Is it my fault or AT&T's fault?

[oceanking2003]

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.

[youngjm ACE - Master]

There are rules for rollover minutes such as when downgrading a plan they take away all roll-over mintues in excess of the new plan minutes.  I.e. if you have 5000 minutes but downgrade to a 450 minute plan from let's say 900 minutes, you will loose all but 450 minutes.  That is some of what is going on here.

You are also caught up in a change from what sounds like a corporate paid bill to one you take care of personally.  While I think some of the reps tried to help, they may have stepped over their authority to try and help.  

While frustrating, If you are accumulating Roll-over mintues you should not have any issues with your usage and will accumulate a new balance pretty quickly.  Unless you go over your plan minutes before you have a good roll-over balance, I would probably not sweat this.

You could try to reach out to one of the community managers here, Jamileh, and send her a private message and see if there is anything that can be done as one last attempt?

[JFizDaWiz]

Rollover is a gimmick anyways. If you're keep getting them your on the wrong plan (or lowest but you don't talk much) and if you keep running out you're on the wrong plan (need more minutes)

[oceanking2003]

FYI.  There is also another rule if you change from a individule account to a family account, you will loose all your minutes also.  It doesn't matter what minute plan you had before. 

I got a call back from AT&T customer service asking about my recent experience.  It seems that they are very nice about it and promise to give me some rollover minutes back and personally look into the issue.  They will call me back in 72 hours.  Hopefully this will be the end of the story. 

[youngjm ACE - Master]

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oceanking2003 wrote:

FYI.  There is also another rule if you change from a individule account to a family account, you will loose all your minutes also.  It doesn't matter what minute plan you had before. 

I got a call back from AT&T customer service asking about my recent experience.  It seems that they are very nice about it and promise to give me some rollover minutes back and personally look into the issue.  They will call me back in 72 hours.  Hopefully this will be the end of the story. 

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I moved from a individual plan to a family plan and did not loose any rollover mintues.

[FallenAnjel]

I'm thinking of going to a family plan and adding my son.  I currently have 1300 roll over minutes (and I just got the phone in March).  I hope I don't lose them, but he doesn't use the phone anyway he's 10.  I just want him on the plan so I can text him whenver I need to (or him me)   I have the lowest minute plan now and would keep it.  

[youngjm ACE - Master]

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FallenAnjel wrote:

I'm thinking of going to a family plan and adding my son.  I currently have 1300 roll over minutes (and I just got the phone in March).  I hope I don't lose them, but he doesn't use the phone anyway he's 10.  I just want him on the plan so I can text him whenver I need to (or him me)   I have the lowest minute plan now and would keep it.  

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You should keep your minutes when you add him but does it matter?  If you are accumulating minutes then you probably won't need them in the future either?  Consider adding the unlimited family texting plan and all mobile to mobile calls regardless of carrier are included further reducing your need for minutes.  this is especially true considering you are getting him the phone for texting purposes.

[harryspar]

Rollover minutes are always tricky. Ask if you can get "A-list" instead which should keep you in your allowed minutes. Call 611, go to the option for cancelling, and tell them your issue.

[youngjm ACE - Master]

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harryspar wrote:

Rollover minutes are always tricky. Ask if you can get "A-list" instead which should keep you in your allowed minutes. Call 611, go to the option for cancelling, and tell them your issue.

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A-List is no longer available as an add-on option.

[harryspar]

I got it a month ago. You can get it if you ask the right person.

[JFizDaWiz]

Its not as simple as asking the right person (I know which dept your talking about) there are other account factors that come into play