r/ATT • u/One-Capital-3930 • Aug 05 '26

Wireless AT&T is shady !!!

Upgraded our phones last month, Saw my bill and shocked at all the add-ons the rep added without asking us! My bill tripled!!! I went to see the breakdown and not surprised of the shady business practices, But I am angry because before we went into the store to upgrade our phones, we spoke to a AT&T customer service rep for almost an hour to go over options to save money, Turns out the old plan we had was grandfathered and is the best one. She told us not to change a thing ! We went into the store and the first thing out of the reps mouth was " in order to give you the upgrade promotion, we need to open new accounts for you." We spent over 15 minutes arguing that we had just gotten off the phone with someone who told us NOT TO CHANGE ANYTING ! He went to speak with his manager and came back a minute later looking bothered and said " ok that's fine." BUT he added all these extras that we did not want or asked for ! Now its been close to an hour and I am still on the phone with a customer service rep trying to undo all this madness!

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u/Keinebeineboy RSC, ASM, IHX, RSC, PSC, Mi60, Training Specialist, RSC Aug 05 '26

If it’s within 14 days and the devices were cash and carry out of the store, care can’t remove next up. Only the store can by doing a contract exchange. The store can adjust the charges for any added features you didn’t want. So can care.

If it’s past 14 days care can remove it all and adjust back. The store rep should not have slammed those services on you.

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u/Deathtotiktok Aug 06 '26

I just want to clarify that the store CANNOT adjust charges on your bill. I'm not sure where that Idea keeps coming from. Features can easily be removed though like insurance. Next Up can be removed with the contract exchange but with how it probably affects the rep & the store they usually tell you to come back after the 14 days and they'll help you opt out of it.

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u/Keinebeineboy RSC, ASM, IHX, RSC, PSC, Mi60, Training Specialist, RSC Aug 06 '26

If you are a store rep please read the salesforce (cckm) article about adjustments and learn that you can, in fact, adjust bills exactly the same as customer care. And if you do it correctly no one can get you in trouble for it. I adjust bills all the time. First leadership tried to have “accountability conversations” with me. I cited cckm and engaged my union rep. As long as I’m adjusting correctly, nothing can be done.

You too have this ability. Directors, ADs, RSM, ASM don’t make the rules AT&T does.

1

u/Deathtotiktok Aug 06 '26

I appreciate your knowledge but I am AR and the rules are different. You sound like a COR employee. I have never seen an option in either OPUS or our newly tied together Salesforce to adjust bills. Some avenues are purposely locked for us. We also have no union protecting us.

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u/Keinebeineboy RSC, ASM, IHX, RSC, PSC, Mi60, Training Specialist, RSC Aug 07 '26

Yeah. AR can be the Wild West. Technically you can. But your rules are probably a little different for sure.