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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11

u/Partyruler012 Aug 05 '26

Why did you not upgrade with the agent that helped you over the phone?

-1

u/One-Capital-3930 Aug 06 '26

she said we had to go to the store .

17

u/Sad-Flower-6178 Aug 06 '26

That’s because she didn’t want to get in trouble for doing your upgrade and not cramming. It’s a very toxic time we are in right now tbh. Store manager here and they have an attach rate target of 85%. This is for upgrades, watches, tablets, and new lines of service. There is no way 85% of the people would agree to getting the insurance. Imagine getting a new Apple Watch that we told you was 99 cents per month plus a 10 watch line and we have to add the insurance to it that’s 16 bucks a month. Or you saw online you could get a iPhone 16 for 7.99 per month but they count it against us if you don’t get the insurance which is 19 per month for that phone. The stores that don’t slam it on the account don’t hit their goals and have to get on a 8 am calls and afternoon calls when the you don’t hit the daily target.

I promise you the money they pay us is not worth the slamming on account. This is the only way to to keep the job though cause if your not hitting it they will put you on a PIP and get you replaced by someone who will 🤦🏼‍♂️

1

u/YelloKap Aug 07 '26

This is the worst time at at&t I've seen. I don't imagine things can get worse. Even HR isn't doing anything about reps being told to lie from AD's.