Worked for me!
Just wanted to say thank you for this thread...when I read it I immediately went and chatted with AT&T and within minutes had the $36 (plus taxes) for the upgrade fee credited back to my account. The credit showed online within 10 minutes but the representative did say that it may take up to an hour to show. I also got the standard answer of the reason for the fee but it seems that they have to say that and it doesn't have any bearing on the situation. I will share our conversation to show how easy it was (I have omitted my name throughout), and also I was lucky enough to have a pretty funny representative which was a nice change.
info: You are now chatting with 'Jean Kevin Smith'
Jean Kevin Smith: Mr. , thank you for chatting with AT&T today. I can help you with your question regarding your service.
Jean Kevin Smith: I'm sorry to hear that, I'll be more than happy to check that for you.
Jean Kevin Smith: How's your day?
Me: Thank you
Me: My day has been great, have you had a good halloween?
Jean Kevin Smith: Almost end of my shift doing good and getting ready for halloween party
Me: Sounds like fun
Jean Kevin Smith: Yeah!
Jean Kevin Smith: I can explain this fee to you. The upgrade fee is to allow us to assist customers with recommending new equipment, offering special offers and discounts, providing assistance with the upgrade process if needed, and supporting the returns process within 14 days. These specialized processes help us to ensure you are satisfied with your new equipment, and are ready to use it the day you receive it. The upgrade fee allows us to defray some of these additional service costs.
Jean Kevin Smith: Are you aware?
Me: No I was not aware
Jean Kevin Smith: Oh...
Jean Kevin Smith: Now your aware.
Jean Kevin Smith: Don't worry, I'm glad that you got me today, I can help you!
Me: Well if you can help me then I am very glad that I got you today too lol
Jean Kevin Smith: I will take care this for you.
Jean Kevin Smith: Just sit back and relax
Me: okay
Jean Kevin Smith: I already took care the upgrade fee, you may dial *BAL# to check your balance on online it will take an hour to take effect.
Jean Kevin Smith: Have I answered all of your questions today? Is there anything else I can help you with?
Jean Kevin Smith: Can you do me a favor?
Me: Excellent, thank you so much
Me: what would that be?
Jean Kevin Smith: Enjoy the rest of your day and Happy Halloween ^_^
Jean Kevin Smith: Please click the close button to end your session. A customer satisfaction survey will automatically appear and we appreciate your feedback.
Jean Kevin Smith: I'm so glad we were able to get everything taken care of! Thank you for being a valued part of the AT&T family!!!
Me: That I can do...thank you so much, have fun at your halloween party
Jean Kevin Smith: Thanks!
Me: bye
Jean Kevin Smith: Please click the close button to end your session. A customer satisfaction survey will automatically appear and we appreciate your feedback.