I learned today that AT&T has overcharged my family plan for 6-months. The customer service rep (after she stopped laughing at me) offered me $70 for the past month only. I asked to speak to a supervisor. He told me that this was my fault for not flagging it earlier. I tried to explain that I don't believe it's the customer's role to make sense of an organization's financing. In addition, I tried to and didn't understand how the bill was broken down. Needless to say, he still believes that the responsibility is on me. He went further to say that AT&T could not retro back the other 5-months because, again, I should understand how the financing works.
When we investigated the increased charges earlier, we were told that they were due to paying for a new phone. I also learned today that was incorrect.
My family has 3-lines and has been with AT&T for over 10-years. Sad to see how AT&T treats long time customers. Amazing to see a company make an extra $420 and offer $70 of it back. Those extra dollars are a mere drop in the bucket to AT&T. Not so for my family.