AT&T You have wronged me... AGAIN! [ Edited ]

[johndistasio]

I have to say I am very upset! My wife got a new job and with it she gets a discount with AT&T Well we

were with AT&T in my name so we went down to the AT&T store on Tamiami Tr in Port Charlotte, Fl

and spoke to the Rep Frankie. We told him that we wanted to transfer the service to my wife's name

but we do not want to loose the A-list. We mentioned this many times and he assured me and my wife

that we would not loose our A-list...   We made the change and low and behold they A-list is GONE!!

So I called AT&T and told them the issue and they gave me a case number {Personal content removed for your safety}.

They said it would be a week but we would have an answer about it. I called and spoke to Frankie and

he said that it looks like they ae going to put it back on it will take a few days. Well a few days goes by

so I call Frankie again and he tells me that he is sorry they will not add it...WHAT!!!! SO I talk to his

boss Sue the manager of the store and she says that she will make some calls and get this addressed

and get it back on.. well here we are 4+ days later and I have no A-list and no answers from the store...

I am not the bad guy here.. I feel like a victim... Worse yet, this is the second time I have been wronged by AT&T.

The last time, I had a phone that had connection issues and AT&T would not honor the warrantee  I had to

cancel the line so I would not have to pay for a phone that would not work...   Look back in my account

ATT&T you will see this also happened...

The back of the business card from the AT&T says "I can help you" Why can nobody help me????

I am not asking for anything extra!!!   Someone from AT&T please call me so I post a happy resolution

to this A-List issue...

Thank you.

John And Melissa

[kdfederer ACE - Wizard]

I don't understand why the store people don't know the rules. If you transfer billing responsibility, any grandfathered plans are no longer available. You MUST sign with current plans when you transfer billing, even within your own plan. The system will not allow you to keep any grandfathered plans.

[johndistasio]

My wife and I asked many times about the A-List before we switched to her name.. As a matter of fact we lost thousands of roll over mins too.. So far AT&T has not made things right by me and my family...   This was a misrepresentation and AT&T needs to make this right...  So far they have not..

John

[johndistasio]

AT&T why will you not fix my issue?

John

[johndistasio]

Just spoke to the store again and they thought because they gave me some roll over mins the issue was resolved!!!!   WHAT!!!!!! the rep on the phone gave me some because she felt bad and could not believe what was going on.....   I do not accept this as a resolution to what has happened..

AT&T I want my A-List back. 

I was told it was not going to be removed and it was..

I am not the bad guy here,,

[johndistasio]

Spoiler

I have to say I am very upset! My wife got a new job and with it she gets a discount with AT&T Well we

were with AT&T in my name so we went down to the AT&T store on Tamiami Tr in Port Charlotte, Fl

and spoke to the Rep Frankie. We told him that we wanted to transfer the service to my wife's name

but we do not want to loose the A-list. We mentioned this many times and he assured me and my wife

that we would not loose our A-list...   We made the change and low and behold they A-list is GONE!!

So I called AT&T and told them the issue and they gave me a case number.

They said it would be a week but we would have an answer about it. I called and spoke to Frankie and

he said that it looks like they ae going to put it back on it will take a few days. Well a few days goes by

so I call Frankie again and he tells me that he is sorry they will not add it...WHAT!!!! SO I talk to his

boss Sue the manager of the store and she says that she will make some calls and get this addressed

and get it back on.. well here we are 4+ days later and I have no A-list and no answers from the store...

I am not the bad guy here.. I feel like a victim... Worse yet, this is the second time I have been wronged by AT&T.

The last time, I had a phone that had connection issues and AT&T would not honor the warrantee  I had to

cancel the line so I would not have to pay for a phone that would not work...   Look back in my account

ATT&T you will see this also happened...

The back of the business card from the AT&T says "I can help you" Why can nobody help me????

I am not asking for anything extra!!!   Someone from AT&T please call me so I post a happy resolution

to this A-List issue...

Thank you.

John And Melissa

[drumn_bass]

You asked many times, but unfortunately you were asking the person that didn't know what the right answer was. I is not your fault, and no one is trying to blame it on you, but the thing is, those "grandfathered" features are just not there for anyone to put them on. Why didn't Frankie know the policy is a secondary issue, I'm sure some action will be taken to fix it, but it won't solve your problem and I can see how it feels unfair to you but, unless some miracle happens, you guys might have to adjust to your new plan and learn to live without the a-list. With unlimited mobile to any mobile and rollover minutes, does the a-list even do anything for you? I haven't met a single user since the a-list retired back in September that actually needed it.

[johndistasio]

I called customer care to cancel my service and their "Save Team" put my A-list back on in 2 seconds...

I am glad it is back on but it would be better customer service to have put it back on 10 days ago.

John

[johndistasio]

I called customer care to cancel my service and their "Save Team" put my A-list back on in 2 seconds...

I am glad it is back on but it would be better customer service to have put it back on 10 days ago.

We did use our A-list. Without it we would have run into problems down the road..

ALSO.........................

The comment from drumn_bass

" You guys might have to adjust"         WOW this Is a sad thing to say...  Is this the way you treat your customers??

Everyone I spoke to at AT&T knows that I was not in the wrong but was powerless to help me. They need to give you

the power to do the right thing OR be able to let your customer talk to someone who can make the decision. To hide behind

the "open a ticket" is sad....

John

[drumn_bass]

"Is this the way you treat your customers??"

I'm sorry John but you misunderstood my intentions.

[johndistasio]

What  I said "Is this the way you treat your customers"

I should have put it like this....

"Is this the way you have to treat customers"

And that because they do not give you the ability to make exceptions OR transfer the customer to a person that can.

And I did not misunderstand your intentions

You were basically telling me I had a snowballs chance to get it fixed and if I did not then I would have to settle.. 

This was not your personal policy... If you made the rules I bet none of this would have happened in the first place.

I bet you see this type of thing happen all the time... You want to make things right but your hands are tied....

From what I have seen here is happens pretty often,,

Perhaps at your next employee meeting you might ask how can I help a customer when we make a mistake

and the "SYSTEM" is preventing me from making things right..  

John