Between April 20th and April 26th, I have recently tried to add a shared data plan to my wireless cellphone plan. It has been the worst experience. I have 3 lines, out of contract, and have been a customer for many years now.
I want to share this experience to protect other AT&T customers from being swindled and abused.
I have tried to add 1 GB of data to my plan THREE times since April 20th and EACH TIME they have billed me for a different amount than I agreed to. So, this is not a one time error. And each time they reassured me it has been fixed and apologized saying how AT&T is a multi million dollar company and we do not try to knowingly steal a few bucks from our customers. Is incompetence, making a mistake 3 times in a row and taking more money each time from the customer, any better?
I will share my most recent experience that occurred on April 26th, 2014.
Saturday morning, I signed online, to pay my bill. (I have already had to call in twice before about them charging me more than the contract I agreed to.) The contract was 1 GB of data for $25 a month. And each line (3 in my case) would be for $25 each, bringing my total to $100 monthly bill before taxes and fees. My online bill as of 4/26/2014 read 1 GB data for $45 not $25. So at 9:31 AM I called AT&T.
I spoke to an agent named DANNY ([Edited for privacy.]). After he verified my identity. I also asked him for his name and agent ID. He was very hesitant in giving out his ID# and kept trying to mumble over it and go on to seeing how he could help me. I had to ask him 3 times. Finally, I got it and had him read it out again to confirm what I wrote down.
Then I went on to explain my problem: "Hi, Danny. I have signed onto my AT&T wireless online account to pay my bill but I am seeing an error. I signed up for a new contract for 1 GB data a month at $25. But online, my new plan is stating that 1 GB of data is $45." Danny (the AT&T agent) told me, yes, 1 GB of data costs $45.
I told him, "No, this is the first time, I'm ever seeing or hearing the 1 GB plan costing $45. I saw online and spoke to an agent who made the contract change for me to be $25." Danny told me no, you are mistaken, 1 GB plan is $45.
I then asked him, "I'm logged into my account right now, with my computer screen in front of me. When looking at plans, it clearly says 1 GB is $25. Why does it say in my billing that 1 GB is $45? Can you log on and help me?"
He then said, "I don't have to. It is $45 for 1 GB." At this point, I was speechless. When I call customer support for help, I've never heard an agent tell me they won't help. Not even a can't or an explanation, but a 'I don't have to.' After a pause, I asked, "What do you mean, no? I'm looking at my account and bill and I'm asking you for help."
He then tried to play semantics with me and said, "I never said, 'no.' Did you hear me say 'no?' Listen! I said, I don't have to. I know it is $45. That's what it is." -- Incredible.
Then I said, "By saying 'I don't have to' and not doing a request I ask is a refusal, so by default it is you saying "no". Is it not?" --- Phone went silent without a response so I had to ask, "Hello, are you still there? Hello? If you're not going to log online and help me with my account, let me read it to you then."
I proceeded to read the pricing structure of the shared data plan rates, but when I got to 1 GB and read out $25, he cut me off yelling, "Whoa, I SAID IT IS $45!!!." Now, I was furious. I told him, "Do NOT yell at me. Do not cut me off when I'm speaking. I am reading online and spoke to an agent before who signed me up at 1 GB for $25."
Then Danny the agent said, "Are you done? It's $45." I almost laughed at this point. I said, "Okay, maybe I'm slow or not getting this. Why don't you show me where it says $45." Then he said, "I can't if you're logged into your account." So I logged off and then told him, I logged off and typed "att.com" in my address bar and told him I'm ready for him to show me through this.
He guided me through all the prompts, telling me what to click and on the pricing page (it was the same page I was reading before) he read it out 1 GB for $25 a month. I asked him, "Regardless of your lack of etiquette, lets start over again. You are seeing this with your own eyes, what I've been telling you so far. Can you help me?"
Danny the agent responded, "No. That's not what you signed up for. You have to pay $45."
I said, "I signed up for $25, 1 GB plan, but you're telling me I HAVE TO pay $45?"
Danny: "Yes."
I asked, "I don't understand. Isn't that like bait and switch? I have never seen that pricing structure before nor have I agreed to it."
Danny: "Yes."
I asked, "Yes, what? It is a bait and switch?"
Danny: "Yes it is."
I was in disbelief, "I'm being asked to pay almost twice the contract price I agreed to? Do you realize this phone call is being recorded by your company? Do I need a lawyer or something? I need to hear you say that it is a bait and switch."
Danny: "It's a bait and switch. Go ahead. Call your lawyer."
I was in shock. I'm not petty nor litigious. I just wanted the error in my bill resolved. So I asked Danny, "Get me your supervisor or manager now."
Danny: "No."
Again, shocked! I waited for a response or explanation. Got none. "Hello?"
No response.
I asked again, "Hello? Are you still there? What do you mean no?"
Long pause. Danny: "He's not here."
Me: "What do you mean there's no supervisor or manager there?"
Danny: "It's a SATURDAY. No one is here."
Me: "I want to speak to someone in charge now."
Then Danny the AT&T agent hung up on me.
Incredible.
I have 3 cellphones; I have my mother's and father's account under my primary account. And this made me think that a customer less savvy and not being completely vigilant (as in trusting the AT&T agent at their words) would have been over charged. This is wrong and I hate to think my parents being hosed like this if I wasn't in charge of their accounts.
I implore other AT&T customers who have made recent contract changes to check that they are being charged for the correct amount. If you don't understand all the breakdown have a family member or someone you trust to have a look over the details for you, PLEASE.
This happened yesterday. I waited a day and slept on it so I wouldn't be posting this in anger but with a cool head.
Edit: I would like to ask for advice on what to do next? Has anyone else tried to add a 1GB shared data plan? If so, what is the correct price for it?