I would like someone to read the chat summaries below. Summary of problem:*On Wed...

GetHuman-kenmessi's customer service issue with AT&T from September 2018

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I would like someone to read the chat summaries below. Summary of problem:*On Wed **-** contacted AT&T via chat to discuss options to replace * of * phones on my account. Placed order thru chat line. Felt it was a bait and switch but placed order because i needed phones. My nightmere begun after that. Below are the transcripts of * Chat's. * took place the day orig order was placed. The *nd is from yesterday trying to resolve problem after several multi hour phone calls to customer service Thurs, Fri and Monday. *Reference Number: ****************** *DATE*TIME: ****-**-** **:**:** *Your chat transcript:*PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.*system : Hello! How may I help you today? *agent : Hi! My name is Steve. How can I help? *ken : I need to replace my Iphone * which i no longer can use the hearing device. i must take all calls and place calls on speaker and other problems. I have insurance which i can use or upgrade. *mc**** : Sure thing. *mc**** : Would you like to review both options? *ken : I'm really not looking to raise my bill as i have upgraded several phones for my children and was disappointed that i didnt qualify for bogo being such a long time customer. i could easily have navigated away to bend the rules but chose not to fight at that time. What can you do for me *ken : sure *mc**** : In this case then if the line has Insurance, I recommend you to file the insurance claim. I can help you with the ink to do so. *ken : What will they replace it with now. i certainly at this point would like to have the newer features *mc**** : It will be with the same device. And then to get newer features, the upgrade is required. *ken : is it even still available. i believe i have had this for *-* years *mc**** : Due to the insurance is handled by our Asurion partner they will inform you while doing the claim the availability of the device. *ken : perhaps i will try that but in the event i choose to upgrade with the * plus what cabn you do for me *mc**** : I can help you check the cost of the device into installments. **GB or xxxGB? *ken : ** would surfice but tell me the difference *mc**** : Into ** or ** months? *ken : ** *mc**** : **GB will be $**.**. *mc**** : xxxGB will be $**.**. *ken : remember that i should have been able to get a second * when my daughter upgraded hers *mc**** : Do you mean with the BOGO? *ken : iwas told because i wasnt adding a line i didnt qualify. i exlained that it would be easy for me to cancekl any of my * lines than add another line just to qualify but chose not to go that dirrection *ken : yes *mc**** : I completely understand. However the BOGO at the moment required a new line. *ken : i have been a customer for over ** years. i think that i should be entitled to some consideration *mc**** : As well DTV, U-Verse TV or AT&T Internet. And we value you as the long time customer you are, it's just that is how the promotion works now. *ken : so if your telling me i still can than i would rather take that option for my daughters latest upgrade or i can cancel my ***-**** and add a additional line and give it to my wife. I would also request to use my cancelled *. I dont believe that getting direct tv was a condition at that time *ken : How much would just the internet be monthly or annually as i already have a service *mc**** : Yes, you can cancel a line and add a new one. And the DTV, U-Verse or Internet is a requirement now. What happens is that I am from Wireless only, in this case I would need to connect you with the internet department to check the cost. *ken : but you are telling me that internet alone would meet the requirement for BOGo and i can give that to my wife. Wil i be able to keep my old * *mc**** : Yes, you can get internet and it must be a new numbe. *ken : If not van i cancel any other lines and than request a change in number back to the one i cancelled and replaced *ken : What happened to keeping your own * *mc**** : The canceled number cannot be changed back. *ken : And do i really need to go thru this and i can because i have * kids with phones but rather not have to tell them there * is being changed *mc**** : In order to do the BOGO a brand new line is required. *ken : I believe that i will check with other carriers who will allow me to use all my *'s and offer a better value than you are. is this the best you can offer or can you ask a supervisor before we disconnect? *mc**** : I would really love to help you out so that we can keep you as a customer. We value your loyalty and your business and I'm pretty sure we can figure this out for you. Allow me to connect you with one of our Loyalty Department who will for sure provide you with the best assistance possible, it will be this same chat therefore you will not need to repeat yourself. *ken : Thanks i appreciate that. *mc**** : Sure, allow me to process the transfer. *mc**** : I am going to transfer