I recently spent a lot of time explaining to an AT&T rep and even longer explaining to her supervisor (who frankly didn’t want to hear it), that because AT&T are imposing caps on their DSL service we should be able to cancel our service without incurring any early termination fees.
The rep and supervisor were adamant that because we had not “yet” gone over the cap and had not “yet” been charged overage fees that this would not affect us and no matter what we argued, we would be subject to early termination fees of between $65 an $250 depending on if they charged us for the remaining time or for the “full price” of the offer we had signed up for.
If I had to listen to that rep say “Are you telling me that you’ll send more than 7 million emails a month?” or “Are you telling me you watch more than 88 films a month?” one more time, I would have gotten highly indignant.
Actually, considering AT&T’s new terms, that might have worked better for them.
Needless to say, we didn’t agree and ended up filing a complaint with the Better Business Bureau.
It’s amazing what a quick complaint to them can do.
Todayreceived a message from Marian Hall, Office of the President AT&T, to call her back to discuss our complaint.
I actually made the call and, prepared for a confrontation on the matter, was unprepared for this soft spoken older lady to tell me that, upfront, the service would be cancelled with no termination fees because of the cap issue and because I was well within the deadline.
She was the first human /compassionate sounding voice I’ve heard since we first started dealing with AT&T.
Anyway, for those of you who are AT&T DSL / U-Verse subscribers looking to switch to another broadband provider, just make sure you call in before the deadline and you should be able to terminate with fees.
If the reps say you can’t, just point them to this blog post, tell them exactly what Marian Hall said and failing that file your complaint with the BBB.