Dear ABC News Fixer: Please help! On Oct. 30, I called AT&T to change the name on our family's multiple cellphone account from my husband's name to my name, to get an employee discount through my new workplace.
I specifically requested that no changes be made to any of our text messaging, minutes or data plans on our four phone lines. I was assured they would remain exactly the same. We were simply changing the billing responsibility from Robert Del Real to Ivana Del Real.
The following day, one of our phone lines received a text message indicating that it was over the messaging limit.
I called AT&T and was informed that the person who transferred the billing to my name did not transfer any of the data or messaging plans. They also told me that the unlimited data plan was a "grandfathered" plan and is no longer available.
After more than 45 minutes, I got a manager and told my story all over again. In all fairness, this manager was very understanding and proceeded to open a case on my behalf.
Two weeks later, I had not heard back, so I called AT&T. I was told my case had been closed the same day it was opened.
This person said the "review team" had made its decision and there's no way to appeal. She made it sound like this review team is some secret society and she doesn't have any way to reach them.
When I made that original request, I was assured that the only change would be the name on the bill. I have tried to do everything I can to fix the problem. I am reaching a dead end, however, and really hope you can help.
- Ivana Del Real, Lisle, Ill.
Dear Ivana: The crummiest part of all this is that you said your employer's discount isn't even that big – certainly not enough to offset the loss of the unlimited data plan.
Your family has four mobile phone lines with varying levels of plans. The one that had the unlimited data belongs to your college student daughter, and with all the use that phone gets, you told us you can't afford to lose that plan.
While it's common for cellphone providers to begin a new contract any time a consumer makes a change in their service, it didn't seem fair for this to happen when you had tried so hard to prevent it.
We took your story to an AT&T spokeswoman who got it to the office of the president. Evidently, those folks have the power to overrule that "review team," because you soon got a call saying they are putting unlimited data back on your account.
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