you right now there may be a wait time, please stay connected that way the chat will go through successfully. *ken : ok *ken : still waiting *ken : Hi Joseph *jg***b : Nice to meet you Ken, I understand that you want to check the upgrade promotions, am I right? *ken : could you please review prior chat and see if there is something you might be able to do for me *ken : yes sir *agent : I understand. *agent : I can help you with that. *agent : Thanks for bringing this to my attention. Please give me a moment to review your account. *ken : i upgraded several phones recently and was disappointed to find out all the hoops i would need to do to qualify for a promotion you were offering which i could have done but really didn't feel it was necessary *jg***b : I totally understand your point *ken : now i need to upgrade or replace my current phone on insurance or just new. *ken : I really dont want a new or used iphone * with insurance with a $***.** deductable even if it was reduced to $***.** *jg***b : Don't you worry, I will check the best option for you *agent : I'm going to ask you a few questions to make sure I have the info to help with your request. *ken : no problem *jg***b : May I know which is the lien that you would like to upgrade? *ken : ***-**** *ken : *** area code *jg***b : Thank you, please allow me one moment while I check the promotions for you *jg***b : I have found something great for you, this is the iPhone * for only $** before taxes monthly, this si with our AT&T installment plan, and is without contract *jg***b : this will not affect your plan at all *jg***b : and you would only need to pay the taxes today *ken : you said monthly. how many month's? *ken : would it be new or a refurb *jg***b : this is with our Next installment plan which is for ** months, and it is a totally new phone *ken : ok so lets put that aside for a moment. My wife ***- ***-**** could possibly use this and i believe it's a good deal. What could you do for my line ***-***-**** with a * plus *jg***b : Please let me check that for you *jg***b : I can give you the iPhone * Plus for only $***.** before taxes one time payment, with a * year commitment *jg***b : new phone as well *ken : that would be available as a ** month plan? *jg***b : In this case since it is with an special discount, the system only allows me to place it in a one time payment *ken : I have just become terminally ill as well as perminatty disabled. I really rather not spend a one time payment if i can avoid it if possible *jg***b : I get your point *jg***b : then I have the iPhone * Plus for only $**.** monthly before taxes with the AT&T Next *ken : That ends up the same as it would normally be *jg***b : However, you are able to make an early upgrade at the month **th with trade in *jg***b : What happen is that the promo on the iPhone * I mentioned you, is only available with this device, or with the iPhone * Plus *ken : I've been with you guys for a very long time. i almost left you when you decided to change my plan with this new format. I was able to go every * years with my familly and get new iphones no question or difference in my bill. It was like christmas for my kids, so im aware of the ** mo upgrade but i still must continue to pay the monthly premium *jg***b : I totally get you Ken *jg***b : and I want to help you as much as I can with this *ken : So can we recap? I am able to upgrade the ***-***-**** with a * or * plus new phone for $** per mo for ** months and get the * plus New for the ***-***-**** for $*** but would be required to pay that upfront if i understand your offer., correct? *jg***b : The promotion on the iPhone * and *Plus is a $*** discount *jg***b : and yes, it is totally *jg***b : correct *jg***b : sorry I didn't finish the sentence *ken : I'm not sure if my wife woul*d be comfortable with the plus but i think she could. could i exchange the plus for the * if se decides its to big. And would these phones be mailed or picked up at my freehold nj location? *jg***b : They will be shipped if you make the order online with us, and if you decide you can return the phone within the first ** days after you receive the phone *ken : would it still be replaced for the same deal except a * rather than a plus. *ken : Shes on *g currently and believes her iphone * still works well. Doesn't like change *jg***b : since this is a loyalty promotion, it is possible that if you contact us back later the promotion will nto be available *jg***b : this is just a possibility *jg***b : I understand it, it is hard to change, and more if it is the phone that we use everyday *ken : Please let me know what would be due today and the monthly premium additional. *jg***b : For only the iPhone *, or for both? *ken : I'm confused as to "It's just a possibility" *jg***b : Is because these promotions are changing *jg***b : and I cannot assure you that it will still available when you contact us back *ken : would it be based on availability at that time? If so if its no longer available will you upgrade it at the same amount for a equal amount for the *? *jg***b : No, it is based on the availability of the promotion, because this promotion can be applied on any smart phone *jg***b : Just that in some devices the discount is $***, it is depending which phone you chose *jg***b : Oh and if the phone you choose is below $*** in cost it goes down to $*.