Hello.
I would like to share my horrible expereince with the community.
A few weeks ago, my son was playing around with the phones, not being aware he accidently put the simcard into two smartphones and this was only for a few minutes. At that moment, two 3 GB data plans were added to my account. However NONE of the data was used. I notced the data plan the next day as I ocassionaly check my usage from the website and I called AT&T and notified them of the problem. The customer rep told me she will take care of the problem and said that she is applying the $70 dollars that will be added to my account, two 3GB plans and the prorate charge.
Now when my son was playing around with the sim cards, he lost one of the sim, I also placed an order for the new sim card and reported the other one lost.
After a few days, I recicved a text stating that my case has been denied and no credit will be applied to my account. This is the exact message:
"iPhones being used. Data plan has been added back." This is all I received.
I was shocked, how is an iPhone being used on a sim that was deactivated (lost sim) and the replacement sim that
AT&T sent me is still not activated and laying on my table. Anyways, so AT&T added the data plan on my account on a line that was not activated.
I called again after a week, since I don't get 2 hours every day to call AT&T and explain my situation again and again. And the customer rep was shocked and decided to open another case and told me everything will be fine.I called in yesterday again to get an update on my case and I asked to speak to a supervisor.
The supervisor I spoke to was
Don - Location OHIO (That's what he told me at least)
After explaining my situation to Don, the His first response was
DON: You should have contacted AT&T as soon as that happened so we could have removed the data plan, because we didn't know you didn't have a smartphone on the line. (Mr Don overlooked my case and didn't see that I called in and opened a case as soon as I noticed the data plan)
My Response: "I did (mentioned the date), just check your records."
DON: (After a minute of silence) "Oh well at this point we can not do anything, even if you are right, we will not refund you the money."
I paid the bill, because it was due on that specific date. I am dissappointed with AT&T. I have opened a case under FCC and also lodged a complaint through AT&T customer service. (I really doubt anything will happen)
If nothing happens, I have no contract with AT&T, I will just switch to T-MOBILE. I feel the supervisor was un-professional and rude. I can careless about those 70 dollars, but it's about what is right and what is wrong. I am very dissappointed with AT&T.
[edited for privacy]