I purchased 2 cell phones with a two year contract. After about 1 1/2 years I needed to replace one of the phones. After receiving a new GSM phone and national package the phone did not work in my house (poor GSM coverage). After numerous calls to Customer Care I had to eventually return the phone and go back to using the original phone. I did receive credit for the returned phone with no problem.
The twist came after the equipment return when AT&T never re-established by old contract. During my conversation with Customer Care when re-establishing my old phone I did not have the minutes I had before the change. I was was given the lame excuse that promotion is not available.
I explained they sold me a service which does does work in my area and to return my service as it was with my original phone. At the end of the conversation I reiterated that everything was back the way it was before they sold me a non-usable service. I was told I have 700 minutes without the original 50% additional free minutes from the original plan. I gave up pushing the extra 50% extrra free minutes since I rarely exceeded my 700 minutes anyway. At this point I figured end of story typical AT&T poor service and I'll ride the contract out and cancel as soon as possible.
Before I traveled out of the country I contacted Customer Care about a 60 day suspension. They were VERY helpful and expalined I could place both phones on suspend for $9.95 each, which I did. Upon my return I called Customer Care and I was advised my contract was extended. AT&T never disclosed the information at the time of suspension. I figured no big deal and I would lower to the minimum package and pay the fee for two extra months.
I was then informed my contract for the phone I originally upgraded, returned, and had all the hassles with was never changed and they claim I have an additional 7 months (1 year from the date of thier screw up). When I told them to read the history she did and all the information was incorrect. I requested the call to be escallated to a supervisor. The supervisor gets on the phone and tells me the same story about the contract date. I ask her to read me the history file from thier computer and she tells me something totally different from the first CC rep. I ask for a copy of the record and I was refused.
It's was obvious when I was a loyal customer they are willing to go the extra mile to help but try and sever service and they try everything in the book to intimidate you and threaten you with collection companies.
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