Google tagging me as malicious

I just got off the phone with my ATT Wireless Account Representative.

I have been an ATT Wireless Customer for over 10 years, recently my flip-candy bar phone broke and I was in the need of a replacement. Not wanting to extend my contract I searched through my drawer and found my old Black Berry Pearl.

This is my personal phone, not subsidized by ATT, I removed my SIM from the candy bar phone and placed it on my old half broken black berry. Tonight I logged in to my account as I do every month and I saw a $25 for a data plan.

I was appalled by the fact that someone had inadvertently put a data plan in my account without my consent. I rang up the customer service line and what follows is a summary of my two hour ordeal on the phone.

I called customer service and was on hold for 10-15 minutes due to high call volume. When the representative answered the phone I informed her of the problem with my account and kindly asked her to correct it, since I had not asked for a Data Plan.

The customer service representative informed me that because they had detected I had a Black Berry they had gone ahead and added a data plan to my account for my “convenience”.

I informed her that I was not interested in data plan nor internet access and only wanted the phone to make phone calls.

She said that it was ATT’s policy that every smart phone have a data plan because of replacement issues.

I argued that it is my personal phone and I don’t want the data plan, I requested that she put an Internet block on the phone and refund my account. She placed me on hold for 5 minutes and then came back.

She told me she had refunded my account but I needed to remove the Sim from my phone and put it back in the candy bar phone because if not they would have to charge me for the data plan. I informed her that the candy bar phone is broken and I can’t use it. To which she replied by explaining again the policy about smart phones.

At this time I was very frustrated and had been on the phone for at last 30 minutes. I told her to please put an Internet block on my account so that the charge wouldn’t re-occur. She placed me on hold for 10 minutes and returned telling me that it was done but I had to place my SIM in the candy bar phone (Loop for 20 minutes)

After this happened repeatedly, I informed her that they were changing the terms of my contract against my will which would liberate me from my early termination fee and I would without a doubt cancel the account. She placed me on hold once more for 10 minutes and the returned to tell me she had removed the charge from the account but I had to put the SIM back into my candy bar phone (See a pattern??)

I have been a customer with ATT for 10 years or so and I can’t believe they have this terrible customer service. I told the lady (very aggravated) that I would cancel my account and go to any other carrier and that if they didn’t want to loose my business they would block the Internet on my phone and let it be. I can’t be charged for something I don’t want or need. How would you feel if they charged you for HD cable just because you have a TV set that supports it?

She told me that it was ATT’s policy and that there was nothing she could do. I asked her for the 11th time to either fix it or transfer me to a supervisor. After another period of holding she transferred me to a supervisor “Joe”. Joe was kind and polite at first asked how I was and listed to my complaint.

I told him that I had a Black Berry Pearl which was my ONLY available phone and I didn’t want data on it. He told me there was nothing he could do and if I kept my SIM card on the phone they would charge me the $25. I told “Joe” that I was a long time customer and found it ridiculous that they would charge me for something I didn’t need or want.

“Joe” told me sorry there is nothing I can do, is there anything else I can help you with? I told him to transfer me to the cancellation department, “I am going to a different carrier that respects their customers”

“Joe” very sarcastically told me “And what carried you are going to run to that won’t charge your for a data plan? I told him Metro PCS or T-Mobile and he said whatever fine but the cancellation department is closed you have to call tomorrow or have me (Joe) process it but it will take a while and you will be charged a cancellation fee.

I told him I would not be paying any cancellation fees since they had changed the terms on my contract without my consent. He ignored my comment and asked me if I wanted him to process the cancellation now or call in the morning. I told him I would call in the morning since I had been on the phone for more than 1 hour.

I can’t believe a company would be so stupid as to be willing to loose customers because of an absurd policy. I can’t believe customer service people could be so rude / unhelpful yet smiling and “friendly”.

ATT has offcially lost my respect and I will do what is in my power to spread my story around. If I don’t get an answer from them soon I will be canceling my account.

Your Loss ATT T-Mobile here I come!

Tags: ATT, Customer Service