vB Easy Archive - AT&T has p####d me off!!!!!

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AT&T has p####d me off!!!!!
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Posted by: JDJHNTR

Long story short........I've been with AT&T since Dec 05'. We have 3 phone lines and laptop card. Our bill has averaged in the $175-200 range for the entire time. We have never asked to upgrade phones or gotten anything for free...ever! We went out of town last month and did'nt think to pay our bill before we left and our phones got turned off for late payment. I understand this is not a good thing but it happened and I went immediatly in to the nearest store and paid the bill plus a $35 reactivation charge.
So anyway.........I checked to see if I can get the 3G discount rate and am not elidgable! Was told that when my service was interupted for the late payment it automatically reset my contract for another 2 years when I made the payment. So since my contract has just re-upped I am not elidgable for the discounted price of $199. I tried to explain to them that we have been customers for 2 1/2 years and have paid close to $6000 in services without ever asking for an upgrade and still got the same asnwer, NO!!
To say I am p####D off is an understatement!!! Sorry for the rant...........................................

Posted by: Kadin

Quote:

Originally Posted by JDJHNTR

Long story short........I've been with AT&T since Dec 05'. We have 3 phone lines and laptop card. Our bill has averaged in the $175-200 range for the entire time. We have never asked to upgrade phones or gotten anything for free...ever! We went out of town last month and did'nt think to pay our bill before we left and our phones got turned off for late payment. I understand this is not a good thing but it happened and I went immediatly in to the nearest store and paid the bill plus a $35 reactivation charge.
So anyway.........I checked to see if I can get the 3G discount rate and am not elidgable! Was told that when my service was interupted for the late payment it automatically reset my contract for another 2 years when I made the payment. So since my contract has just re-upped I am not elidgable for the discounted price of $199. I tried to explain to them that we have been customers for 2 1/2 years and have paid close to $6000 in services without ever asking for an upgrade and still got the same asnwer, NO!!
To say I am p####D off is an understatement!!! Sorry for the rant...........................................

That's not possible... call into Care and talk to another rep. You could be ineligible because of the recent suspension of service due to late payment, but your contract can NOT just reset because you paid late...

Posted by: JDJHNTR

The ineligible because of a late payment part is what really tickes me off. I know you have to pay your bills on time but sometimes things happen. I paid it the same day as service was interupted and paid their $35 reconnect fee. The $35 should be punishment enough for being late. I've paid too much money to AT&T for them not to give us the discount! Thats just bad CS anywhere!!!!!!!!!!!!!!!!!!

Posted by: Kadin

Quote:

Originally Posted by JDJHNTR

The ineligible because of a late payment part is what really tickes me off. I know you have to pay your bills on time but sometimes things happen. I paid it the same day as service was interupted and paid their $35 reconnect fee. The $35 should be punishment enough for being late. I've paid too much money to AT&T for them not to give us the discount! Thats just bad CS anywhere!!!!!!!!!!!!!!!!!!

Oh I completely agree with ya, I wasn't condoning it in any way. It was just one of the things that AT&T said that could affect your eligibility for upgrading. And according to them, all that stuff is automated and no one is going in to change it. To them, it is what it is...

Do you have access to the Online Account Manager at the AT&T website? Check and see what your 'Upgrade Status' is on there.

Posted by: JDJHNTR

I checked my online account and it states that this line may be eligible for a discount on 5/??/09! I have always been a big fan of AT&T but not right now!!!

Posted by: Kadin

Quote:

Originally Posted by JDJHNTR

I checked my online account and it states that this line may be eligible for a discount on 5/??/09! I have always been a big fan of AT&T but not right now!!!

Any chance you bought a phone at a discount last August?

Posted by: JDJHNTR

The only thing that we have baught since the day we signed with them (Dec 05') is my laptop card went out last year while we were on vacation and I went to the nearest store and they made me buy another one for $99. Thats it!!!

Posted by: Kadin

Quote:

Originally Posted by JDJHNTR

The only thing that we have baught since the day we signed with them (Dec 05') is my laptop card went out last year while we were on vacation and I went to the nearest store and they made me buy another one for $99. Thats it!!!

Well that might be why if this is a newly activated line that you're trying to upgrade. I'd really urge you to contact Care and talk with them or find another store where you might get some better service. Unfortunately at this stage, you need to deal with them directly it sounds like. They need to explain what they did or didn't do with this recent suspension of your account...

Posted by: JDJHNTR

It's not a new line at all? I signed up for 4 lines ( my cell, wifes cell, employee's cell and laptop card) and still have all 4 activated. I've already talked to 2 different reps on the phone and they said the same thing? When you pay a reactivation fee it is the same as re-upping your contract? Really starting to not like AT&T at all.........................

Posted by: chinese_fury

At this point you need to speak to a supervisor or manager.