** before taxes *ken : Ok i understand. Just oder what i want now and keep it or return and risk the chance it not available. *jg***b : Correct *ken : What would be offered for the *.** before taxes? the *, *, or *pus? *jg***b : One second please *jg***b : The iPhone * is for $*.** before taxes *ken : New or refurb? *jg***b : Oh sorry, wiht this offer the phones are totally new *ken : monthly or one time price? *jg***b : one time price *jg***b : Or the iPhone * for $**.** one time payment as well *jg***b : before taxes *ken : Is this contingent on both being ordered? *jg***b : If you upgrade them for example today you would need to pay this today, and you can upgrade them separately *jg***b : Does that answer your question? sorry, I am not sure I got the question *ken : ok let's do the * plus for ***-***-**** and the * both new for the one time charge of $*** plus the $*.** for the ***-***-****. Question would be how can i transfer our info to new phones? *jg***b : Don't you worry, they will be shipped with new Sim cards *jg***b : adn with instructions of how to activate them *jg***b : Please let me start the order, sounds good? *ken : i can sign in with saved password to Find my Iphone on my current phone but i am unable to get the password for the i cloud to back up my info . I have requested it twice and keep getting the same answer. WE WILL GET BACK TO YOU WHEN AVAI:ABLE *ken : Will new sim cards remove all and any stored info on old phones? *jg***b : For the storage I would recommend you to contact iPhone directly, regarding what you just told me about the password *ken : Ok I will Let's Move on *ken : What do you need from me? *jg***b : I will start the order, and I will be like asking the information needed , sounds good? *ken : Wife will do the * plus new for the $*. *ken : $*.** *jg***b : Great, please allow me one moment *jg***b : Just to confirm you want them to be shipped to the same address, right? *ken : Yes *jg***b : I am making the order for you *ken : Ok *jg***b : Thanks, one moment please *jg***b : Just updating, I am on the order :) *jg***b : I am going to send you a pin to make this upgrade, to which number would you like me to send it? *ken : xxxx *jg***b : I just sent it *ken : ****** *jg***b : Thank you so much, please allow meo ne moment *jg***b : Just to confirm, the lines to upgrade are the xxxx and the xxxx, right? *agent : Just checking to see if you are there so we can continue. *ken : correct! * plus for xxxx and xxxx with the other *jg***b : Thank you, in which color would you like the iPhone * Plus *jg***b : Space Gray, Red, Silver or Gold? *ken : both gray *ken : if available *jg***b : Thanks, one moment please *jg***b : On the process, sorry if it takes too long *jg***b : Almost done *ken : No problem. *jg***b : Sorry, making the order of the iPhone * I got an advise because we don't have it in stock right now as it was just updated by iPhone *jg***b : the one I have available is the iPhone *s *jg***b : and it is for $**.** with the same promo *ken : Why would the S be more than the plus? *jg***b : because it is like the same as the iPhoen but smaller *jg***b : we have also the iPhone *S plus *jg***b : which is like the same as the iPhone * plus but smaller *ken : at the *.** offer *jg***b : For that price we have the iPhone SE *ken : Im asking my kids what the difference is, please give me a moment *jg***b : Oh, if you want I can send you like a link with the specifications of this phone *ken : so the *s plus would be at the same offer of *.** *jg***b : No, since this is a different phone with some different specifications, the price for this phone is $**.** before taxes *jg***b : Sorry, just to update, are you sill with me? *ken : you had said the * plus was **.** *ken : i would then do that *jg***b : Let's do that, please allow me a couple of minutes *ken : ok *jg***b : We have this on different colors, Jet black, and black , the rest of colors are the same *jg***b : In which color would you like it ? *ken : Jet Black is fine *ken : also does this include the covers that would need to be replaced? *ken : we both had outter boxes *jg***b : This is shipped only the phones, with the new Sim *ken : and does this require us to send back the phones we already own? *ken : ok *jg***b : No, they are totally yours *ken : ok *jg***b : I am finishing this order for you *ken : Let's get you back to handling normal customers *jg***b : Don't you worry Ken, I am happy to help you :) *jg***b : Since we are making this upgrade with the special discount there will be an upgrade fee of $** for each line, this will be on the next bill and is only a one time charge as well, is that ok ? *ken : Really....I would think this could be remove as it will cost an additional $***.