06-07-2012 09:04:08 PM
I moved my wireless account from my company's account into my own account 3 month ago. After the first month of usage, I noticed that I my rollover minutes went back to 0 instead of what is left over from last month. I call customer service to understand why. They were very nice about it and instead of giving me my minutes back, they gave me 2000min instead.
Because I had too many rollover minutes, so I asked my wife to join me into a family plan even though she joined a family plan with another family member. Before I merge her line with mine, I called customer service and ask them if my rollover minutes going to move over or not. Their reply was a little disappointing because I would lose all my rollover minutes. To convince me to make my upgrade, the account manager was very nice about it gave my rollover minutes back. (They sent me an email too). I saw my rollover minutes increased for almost 2 month. Recently, without notice my rollover minutes gone back down to 500. So I call customer service again. They informed me that there was a mistake and told me that they would add my rollover minutes back. I personally don't really mind less rollover minute, but the person helped me insisted to get back what I deserve. 5 minute later, I received an email with request of 6000 rollover min.
1 day later; I receive a phone call saying that 6000 rollover min cannot be approved. I asked them to give my previous min back, but they denied that also because they believe I opened account for 3 ago, so the rollover minutes must be a mistake. I explained to her what has happened and I asked the account manager to check my previous history to clear things out, but she said that nothing can be found.
Now, I feel pretty angry about their decision because if they didn’t give me the 2000 min after move my wife into family plan, I probably would have not merged my wife’s account. Even though I don’t really care about rollover minutes, but I feel that I have cheated and played. Do you think it is actually my fault? If not my fault, how come I am not even getting an apology from AT&T and the tone they used in front of me as if it was my fault from start? I think I should just move on and forget about the whole thing, but for some reason I just can't get over it.