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Who to contact to file a complaint against "Authorized Retailer" and get account returned to normal?
I recently had an authorized user go into an authorized retailer store to do something minor (remove Next Up from two phones as they do not upgrade yearly and did not want to pay for it anymore). The manager there lied to them about what they were doing, did things they were not supposed to do, and it raised our bill $120.
I have seen there is no email to contact customer service and I want to make sure this is logged in writing somewhere should I need a record of the complaint.
Next Up was removed from a line it was not supposed to be removed from, we were told the service and coverage would be better (it isn't and all they did was lower the plan, remove the included HBO Max, and just added a second line). When we realized and tried to get it fixed were told they can't do it (and two reps said they should not have even been able to). This was all done by supposedly the manager.
formerlyknownas
ACE - Sage
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113.5K Messages
3 months ago
You need the loyalty department. To reach the loyalty department you call 611 and use the keyword 'cancel' which automatically will transfer you to that department. You may not be able to reach them on Sunday.
It sounds like you had an unlimited elite plan, possibly the original unlimited elite plan. I have no idea whether they're going to be able to get you back onto that with HBO/Max as att no longer owns it.
FYI authorized retail stores are not owned directly by AT&T. If you have a complaint about that particular store and you would like it addressed, you need to complain directly to the store. You can certainly talk to the manager of the store in person. You can also leave a review by using the store locator which is at the bottom of this AT&T web page. Put in the city and the state, and then find the address.
I do not allow authorized users. I do not want any surprises on my monthly bill. One of my family members is my 86-year-old mother. And the others are my adult children.
Just to away some of your fears, there's no way moving you on to a more current plan would increase your bill $120 unless you bought three or four new phones. If the notice of increase came in the form of a colorful document by email called the customer service summary or Bill estimate, it says right on it it is not a bill. And it is not a bill. It does not include any of the built-in discounts or credits that you may be receiving.
The current unlimited premium plan is the exact same price just without the perk of HBO Max
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formerlyknownas
ACE - Sage
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113.5K Messages
3 months ago
By the way you're told you couldn't remove a line that was just added? Why? Did your account member purchase a new phone and buy it on that new phone line? If they did, it's true that AT&T cannot remove the line because it will cause The installment to be accelerated and the full amount due on the next bill.
Moving the installment to the line that was supposed to be upgraded in the first place, and canceling the unwanted line would be the way to go.
I do hope this person was not trying to take part in any promotion adding a line and then canceling a line will void deals
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