Today I called ATT in hopes of signing up for the ATT Next plan. I was trying to do it online yesterday, as I like see for myself what I am signing up and paying for, but some unexplained charge for an additional line kept showing up in the cart. I contacted customer service yesterday and asked what it was. She told me it was "nothing" and that even though the charge is there in front of me in the cart, it wont actually show up on the bill.
What? Completely illogical.
I tried again today to do it, and again that additional line charge shows up. This time I call ATT to find out what it is. The phone rep asks me a series of questions. Did I press this? Did I select that etc... I didnt select anything except the plan I wanted, and add to cart. I didnt select another plan, I went with my currect existing plan, which is a grandfathered Family Talk 700 plan. She couldnt figure out where the charge came from--fine, so she offered to do it over the phone. Ok, great. She gets all of my account information up and gets the details of which Next plan I wanted. After she gets my address, I ask her what is the total I will be paying. First, she proceeds to tell me that I will be charged a $40 activation fee "n' stuff". I tell her that on the website there is no mention of an activation fee for the Next Plan. In fact, it states clearly, in more than one pop window, that all you are responsible for upon signing up for the plan are the taxes. Thats it. After I tell her this, she says that "I like to tell my customers the truth and I like to be upfront with them" and "sometimes whats on the website isnt everything you need to know.."
Say what? "So are you saying what is on the website is wrong?" She says no, but it just doesnt include everything. I repeated to her, that it states clearly on the website that only taxes are due upon signing, not an activation fee. An activation fee is only listed as a requirement with the 2 year plan. Im tell her this information and it shouldve been the other way around. She tells me she has to look into this, and after 4/5 minutes she comes back to the phone telling me "that upon looking into it, an activation fee is not required for the Next Plan". No apology, but whatever.
I ask her again for clarity, what will I be charged per month? She then tells me the $25 per month, taxes, and a mobile share discounted access fee of $15. This access fee is something I already looked into and discussed with Att the day before. I was told by an Att rep that this fee does not apply to as it only applies to, as the name suggests, Mobile Share Plan customers. I am not a mobile share plan customer. I have the Family Talk Plan. Again, I have to fend off another fee she is trying to slap on my monthly bill. I tell her thst I do not have the Mobile share plan, I have the family talk plan, so this access fee does not apply to me. She leaves for another few minutes, and comes back telling me, "oh well you wont have to pay the access fee, so just the $25 per month".
At this point, I know Im not giving this chic my credit card number. All of my account information is right in front of her, and here I am entrusting her to charge me properly and she is haphazardly attaching unecessary fees and charges to my account. This is exactly why I do not like calling ATT for anything pertaining to my account, especially when it comes to changes. If they screw something up in your account on their end, there is a near nonexistent trail to trace the person who screwed you over, therefore making you the over charged loser in the end.
I promptly ended that call without giving her my cc and will attempt to do it online again. Your CSR just tried to upcharge me big time, told me that she tells her customers the truth, insinuating the rest lie, and sometimes whats on the website isnt entirely accurate. Thats some bad business.