Hello, I'm having a problem with my mobile bill. I e been with AT&T as long as I can remember. Earlier this year when my wife inquired about her date of upgrade eligibility for a new iPhone, she was told that AT&T no longer had discounted phones as upgrades but that we could sign up for AT&T next. Seeing as this was going to increase our bill, I asked for an exception or what could be done to prevent my monthly cost from increasing. The lady said that there is a new plan that she could put me on that would lower my bill even after we added the AT&T next to our account. I was very satisfied with this solution and happy to have had such great service. So the same day my wife headed to AT&T store and picked up her new iPhone. Within a few weeks I was notified that since I was not a uverse or direct tv customer that I no longer qualified for this plan and I would be put back on my original plan. But what about the next plan that we already signed for as a part of our lower monthly bill? This was the first time I had ever heard of AT&T having a promotion with direct tv as this was not mentioned when we were switched to this plan. I was told that the phone my wife received was not returnable since it had been over 14 days. So now I'm stuck with our original plan + the amount of AT&T next? This is not what I agreed to. So I called customer service and they could not lower my bill or do anything to help me but sent me to a resolution team and provided me with a case number. I was able to select my method of communication by this team and selected a phone call. My inquiry was to be on the discounted plan since I was misrepresented by the employee who put me on the new plan. A few days later I received a text message stating that my request was accepted and applied to my account. This was great news. I was very appreciative of this solution and was once again a happy customer... Or so I thought. Last month I noticed my bill was larger than normal so I called into customer service and was told that it was due to a prorate which the representative wasn't able to provide me with any information about the prorate or why it was more but that my bill would drop back down after this month. Today I received a text stating that my bill was due and was $40 more than expected. I called into customer service and was disconnected twice. On my 3rd attempt I was being transferred to the supervisor but had to hang up because I was at work. I feel that I have been misrepresented and would like to talk with an actual person who can assist me in getting my plan back as promised. Thank you for your time.
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