AT&T Wireless Complaint - wireless plan changed without notifying me
PLEASANT HILL, CALIFORNIA -- I have been a loyal customer for AT&T for years now and have also talked many people to switch to their service. Several years ago they brought out Cellular One. I was very disappointed because I was extremely satisfied with Cellular One's coverage area. I never had any dropped calls like some other wireless phone companies and had a great plan with them. AT&T wanted to keep those customers happy and offered the same plan and coverage. I was very happy until I received last months statement. I had the following plan:
250 peak minutes
250 off-peak minutes
1000 night and weekend minutes(which started at 7:00p.m rather than the 9:00 p.m they are offering now)
I was very happy with this service. Never had any problems and never went over my minutes and always paid the same amount and always on time. Then I received a bill for $340.64. I figured this is obviously a mistake so I called in to speak to someone. I've had the same service for over 6 years now, and always paid under $50. I called and spoke with Elaine (login # 31521). She tells me that the plan I had was a promotion and it expired and that they notified me on my bill three months in advance. I looked at the previous three months statement to find out what she was talking about and in fine print it said "The benefits associated with the 1000 night and weekend minutes are valid through 5/11/02." First of all I was never told that my plan expires in a year when I signed up. It never did before in the past 6 years why would it now. Second, no one looks at statements especially the fine print section unless there is a discrepancy in the bill amount. My bill usually came for the same amount and so I had no need to look at every phone call I made. Does anyone have the time to do that in today's hectic world. Third, it does not say anything about the 250 peak and 250 anytime minutes that was offered with my plan. I also asked them if they have that in writing somewhere and they could not provide that. I was extremely frustrated and I expressed that to her and told her that I have been a loyal customer for years now. I told her that my family has AT&T cable/internet/phone service. I have converted many people into At&t customers but none mattered. She tells me that if I sign up for a year that I would have the following plan:
175 peak minutes
2000 night and weekend minutes (now after 9:00p.m-who the hell makes phone calls that late)
I find out later on their website that the plan is suppose to have unlimited night and weekend minutes.
She also tells me that they would make the plan retroactive so that I would not have to be responsible for the $340.64.
I was not happy with this plan at all. First off the minutes that matter to me is the peak minutes. I rarely use my minutes at night. Second of all, the night and weekend minute starts at 9:00p.m and if you were to check my records, I rarely make phone calls after 8 or 9 p.m so those minutes are useless to me. She was not willing to do anything for me so I asked to speak to a manger.
I get transferred to a Resolution Manager instead of a manger. I spoke with Angela the Resolution Manager on duty. She does not even listen to a word I said. Elaine had obviously explained everything to her. So she offers me less than what Elaine offers me. SHe tells me about the same plan but tells me that she can only give me $50 credit for the $340 bill since they did warn me. She is incorrect because they never warned me about the other 250 peak and 250 anytime minutes. They just warned me about the 1000 night and weekend minutes which I rarely use. I explain that to her and I also explain that Elaine just offered to make the plan retroactive and she rudely tells me that the employees on the "floor" have more power and that the higher I go the less I will be offered. I chuckled at this point because I thought that she was being extremely rude and not making any sense at all. It is quite informative that with AT&T, the higher you go up the chain the less helpful they will be. I ask to speak to real manager at this point and she would not transfer the phone stating that the higher I go the less I will be offered. I insisted 5 or 6 times that she transfer me to a manager while hearing that same line over and over and she finally transfers me after putting me on hold for a good ten minutes. She was by far the rudest person I've ever spoken to in situations like this. I could not believe what I was hearing. I could not believe that my loyalty did not matter to this company at all. They were screwing me and lying to me about my plan/contract and had no proof to back up what they were saying. I get transferred to Monica Login #:31204 (supervisor) and she offers me the same plan plus only $100 applied to my bill. I explained to her that Elaine just offered to make the plan retroactive and after some resistance she does it only if I sign up for another year.
First off they give me no choice but to sign up for another year. At that point I was furious and just wanted to get out of there service and wanted nothing to do with AT&T. They leave me no choice but to sign up again because I was not going to pay $340.64.
I have been an AT&T wireless customer for over 5 years, have spent thousands of dollars on your service, and have always paid my bills on time. Until now, I have been a satisfied customer. To help keep me as a potential future customer, I would like the following: I would expect that you could research and resolve this issue internally since it is your error instead trying to deceive me by telling me that you warned me in advance. Please restore my faith in your service and do the right thing. I would prefer not to suffer the inconvenience of changing my service, but I have no more time to waste trying to resolve this problem. I also want the 250 peak and 250 anytime minutes I had because I was never warned about that. I also want my night and weekend minutes to start at 7:00 p.m rather than 9:00p.m. I would also consider it appropriate that I receive an additional credit for the inconvenience. I have no intention of referring any more customers to you guys. I have talked over 30 people to change to you guys and I have now lost faith in your company unless this gets resolved. At the very least I would like a response from your company regarding this incident. Thank you for your time. My account number is 75011791.