So, Friday (05/20/16) I had a very long chat room converstion with Mary C: We discussed many things including the upgrading on my Internet service to Internet Max and then my Wireless. "Lucky you" she exclaimed! She can save me a lot of money today! Bottom line (transcript to follow) she offered me Unlimited everything on my wireless account for all 4 lines that I have for $180/month plus taxes and fees. I asked why would I pay $20 more a month for Unlimited data when I have not gone over my data allowances. Because, she stated, the $180/month includes your Next charges. Well, now she had my attention. As you can see from the transcripts that follow, I aske her at lkeast three timnes if my understanding was correct. It didn't matter how many of my 4 lines were on NEXT contracts, the cost would always ber $180/mointh.
TRANSCRIPT OF CHAT:
Mary C: For your U-verse U450 TV, new rate will be $55, the 24Mbps Max Turbo Internet for $57 for 6 months and $67/mo once the discount expires, Voice Unlimited North America for $30 and Unlimited Data with Unlimited Calls and Texts for 4 Wireless lines (all-included) $220 on the first month but on the second month moving forward, it will be $180/mo for your Wireless account.
Mary C: The new discounted rate for all your AT&T services will be $322/mo before taxes and fees. |
Jon: OK,tricky question. What will it be when the 2 NEXT contracts expire? |
Mary C: I understand it is important for you to know all details, Jon. After contract expiration, the monthly rate will stay at $180/mo before taxes and fees for all 4 lines. |
Mary C: This is a special pricing as long as you have your Wireless and TV services with AT&T. |
Jon: OK, so on the reverse, I have 2 phones that the NEXT contracts just expired, I can get those replaced with new phones for the same $180? |
Mary C: Yes, that's right, Jon. |
Jon: I know I am repeating my self, but basically, I can get 4 new phones, as the NEXT contract expires without a charge, just $180/month for all wireless services including the phones of my choice? |
Mary C: That's okay, Jon. Yes, you are also correct as long as you have Wireless and TV service with AT&T. |
Mary C: If you prefer, we can first make the changes for your U-verse services then I could partner you with Wireless team so they can take care of the Micro Cell device for you first before we make any changes on your Wireless plan. |
Mary C: I want to make sure we're still connected, Jon. |
Jon: Well, we can do both, Just to recap, Month 1 $362 + taxes and fees; months 2-6 $322 + t & f; month 7 on, $332 + t & f. This includes new phones every two years per 24 month NEXT contracts.. |
Jon: This for bot U-Verse and Wireless combined? |
Mary C: Yes, all correct, Jon! |
Your Wireless order reference number is 60611851570093. |
Mary C: • It may take up to 2 bill periods for your bill to be combined. |
Mary C: It may take up to 2 bill periods for your bill to be combined. Please continue to pay your separate statements until you receive your first Combined bill. |
Jon: I pay a combined bill now. OK, just out of curiosity. If I added a tablet, with a NEXT plan, what would be looking at? |
Mary C: Also, the order reference number for your U-verse account is 2701718064A
Too make matters worse, after speaking with several agents on the phone on Saturday, I finally got to one manager, who understood and at the very least empathized with my situation. He promised to call me back with a resolution today (Monday) t about 9:30 AM. While I duid ask him where he was (Tennessee), I did not ask which time zone in Tennessee. So, I waited until 11:00 EST (I am in Florida) and after no call decided to try ajd get back to him. He did provide me with his name and ID (which I will pit into the discussion herre). It is now 12:20 EST and I am still on hold, since 11:00 AM.
Extremely frustrated and after being an AT&T wireless customer for the last 10 years, I am rethinking my options.