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Carrier AT&T get your upgrade fees waived.

Just did it. Saved $80! Had both my fees waived and I'm still on the unlimited plan. I was able to get them waived 2 years ago as well and had posted the experience on this thread.

My starting question was something like, "I reviewed my bill and noticed 2 upgrade fees for $40 each. I thought my employer fan waived those fees".

Here is the rest of the conversation. He volunteered to waive it. Took about 20 minutes as he had to contact his supervisor, but since it was an online chat I was taking care of some other things while I was waiting.

Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'AT&T Rep'
AT&T Rep: ‪Hi Marcus! Let me check the option to waive the upgrade fee for you due to your FAN discount.‬
AT&T Rep: ‪‪Are you currently logged in to your online account?‬‬
Me: Yes, should I log out?
AT&T Rep: ‪Okay.‬
AT&T Rep: ‪May I know what bill cycle are you referring to please?‬
Me: My latest statement shows the extra charges. The total at the moment is $198.58. It is usually about $115
Me: The statement that is due Nov 23
AT&T Rep: ‪Thank you for the information!‬
AT&T Rep: ‪Do you have the PDF or are you on the billing and usages page?‬
Me: Yes, I am on the page
Me: It shows two 1 one time upgrade fees. One for each phone
AT&T Rep: ‪Thank you!‬
AT&T Rep: ‪I actually reviewed your FAN discount and I can see that Upgrade Fee Waiver is not part of it but will be more than happy to check the option to waive it for you as one time courtesy.‬
AT&T Rep: ‪With that, I will need to coordinate with my supervisor for assistance.‬
Me: Thank you. I would appreciate that. I have been a loyal customer for quite a few years
AT&T Rep: ‪Thank you for being a loyal customer! We do appreciate your loyalty and I would like to repay that for you. =)‬
AT&T Rep: ‪Rest assured that we will come out with a favorable decision. Please bear with me.‬
Me: Great. No problem. I can wait
AT&T Rep: ‪Thank you!‬
AT&T Rep: ‪Thank you for waiting and sorry for the wait!‬
AT&T Rep: ‪I have great news for you!‬
Me: That's ok
AT&T Rep: ‪My supervisor approved the adjustment and applied it on your account.‬
Me: Excellent. I really appreciate that.
AT&T Rep: ‪Can you please try to log off from your online account and then log back in to see the update on your end?
‬
Me: I continue to be happy with my AT&T service
AT&T Rep: ‪You are most welcome!‬
AT&T Rep: ‪Thank you so much!‬
Me: yes, I'll do that now. Hang on.
AT&T Rep: ‪Sure. =)‬
Me: Yes, I just logged back on. Now my balance is $118.58. Thank you. An $80 reduction.
Me: That is great
AT&T Rep: ‪MY pleasure!‬
AT&T Rep: ‪Do you have other billing, payments or online account concern that I can help you with today?
‬
Me: No. That is it. Thank you so much for your help.
AT&T Rep: ‪‪All right! Again my name is Isauro. Have a great day and thank you for being the best part of AT&T!‬‬
Me: You too.
 
It really does seem like people with FAN discounts are primarily the ones sailing through the process to get their fees waived.
 
Chat didn't work for me... and I was nice.

I called and got one of the two $40 fees waived, I'll probably call back and try and get the second one waived when I'm in a nicer mood.
 
Just did it.... (AGAIN! :D)


Thank you for your patience! Your AT&T Representative will be with you shortly.

Welcome! You are now chatting with 'Sarah Miller'

Sarah Miller: Hi Me! I can help you with upgrade fee. How's your new phone?

Me: It's excellent. Thank you for asking :)

Sarah Miller: You are very much welcome.

Sarah Miller: Me, the upgrade fees are charged to our customers and are not waived.

Sarah Miller: By the way, is this for your 10/09 bill?

Me: There's a website forum where alot of long time AT&T customers are getting this fee waived as a courtesy. I've been with AT&T for a long time as well.

Me: Yes, the october bill

Sarah Miller: Heres what I am going to do, we are not really waiving it but since you've been a loyal customer and family with AT&T since 2008, let me take care of that for you.

