I am as loyal an AT&T customer as you are likely to find. I have a $200 monthly bill with three lines. My 3rd line is for software development, and I brought my own phone to the plan - that is, I did not use a carrier subsidy to discount the price of the phone. So, imagine my suprise (ok, not really) when I called to cancel this third line. I was told that not only would they charge me a cancellation fee of $175, but that despite the news recently of them prorating these cancellation fees, they would not prorate my cancellation fee. Why? Because I had a pre-existing contract, and they were only pro-rating new contracts. (And how can they justify a two-year contract when they didn't provide a subsidy? Because they can.)
To make matters worse, when I asked to speak with a manager, they said that "no manager was available", and that they had a policy of not calling customers back - but I was free to try to call again later.
Boy is AT&T lucky they have an exclusive deal with Apple. I sure hope that Google's efforts to make a more competitive marketplace for communications services gets some traction.
For the record, here are the details of my call:
- "no manager available" - Wed at 9:30am EST. Wouldn't call back when one was available.
- My service is for 3 lines, $200/month, 3rd line for 1 yr 4 mo
- The line I was trying to cancel was with my own phone and had no carrier subsidy
- They still would charge a $175 cancellation charge that wasn't pro-rated - this policy started in last three months and isn't applied retroactively.
- I spoke with "Hela"