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Cellular Phone Forum / Providers / ATT Wireless / May 2004Retroactive plan changes... What happened?
Hi there- I am a long time (5 year) ATTWS user. I have paid my bills on time every time. Recently, I found myself out of town thanks to an unfortunate emergency. I ended up using my wireless phone more than I intended, but was unable to contact customer service about altering my plan until now. In the past (1 time) I was able to change my plan and have it retroactivly apply to the minutes I had used. They told me I could do this anytime. This time, my experience was extreemly bad... I looked at my bill online and it was 350 dollars. I called up and complained and they had made a mistake on my bill (removed some of my promotional minutes). They replaced them and I received 120 dollars in credit because of the mistake. I called back and asked to retroactivly change the plan like I did in August. The woman said "No", just plain "No". Then she refused to look at my account and tell me why they did this for me in the past, and why they can't do it now. She didn;t understand that the nature of the 120 dollar credit was because of their mistake and kept saying, "It looks like they have been pretty nice to you already." I was not happy. I am not happy. I asked for her supervisor and was told "No." again. I don't know what happened to ATTWS, but they employ some real a.ses in their customer call center (who doesn't I suppose). I'm disgusted about the whole thing now and am considering cancelling my account unless these people can get their act together. You would expect that a long time customer with a good record is entitled to some kindness from time to time, especially when emergency circumstances are involved. I would have at least appriciated the quality of serivce I had enjoied in the past. Oh well. > Hi there- > [quoted text clipped - 28 lines] > > Oh well. This is just so ridiculous and typical of customers lately. What does AT&T owe you? NOTHING! So what if you pay your bills on time. YOU"RE SUPPOSED TO! They are not obligated to take care of your excess charges especially considering you admit to them. Based on your post you have had one problem in 5 years and now your threatening to cancel? Good riddance. > This is just so ridiculous and typical of customers lately. What does AT&T > owe you? NOTHING! Wrong. They owe it to me to be polite and kind when I call them. I don't need to be berated by customer service when I call with a question. >Based on your post you have had one problem >in 5 years and now your threatening to cancel? Good riddance. I've had several problems. All have been resolved "with a smile" so to speak. Now, I am simply disappointed with the way I was treated. It's a pet peeve of mine when the customer service department treats me like crap. The only recourse I really have is to stop paying them for the service. Perhaps you prefer the "your an idiot" approach to customer service, but I won't stand for it. Clearly Shaun, you owe some sort of allegiance to ATT, that's fine. Don't worry, I'll pay the bill. I'm just not happy with the way the previously amazing ATT CS has degraded. > Hi there- > > I am a long time (5 year) ATTWS user. I have paid my bills on time > every time. Recently, I found myself out of town thanks to an > unfortunate emergency. I ended up using my wireless phone more than I > intended, Just as BlockBuster is profitable because of Late fees; Cellular carriers count on overages to bring in the bucks. Just my .02, not that it matters: Honestly, it sounds to me like you thought found a way around (read: "whining") hefty cellular bills on the months you go over your minutes, and AT&T put a stop to it, and I agree with the statment of another poster: rightfully so Why exactly is it AT&T's fault you don't have a plan with a large enough minute bucket? >Hi there- > [quoted text clipped - 28 lines] > >Oh well. Cmpanies in the past may have done a lot of things that were against the same T and C's they publish, now most companies transactions are subject to an audit to insure that they are legal and within that company's business rules. I don't know of any company that will allow you to retro a plan change. You know how many minutes you have and you know how much the per minute cost will be if you go over those minutes. You also know that you can change plans. But you can't just make up a tariff to suit your personal use.- it just don't work that way.The customer service rep should have told you to read the T and C's after she said NO. > Just my .02, not that it matters: > [quoted text clipped - 38 lines] > > > >Oh well. > Cmpanies in the past may have done a lot of things that were against > the same T and C's they publish, now most companies transactions are > subject to an audit to insure that they are legal and within that > company's business rules. I don't know of any company that will allow > you to retro a plan change. AT&TWS TDMA billing system still does that. GSM doesn't. > Cmpanies in the past may have done a lot of things that were against > the same T and C's they publish, now most companies transactions are [quoted text clipped - 6 lines] > way.The customer service rep should have told you to read the T and > C's after she said NO. The local cellular carrier I had didn't know how to do a plan change UNLESS it was retroactive. If you wanted to make a plan change effective the day you asked for it, they would say no. If you wanted to make a plan change effective at the end of the current billing cycle, the only way they could do it is to make a sticky note, place it on their desk, and then after the billing cycle closes they could go in and make the change retroactive after the fact to the closure that just happened. This is how it has been done for years and years. I think it is just a matter of what billing software they use. -Jeff > > Cmpanies in the past may have done a lot of things that were against > > the same T and C's they publish, now most companies transactions are [quoted text clipped - 17 lines] > > I think it is just a matter of what billing software they use. If I remember earlier posts here it's the TDMA billing system that allows Retroactive changes, and mid month changes. GSM billing software, changes take effect start of next billing period. > Just my .02, not that it matters: > [quoted text clipped - 5 lines] > Why exactly is it AT&T's fault you don't have a plan with a large > enough minute bucket? Well, it's not so much that I "thought" I found a way around, as much as I was told that I could do this when I needed to. I don't take advantage of it, I've only done it once. These are unusual circumstances (read: I don't usually use this many minutes), and I hoped I could do it again as was explained to me. Unfortunately, I cannot, and I have to pay a large bill, thus I am unhappy (as anyone would be)... Nevertheless, I treated all the customer service people with respect, and I was treated like a welfare case instead of a customer. I did not "whine" to them and I took full responsibility for making the calls. I pay them, I contribute to their salaries, and I expect to be treated like they want my business. I'm not going to cancel my wireless contract because I used too many minutes (as some have insinuated in this thread), but because I was treated like shiat! While your post was respectful, many were not. I wonder if ATT Support recruits from this newgroup? That's life. Same thing happened to me with Verizon. Family medical emergency out of town. I called to change my plan with Verizon to get Single Rate East and they said my phone (dual band) was not compatible with that plan and I couldn't get a new phone for a couple more months. When I got back I went into the store and the servcie tech put me on the plan my phone was "not compatible with" (brochure said trimode phone required) and got the trimode phone several months later. I too had a $300 bill but it was worth every penny to have the phones. Verizon will not retroactively change your plan. I have tried in the past. > Hi there- > [quoted text clipped - 28 lines] > > Oh well. Troy: I understand the point you are trying to make because I had a HORRIBLE experience with ATTWS customer support just last night. I'm a new customer since Monday, so on my third day of service, I was subjected to appalling apathy and rudeness. I posted my entire story in a new thread, but it hasn't displayed yet. Read it, and maybe you'll feel a little better having the knowledge that you aren't alone. The name of my new thread is ATTWS Customer Service SUCKS! It's a shame that we have come to expect technical support to fail to complete any task on the first attempt, and even more of a shame that we have come to expect rudeness, ineptness, and apathy from customer support personnel to whom we turn for help. > Troy: > [quoted text clipped - 12 lines] > we have come to expect rudeness, ineptness, and apathy from customer > support personnel to whom we turn for help. You guys should form some sort of support group. And a big thanks for sharing your 'stories'. Of course everyone knows there are 3 sides...your's, customer care's and the truth. |
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