Approximately 3.5 years ago me and my wife cancelled our T-Mobile cellular service and switched to a family plan from Cingular which is now owned by AT&T. We started this service in Georgia and last year moved to the Michigan area. Our original 2 year contract had run out and we were going month to month with our old phones. Well, around march of this year I went to a local AT&T store to change our numbers on our account to local numbers. I specifically made sure that by doing this we are not going under another contract and made sure they were no fine prints if you will.
Well, a couple of month later I wanted to upgrade me and my wife's phones online and was not able to do it online. I called customer service and they informed me that I am not eligible for an upgrade since I am under a new contract. I was shocked by this disclosure since I specifically made sure that I was not under any contracts and did not upgrade or anything. All I did was change our numbers to local numbers.
To top it off we recieved a collection amount from AT&T for about $100 which was supposedly due to them. After numerous calls they finally fixed the collection mistake which I was told happens all the time.
Well, I kept calling AT&T several times and each time spent atleast one hour on the phone, either holding or being given the run around. Different agents kept telling me different things until I would tell them to read the notes to help myself from their lack of internal communication.
I was told that they would fix the problem and they see how they made a mistake but no one had authority to fix it and basically I could not shop for a phone online but have to go in store and they would allow an excemption. I informed them that I want to buy a referbuished phone online which is not available in store and was told that they would send a ticket to some department and after a few days they would contact me and fix it so that I could finish my upgrade online.
A few week go by and no one has called me. I call AT&T again and another 1.5 hours time wasted and basically the same thing. They are sorry for my inconvenience and that they would send another ticket and would get it fixed this time.
Another couple of weeks go by and nothing. I called AT&T again and this lady who was polite told me that she is going to connect me to this "magical" department who will help me. To her credit she waited about 45 min over the phone with me while we both waited for this super department to pick up the phone which never happened. This lady gave me their phone number and told me to call them back later.
Each time I call this number I end up holding for over 20 minutes and no answer. I have finally decided to give up upgrading my phone and as soon as I find a better deal for a family plan out there I will switch carriers and I would advise anyone against picking AT&T over T-Mobile or Verizon as their Cellphone carriers.
To be honest the only reason I still have them is my rollover minutes which I like. To bad they have a horrible customer service who just gives you just lip service instead of actually helping you out!
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