Posted by: Kadin

Quote:

Originally Posted by JDJHNTR

It's not a new line at all? I signed up for 4 lines ( my cell, wifes cell, employee's cell and laptop card) and still have all 4 activated. I've already talked to 2 different reps on the phone and they said the same thing? When you pay a reactivation fee it is the same as re-upping your contract? Really starting to not like AT&T at all.........................

That's news to me... My account has had to be reactivated in the past (early last year) and that never happened. Unless this is some kinda crazy new policy which makes no logical sense... you got 2 bad reps.

I can see the frustration. As to why you're eligible to upgrade in a year from now, or a little less... no clue.

Posted by: toomer

Just to be clear with us all -- tell us how many days you were late before they cut off all your lines?

Because I'll get calls and text messages from AT&T for at least 7-10 days, once I've missed the due date on my bill. So I have a suspicion that you were weeks late.

Posted by: RogerPodacter

yeah this doesnt sound right. there's on way in hell they can just reset your contract for late payment and reactivation afterwards. you gotta keep calling and talk to a manager and get this figured out, then post back the results. that's extremely shady if ATT does this. maybe the data card you bought reset the contract??

Posted by: JDJHNTR

"toomer", I've never got a call or text message from them, but I've never been late before either? The wife takes care of the bills so I asked here if she has gotten a text or call and she has'nt either? That would be a very nice option though. I'll talk to them about that when I call again. Thanks.....

"RogerPodacter", I'll check on the card issue? Even though I was late on 1 bill, I still think we should get the discount. We'd paid too much money not to be.

I will post back what I find out? Thanks everyone............

Posted by: CingularWRX

Sounds to me like the rep that replaced your air card for $99 used one of your other lines to upgrade. He got commission from it vs. selling you an air card outright, and you got a better price on the air card.

It has absolutely NOTHING to do with the fact that you paid your bill late. We used to move upgrades around all the time (albeit with the customers approval) when I worked in the retail channel. I would call and tell them you think this is what happened but you did not give permission to have a different line upgraded.

Posted by: izzat786

Quote:

Originally Posted by CingularWRX

Sounds to me like the rep that replaced your air card for $99 used one of your other lines to upgrade. He got commission from it vs. selling you an air card outright, and you got a better price on the air card.

It has absolutely NOTHING to do with the fact that you paid your bill late. We used to move upgrades around all the time (albeit with the customers approval) when I worked in the retail channel. I would call and tell them you think this is what happened but you did not give permission to have a different line upgraded.

This is exactly what happened. No way you are getting an aircard for 99.99 without signing a contract.

Posted by: jslappa

It seems to me that the guy was clearly OUT OF CONTRACT. He has been a month-to-month customer since December of 07. So if a customer out of contract misses a payment, I can see AT&T forcing him to sign another 2-year contract when he paid his reactivation fee.

However, since he owns his own phones now, having finished his first 2-year contract with them, he should be within his 30 days of this new contract right? That should give him the ability to purchase the 3G iPhone at $199 pricepoint. Like Fury said, you need an escalated call now. Also, he said that one line is for work, so is there a FAN discount on the line?

Posted by: Arne Anka

Quote:

Originally Posted by jslappa

He has been a month-to-month customer since December of 07.

He said since Dec 05, not 07.

Posted by: CocheseUGA

Quote:

Originally Posted by Arne Anka

He said since Dec 05, not 07.

Signed up Dec 05, so out of contract Dec 07.

Posted by: craze189

I agree with previous posters. I just had my service suspended in May of '08, and before that in March of '08 while I was laid off from work and money got tight. Luckily everything worked out and my bills have been early since May, but I have NEVER had to sign a new contract. For you to sign a new two year contract, your original one would have to have been terminated, which they WILL do ONLY after your service has been suspended and not restored by the end of the next billing cycle. When my service was suspended, and the next billing cycle began, I received a bill for the past due amount, the current billing cycle, plus $175 ETF. Once I paid the entire past due balance and the current bill, I received a new, amended bill with the ETF removed. I would assume that had I paid it, I would then have had to start from scratch with a new contract, but I did not have to extend the contract either time my service was suspended as long as it was bought to current before a full billing cycle had passed. I was also fully eligible for the 199/299 upgrade price with no problems.

Either you're missing something or you are being misinformed. Either way, you definately need to escalate the CS complaint, speak to a supervisor and have them explain to you what's going on. There has to be more to this. Don't let them give you that two year agreement because your service was suspended crap because it's plain untrue. Don't you have to sign, or at least initial something to extend a contract anyway. They should at least be able to show you where you authorized the new 2 yr contract...

I'm very interested in seeing how this all turns out for you so please update us on what happens from here on out.