Sarah Miller: Sounds good to you?

Me: Thank you very much Sarah, I would greatly appreciate it :D

Sarah Miller: You are very much welcome. Let me apply it here real quick.

Sarah Miller: Adjustment has been applied. You may log out then log back in to check your updated balance, please make sure not to close this chat. Thank you.

Me: Yes, I see it. Thank you very much Sarah!!

Sarah Miller: Perfect! Is there anything else I can help you with?

Me: No. Nothing else. Thank you and have a great day and rest of the week.

Sarah Miller: Thank you for choosing AT&T as your wireless provider, enjoy the rest of your day.


By the way, it would be nice if this thread was stickied.... IJS :)
 
I called and pulled the "long time customer" card and they waived it immediately with no resistance whatsoever.

$40 is a substantial amount of money to just give them for no reason at all!
 
Are you all waiting until the fee hits your monthly bill or doing it right after upgrading?
 
I just got my 2nd iPhone activation fee waived yesterday....
I just added a third phone to my plan, I plan on contacting them again in the next few days and see if they would waive the activation fee for my 3rd iPhone 6...
I am not sure if they will, I already had $180 in bill credits given to me last month (did not have to pay a bill this month) because retention basically gave me a free month, I hope I am not pissing them off for contacting them again...
 
Any ideas on getting this done? I have 4 lines on my account, I'm upgrading 2 of them, and got one of them waived yesterday. Tried calling back for the second line and they keep refusing. I tried everything. Asking nicely, telling them about our account history and on time payments, asking for a credit instead of waiving the fee, and even linking to this thread. They just keep repeating that I've already used my "one time exception."
 
Mikel30 said:
Any ideas on getting this done? I have 4 lines on my account, I'm upgrading 2 of them, and got one of them waived yesterday. Tried calling back for the second line and they keep refusing. I tried everything. Asking nicely, telling them about our account history and on time payments, asking for a credit instead of waiving the fee, and even linking to this thread. They just keep repeating that I've already used my "one time exception."
Click to expand...


Why would you link this thread when you are talking to AT&T?...
 
I was able to get one of the two $40 activation fees credited to my account this morning via online chat. I still think it's a ridiculous, unnecessary and arbitrary fee, but something is better than nothing.
 
I'm chatting now and they are giving me the line that they hope I understand that the fee is valid and they can't waive it!?!? :mad:

I wonder if the chat reps get demerits on their accounts if they let a fee be waived. They are getting harder and harder to reverse. On my iPhone 5 upgrade (2 lines) i was only able to recover $36 of the $72 in total. This time, so far $0 of $80.
 
Last edited:
talked to 3 different reps and haven't had any luck...

i got all 3 lines upgraded too, currently have a premier account
 
no go.

they said the fees are valid.

Isha Adams: I do see here that you are a long time, good paying customer and trusted us with 3 lines of service on your account. You've decided to renew your contract with us, and we value your loyalty to AT&T.
Isha Adams: So here's what I can do for you, I can ask my supervisor to give you a discount on the $120 total upgrade fee.

.......

:mad:
 
thecore762 said:
Added a third line last week, they just waived the activation fee for me with my fan discount.
Click to expand...

I was a new customer, when I got two IP6+ and they refused to waive the fee :(

I knew going in, that I'd have to pay, and I also thought the chances were remote, still I tried but I came up empty on it.
 
took less than 5 minutes, I just asked the rep to get my fees waived and got $86.70 credit back
 
Worked for me!

Thanks so much for this... after initially contacting AT&T by phone, I was told by both the initial CSR and a supervisor that the fees were valid and would not be waived. Still not satisfied, I was informed my only other option was waiting up to 72 hours to hear from a supervisor in their "Intensive Care Unit". Using the advice I found in this thread, however, I tried the Online Chat option; I was initially quoted the reason for the charges, then offered a $50 partial credit, but finally received the full $80 credit after mentioning first-hand knowledge of others getting these fees waived. We have also been customers since 1993, so that had to have helped some.

Thanks again, OP and other commenters!
 
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