August 22, 2014
At& t Headquarters
175 E Houston St
San Antonio, Tx 78205-2233
ATT AT&T Customer Care
I am writing to you regarding my account [Edited for privacy.].
I have been a customer with AT&T since they become AT&T and prior to when they were Cingular and Ameritech. I have had all my services which include wireless phones ( a family plan for as long as I can remember), internet, land line and uverse when it became available in my area.I have always felt that the customer service was very good and anytime I called I was helped with great satisfaction. Until recently.
In February of 2014 I saw an commercial on tv regarding a family value share program. I looked into this by calling customer sevice as I needed a plan that would help me save with 4 phones that I presently have. The program was set up and I reduced my bill and received service I felt was great “ 4 phones-10gb of data for 160 a month I was very happy. My bill was consistent until…I received a $359. Bill for this month service. I called confused not understanding I was advised because I upgraded two of my lines I lost that value plan….WHAT????
First let me just say Is this how you keep your loyal customers? Because I decide to upgrade my phone and stay with the company I have been with, you now want to take away the plan I just started. NO ONE said anything about “IF” you decide to upgrade you lose this plan….really???? If I decide to upgrade and STAY with your company you now want to penalize me. Again no one said if you take this plan and upgrade any of your phones when they are due for an upgrade you will be knocked out of this family value share plan…and let me just say at the time i put this plan into effect with the help of your customer service rep I actually was eligible for an upgrade on one of my phones and no one said anything to me about this becoming a problem on this plan if I upgraded.
No where in your commercial for this plan do you disclaim that if you switch to this plan and phones become eligible for an upgrade you will be kicked off this plan….no contact just thrown into additional charges that put me right back to where I was before I changed to this plan.
I have made several attempts to talk with your “customer care” department with no resolve except they will have a supervisor call me at a certain time we then arrange and that time comes and goes and there is no call until I call back and complain that no one called me at the time we set up so I could be available. Again this is how you treat customers who stay loyal and want to continue with your service . I would also like to say that I have upgraded over the years and the upgrade fees have gone from $18 to $40 This again is your way of keeping your customers………..?
I am presently still awaiting a resolve---all I would like is to be placed back into the family share value plan - 4 phones 10gb=$160 monthly,
I am enclosing my payment for the family share value plan of what I have paid over the last several months –$174.20.
janhcell