for 15 years and never being late paying a bill I'm extremely disappointed with the deceptive tactics AT&T has used with the Mobile Share Value plan. Back in January - February I saw the adds for this new plan and went to the local store to ask about it. The sales rep told me that this new plan was created to be competitive with the new plans from the other carriers. Sounded like a great deal so I switched over. NEVER once was I given anything or told anything about getting a $25 discount per line that I would lose if I ever upgraded to a new phone on a 2 year agreement as I have always done in the past.
Fast forward to September, the iPhone 6 came out and I went online to upgrade and saw that it was going to increase my bill by $25 a month per phone, 4 phones = $100 increase per month!! I thought there must be a mistake so I cancelled the order and called customer support. This was a terrible experience as the customer support rep only wanted to argue with me about why the Next program was such a great deal. I do not want to be trapped into paying another $30+ a month forever. I just want to pay my $199 and be a loyal AT&T customer like I always have. I ended up speaking with someone in customer retention, got another dose of Next, and then ultimately speaking with this persons manager.
This is where it gets really upsetting. This manager told me I could switch back to my old plan where 3 of my 4 phones would have unlimited data and I could upgrade with a 2 year agreement without my bill going up. This would supposedly only increase my monthly bill by a small amount which was totally fine. Unfortunately since I had been on the for almost 2 hours at this point I told the manager that I had to go. He said no problem, he would put a note in my account documenting our conversation and what he told me so I could call back later and switch back. A few days went by and I called back to make the switch. When I explained my conversation with the retention manager the person could not find any notes at all, there were no notes at all in my account so I had to go through the entire ting all over again. Only this time I was told a completely different story about how only one of my lines could get unlimited data and the most I could get on the other ones was 3 gb's for $30 each phone. I was still completely unhappy and really upset about the run around, deception and lies. The manager told me she would have the Area Manager call me to see if there was anything they could do to help me. I waited several days and never received a call at all.
I'm so incredibly frustrated with AT&T that I'm ready to switch to a different carrier. I cannot believe that a company would treat their long time customers so poorly and just push them away. All I want to do is go pay my $199 to get a new phone, give AT&T another 2 year commitment that I will pay my bill on time every month like I have all these years and not have my bill go up. Is that so much to ask for? Is there anyone in this company that cares about keeping customers and can help me?
*Please don't bother responding if you're going to say that the discounts were in the fine print because the sales rep never told me anything about it and never said my bill would go up if I upgraded on a contract.
Fast forward to September, the iPhone 6 came out and I went online to upgrade and saw that it was going to increase my bill by $25 a month per phone, 4 phones = $100 increase per month!! I thought there must be a mistake so I cancelled the order and called customer support. This was a terrible experience as the customer support rep only wanted to argue with me about why the Next program was such a great deal. I do not want to be trapped into paying another $30+ a month forever. I just want to pay my $199 and be a loyal AT&T customer like I always have. I ended up speaking with someone in customer retention, got another dose of Next, and then ultimately speaking with this persons manager.
This is where it gets really upsetting. This manager told me I could switch back to my old plan where 3 of my 4 phones would have unlimited data and I could upgrade with a 2 year agreement without my bill going up. This would supposedly only increase my monthly bill by a small amount which was totally fine. Unfortunately since I had been on the for almost 2 hours at this point I told the manager that I had to go. He said no problem, he would put a note in my account documenting our conversation and what he told me so I could call back later and switch back. A few days went by and I called back to make the switch. When I explained my conversation with the retention manager the person could not find any notes at all, there were no notes at all in my account so I had to go through the entire ting all over again. Only this time I was told a completely different story about how only one of my lines could get unlimited data and the most I could get on the other ones was 3 gb's for $30 each phone. I was still completely unhappy and really upset about the run around, deception and lies. The manager told me she would have the Area Manager call me to see if there was anything they could do to help me. I waited several days and never received a call at all.
I'm so incredibly frustrated with AT&T that I'm ready to switch to a different carrier. I cannot believe that a company would treat their long time customers so poorly and just push them away. All I want to do is go pay my $199 to get a new phone, give AT&T another 2 year commitment that I will pay my bill on time every month like I have all these years and not have my bill go up. Is that so much to ask for? Is there anyone in this company that cares about keeping customers and can help me?
*Please don't bother responding if you're going to say that the discounts were in the fine print because the sales rep never told me anything about it and never said my bill would go up if I upgraded on a contract.