August 19, 2014
AT&T Wireless AT&T
[address removed] [address removed]
To whom it may concern:
The following is my experience with AT&T Wireless over the last few months. This letter is being sent to the AT&T complaint department, the Warwick Mall Store in Warwick, RI and posted on social media.
My time with AT&T Customer Service:
In Store Chat
June 20 about 1 hour July 31 33 minute chat
August 1 about 30 minutes
Phone Calls to Customer Service
August 1 19 minute call
August 4 2 minute call
22 minute call
August 19 10 minute call
10 minute call
10 minute call
I went to the AT&T store in Warwick Mall, Warwick, RI and spoke with Jason on June 20, 2014. At the time I had three phones, an iPhone 4, iPhone 3s and an LG phone, all on a 300mg data plan per month. Jason recommended I could easily upgrade two of these phones, with no real change in my monthly bill. Prior to June my monthly bill was approximately $150.00. I was told the most my bill would go up was by about $10.00. I upgraded two phones to an iPhone 5s and an iPhone 5C. Jason told me the only thing I extra I would have to pay would be taxes, which I paid that day. These amounts were $38.50 and $45.50.
My next bill was $251.01.
Obviously upset and confused, I chatted with AT&T Customer Service online. They could not figure out the problem and advised I go back to the Warwick Mall store to get resolution.
On August 1, 2014, I met with Adam at the Warwick Mall. I also spoke with the manager there that day. It was discovered I was in two plans at once for one of the phones. The old 300mg data plan had not been removed. They fixed it and then advised I call customer service to determine how much to pay.
On August 1st and August 4th I spoke with Customer Service. My bill was adjusted and I was told to pay $217.01. I still was upset by this amount, but was told it was the prorated because of some data overages. I was told my next bill would be approximately $170.
My next bill was $214.57.
On August 19, 2014, I called AT&T and spoke with various Customer Service Reps. Erin, Able, supervisor Aaron, and his supervisor Gabriel. Erin said my bill should be approximately $147 and she didn’t know why I was being charged so much. But then the call dropped. Able and Aaron did not understand what was going on either.
Gabriel did some review and I was told my phone charges are actually $134.98 per month but the NEXT installment plans for the two new phones totaled $50.01, therefore the total should be $184.99. Gabriel admitted probably everyone I was talking to previously did not mention the NEXT installment amounts when quoting my total bill amounts. I did have one data overage of $15, which I am not sure is even correct but have no idea how to research. Still doesn’t really explain how the bill is $214.57.
Gabriel made some changes and gave me some discounts and my bill was now $152.31.
Gabriel assured me my next bill would range between $172 and $174 per month, unless there were data overages.
All of this is very upsetting, annoying and tiring. I am a victim of poor customer service with AT&T. Everyone explained things differently, things were left out, and no one could ever give me an exact amount that ever matched anyone else. I was a victim of bait and switch with shiny new phones. These layers of charges are ways to exasperate customers. The bills and charges are too complicated. Often the reps confused themselves in explaining it to me.
I cannot afford to leave AT&T. To cancel I would have to pay over $1200.00.
AT&T needs to understand how poor their customer service is, how customers are treated, and how this makes a customer feel. In return they get upset customers who are not pleasant people to talk to. It is upsetting having to explain over and over my experiences. Perhaps social media and this letter to the Compliant Department and to the local store will get someone’s attention.
This story is not over. I still await my next bill. I am not confident the amount Gabriel quoted of between $172 and $174 per month. We will see.
Sincerely,
Liz
[Edited to comply with Guidelines]