We've been with AT&T for over 10 years and overall have been happy. A few months back we upgraded a phone and renewed a contract. (We have 4 phones in all) When I received the bill it was $25 higher than normal. I called support and was told that they had changed how they were doing things and when I upgraded it kicked that phone off the family plan so I lost my discount and every time I upgrade a phone that will happen. That means my bill will go up $100 eventually if I upgrade all my phones. I can of course opt to buy a phone...at the FULL cost of $600 to $700 and make a payment each month for two years. But that's basically the same thing.
The service guy, who was very kind and sympathetic, told me this has actually been a big problem and he was so sorry about it. He said by the time people get their bill and notice the greater cost its over the 14 day return period so they can't return the phone and undo the contract extension. Basically AT&T is doing this on purpose.
So I wrote to HQ and told them what had happened and that we could not afford any upgrades ever with this new system and asked kindly that I be let out of my contract. I received a call from Mr. Jonathan Bennet who was at corporate headquarters in the Office of the President. He was incredibly rude and short with me from the start and when I told him my situation he said that there was no way they would let me out of my contract. I was shocked. One would think someone in his position would be more professional.
I've been forced to reduce our plan with them in order to save money but it's so low that now none of us can really use the data at all even though we're paying for it. I'm waiting out the two year contract and will then switch to Verizon. They may be similar but I won't stay with AT&T after that phone call with Mr. Bennet. He showed me very clearly that my business of over a decade means absolutely nothing to them.
Nancy