After being a loyal customer for over 7 years, my bill was increased by 35% with no added services or value, simply because I upgraded my phone. The Sam's Club representative who facilitated my upgrade never told me that my bill would change. I asked her about current plans and/or promotions in an attempt to lower my bill but she stated that the current plan I had was the best and that I should not change. About a week after I purchased the phone I received a text from AT&T about a possible $40 increase to my bill because I upgraded (2DEC14). I called to inquire about the change after being notified via text the same day, 2DEC14. I was prepared to return the phone and decline the upgrade because I did not want to pay an additional $40/month but an AT&T rep told me that there would be no changes to my bill. As a result of that discussion, I retained the phone, expecting there would be no changes to my plan, but later I received a bill indicating that my plan was changed and increased $40/month with no added value/benefits. So I called to inquire about my plan/bill again. The first rep that I called on 3JAN15 to make my second inquiry was very unhelpful, rude and condescending and eventually hung up on me. He refused to allow me to speak to his supervisor and after hanging up on me, instead of reinitiating the call, he sent me a vindictive text reiterating the drastic increase in my bill. The second rep that I called (Heather) after being disconnected was a lot more helpful but AT&T's new process/procedures did not allow her to rectify the issue, namely adjust and limit my bill to only what I assented to, which was the same amount that I've paid in previous months. Heather stated that she would open a case to review the recorded conversation that I initiated in 2DEC14 but that it would take approximately a month to expect to obtain any kind of resolution. I am confident that a review of the recording from 2DEC14 will demonstrate that in no way was there mutual understanding or mutual assent between AT&T and I to the contract to which I am now being held hostage as a result of a intended/unintended bait and switch tactic exercised by AT&T.
Unless this can be rectified, my current sentiment is: I will definitely recommend that every cell phone customer that I know or ever encounter (in person and my social media network) AVOID all AT&T services, in every aspect, at all cost.
If can be rectified some of my confidence may be restored in AT&T to hold itself and its employees accountable to the moral obligation it has to conduct transparent and ethical business practices with its customers, to act in good faith with its customers when contacting and treat customers with the respect and dignity they deserve.
As an active member of the U.S. military these kinds of issues place unnecessary strain on service members' ability to focus our attention where it is needed the most. We would prefer not to always be concerned about predatory practices of companies that seek to unfairly increase their revenue at the expense of their customers.
Unless this can be rectified, my current sentiment is: I will definitely recommend that every cell phone customer that I know or ever encounter (in person and my social media network) AVOID all AT&T services, in every aspect, at all cost.
If can be rectified some of my confidence may be restored in AT&T to hold itself and its employees accountable to the moral obligation it has to conduct transparent and ethical business practices with its customers, to act in good faith with its customers when contacting and treat customers with the respect and dignity they deserve.
As an active member of the U.S. military these kinds of issues place unnecessary strain on service members' ability to focus our attention where it is needed the most. We would prefer not to always be concerned about predatory practices of companies that seek to unfairly increase their revenue at the expense of their customers.