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A vent & WWYD re: AT&T
I went to get J's phone turned back on today so I could order him an iPhone4S & have it here by the time he gets here, but that didn't happen. Before deployment he called AT&T to get his line suspended (will suspend for 39 months with deployment orders). His number was supposed to be reserved & we weren't charged for the time he has been gone.
Well, his number was in fact given to someone else but we weren't charged an early termination fee because of his deployment status. The rep told me that J could come in & get his phone turned back on once he got back but he didn't know if his upgrade status would be the same. (Planned on using the upgrade for the new phone.) AT&T won't accept my POA even though we were told initially that it would be ok. So, I can do one of two things:
1. Add a line & get J the new phone no questions asked. BUT, 39 months from when the old line was suspended it will be automatically re-instated and we will have a third line to pay for until that contract runs out.
2. Wait for him to get back & hope that his upgrade eligibility remains intact.
What say you MN?
Re: A vent & WWYD re: AT&T
Was this a rep in store? I'd call and explain and see what they say. I'd also work my way up to a manager if nothing is done because it is not your fault they didn't get their ish together and hold the number. And it shouldn't be your problem to pay for a 3rd line when you don't need one and they are the ones to make the mistake. I know Tmobile said they wouldn't take a POA until I talked to a manager and then I had to fax and then mail one in. It was a pain, but they took it.
I'm a little confused here. When E was deployed I put the his phone on our account on inactive. However they never even questioned or talked about canceling his number and giving it away. I didn't even have to go in with the orders or POA to reactivate when he came home, all I had to do was call. I don't understand why there would be any reason for them to give his number away when the account was only on hold and not terminated? KWIM? I would start calling and yelling at people or go into a different store and tell them what you were told and that you believe this to be the wrong answer.
Would you like my MIL to call and yell at them for you? She did this when BIL had some problems when he was at sea for 6 months for school and it worked miracles.
Sorry, I had to finish my dinner.
I was in the store first and although the lady was nice she couldn't help me so I called the customer care number.
His phone was supposed to just be suspended, not terminated. I even have the suspension paperwork stating so.
LL, they won't turn his line back on, but the way to was explained to me was that there is basically an inactive line being held until a new number is assigned. Big eff up on their part.
I ended the day today because I was just too stressed to deal with it anymore. I started having a bunch of BH's in the store and knew I just needed to go home & chill for a bit. I will be calling back tomorrow because I don't think we should have to pay for the third line at all.
I did per the advice from the rep in store.
Was it an an authorized dealer or kiosk? I've found they can't do anything to help. I would call At&T directly to get it fixed. Nicely let them know the problem and cal my explain your expectations. "I want my husbands phone reinstated with our proper upgrades available prior to Date" If someone says they can't help you or fix it, ask to be connected with someone that has the authority to do so or someone that can at least point you in a better direction.
If you have been a long time customer and have recommended AT&T to people, I would definitely comment on your customer loyalty and the fact that several friends and family have switched to At&t based off of your recognition. When I worked in customer service, often we could only take care of certain issues under a customer loyalty program. If a customer did not mention their loyalty there was nothing we could do with certain issues.
If your POA was drawn up prior to DH's deployment ON BASE (as opposed to just by yourselves or a private attorney) then you will need to mention that you have government issued POA orders and that you are willing to fax them immediately to get the ball rolling. Don't ask if they will accept the orders, just assume they will. Several companies I have dealt with have said they will only accept their own POA paperwork notarized, but when I've told them that they were drawn up by the Federal government, they have allowed me to use them. Not all companies are required to allow you to use your own POA orders.
If your phone line is with AT&T and also in his name, you should be able to cancel your line with no fees while he is still deployed. If they will not correct the issue when you speak with them, I would cancel your line on the spot. I wouldn't just threat well if you don't take care of this, then I will cancel my line...I would actually do it. When you've gone up and up and management says they can't fix it then say well then we would like to cancel the other line immediately as well unless you resolve the issue. We feel this is a reflection of not only your customer satisfaction but also your poor business practices and we would no longer like to support your company. (I've used this line several times--including with a phone company and have always been compensated in some way that I found to be sufficient).
Good Luck!