W A R N I N G:    BUYER  BEWARE



More evidence that AT&T changes the rules as they go (28-OCT-2014:  US Government sues AT&T).
Evidently, customers are discovering that "UNLIMITED DATA" does not really mean "UNLIMITED DATA" to
AT&T?


Summary of My Complaints Against AT&T: 

(1) No telephone service in the state of New Mexico for 5 days (26-JUL-2012 to 30-JUL-2012);
(2) Unauthorized charges on credit card;
(3) Unauthorized charges deducted from pre-paid funds;
(4) Failure to make promised refund;
(5) Repeated deleted DATA capacity;
(6)
Changed plan (eliminated DATA for $2 per day plan) without notice;
(7) Despite all of the above, AT&T refused to refund unused $81.00 in pre-paid funds;
(8) Therefore, I and other family members canceled our AT&T accounts, and converted to VERIZON, where everything works perfectly.
(9)
But do not take my word alone about AT&T. 
See below what Consumer Reports, the Federal Government, and numerous others consumers have to say about AT&T, and why AT&T has the worst ratings of any cellular provider.


AT&T COMPLAINT  #2 (02-AUG-2012):
Complaint #2 submitted to the BBB on 02-AUG-2012:  https://atlanta.app.bbb.org/complaint/view/27263625/c/967x8v


COMPLAINT #2:
COMPLAINT ACTIVITY REPORT  Case # 27263625     Better Business Bureau, Inc.
Consumer Info:
   Summars, Daniel Scott                    Business Info: AT&T Mobility - SW
Ref#77-27372264-27263625-3-200
 
(1)
NO SERVICE IN STATE of NEW MEXICO:  There was no AT&T service with my AT&T LG-P506 SmartPhone anywhere in New Mexico (5 days between 26-JUL to 30-JUL-2012), and could not send or receive telephone calls, and phone displayed "Emergency Calls Only" [see photo below].  I borrowed a friend's AT&T iPhone, which worked, and called AT&T, who told me to go Wal-mart in Las Vegas,NM (a 1 hour drive from where I was in Mora,NM 87732), to get a new SIM card and said I would not have to pay for the SIM card.

However, Wal-mart still charged me $25.94, and the new SIM card still did not resolve the problem (i.e. the phone still displayed "Emergency Calls Only" after working correctly only once after installing the new SIM card). After requesting a refund from AT&T for the price of the SIM card, AT&T only credited my account $12.50 (instead of the cost of $25.94 for the SIM, despite telling me that it would not cost me anything).  The Wal-mart representative told me that AT&T is always sending people to Wal-mart and telling them they can get free SIM cards at Wal-mart, which is NOT true according to the Walmart representative.
 
(2) NO REMEDY FOR NO SERVICE IN NEW MEXICO:  When I called AT&T about no telephone access in New Mexico despite having a strong signal (5 of 5 bars), they said my plan does not support access in New Mexico and some other states.  I stated that it worked before in Long Beach, CA.  
I asked, "How am I supposed to know where it will work?". 
The AT&T representative (Jessica) said "You can call AT&T before you travel to find out if your phone will work".
I stated "That is unacceptable".  
 
(3) UNAUTHORIZED CHARGES on CREDIT CARD: A few weeks previous to this, AT&T made an unauthorized charge of $50 on my Discover Credit Card and then tried to refuse a refund back to my credit card.  Eventually, AT&T refunded the unauthorized charge of $50 to my credit card.
 
(4) STOLEN DATA CAPACITY:  In JUNE of 2012, AT&T deleted my DATA capacity. While a refund was eventually received, many hours were spent and wasted to acquire the refund.
 
(5) FRAUDULENT CHARGES from PRE-PAID FUNDS:  Other fraudulent charges were made and not all were refunded.
 
(6) REFUND REFUSED: 
Despite all of the above, AT&T refused to refund unused $81.00 in pre-paid funds;


REQUESTED COMPLAINT #2 SETTLEMENT:
I have $81.00 unused in my AT&T pre-paid account for month-to-month service, and I want it refunded to me (i.e. refunded back to my registered credit card), and I want to end all contact with anything to do with AT&T.  The dishonest events above warrant a refund. In my opinion, AT&T has repeatedly breached their contract and has engaged in illegal and unauthorized charges, and I am now considering seeking an attorney and/or joining a class action law suit, due to the provable facts above.


