AT&T Wireless
Promised plan kept after number change, then told it would be dropped

In September of I changed my cell phone service from T-Mobile to AT&T Wireless. I was informed by AT&T Wireless in Houston Texas where I resided at the time that I would be able to change my phone number (market change) if and when I had to move my residence.

I specifically inquired about this matter based on the fact that I am in sales as an occupation and am required to move around every 6 months or so. I even specifically inquired about changing it to an 801 area code number (Salt Lake City, UT) based on the knowledge that I would be moving back to this area within 2 years. The plan that was offered was unlimited minutes per month with roaming and national long distance for $99/month. I joined the plan and signed a 2 year contract.

In December I relocated to Dallas, TX where I called AT&T Wireless customer service, informed them of my move, and they changed my number to a local Dallas number. Though service was still very bad, as AT&T Wireless was in the process of setting up new cell phone towers and increasing their GSM network, I was told again at the time of this market change that if I was patient, I would soon realize much better coverage and not have to suffer with the high amount of dropped calls that I was enduring. Patiently I waited.

In January of my job relocated me to Salt Lake City, UT where I again needed my phone number changed to a local number to that area. On January 20th, I called customer service and after waiting 30 minutes on hold, inquired about the market change. They said no problem, we'll get you a new number right away and keep you on the same plan. They transferred me to another department where I patiently waited on hold for another 25 minutes.

When customer service finally came on the line, they flatly told me that if I changed my number to the local area, I would lose my current calling plan. I replied that this was unsatisfactory and asked to speak with the manager of this department. After being placed on hold for another 10 minutes, I finally spoke to a Mr. Ali who again informed me that I would have to drop my plan. I told him that they were extremely unprofessional as I had already as of that very day been promised by AT&T Wireless that I could retain this plan and change my number. He argued that they no longer offered the plan and that I had no choice. I asked to speak to his superior. He said that there was no one else I could discuss the matter with and that I could mail a letter of complaint to the complaint department. After discussing the matter for at least another 30 minutes, I had no choice but to hang up the phone and accept the AT&T Wireless lies, untruths, and them backing out on a promise which they had repeatedly made me, and I in turn had made decisions based on that information.

Company: AT&T Wireless
Country: USA
State: Utah
City: Salt Lake City
Address: P.O. Box 68055 Anaheim Hills, CA 92817-8055

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