been with them approaching a decade, with multiple lines on my account. was very discouraged about 4 months ago when i got locked out of checking upgrade eligibility, and when it returned about 2 months ago, my full discount upgrade that I should have been eligible for about 3 weeks ago, was gone, and it now said I had to wait until the full 2 year contract was up if I wanted to take advantage of the full discount. had some free time today, called them up and let them know what the issue was, and before I even had the chance to ask her if she could fix it for me, she cut me off and said "let me take care of that for you, only condition is you have to order through the phone or go down to an AT&T store directly to place your order." i continued on through and placed the order, agreed to the terms and conditions, got off the phone and was like, "did i just agree to a 36 upgrade fee" and immediately called back. new gentleman on the phone tried to explain to me that the 36 fee is to upkeep there satellites with 4glte and whatever new comes out. That was a mistake. I'm a car salesman dude. I immediately, but politely, fired back that my $195 a month I pay them for 4 lines, should automatically cover those costs, and that I think it's a little ridiculous to charge me 36$ x 4 every 18 months to upgrade my phones. i also explained to him that the next program doesn't require an upgrade fee. He went to challenge that point with me, and I just simply explained one more time that I've been with AT&T for almost a decade, and in that decade I've always been on time, and I think it would be courteous on the companies part to extend me the luxury of purchasing my phone through them (as apposed to a 3rd party mobile retailer, or even apple themselves) and waving the upgrade fee. This is the point at which i realized he was most likely reading from a script, and it was exhausted, so he blatantly tried calling me out and saying that it sounds like I had done this before. (which i haven't, i just knew from this site it could be done) after I explained to him I just think its a flat out retarded charge, and I understand it's just there attempt to bring in more revenue, he backed off and applied an instant credit to my account of 36$. so to anyone who upgraded there phones in march of 2012 and are just awaiting you contracts to expire for your upgrade, call up and give it a shot. it was easier getting the upgrade early then it was getting the 36 fee waved. all in all, an hour out of my day.