They Lie About Their Service and Its Inclusions and Then AT&T Tries to Gaff You for 24 Months
mi-fi device - Complaint
JACKSON, CALIFORNIA -- AT&T,
Your AT&T employees misrepresent and lie to its customers. I went into an actual AT&T store on the 17th of July 2013 and bought a mi-fi device which I had to pay $49 for and sign a 2-year contract. I asked the representative to sign me up for a 3 GB plan, and for some reason I noticed when I got home that I was signed up for 5 GB instead, I was also prorated to pay an extra 6 dollars or so on my next bill, because for some reason my billing cycle started on the 19th of June and not the 17th. While at the AT&T store, I was also very clearly told that I could at any time downgrade my service to any of the other plans from 10 Gigabites, to 3 Gigs, to 500, and finally down to 250 MB. Now 3 months later and the data being sucked up while I sleep, I decided to downgrade the Mi-Fi plan to 250 MB and get home internet service instead, while I would still pay the $14.99 a month for their lowest plan.
So I got my home internet from AT&T BTW, and I call their customer service on 21 of October 2013 (Monday) to try and save some money, while I try and do the right thing and fulfill my contract. I tried to cancel on the 19th right before my next billing cycle but they are closed on weekends. I called because I wanted to downgrade my service and use what data amount I thought was appropriate. Come to find out the information that I received at the AT&T office in Jackson, CA was wrong. The plan, which I was offered apparently is only available for tablets, not mi-fi the lady on the phone told me. When I told her that their company's representatives are misleading and not telling the truth, she told me to drive back to that Jackson, CA (which is almost 100 miles and talk to their manager, and tell them to train their employees better). So now I have to do the job that AT&T managers should be doing and I should pay $ and time for the mistakes their reps make. And there's nothing the customer representative could do, so I ask her to cancel my service then, because I wasn't going to pay $50 for a service that I wasn't going to use. She said she couldn't do that for me and then she transferred me again to someone who had the capability to cancel my service. SO I was put on hold for another 20 minutes and another customer relations expert answers the phone with no capability of doing anything to help me either, except he said he could change my plan and change it into a mobile device plan where I could pay $14.99 a month, but…. "I would not be able to use my mi-fi device", meaning I would be paying $15 dollars until July 2015 for no services offered what's so ever. So I asked, whether I would be able to exchange my mi-fi device for a mobile device and still continue using their service while paying the proposed $14.99. He said no, your 14 day grace period has expired. I asked whether my cancellation fee could be waived and he said "unfortunately no" for 100th time. I swear their training consists of saying unfortunately in front of every word. So I stopped negotiating and said that I just want to cancel and am would not like to take advantage of his awesome offer of $14.99 because me paying that amount would amount to $315 by the time my contract expires vs. the $138 cancellation fee/penalty. How does that do anything to help me out? When they should have stood by their word and at least trained their staff properly. Then, Elkanah [snip] the customer relations expert also says that I would be charged for an extra month through Nov. 19 because I called 2 days after my billing cycle started. I asked him to prorate it and he said they can't do that, they have no such capability. Then I called him out o it and said that they charged me with a prorated amount in the beginning why, so don't tell me there's no such thing as prorating. So he said he'll look into it and only charge my for 2 days of this billing cycles, after he attempted to lie to me and say that they work on the weekend. I called on the weekend and the machine told me to call during the work day.
This is ridiculous, they just straight out lie to you to get their money from you. They lie to me to get me signed up, they lie to me to try and make me pay $15 a month for no service, they lie to me and say they can't prorate to get an extra $50 out of me and they lie to me, saying they can't stand up for their representatives lying to me and waiving my fee.
Then they call me a valued customer.
Please waive my cancellation fee, because I deserve to be told what I'm buying and signing up for. I deserve to be told the truth. I will continue writing people to try and get the customer service and services I was promised or you also should have to hold up your side of the contract. It's not one sided, you should also be responsible for your employees not telling the truth.
Thank you in advance,
The wireless phone number assigned to my wi-fi device is 209-217-6350
Account #: 436114016801