- Report: #109455
Complaint Review: AT&T Wireless - Austin Texas
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AT&T Wireless
2785 Bee Caves Road Austin, 78738 Texas, U.S.A.
Phone:
512-732-2800
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AT&T Wireless Forfeiture of pre-paid service upon early renewal Austin Texas
I pre-paid one month's service for an AT&T Go Phone on 07/21/2004 using a Nokia phone we had from previous AT&T billed service. (Aside: The phone was for my son's best friend who is like a son to us. As a National Guard Member, he was recently called up to active service for deployment to Iraq and is currently in combat training. The phone is his only means of contact with family and friends with weekends the only time he generally gets to call home.)
On 8/18/2004, I decided to pre-pay early the next month's service three days early since I would not be in town on the 21st when it would actually expire. The eraly payment was processed by Eric Oberto at the AT&T Wireless store in Rollingwood, TX (Austin) quickly and politely.
On Friday 9/17/2004 (without warning) his service was terminated as a result of the expiration date having been changed to thirty days from the last payment.
We were not informed neither at the time we established service (since we re-used an AT&T service compatible phone, we didn't get one of their Go Phone packaged information sets included with new phone purchases) nor at the time the early payment was accepted that we would forfeit any remaining service and change the renewal date by pre-paying the next month's service prior to the actual renewal date.
When I re-visited the AT&T Wireless store on 9/21/2004 to re-activate the service, I questioned Mr. Oberto about the policy. The response I received was the worst example of customer service I have ever received my 45 years of life and 20+ years as a small business owner. When I questioned why any customer making a service renewal prior to the scheduled renewal date was not customarily informed of the forfeiture of service, I was insulted and called a moron for not knowing the conditions of the contract (the one which I was never provided a copy) then threatened when I told him to shut-up and just complete the reactivation.
Apparently, it must be legal for AT&T Wireless to set such policies (I have since found it stated on their WEB Site). My question is why is it legal? Why does the government allow it to remain legal?
None of my other service providers has such policies (internet, wired phone, etc.). Why is AT&T permitted to set such an anti-consumer and obviously profit oriented policy?
Steve
Austin, Texas
U.S.A.
On 8/18/2004, I decided to pre-pay early the next month's service three days early since I would not be in town on the 21st when it would actually expire. The eraly payment was processed by Eric Oberto at the AT&T Wireless store in Rollingwood, TX (Austin) quickly and politely.
On Friday 9/17/2004 (without warning) his service was terminated as a result of the expiration date having been changed to thirty days from the last payment.
We were not informed neither at the time we established service (since we re-used an AT&T service compatible phone, we didn't get one of their Go Phone packaged information sets included with new phone purchases) nor at the time the early payment was accepted that we would forfeit any remaining service and change the renewal date by pre-paying the next month's service prior to the actual renewal date.
When I re-visited the AT&T Wireless store on 9/21/2004 to re-activate the service, I questioned Mr. Oberto about the policy. The response I received was the worst example of customer service I have ever received my 45 years of life and 20+ years as a small business owner. When I questioned why any customer making a service renewal prior to the scheduled renewal date was not customarily informed of the forfeiture of service, I was insulted and called a moron for not knowing the conditions of the contract (the one which I was never provided a copy) then threatened when I told him to shut-up and just complete the reactivation.
Apparently, it must be legal for AT&T Wireless to set such policies (I have since found it stated on their WEB Site). My question is why is it legal? Why does the government allow it to remain legal?
None of my other service providers has such policies (internet, wired phone, etc.). Why is AT&T permitted to set such an anti-consumer and obviously profit oriented policy?
Steve
Austin, Texas
U.S.A.
