Complaint Review: AT&T

We bought an AT&T Free 2 Go Wireless phone the week before Christmas in 2001 from the AT&T web site. The deal was you get pre-paid minutes that expire after 90 days unless you buy more, then a new 90 day period starts for your new and unused old minutes. On February 4, 2002 I received a card for another $25 worth of minutes for filling out a survey that was in the box the phone came in. A letter that came with this card stated "remember your AT&T wireless minutes expire 45 days from the last time you added airtime to your account. 45 days? But at the website at the time of purchase and on page 8 of my manual it says 90 days. Called tech support. Waited forever of course. I speak to a rep. and then their supervisor. This is what they said: The rate changed Dec. 4. Owners of the phone were notified by mail and by text messaging about the switch. It states in the agreement that they can change terms at any time. Fine. But I bought the phone AFTER they did all of this and they didn't update their materials to indicate this. They were still selling the phone for Christmas, leading people to believe that their time was good for 90 days. By cutting the period in half they doubled the cost it takes to keep the phone operational annually from a minimum of $100 to $200 for 360 days.

All I wanted was my money back. But they informed me that the 30 return period was over. All they will give me a is 45 extension - that will give me what they told me I was getting to begin with! And only this one time.

It is amazing the way they will spend a ton of money to create brand awareness and attract new customers and then piss it all away to save a few bucks in the short term. This phone is going
into the car for free 911 use only. I am not going to buy any more time from them or give them money for any of their other services and products.
Dan

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