My wife and I have been an AT&T wireless customer since the release of iphone 3GS. For this period of over 2 years, we had terrible reception causing missing and dropped calls for both lines. At our house, we can’t receive most calls. Upon the introduction of iphone 4S, we decided to switch. Before the termination(a couple of weeks prior to our billing cycle end date 25th of the month), I called AT&T regarding prorating the last month’s charges. Initially, the CS rep told me I had to pay for the complete month even if I cancel before the billing cycle.
I told him that it does not make sense that I have to pay for the days that I’m not longer an AT&T customer and specially having to endure poor service for over 2 years. He checked with his supervisor and informed me that a final bill will be generated upon cancellation with prorated charges.
On Nov 4th 2011, I called AT&T to cancel my wife and my lines. The CS Rep again told me that I had to pay for the entire months. Then I repeat the same conversation and told him I had called previously and was informed the final bill will be prorated. After talking to the supervisor, he told me that the charges will be prorated for my wife and my line. However, I can leave my son’s line(additional line) and only pay $9.99 for the remaining of the bill cycle.
On Nov 9th 2011, I called to cancel my son’s line as well. Again I had to go through the same conversation regarding the prorated charges and the rep finally informed me the final bill will be prorated for all the lines.
On Dec 28th 2011, I decided to call AT&T since I still have not received my last bill. The CS rep again informed me I had to pay for the entire month. We went through the same conversation and pointed out to her that I had 3 previous called to AT&T regarding this issue. However, she refuses to accept that citing there is no prorating last month for pre paid customer. This completely does not make sense to penalize good standing customer that paying for the bill on time either month. I told her that I will only pay for the 10 days of usage for my wife and my lines and 15 days for my son’s line.
I would like to see if others have experience similar issue. I plan to file formal compliant to PUC for this unfair business practices and poor customer service. I will also send this same post to AT&T via email and US postal mail customer service as well.