Complaint Rating:

Company information:
AT&T Wireless
United States
www.wireless.att.com

On April 04, 2008 I have called AT&T Customer Service with voice plan modifications. No wireless data plan for text messaging and internet modifications have been requested. At that time my data plan for had 400 text messages with unlimited mobile-to-mobile and 1MB of internet for $15 per line for two lines on my account. After all requested modifications to voice portion of the plan have been completed CSR named Leon Sellers came with unsolicited offer of changing my existing wireless data plan to family data plan. He had been advised that there is no plans to change pattern of data usage and that only two lines will be using this, however he ensured that this would be exactly same as existing except single payment of $30 rather than two of $15. Being appreciative of Mr. Sellers efforts on working on voice plan I took his word for granted without questioning motives and reluctantly agreed. What Mr. Sellers failed to disclose is that they would be no return to my existing at the time data plan and that 1MB of Internet is not included.

On June 06, 2008 I received statement with Internet charges and immediately contacted AT&T. CSR stated that there is absolutely no return to my original plan and that statements by Mr. Seller that there would be no changes were indeed misleading. She credited extra charges and did change date plane to another one, as she said, being closed to original one as possible.

The statement I received on July 07 showed even higher charges for data usage and called AT&T on 07/08. CSR advised that she can not rectify the problem and on request transferred me to Resolution Center with representative John Seger. Mr. Seger expressed absolutely no desire to resolve the issue stating that from his standpoint that it was me who actually wanted to pay more for the same thing. All appeals to Mr. Seger common sense and logic were unsuccessful and I had to ask to be transferred to his supervisor. Mr. Seger became very agitated and it took several times to repeat my request before he agreed to do so and transferred to his manager who introduced himself as Sam. In the middle of conversation we were disconnected.

I called again and next CSR genuinely tried to replicate original features of the plan with adjusted monthly payments same as original, but system did not allow him to do so. Call on 07/09 brought no fruits either with CSR refusing to escalate issue to the next level.

The whole issue is caused by AT&T drive to increase revenue deploying deceptive business practices and subsequent cover-up by shifting blame on customers.