Nov. 20, 2011
Mr. Randall L. Stephenson
Chief Executive Officer of AT&T Inc.
Dear Mr. Randall,
I am writing to express my extreme dissatisfaction with AT&T. I hope that, after reading this account, you will share my disappointment. Additionally, I have concluded this letter with a request for a response from AT&T.
I have been a loyal customer with AT&T since 2002. I purchased a new iPhone 4s on Oct. 15th. Prior to making this purchase I was told that the unlimited data plan could be moved from the line ending in 9843 to 1248. When I made the purchase I was told this could not be done. I called ATT on Oct. 18th and I was told by the ATT rep that, "Since I have been a long time customer of ATT they will honor the previous statement made by the last ATT rep and honor the request as a one time couresty." I have since recieved my bill and noticed there was not any change made. After spending over an hour on the phone I was told there is nothing that can be done. The record on file says the 2GB data paln was added on the 18th instead of the movememnt of the unimited plan. Ultimately, I was advised that there is nothing that can be done. So although I was told twice it was possible at this time there is no resolution.
At this time, I am very frustrated. I would be less frustrated if I was never told thid could be done. But I was told both before and after my purchase this was possible and that my request was being honored.
I am not asking for any extra service, just to have the unlimited data plan transfered from one line to another. This is what I was told would be the case both before and after my purchase. Now I'm being told this is not possible.
Thank you for taking time to read my experiences with AT&T. I hope you understand my frustration, which has caused me to lose faith in AT&T’s ability to effectively resolve customer service issues. Would you, or another AT&T representative, please respond to my letter and outline ways that AT&T will redeem these errors and begin to gain my trust and loyalty as a customer. I have provided contact information below and look forward to your response.
Sincerely,
Roberta {personal content removed for safety}
Peeps!! 
