Complaint / review text:
In June 2010 two months before our two year contract for two Iphone 3G's expired, we ordered two Iphone 4's via Apple Store as an upgrade for our family plan. Upon receiving the phones, we found they were not satisfactory and APple agreed to return the phones and told us that our upgrades would be reversed with ATT as is their customary practice. Before returning the two Iphone 4's to Apple, we returned to the ATT store in Lake Worth, TX and had them restore our service on our two Iphone 3Gs with new replacement SIM cards at no cost. This past week while at Sams Club in White Settlement, we saw advertised a new ATT Samsung Galaxy II S phone for $. 96 each, that's right only $. 96 with no activation fee which was the price either with a new contract or upgrade. We started to purchase the phones and suddenly when the sales person checked our account with ATT, he found that our account still was extended two years and our contract was still in force until June 2012. The ATT representative on site called their offices and confirmed that apparently ATT had never reversed our account to have the upgrade reversed and we were told that since the upgrade problem was in June 2010, and over 1 year, the ATT system could not reverse their mistake and only if we went to an ATT store and purchased these new phones at a price of $269 each could they "Overide" the upgrade date and upgrade the phone. We asked about just buying new phones which we could for $. 96 each but we couldn't get our old numbers since they were still under contract. What we didn't learn is that we could have cancelled our contract for only $4.00 per month for the remaining 6 months or $24.00 for each phone and purchased the new phones at Sams Club. So when we complained to ATT they offered to sell us these phones for $150 each or $300.00 I at first agreed since we lost out on the Sams Club Black Friday special but after almost a week, I called to check on the order which I had already been charged $336.00 for the phones and $18 per line activation fee, the order acceptance hadn't gone through even though I accepted ATT's terms on line as required. The ATT representative offered to process the acceptance himself with me on the phone and he did so. They today, almost another week, I received an email from ATT saying we still needed to authorize the order or else it would be cancelled. As I was so upset with ATT, i called them and cancelled the order. Now they tell me that we can upgrade immediately, expect despite being told this, our contract is still until June 2012. I feel we have been misled and ATT owes us these phones at $. 96 each not $269.00. I see so many complaints, I wish we could file a class action lawsuit against this company for its horrible customer service!