I have a family plan with 5 lines, all eligible for upgrade, so I upgraded 3 lines, one iPhone on Sept 20 and 2 basic phones on Sept 21. On both days, the rep that helped us didn't mention anything about this "$36 upgrade fee" per phone. When I went online yesterday to pay the bill, I was completely shocked to see my bill at $295 instead of $175 that I have always paid.
I called customer service told the rep I was not told about the fees, she explained these are standard fees and couldn't be waived, told me to go to the store and I might be able to get help there.
So I went to the store, talked to a rep there, got referred to the manager, and again I was told those are standard fees that couldn't be waived, nothing she could do. and very conveniently, the rep that helped with the upgrade was on vacation.
Went home, called customer service again and asked to speak with a manager, told me the same thing, standard fees, couldn't be waived. the only thing I appreciate going through this ordeal is that everyone I have dealt with gave me the exact same thing, "standard fee, couldn't be waived", att must have spent lots of time and resources training ppl on memorizing that script. But not enough time on training rep to provide accurate fee info.
to be very honest, I would have upgraded the iPhone anyway, but definitely not the 2 basic phones, they were for kids, and the new ones had the same function as the old ones, just differently colors, we got them becoz they were $1@.
I guess these days att makes money by hitting its customers with all these hidden fees! Tell u nothing about it upfront, then hit u with the fees when it's too late; if u want to get out of it, u need to pay a $35 restocking fee, $150+ Contract termination fee, and these fees r per phone! I guess i could only transfer my other 2 lines out and wait for the 2 yrs to be over.
if anyone had similar experience, please leave a msg, if there's a pattern, hopefully we will have a case.