I have been a loyal and “valued” AT&T customer since 1999, the account owner since 2005, and I currently own 4 total lines - 2 of which have grandfathered “unlimited data” plans. Up until almost a year ago I’ve loved AT&T’s services and customer experiences. About a year ago I needed to add another line of service to my account. I received an offer from Sprint that I thought was unbeatable and so I called AT&T to regretfully cancel my service but was shocked and pleased when the customer service representative told me that they could get within $20, $187 after taxes, of Sprint’s promotion. Although the $187 for 4 lines of service were more than Sprint’s, I was willing to pay the extra to keep my service. The representative said that she would apply credits to make this possible price possible. She also informed me that the credits would drop off after 6 months, but that I would just need to call back after those 6 months and AT&T would re-apply them.
After a pleasant 6 months my bill jumped up to $230! When I called to have the credits re-applied, I was told that the credits could not be re-applied and had expired. After several calls and numerous frustrations, I spoke to the cancelation-manager who said that the very best they can do is apply credits to get the bill down to $197 after taxes for another 6 months and then I’d again need to call to get the credits re-applied. At that time, I was 6 months into new 2 year contracts and did not to want to pay the cancelation fee nor could I get the previously mentioned great deal from Sprint. I reluctantly agreed to the $197 but was very displeased with being lied to.
Since that time, 5-6 months ago, my bill has been $242 on average! I have called AT&T at least twice a month every month during that time period and asked to speak to a manager each and every time and my request was never granted, with the exception of a single occasion. Each time my “customer service” experience has continued to get progressively worse. On almost all these occasions, including the one time I got through to a manager, I was told that there was nothing that can be done and that I would HAVE to switch to the mobile-share plan or that they could transfer me to the cancelation department!!
I am extremely upset and hurt by the two false promises made to me and the subsequent atrocious “customer service” experiences (likely a continuation of AT&T’s war against its unlimited data customers) which I’ve encountered. As a result of this ongoing, frustrating, and inexcusable situation, which AT&T has no interest in fixing, I will be filing complaints with the FTC, BBB, and AT&T’s Office for Dispute Resolution.
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