We have has constant issues with poor customer service from AT&T Wireless; both with our local store and the customer care line. The local store sold us the Next plan without clearly explaining that A) It was the Next plan and B) that no, the phones are not free. They kept insisting the upgraded phones were all FREE upgrades so long as we signed a two year contract. Instead we found approximately $30 per phone on the bill for 24 months.
We agrued and they claimed that they explained the plan clearly. There was nothing we could do to resolve the issue. We noticed that this is a problem many, many people had when the Next plan was introduced. Shady sales practices.
To add insult to injury they took us out of our unlimited data plan because the Next plan was much better and less expensive.
We're going to ignore how useless our local store is when you have any issues. They couldn't even get it right when we needed to switch phone numbers from one iPad to the next. It took two trips to get it right! They also insisted we had to delete any AOL email addresses and get all new Gmail ones on our phones because AOL won't work. Which is completely untrue. We got everything working in 20 minutes at home.
Recently we tried to upgrade BACK to the unlimited data in cooperation with DirecTV. Something must have slipped through because we were hit with ridiculous overages. At some point they said they'd upgrade us, but it was only for another 5 GB. When we called because of overages again they finally put us into the unlimited. Then gave us a whole $25 credit for our trouble.
$25. Unbelievable. Most people we know have Verizon and we're going to jump to that ship because apparently being with AT&T since the 90's means NOTHING. We've been loyal and received not one bit of consideration in return.