When I upgraded my iPhone to the iPhone 6, I decided to go with the two year commitment pricing. When I received the bill I noticed that my bill went up by $50 because I upgraded two lines. I contacted customer service and they said because I was on a family share plan, that I had to upgrade on the next plan in order to continue to receive the $25 discount per line, which I have two lines. I told the customer service rep that I was unaware of this and I switched from an unlimited data plan because the rep at the att store made it sound like the best plan and it will save me money, which he failed to mention anything about that I need to upgrade on the next plan in order to continue getting the discount.
The rep was unable to do anything for me and I let them know that I will be switching to another carrier after being a customer with att for 10 years. Which I did. Couple of days later I contacted att regarding ETF’s and with speaking to the manager she said that if I do come back she will notate the account that I will not be charged ETF. I informed her that I no longer own the phones and that I will need to repurchase the phones, which I agreed to buy on the next plan. She expressed that I have been a customer with att for over 10 years and that she will make sure that no ETF are charged. This conversation went down on September 30th.
Today, I logon to my att account and see that I have been charged ETFs. I contacted customer service and I spoke to Josh, he was extremely rude and unprofessional. He stated the he sees no such notes on the account and that I am stuck paying for the fees. He went on to say that att is a multi billion dollar company for a reason and that they never waive the fees. I told him that I spent over 2 days dealing with customer service regarding this issue and that I made sure that they note the account of all conversations we had. Josh went on to say that I see that you called several times on Sept 30th and I do see the note that said you will not be charged ETFs but I am not willing to waive it.
I told him that I was lied to because the customer service manager that I spoke to said I will not be charged ETF and now I am. Not only that, you are unwilling to waive it and now I am stuck with a $1,200 bill that in no way I can pay that. I am not really sure what to do here….
I have never been treated so poorly by a customer service manager as I was by Josh. He was cocky and had no interest in hearing anything that I have said to him. I hope that att does record there phone conversations because this is has to be illegal. I was told that the fees will be waived and now I am being charged fees and the manager I spoke to lied to me about what the account notes say and said he will not change the bill. I told him why will I pay ETF if I still have service with att? His respond was... Thats the way it is!
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