"What we have here is a failure to communicate" should be AT&T's new motto! In May of this year an emergency arose that I had to get a replacement phone for one of my lines. That particular phone number wasn't up for upgrade until June of this year. I called AT&T and they explained that I could "SWITCH" the two upgrade dates and that would help with the emergency. GREAT! I thought.
Well, not so. Because in June, the person that had the phone number decided to leave my plan for one of their own. I called AT&T and asked how that could be done. "NO problem" they said. All I had to do was to give my approval to have the phone number and line removed from my account. Simple, right?
Not until I got this months bill... I was charged for the cancellation of the that second line!!! I called and explained about the switch over of two upgrade dates and that I should NOT be charged because the upgrade was for June, 2014. WRONG! That's where it went down hill fast.
NOT ONCE when doing all these changes did ANY of AT&T's Customer Care Representatives explain to me exactly what these changes entailed in the future. 1. When I "switched" the upgrade dates between two phone numbers that were both due in the same year, AT&T FAILED to explain to me that the upgrade date for that second line was being pushed to an EXTRA year! AT&T had a solution: I could ADD an iPad or other tablet to that line, the $315 charge would go away and I would be paying a mere $10 month! GREAT, I thought.
NOT so fast... Add insult to injury, AT&T then explained that since the person "took" the phone number with them when they left, that I could NOT use that number for the tablet or another phone WITHOUT getting that phone number back!! Yes, you read it correctly. AND I could NOT be issued another phone number in its place!!
NEVER ONCE did "CUSTOMER CARE" explain the PIT FALLS or SMALL PRINT of these changes I made to my account!! IF I had been better informed, I would have done things much different. But I was never given a chance. I have been a loyal customer for over 20 years. I have ALWAYS said that I would recommend AT&T to friends and family. NOT ANY MORE! Signed, a very UNHAPPY CUSTOMER!