Filing a complaint

[ESuayan]

I want to file a complaint against ATT customer service.  Where can I do so?  I have been getting the run around on the phone for the past couple of weeks and have been told numerous conflicting stories that your customer service is telling customer services.  

I ordered a iPhone 4s back in the begining of november but ended up cancelling it that day or the next because I just picked one up at the store.  The premier customer service person gave me a cancellation number and told me it was all done.  I get an email about 21 days later that my iPhone shipped and then charged me $320.00 to my debit card.  This is when this whole ridiculous process started.  To make a long story short, it has been almost 20 days now and i still havent seen my money for a phone I should have never been sent or charged for and the customer service is AWFUL.  I am a pretty patient person and reasonable but when you start lieing to me over and over and giving me different information EVERY time I call I tend to not be so nice anymore.  Which is why I am switching to VERIZON.  I have been a customer with ATT since atleast 2006 and its a shame since i had no other problems other than this.  I pay my bills on time each month and even got my mother to switch over.  It is just this situation is getting out of hand.  Besides the fact that I called and spoke with NICOLE earlier today and they said APRIL from premiere customer service would call me back in 10 minutes and its been over 2 hours.  It just shows how much they customer service they like to give to their clientele.  

[jamileh]

I'm sorry you've had such a rough time. I'd be happy to take your feedback and make sure it gets to the appropriate folks. 

Are there additional details to what you've listed below? Please feel free to send me a private message with any additional details. 



To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

[hvacgod]

I have been an ATT customer for 6 years, I am grandfathered in on UNLIMITED data serv. When I recently upgraded my serve. ( at scheduled 2 year interval ) I was told that I was not eligible for "smart phone" unlimited data because last time I upgraded I did not upgrade to a smart phone. Now if this is true, and if I would have been told this at my last upgrade, I would have never upgraded to a non smart phone KNOWING I would loose my grandfather clause for unlimited data.This is a scam by att to phase out their grandfather clauses with their long term customers...as of next upgrade in 2 years their will not be non smart phones so everyone in my position will loose their promised unlimited data plans. I ask that my "as promised grandfather clause" be upgraded to smart phone unlimited data.    Thank you

[Tomsvortex]

I had something kinda the same happen to me only I didn't actually do an upgrade through AT&T. I haven't been under contract since Suncom swapped markets to Cingular here....  I had Unlimited Blackberry Personal Data +1500 TXT for 39.99  Switched off the Blackberry Pearl that broke to a nokia and then a Palm centro. When I sim swapped to a iPhone they kicked off my grandfathered plan. 

http://forums.att.com/t5/Wireless-General-Care-and/Sim-swap-removed-my-unlimited-data-1500-Txt-Packa...

[21stNow]

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hvacgod wrote:

I have been an ATT customer for 6 years, I am grandfathered in on UNLIMITED data serv. When I recently upgraded my serve. ( at scheduled 2 year interval ) I was told that I was not eligible for "smart phone" unlimited data because last time I upgraded I did not upgrade to a smart phone. Now if this is true, and if I would have been told this at my last upgrade, I would have never upgraded to a non smart phone KNOWING I would loose my grandfather clause for unlimited data.This is a scam by att to phase out their grandfather clauses with their long term customers...as of next upgrade in 2 years their will not be non smart phones so everyone in my position will loose their promised unlimited data plans. I ask that my "as promised grandfather clause" be upgraded to smart phone unlimited data.    Thank you

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The grandfather clause only applies to the unlimited smartphone data plan.  The person who told you this wasn't as clear as he/she could have been.  Depending on when you last upgraded your device, the unlimited smartphone data plan may have still been a current offering.  No one would have mentioned the grandfather clause to you, because it didn't exist yet.  If you upgraded after the unlimited smartphone data plan was discontinued, you would have been in the same situation as you are now.

If you upgrade to another non-smartphone, you can keep your unlimited data plan for feature phones.  If you upgrade to a smartphone now, you will have to choose a data plan from the current offerings.

[hvacgod]

like i said, scam by att to phase out grandfather clauses.

[21stNow]

That doesn't qualify as a scam, since AT&T never said that unlimited data plans would remain across different device types.  A scam would be if they published (in writing) one thing, and then did another.

AT&T can change their offerings at any time.  I appreciate that they do allow for some features to be grandfathered.  AT&T doesn't have to do that at all.

[drumn_bass]

Users are only grandfathered into a $30 smartphone plan, you weren't paying $30 for data, so you're not going to get it now, almost 2 years since it was discontinued.

[deathstriker80]

I would file a formal complaint with the Federal Communications Commision.  AT&T is only invested in profiting not in providing quality service or following through with their promises.  Here is the link: http://www.fcc.gov/

[AnnB1211]

Unlimited Data for non-smartphone is not a grandfathered plan. It is very much available for all non-smart phones and falls under no grandfather clauses. If you get a smart phone, you will have to get an appropriate data plan. That is in the terms of service.