Took me about 20 min, and had to talk to a supervisor, but success! I recently had my 64GB 4S stolen, and got ATT to credit my account $200 for it (had to get an iPhone 5 for them to do so), so that caused some confusion.
Sammy was a little slow.
Sammy was a little slow.
Please wait for a site operator to respond.
You are now chatting with 'Samantha Hernandez'
Samantha Hernandez: Good Evening Mr., Thank you for chatting in with AT&T. I can definitely assist you today with questions about upgrade fees.\ Please allow me 2-3 minutes to pull up your account.
Me: Hello there Sammy; you don't mind me calling you Sammy, do you? Please take your time.
Samantha Hernandez: How can I help you?
Me: I recently signed a 2 year contract extension and upgraded to a new phone. I was hoping I could have my upgrade fee waived or credited to my account as a one time courtesy.
Samantha Hernandez: I can certainly review your account and see what I can do for you.'
Me: Thank you Sammy.
Samantha Hernandez: I do see that your account was already credited $200 today for the upgrade.
Me: That was due to my phone being stolen; it has nothing to do with the upgrade fee.
Me: I understand that Sammy. I also did everything at the Apple Store. I would like the fee removed. I've been a loyal customer and always pay my bill on time. You can check that.
Samantha Hernandez: May I ask what date your phone was stolen?
Me: 12/10/12
Samantha Hernandez: The fee was already waived Mr.
Samantha Hernandez: There are no other upgrade fees.
Me: My upgrade fee- the $36- was not.
Me: Was it?
Samantha Hernandez: Yes, I also had my manager review your account and they said there are no other upgrade fees to be waived, it has already been waived.
Me: I'm looking at my statement for 12/08/12-01/07/13
Me: And there appears a one time charge (date 01/07) upgrade fee of $36
Me: Which I had to pay last month.
Samantha Hernandez: Yes, but you are not able to see credits and adjustments up to date.
Me: I was wondering if I could get that credited back.
Samantha Hernandez: Unfortunately you have already been credited and I am unable to credit something that has already been adjusted Mr.
Me: So you're telling me that my upgrade fee of $36 was credited to my account, yet my balance is $116 (after the $200 credit)?
Me: It should not be over $100 if I was credited that fee.
Samantha Hernandez: Your account was charged $200 and you were credited the $200 back.
Me: Which is not the upgrade fee..
Me: I paid an early upgrade fee of $250; I am not asking for that back.
Me: 01/07 One Time Charge for Upgrade Fee $36.00
Me: Is the one I'm asking to be waived as a one time courtesy.
Samantha Hernandez: Yes, but you have already been given that back.
Me: No I have not been.
Me: It still shows on my balance.
Samantha Hernandez: You were offered $200 and that was credited today 1/23.
Me: And that is still not the upgrade fee..
Me: 01/07 One Time Charge for Upgrade Fee $36.00
Samantha Hernandez: I have spoken with my manager to see about getting this adjusted for you and he said it has already been adjusted there is no upgrade fee to waive.
Me: Is there a number I can call to talk to your manager?
Me: I'd like to speak with him/her personally.
Samantha Hernandez: I can transfer you over to him if you like.
Me: Please do, Sammy.
Samantha Hernandez: Please hold one moment.
Please wait while I transfer the chat to 'Lonnie Payne'.
You are now chatting with 'Lonnie Payne'
Me: Hello there.
Lonnie Payne: HI Mr., thank you for chatting with AT&T. I am a billing supervisor and can help you today. I can read your previous chat with Samantha. Please allow me a moment to review this chat and access your account to determine the best resolution for your issue today.
Me: Thank you sir.
Lonnie Payne: I have reviewed your account and your need. I have issued the adjustment for 36.00 on 1/7. You will see an adjustment for this on your account within 24 hours and on your next billing invoice.
Lonnie Payne: Was that all you needed from me today Mr.?
Me: So you just waived that $36 upgrade fee?
Lonnie Payne: I have issued the adjustment for 38.88 which is the total after tax charge for the upgrade fee charged on your account 1/7/2013, correct.
Me: Thank you sir.
Me: Appreciate it.
Me: That would be it for today.
Lonnie Payne: Super dooper!
Lonnie Payne: It was my absolute great pleasure to help as your Trusted Advisor today. You can close this window to close your chat session. Thank you for choosing AT&T for your wireless provider.
Me: You have a wonderful evening.