P.S. No disrespect intended, but I think your wife may be lying to you as well. At&t will begin calling you within a week after an overdue bill. It might be an automated call or a live rep, but they will call... frequently. Up to three times a day from my experience. If you don't pick up the phone they will leave a voicemail message. I have never, personally, received a text regarding billing, but both times I was late, the calls began to come. Make sure she wasn't maybe "ignoring" the calls from 1-800, or 1-888 numbers. I know when I was late and didn't have the money, I started ignoring those calls like the plague. They will call... many times, before they suspend your service.

Posted by: toomer

Quote:

Originally Posted by JDJHNTR

You definitely need to check in with that, with both the wife and customer service. Apparently you were late ... and not just a little late ... late enough that cutting you off was the only way to get your attention to pay your bill. You might want to ask customer service about that too - how many days you were late before they cut off your service ... and then have a chat with the wife once you have that info.

Mistakes do happen, and it's unfortunate you had to go through this. But as near as I can tell, a cutoff is a big black mark on your record as far as the cell companies are concerned. So I could see them wiping out your eligibility for a subsidized handset as a result of that. Contract extension? No, can't see that taking place - so that's a bit odd if that's what you're saying.

Posted by: craze189

Quote:

Originally Posted by jslappa

It seems to me that the guy was clearly OUT OF CONTRACT. He has been a month-to-month customer since December of 07. So if a customer out of contract misses a payment, I can see AT&T forcing him to sign another 2-year contract when he paid his reactivation fee.

However, since he owns his own phones now, having finished his first 2-year contract with them, he should be within his 30 days of this new contract right? That should give him the ability to purchase the 3G iPhone at $199 pricepoint. Like Fury said, you need an escalated call now. Also, he said that one line is for work, so is there a FAN discount on the line?

Quote:

Originally Posted by CocheseUGA

Signed up Dec 05, so out of contract Dec 07.

/\/\/\ Didn't see these posts... That sounds about right. As he said, signed up in '05, never received any free or subsidized phones. He was out of contract when his account was suspended. In order to restore service, they made him re-sign and he didnt even get a discounted phone out of the deal. Sucks, but it makes sense. You would have had a better chance if you argued for upgrade eligibility at the time of the re-sign, but I would still escalate the CS complaint and see where it gets you. If that was your one and only late payment, they will be able to see that and hopefully give you a break. I'd still like to know how this turns out.

Posted by: mbranscum

Can someone explain what a 3G discount rate is???

Posted by: jnet06

thats a bit out of line actually, in order for you to be refused upgrade eligibilty you had to have had your service suspended 2 times within a six month period, yet this under no circumstances extends your current contract.

Posted by: craze189

Quote:

Originally Posted by mbranscum

Can someone explain what a 3G discount rate is???

I'll try to sum it up quickly...

If you are opening a new account with at&t, you can get a new iPhone 3G for $199/299 (8gb/16gb) + new contract.

If you are currently an at&t customer and currently use the original iPhone, you can get an iPhone 3G for $199/299 (8gb/16gb) + new contract.

If you are currently an at&t customer who uses a phone other than the original iPhone, but are eligible for an phone upgrade to your account, you can get an iPhone 3G for $199/299 (8gb/16gb) + new contract.

If you are currently an at&t customer who uses a phone other than the original iPhone, and are not eligible for a phone upgrade to your account, you can get an iPhone 3G for $399/499 (8gb/16gb) + new contract.

Eventually, the iPhone 3G will be sold without a contract and unlocked for $599/699

Posted by: JDJHNTR

I never physically signed anything except in Dec 05' when we first signed on with then "Cingular". I did not sign anything when I had to get the new data card except a receipt for my credit card purchase? I'll try and find it to have with me when I call again.
On another note: I am not real happy with the signal strength of the Iphone versus my other phones. I drop way more calls and have a lot harder time maiking calls in the same areas as before the Iphone? Does the new 3G have better reception? Thanks again................

Posted by: JDJHNTR

OK....thought you might to know this aswell?
Our account is a business account set up in our company name and my name. We have 3 phone lines and a data line (laptop). This may sound stupid at this point but what is this "FAN discount" I'm hearing about and should we qualify for that also? And......with our account being in our comapny name and my name, should'nt any reminders come to the company listed phone number first and my personal number second? The account is not in my wifes name so she would not get the reminders, right?

Posted by: spartacus13b

Quote:

Originally Posted by JDJHNTR

"toomer", I've never got a call or text message from them, but I've never been late before either? The wife takes care of the bills so I asked here if she has gotten a text or call and she has'nt either? That would be a very nice option though. I'll talk to them about that when I call again. Thanks.....

"RogerPodacter", I'll check on the card issue? Even though I was late on 1 bill, I still think we should get the discount. We'd paid too much money not to be.

I will post back what I find out? Thanks everyone............

