I know this is a lengthy account, but after the **-day ordeal I experienced while upgrading phones and talking to at least ** different customer service representatives, I hope that you will take the time to read all the way through. I’m sure this is the kind of experience that AT&T would not want for their customers.*I have a cellular account with * lines. We have been AT&T wireless customers for at least ** years. Recently (May), we tried to take advantage of a deal on iPhone **** for upgrades to all * lines. It was a long nightmare. At the start we were on a ** GB data plan with a monthly cost of $** * * lines @ $***line for a total of $***.*First upgrading two iPhones, the customer service representative assured us that there would be no change to the account plan, that the monthly payments would remain the same. After that call, the rep sent an email confirming that information.*The next day I called to upgrade two additional iPhones, that rep told me the line charges would be increased since we had to move to the *-year agreement to get that deal. That was new information, so I declined the upgrade. Later, I called again and that rep said there would be no changes to the monthly plan. I upgraded * iPhones.*Over ** days I talked to at least ** representatives and got differing information. At least * or * of them assured me that my monthly payment would not increase. I upgraded the *th iPhone.*Later, I received an email saying changes had been made to the account and when I looked, we were on a **GB data plan with a monthly cost of $** * * lines @ $***line for a total of $***. That is not the same plan as it had been!*I called and was told there was no way to cancel the upgrade and go back to the original plan with our original phones. Even though it was only * days after the first upgrade and even though we had been told several times there would be no change to the plan. I asked to speak to a supervisor and was told that there was no supervisor I could talk to, no one would be able to help me. Needless to say, I was very aggravated to hear that. That rep finally agreed to start a case with the information and I could expect a response in about * weeks. When I asked about the costs accruing till then, was basically told I would have to pay the increase.*After hearing the same story of the line increase from several reps and getting information on the best we could do for a plan that was close in cost to what we had been paying, we decided to go with the unlimited choice data plan which was $** * * lines @ $***line for a total monthly cost of $***. That is $***month more and one rep tried to convince me it was the same, or only a minimal addition as if everyone can surely pay $** a month more without any problem. That’s definitely not true for some people, and it was exceedingly irritating to hear that.*The day after that, I received an email saying my plan had changed. When I looked to verify, it turns out we were put on a different plan which cost even more. Some other unlimited plan but with a higher cost. I didn’t even look to see the difference because that wasn’t what I had agreed to. I had to talk to * more reps before I could get it correctly changed back to unlimited choice at $****month.*The next day, I received another email saying my plan had changed again. This time, it had been changed to the ** GB plan with $***line for a total of $****month. My best guess as to why is that the case that had been started to bring us back to the original plan had been resolved by putting us on the much more expensive plan. That is not a reasonable resolution to the case, and I was not even aware that it had occurred, much less asked if that’s what I wanted. Why any customer representative would think that I want to pay $** more per month for a limited data plan is beyond my comprehension.*I had to call again to get that changed back to the unlimited choice plan. This time I requested a waiver of the activation fees for all the trouble I had in getting this taken care of. I was told that the waivers were reasonable, but that I would have to call back after it was billed, it could not be taken off the account before then. That sounded as if AT&T was hoping I wouldn’t bother to call back, but after all this, I clearly would. *I called back one final time to verify what was in the database for our account because there were * different amounts shown in my on-line wireless account. The rep was surprised that it was different in the * places but could clearly see it also. She verified that we were back on the unlimited choice. When I asked her about the activation waiver, she said she could start that now, but it might not take effect before the next billing cycle. *When the next bill came, there were * lines with activation charges and * lines without activation charges. There were quite a number of other line items about changes applying to several days out of the month, but it was unclear what they all were. I called again and was told that we would received credit for the * other activation charges since I needed to pay that month’s bill. I don’t know if that really happened and want to know whether the account has been credited for $*****$***. *Given that I got different information from different customer service representatives, it is clear that they don’t really know the information about plans and costs. As a longtime customer, I was severely disappointed in this service. It was without a doubt the worst customer service experience I have ever had.
GetHuman-esr did not yet indicate what AT&T should do to make this right.