FINAL (08-AUG-2012):
An AT&T representative called me (Cecy G.) about the BBB complaint above.
Cecy refused to refund the $81.00 unused in my AT&T pre-paid account, despite the experiences above, which probably amounts to breach of contract by AT&T.
Cecy claimed that service in New Mexico was sparse, despite the fact that three other people there with AT&T phones had 5 bars and were able to make calls.
Cecy asserted that the SIM card may need replacement, despite the fact that it was already replaced on 27-JUL-2012 per instructions (see above) from AT&T, and that still did not solve the problem, but simply cost me more money.

Cecy, running out of lame excuses, finally asserted that my AT&T telephone was defective.
However, the telephone started working again once I crossed from New Mexico into Texas.
After doing some research, it appears MANY people are having the same "Emergency Calls Only" problem, so it is much more likely that the problem is with AT&T's system than it is with the telephone (which is an AT&T branded telephone anyway, as shown below).

Subsequent calls from other AT&T representatives, who were not too happy about the Better Business Bureau complaint, asserted that my paid plan did not have coverage in New Mexico, except for Albuquerque.  They also asserted that coverage for non-contract phones is more limited.  HHHMMmmmm, where was that fact ever disclosed?   So, AT&T does not even seem to know what their problem is, as evidenced by the events above.  Coverage only in Albuquerque makes AT&T's service worthless.  Also, AT&T's own maps (below) show that there should be coverage in many areas other than Albuquerque alone, including areas I was traveling through (including my 3G GoPhone):
  
 
Therefore, I converted my telephone number over to
VERIZON, which has the best ratings in the industry.
And so did my mother and father, who were having the identical problem.
And I will encourage others to do so, since in my opinion, AT&T's service is not only abysmal, but dishonest too.
Also, AT&T has the worst ratings in the industry.

But do not take my word for it. See what Consumer Reports, the Federal Government, and numerous others have to say:


AT&T COMPLAINT  #1 (22-MAY-2012): 
Complaint submitted to the BBB on 18-MAY-2012:  https://atlanta.app.bbb.org/complaint/view/27252396/c/w9e72a  

COMPLAINT
#1:
COMPLAINT ACTIVITY REPORT  Case # 27252396         Better Business Bureau, Inc.
Consumer Info:
   Summars, Daniel Scott                      Business Info: AT&T Mobility - SW

        
About 13-JUN-2011, I purchased an AT&T GoPhone and Daily GoPhone plan (for $179 at
Best Buy in Lewisville,TX which was a $2.00 per day plan only on days any voice and text
were used, and DATA was extra, and unused DATA carried over each month if you renewed before
it expired.).  

  
On 16-MAY-2012, AT&T automatically disabled auto-renew for DATA, and ended $2.00 daily

voice & text, and as a result, my DATA did not roll-over, and I had no DATA (e.g. for internet

and e-mail).  I received a text message from AT&T stating that my auto-rewew had been

disabled by AT&T.  I called AT&T to tell them my DATA disappeared. AT&T said it had expired.

I said I have automatic renew every 30 days. AT&T said they ended that plan.

I said I never received notice of that change. Had I know that, I would not have purchased

1/2GB of data for $25 shortly before this all happened, since it would be expired automatically

shortly after purchasing it, and would not be rolled-over as usual.   


AT&T refused to return my DATA (about 0.25GB of 0.5GB remaining, which I paid $25.00 for).

The AT&T Customer Service Representative then said I must purchase more DATA and pay

$25 per month for a monthly plan.  I asked for a refund of the balance in my account (currently

$68 [$98 before being told I must purchase a $25 monthly voice and text plan before and

another $5 for more DATA]), and they refused to give me a refund of unused prepaid funds.


I am aware that AT&T can change the Terms Of Service without notice, but stealing DATA

should be illegal (if it is not already), and then refusing refunds due to such theft should also be

illegal (if it is not already).  Also, if companies are going to change the rules as they go, they

should allow customers to opt-out of the plans, instead of stealing their DATA and sticking it

to customers with more immediate costs and tricky scams to extract more money from customers.

 

Product_Or_Service: LG /LG Thrive: LG-P506-V11e/gophone

Account_Number: 972-835-7983

 

REQUESTED COMPLAINT #1 SETTLEMENT:

DesiredSettlementID:  Other (Requires Explanation)

I want a refund of the prepaid unused balance in my account, and to cancel my AT&T account, and to

never have anything to ever do with AT&T ever again.

 

BBB Processing

 

05/17/2012                web      BBB         Case Received by BBB

05/18/2012                ps         BBB         Case Reviewed by BBB

05/18/2012                Otto      EMAIL     Send Acknowledgement to Consumer

05/18/2012                Otto      EMAIL     Notify Business of Dispute

COMPLAINT
#1  SETTLEMENT:
AT&T eventually provided a $25 refund for DATA that disappeared on 16-MAY-2012, which was auto-expired via auto-disabling the auto-renew feature (i.e. essentially, removing the DATA plan for $2/day GoPhone customers).
Since DATA was ended for $2/day GoPhone plans (which was only $2/day ONLY on the days any amount of voice or text were used), customers must now purchase a monthly plan (e.g. $25/month for ONLY 250 minutes).