I am sorry to say this to you but if you have never been late att would let you go up to 90 days before they shut your phone off so you were multiple months late. I have dealt with this when I worked for the company so many times. Please dont tell a story that does not make sense and than make stuff up. My account got shut off last month because I did not pay it and I was eligible just fine, if your phone gets shut off your eligibility is gone for a few days and it comes back. The fact that you actually have a date online when you are eleigible means that you have done something in October of last year to your contract.

Posted by: RogerPodacter

Quote:

Originally Posted by JDJHNTR

I never physically signed anything except in Dec 05' when we first signed on with then "Cingular". I did not sign anything when I had to get the new data card except a receipt for my credit card purchase? I'll try and find it to have with me when I call again.
On another note: I am not real happy with the signal strength of the Iphone versus my other phones. I drop way more calls and have a lot harder time maiking calls in the same areas as before the Iphone? Does the new 3G have better reception? Thanks again................

They have ways of sneaking that contract in there so hopefully you can fight it.

The new iphone reception has been reported to be very poor. But we need someone with another 3g phone to compare 3g signal in the same exact location. Can you do that with your other 3g phone and post the results?

Posted by: JDJHNTR

Quote:

Originally Posted by spartacus13b

I have a business to run with an employee that is on the road for us 5-6 days a week, so NO my account has never been several months late!! I could'nt run the business if the phones were getting turned off all the time!!
We have to have them everyday for our business to work, PERIOD!
So dont set up there and tell me I'm making up a story. You dont know who I talked to or what was said. You only have your experience to go by and not mine. If you got great CS when you needed, I'm honestly glad for you. I have most of the time, but this time when I needed it I did'nt. I guess your gonna also tell me that AT&T did'nt make a mistake and charge me twice on every bill for one PDA data plan? I just happen to look at the bill carefully one day and caught it. It had been going for 4 months. They were helpfull on this and made it right. So YES...........AT&T does make mistakes and always will just like everyone else. Do I still think they are the best network......yes I do. Do I think we (me and AT&T) will get to the bottom of this.....again, yes I do.
But, am I still upset that the 2 reps and web sight say I am not eligible for an upgrade....YES I AM! I've spent too much money with them and have never asked a free or discounted anything. So what, if I was late paying my bill. I paid the dang thing with the extra $35.
For those that have asked to be kept informed on this matter, I will do so.

to "spartacus13b"............I am fairly new here and will NOT get into a heated argument with you on this or anything else. That is not why I joined this forum. My argument with you sir is over right here.

Posted by: JDJHNTR

Quote:

Originally Posted by RogerPodacter

Sorry Roger, did'nt mean to leave out the answer to your question. I dont have a 3G phone at this time. I have a NON 3G Iphone using Edge and just checked it with dslreports.com and got 166kbps.

Posted by: T_Webb

If your contract was renewed I'd ask them for a copy of the contract and what triggered the new contract to come into effect.

Posted by: ralph401

I had a similar problem today. I have 5 lines (family plan) with AT&T, 2 iphones, account since 1992, average bill $300+ a month. I went to an AT&T store today to buy (2) iphone 3G, only to be told that I was not eligible for an upgrade until Oct 08. I told them that I was a current iphone owner and should be abble to get it. The rep told me that according to the system I have to pay full price $399/$499. After calling customer service, they tell me it is because I had disconnection on my line for late payment in the past. After talking to supervisor, they say all is fine on CS system but the store said they couldn't overide the system. I ended up leaving without the phones. The store told me all they could do is submit for an exception and that would take 72 hours. I find it disturbing that as a current iphone customer and paying $300+ a month to AT&T since '92, it is that difficult for me to give them even more of my money.

Posted by: toomer

Quote:

Originally Posted by JDJHNTR

But, am I still upset that the 2 reps and web sight say I am not eligible for an upgrade....YES I AM!

That's just it, though ... you're apparently not.

As I said before, disconnects are a very serious black mark on your cell history. It was that way when I was with T-Mobile, too... money was tight, times were hard on us techies (2001) and I was late enough to get disconnected. Nine months later when I was going to be traveling to Europe for work I called and asked to have International Roaming and International Dialing activated on my account. They rejected the request due to my disconnect nine months prior. That single event made me a "higher risk" customer in their books until enough time had passed from the disconnect event.

Even in AT&T's "iReady" video -- they specifically state that for non-iPhone owners (and I mean legit phones on legit plans) ... upgrade pricing is dependent upon, among other things, "...and your payment history"

http://www.att.com/gen/press-room?pid=6158&cat=32&u=621

Does this apply to you? It's hard to tell since your profile indicates you are using an unlocked iPhone.

Posted by: bill9696

Even if you are an existing Iphone customer and have a disconnect they will charge you the 399/499.