07-05-2012 02:59:03 AM
I upgraded my phone on April 2. Shortly thereafter, I was looking at my bill and realized that my plan for 200 texts for $5 had been canceled and I was being charged .20 per text. I went back down to the store where I upgraded my phone and they called and got it fixed and my bill credited.
A few days after that, I got a text that said "Welcome to unlimited texting!" This was not the $5 plan, but a $20 per month plan.
I went back down to the AT&T store and they corrected it again.
A few days after that, my texting was completely disabled. I could not send or received texts. This time, they randomly shut down my ability to send and receive texts and removed the charges from my bill. Yet again, I called down to the store and they called and got it corrected.
Now, it is July and I receive my bill only to see a $20 charge for unlimited texting!!!!!!
To make matters worse. When I upgraded my phone, I purchased an otter box for this phone. On April 2. I was told it would be in later that week. Well, I never got a call letting me know it was in - and I got really busy, so the first week of May, I went by there to check on my otter box. It has still not arrived, but they would check and find out what happened. Another couple of weeks went by and while getting my texting issue fixed, I asked about my otter box again, this time I was told it was discontinued. I asked for a refund and was told they had to process that thorugh AT&T.
It is July 5, 3 months after my purchase and I still have not received a refund for the otter box.
I am planning on filing a complaint with the Better Business Bureau, and really at this point - since the terms of my contract keep changing without my permission, I am of the belief that my contract is now voided because it is not the terms I agreed to when I signed the two year contract.
Apparently, since no one in their customer service can do anything, I just wanted to post a message out her to vent, because I am not going to be able to get it corrected.
07-08-2012 01:34:17 PM
In order to get the grandfathered feature back on, we have to set up a case which usually takes 5-7 business days to complete. Usually, adding those features back is not that big of a deal, especially when it's removed in error. Also, they should re-rate your bill. The only time grandfathered features should be removed is when the customer specifically requests it.
I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
07-08-2012 02:46:55 PM
Dial *3282# to verify if you have unlimited texting or the 200 messaging package. What's on the bill isn't always accurate. If you do have the 200 messaging, then you will get a prorated refund on the next bill. If it does say unlimited, then a case will have to be created to get that package back.