AT&T
Complaint 351043 Details

I ported one of my cell phones from T-Mobile to AT&T in January 2016; the plan was a $99 I-Phone 6 16g phone and a 2-year contract. On March 9, 2016, I contacted AT&T about porting in another cell phone and asked if the $99 promotion was still available. I was told NO because they were no longer offering contacts due to excessive laws suits. I was told the only program I was illegible for was "add a line and get two I-Phone 6s for the price of one." I explained that I had just switch over the other line in January and had a new I-Phone 6 and did not need another. The customer service represented said not problem, it wasn't going to cost extra and stated that he would set me up in the new promotion. The process is as follows: 1) I would port in the new cell phone number with its existing phone number and they would set up a dummy cell phone number for the second phone, 2)- they sent me the two I-Phone 6s and when I got the phones I was instructed to take the new I-Phones 6s and the old IPhone 6 to the local office (Fort Lauderdale, FL) and they would move all the existing information from the I-Phone 6 to the new I-Phone 6s and delete the dummy phone number and set it up the new phone with the my existing phone number. I ask what to do with my old I-Phone 6 and the Fort Lauderdale customer service rep told me to give it to someone. So I did.

In April 2016, I received my monthly statement. I have two cell phones, WIFI, Internet and Direct TV, my monthly bill averages $390; It was explained when changing my plan that the first month would be higher than normal, the second month I would receive the extra money back and by the third month I would be on a regular schedule. The third months' bill arrived it was for $1187. I reviewed my bill in detail and found a charge for $699 with no description and I found that the dummy line had not been deleted and I was charged $90 (and when I looked back at my bills I had been paying for three lines since March). I contacted AT&T customer service via telephone, explained my situation and was told this was an error and she would deleted the dummy line and extra charge . This never happened. I went to the Fort Lauderdale store and they told me, I was misunderstood the promotion; the promotion was to port in 3 lines and I was stuck paying for 3-line and because it was over 30 days since I got the phones I could not give them back and go back to T-Mobil with out giving them $1500 for the cell phones. I went home and called customer service again. I explained what the store had told me and I was told "no - the promo was to bring only "one" other line to an existing account." This rep said he would remove the dummy line, refund the monthly charged and the charge of $699. This never happen. I called again, this time the customer service rep escalated my complaint and said I would hear back from the back office team. I never did. The June bill arrived, the dummy line was removed however no reimbursement for the two months of $90 service fee nor the $699 was refunded. I have call since and was told someone would call me back and they have not.