For people who used their $2/day GoPhones rarely, the new plan will cost them a lot more money per month. That is, a person who used their GoPhone 5 times per month only spent $10 per month (previous to the plan elimination), but now will cost $25 per month. Billing for DATA and Voice+Text were billed separately, so ending DATA for the $2/day GoPhone makes no sense, except to force customers to pay more (as demonstrated in the example above), by forcing customers to pay (at least) $25 per month (for only 250 minutes) for a monthly plan. AT&T claims they are trying to save customers money, based on a supposed study, but the example above clearly demonstrates that is not true for many customers.

 


Complaint #1 also submitted to the FCC on 19-MAY-2012:


Complaint #1 also submitted to the TEXAS Attorney General on 19-MAY-2012:

Consumer Protection Division
Complaint Form Report

Today's Date: 5-19-2012 1:52 pm
Date filed: 5-19-2012 1:52 pm


Consumer's Information:

Name: Daniel Scott Summars
Address: 1920 Cedar Ridge Drive
        
City, State, Zip: Lewisville, TX, 75067, TX
County: Denton

Home Phone: 972-436-6407
Work Phone: 214-492-4470
Age: 50-59
Supporting documents will be sent by:


Business or individual complaint is filed against:

Business: AT&T Mobility - SW
Address: Office of the President
       2321 N. University
City, State, Zip: Lubbock, 79415
County: Lubbock

Phone: 877-707-9205
Contact person at business:
Website: https://www.paygonline.com/
E-mail address:


First contacted via: I telephoned the business
   (other):
Solicitation in other language?
Where transaction took place: Over the phone
   (other):
Transaction Date: 5-17-2012

Contract Signed? No
Original Amount: 98.00
Amount paid: 98.00
Payment Method: Discover Credit Card
Date of Payment: 5-17-2012


Complained to business? Yes
If so, when? 17-MAY-2012
Business' response? No refund. No return of stolen funds/data.
Have you contacted another agency or attorney about this complaint? Yes
Name and Address of agency or attorney?
BBB FCC
What action was taken by this agency or attorney?
BBB sent FAX to AT&T 877 707-9205

Description of complaint:
About 13-JUN-2011, I purchased an AT&T GoPhone and Daily GoPhone plan (for $179 at Best Buy in Lewisville,TX which was a $2.00 per day plan only on days any voice and text were used, and DATA was extra, and unused DATA carried over each if you renewed before it expired.). On 16-MAY-2012, AT&T automatically disabled auto-renew for DATA, and ended $2.00 daily voice & text, and as a result, my DATA did not roll-over, and I had no DATA (e.g. for internet and e-mail). I received a text message from AT&T stating that my auto-rewew had been disabled by AT&T. I called AT&T to tell them my DATA disappeared. AT&T said it had expired. I said I have automatic renew every 30 days. AT&T said they ended that plan. I said I never received notice of that change. Had I know that, I would not have purchased 1/2GB of data for $25 shortly before this all happened, since it would be expired automatically shortly after purchasing it, and would not be rolled-over as usual.   AT&T refused to return my DATA (about 0.25GB of 0.5GB remaining, which I paid $25.00 for). The AT&T Customer Service Representative then said I must purchase more DATA and pay $25 per month for a monthly plan.  I asked for a refund of the balance in my account (currently $68 [$98 before being told I must purchase a $25 monthly voice and text plan before and another $5 for more DATA]), and they refused to give me a refund of unused prepaid funds. I am aware that AT&T can change the Terms Of Service without notice, but stealing DATA should be illegal (if it is not already), and then refusing refunds due to such theft should also be illegal (if it is not already). Also, if companies are going to change the rules as they go, they should allow customers to opt-out of the plans, instead of stealing their DATA and sticking it to customers with more immediate costs and tricky scams to extract more money from customers. Product_Or_Service: LG /LG Thrive: LG-P506-V11e/gophone Account_Number: 972-835-7983 Consumer's Desired Resolution: I want a refund of the prepaid unused balance in my account ($98), and to cancel my AT&T account, and to never have anything to ever do with AT&T ever again.


Complaint #1 also submitted to RipOffReport.com on 20-MAY-2012:
http://www.ripoffreport.com/telephone-companies/at-t-mobility-sw/at-t-mobility-sw-at-t-auto-35210.htm