** *jg***b : I understand your point, however, this is a fee that is automatically added when we make an upgrade *ken : Joeseph, ** years as a loyal customer!!!! *ken : So give me a credit some way for whatever you need to remove or balance it out *agent : This is a fee that all customers pay when upgrading their equipment. *agent : This fee covers a small portion of certain expenses AT&T incurs. *agent : Several examples are equipment subsidy costs and the operational costs to process equipment change in the AT&T system and towers. *ken : I feel as if i just got bumped after all of this time. Had it been told i would have made the decision based on that. *ken : Joe my signal in my area still *****,, Please *jg***b : I understand your point, and I really want to help you with the optiosn I have available *jg***b : However, since the system recognizes the discount of $*** in total for both phones, it does not let me apply a credit *ken : Joe i feel like i just got hosed!!! I would pay $**.** for both. *jg***b : Understood, please allow me one second while finish this order for you *jg***b : I am going to ask you the shipping information *jg***b : may I have the shipping address please? *ken : * regency way manalapn nj ***** *jg***b : Thank you, one moment please *jg***b : May I have a can be reach number for this order please? *ken : ***-***-**** cell or ***-***-**** home line *jg***b : it will be shipped within *-* business days *ken : ok i guess. next day would have been nice *jg***b : Please allow me one second *jg***b : I just talked with my manager and I got authorization to waive the priority shipping, then it will be shipped within *-* business days *jg***b : sounds good? *ken : getting better. and the upgrade fee? *jg***b : Sorry Ken, being honest with you my system doesn't let me remove the upgrade fees *ken : lets go *jg***b : may I have your email address for this order please? *ken : *****@***.com **jg***b : Thank you, in order to finish this upgrade may I have your credit card information, card number, CVV and expiration date please? *ken : have you sent the order for me to review? *jg***b : Oh you will receive an email once we finish the order, with the confirmation of everything *jg***b : and the total due today is $***.** after taxes *ken : Just want to know what im getting and being charged as well to any other charges i will incur *jg***b : Oh please let me confirm everything before we process the order *jg***b : It is an iPhone * Plus Space Gray in the line xxxx *jg***b : an iPhone * Jet Black in the line xxxx *jg***b : * year commitment ,and the monthly price of the plan does not change at all *ken : the * was a plus? *ken : no upgrade fee? *jg***b : it is an iPhone * *jg***b : and the upgrade fees of $** each one *ken : Yeah ok i just looked back. What is the * year commitment? *jg***b : is a * year contract *ken : what am i contracting? i own the phones and which phone lines am i commiting to? *jg***b : Just that you will keep the lines active for * years *ken : xxxx and xxxx? *jg***b : Yes, the contract is only on those lines *ken : no others just the ones i still have ant commitments left correct? *ken : ok thats fine *jg***b : Great, may I have your credit card infromation please *ken : xxxx xxxx xxxx xxxx exp ***** cvv *** Kenneth Messink *jg***b : it will be all masked as personal information *ken : that's fine *jg***b : Thank you for making a payment. By providing this information you certify that you are the owner or have authorization to utilize the checking*savings account and*or the debit*credit card you have designated. Additionally you authorize AT&T to deduct*charge the payment amount you specified from your checking*savings account and*or debit*credit card. Your financial account could be debited as early as today or the date you have specified for payment. *jg***b : do you agree? *ken : yes *jg***b : Thank you *jg***b : Can you please confirm the CVV please? *ken : my eyes **** ***? *jg***b : One second please *jg***b : Yeah, that is correct, please allow me just one second while I finish this for you *jg***b : while I place this order, I want you to know that you will have to accept the terms and conditions that will be sent to your email before we can ship the order, after accepting you will get two more emails, one confirming the order and another confirming the shipping and tracking number. You can access https:**www.att.com*checkmyorder*omhub.rt to check the order online, it will be available an hour after the order is placed. You will also get the email with the customer service summary and the video bill *jg***b : You have the buyer's remorse option available for ** days, remember the day one is the third day after the device was shipped, in order to have complete refund of the device retail price it has to be in perfect conditions and you have to return it...

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Customer service issue
Reported by GetHuman-kenmessi
Sep 18th, 2018 - 4 years ago
Not resolved
Seen by 3 customers so far
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GetHuman-kenmessi started working on this issue
Sep 18th, 2018 2:16pm