I have been with AT & T since BEFORE 2004. My husband and I started with separate accounts. I want to transfer his account (currently 3 phone lines) to mine (currently 3 phone lines). AT & T refuses to do this because my account is billed in arrears and his account is billed in advance. AT & T is willing to "allow me" to open a NEW account and combine all 6 phone numbers under a brand new, 2013 account. I think this is ridiculous. The first rep "Brad" told me I would lose all tenure. The second rep above him "Matthew Brogan" told me I must open a new account, pay a double bill on the "arrears" account, but swore that I would keep my unlimited data. He also promised that my account would not lose tenure and that AT & T would credit me $100 for my trouble on my first bill. I asked him to confirm this in writing and he said there was no way he would send me an email in confirmation. I asked that he send me a regular letter to confirm and he stated no way. Literally "no way, I am not going to do that."
Let me state that I have spent way too much time on this. I started with a simple transfer of responsibility online, and I was directed to call to complete,I spent 12 minutes on the phone with CS yesterday to be told it was because one of the accounts had a new iphone & that I would have to make a call during business hours today in order to transfer the responsibility. I did so - only to spend 21 minutes going through the phone tree and escalating upwards to be told I could not do it without a new account and that they refused put the offer in writing.
Is this anyway to treat a long time customer? Especially one who just wants to consolidate her ALWAYS PAID ON TIME bill? (which saves AT&T money too!) ARGHHHH