Huge pain, but eventually got credit.
I was on chat for close to an hour with them repeatedly telling me the charge was "valid" and "industry standard", couldn't be waived. They seemingly needed to convince me to accept the charge to end the chat. When I finally gave up and said I was disappointed they weren't able to help, they finally were able to offer $25. I said I wanted $40, and then suddenly it was "Good news! I will waive the $40." After running me around for an hour! They actually credited me $30.00 + $11.55 for some reason. What a terrible way to treat your customers. I feel sorry for the chat agents who have to do the dirty work.
Full transcript below, in case you want to wallow in my frustration or see all the lines that didn't work for me.
Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'Agent'
Agent: What a lovely Saturday Customername! Are you referring to the Upgrade Fee of $40 on your bill?
Customer: yes.
Agent: I'm afraid the $40 upgrade fee is a valid charge, Customername.
Agent: 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.
Agent: 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.
Customer: Yes, but they also make me strongly consider switching carriers.
Customer: I do not think I should have to pay to defray the cost of other people returning their phones.
Agent: This fee will help us provide you the best discount available for your phone instead of getting it at a full price of $649.99, you were able to get the phone with just $199.99 and from that you will save$450 just by staying with us for 2 years.
Customer: My monthly payment already includes charges that pay for the subsidy. Allowing customers to upgrade their equipment is how AT&T keeps customers.
Customer: I have been a loyal AT&T customer for more than 10 years, though there are other carriers that offer better coverage.
Agent: We appreciate you being a long time customer to us, Customername.
Agent: Let me connect with my supervisor to see what we can do.
Customer: That would be good.
Agent: Just a moment, Customername.
Agent: Thank you for waiting, Customername. As I connect with my manager, I'm afraid we cannot waive the $40 upgrade fee on the line.
Agent: This is an Industry Standard fee that all other cellphone companies are charging their custoimers
.
Customer: You are able to waive this fee, which is no more than a way to take money from your customers beyond what they are paying for service. I am not interested in arguing the legitimacy of this charge. I would simply like to have you waive this charge.
Agent: I understand how you feel Customername. But I'm afraid the charge is valid and we cannot waive the charge.
Agent: The $40.00 upgrade fee entitled for customers to get the device on it's fully discounted price.
Customer: By not fully discounting it. The fully discounted price is $299. This fee makes the price $339.
Customer: Can you please give me the number for account cancelations?
Agent: We do not want to lose you. Customername. But you can always contact us on 1-800-331-0500 and connect to our Customer Relations department.
Customer: If AT&T wanted to do right by their customers, they would not charge these insulting fees. Does AT&T ever waive or refund this fee?
Agent: I'm afraid the charge is valid, Customername.
Customer: Does AT&T ever waive or refund this fee?
Agent: We do waive upgrade fee if this is included on your business discount. I suggest that you enroll your service discount on your account through this link.
https://www.wireless.att.com/business/enrollment/
Agent: Just to remind you that the upgrade fee will be waived once AT&T and your company has an agreement to waive the fee.
Customer: I am not interested in connecting my personal phone account with my employer. The plan I have is adequate. Does AT&T ever waive or refund the upgrade fee for regular accounts like mine?
Agent: By the way, the line will not be connecting on your employer. You will just have to enroll your e-mail address on the link. We waive upgrade fee if you have an upgrade fee waiver, Customername.
Agent: Customername, are you still on this chat with me?
Customer: I should not have to jump through hoops to get this fee waived. It is within your power to credit my account for the amount of this charge that AT&T says is "valid" but which I, as a loyal customer find insulting. I pay for the service AT&T provides me every month, on time. Would you please waive this fee?
Agent: I'm afraid I cannot waive the fee, Customername. We appreciate you being a long time customer to us. And this is an Industry Standard fee that all other cellphone companies are charging their custoimers
Customer: This fee is often waived. It is not clear to me why you are unable to waive it today. I hope that AT&T has paid you somewhere close to the $40 they charged me in order to spend close to an hour giving me a huge reason to find a new cellular provider at the earliest possibility. I am disappointed that you were not able to help.
Agent: We do apologize for the inconvenience. I really wanted to help you lower your current bill. Let me go ahead and check other options to lower it.
Agent: Since AT&T value customer like you and we do not want you to switch to different provider, I can go ahead and give you $25.00 courtesy credit. Would that be okay?
Customer: I would prefer that it be a $40 courtesy credit, since this took an hour of my time.
Agent: Let me check what we can do.
Agent: Good news! I will waive the $40.00 as a one time adjustment. I really do my best to credit this fee.
Agent: Let me go ahead and process the credit and then I'll inform you once the credit is applied.
Customer: Thank you.
Agent: Before I process the adjustment, I will send you a PIN code for security purposes.
Customer: ok
Customer: I received a PIN "to complete account change." Is there any other change being made besides issuing this credit?
Agent: I just need that PIN code for me to validate here and process the credit.
Customer: 373502
Agent: Thanks.
Agent: Good news! I process the credit. Can you check the updated balance online please?
Agent: Please let me know once you see the updated balance.
Customer: Yes, I have credits for $30.00 and $11.55. Thank you.
Agent: Awesome! You're welcome. My pleasure assisting you. Here at AT&T we make sure we resolve your issue. By the way, how's your AT&T service so far?
Customer: The end result is satisfactory.
Agent: Thank you. I appreciate it. I really do my best to resolve this issue. Since AT&T does not wan to end this conversation without resolution.
Agent: Is there anything else that I can assist you with?
Customer: That's it.
Agent: Thank you for giving me the opportunity to resolve your concerns today. You definitely deserve a great customer service here in AT&T, Customername . Enjoy the rest of the day.
