An Alabama woman is sounding the alarm after a seemingly simple AT&T iPhone upgrade devolved into a costly and frustrating ordeal, culminating in the alleged deletion of a long-standing, inexpensive internet plan. According to her account shared in a viral video, her husband visited an AT&T store intending to replace a damaged iPhone 13 with a newer model, expecting a straightforward exchange.
However, the situation took a turn when the salesperson reportedly deleted the couple's $20/month grandfathered Wi-Fi service. The customer expressed deep dissatisfaction, stating, 'We have dealt with their deception for the last time.' The alleged deception continued as the employee reportedly set up an entirely new phone number via eSIM, leaving her husband with two numbers on one device while promising a cheaper bill.
Upon reviewing the account, the woman discovered that instead of a lower bill, the changes had significantly increased their monthly expenses, with one line alone reportedly adding $60. The situation worsened when she found out the $20 internet plan, a fixed deal they had held onto for years, was removed and, according to store staff, likely unrecoverable. Her husband reportedly spent two hours trying to rectify the erroneous changes.
THE DEBACLE CONTINUES Facing a tight 14-day return window, the couple decided to return the new iPhone. The process, however, was fraught with confusion, as the woman received conflicting instructions from both the store and AT&T customer service. She recounted having to repeatedly emphasize to store employees, 'The only thing I am here to do today is give you this phone back,' in an effort to solely process the return.
Despite their insistence on returning the device, the store initially refused, only to allegedly process the return later without escalating to customer service. Adding insult to injury, the couple was charged a $55 restocking fee amidst the chaotic unravelling of the transaction. "We already went to a different store in another county to confirm that they [expletive] us," the woman stated, alleging that promises of a lower bill were used to mask the unauthorized addition of services and removal of their grandfathered plan.
This incident is not isolated, as the customer cited previous negative experiences with the same AT&T retailer, including receiving an incorrect phone model and issues with a lost foldable smartphone shipment. Disheartened by what she perceives as a pattern of mishandling and deception, she is contemplating filing complaints with consumer protection agencies and possibly consulting an attorney.
"I’m so sick of them being able to get away with this stuff," she declared, adding, "I probably need to see about a class-action lawyer as well, because this is [expletive]."
LEGAL AND REGULATORY CONTEXT The legality of AT&T's actions hinges on customer authorization. If services were added or plans removed without explicit consent, it could constitute deceptive or unfair business practices under state consumer protection laws. Federal regulators have previously cracked down on similar practices, known as 'cramming,' with AT&T agreeing to a $105 million settlement in 2014 over unauthorized billing allegations.
Consumers facing similar issues are advised to gather all relevant documentation, including bills, screenshots, and communications, to dispute charges and file complaints with the FCC. For those experiencing financial losses, contacting the state attorney general's consumer protection division is recommended. The availability of legal recourse would depend on evidence of unauthorized changes and resulting damages, potentially involving arbitration provisions within their wireless agreements.
Plugged Soundz reached out to @no.name.nancy3 via TikTok and AT&T for comment and will update this story upon their response. The situation highlights a broader concern about sales representatives prioritizing commission over customer service, potentially leading to deceptive practices when not properly overseen. Reporting via AllHipHop. Read the original story here: https://allhiphop.com/newsbreak/att-worker-deletes-grandfathered-in-internet/
