‘That added $60 just for that one line’: Alabama customers need new AT&T iPhone. Then the worker deletes their grandfathered-in $20 deal. Then it gets worse

An Alabama woman says a routine phone upgrade at an AT&T store turned into a costly ordeal after an employee allegedly added multiple services they did not ask for. 

In a viral video, the @no.name.nancy3 said her husband simply needed a replacement phone after damaging his old device. According to her, he was eligible for an upgrade and expected a straightforward exchange.

What Exactly Happened At The AT&T Store?

“The salesperson at AT&T deleted our grandfathered-in Wi-Fi that was $20 a month,” she said. “We have dealt with their deception for the last time.”

The customer explained that her husband had been using an iPhone 13 and only wanted a newer phone. Instead, she claims the store employee created an entirely new phone number through an eSIM setup. This left him with two numbers attached to the same device.

“She’s telling him our bill’s going to be cheaper. It’s going to be cheaper,” the woman said. However, she said that when she reviewed the account details herself, she noticed that the changes appeared to increase the monthly cost significantly. “That added $60 just for that one line,” she said.

The customer said the situation became more complicated when she discovered the employee had also removed her grandfathered-in $20 internet plan. The woman said her husband spent two hours at the store trying to reverse the change. Then, he learned that once such plans are removed, they often cannot be restored.

What Did The Customer Do Next?

Facing a 14-day return deadline, the couple decided to return the phone. However, the woman said she received conflicting instructions from customer service and store employees about how to process the return. She eventually went to the store herself and repeatedly insisted she only wanted to return the device.

“The only thing I am here to do today is give you this phone back,” she said she told an employee multiple times.

According to the customer, the store initially claimed it could not accept the return. Then, it allegedly processed it later without contacting customer service. She said the couple was still charged a $55 restocking fee despite the confusion.

“We already went to a different store in another county to confirm that they [expletive] us,” she said. She alleges that employees had promised a lower bill while instead adding services and deleting the grandfathered plan.

The woman also described previous issues she says she experienced with the same retailer. This included receiving a more expensive phone model than the one she requested and a dispute involving a lost foldable smartphone shipment. Frustrated by what she views as a pattern of problems, she said she is considering filing complaints with consumer protection agencies and possibly speaking with an attorney.

“I’m so sick of them being able to get away with this stuff,” she said. “I probably need to see about a class-action lawyer as well, because this is [expletive].”

What Is the Legality of the AT&T Employee’s Actions?

Whether AT&T broke any laws depends on exactly what happened and whether the customer authorized the account changes. If an employee added a phone line, changed services, or removed a grandfathered plan without the customer’s consent, those actions could potentially violate state consumer protection laws that prohibit deceptive or unfair business practices. 

Federal regulators have also taken action against wireless carriers over unauthorized charges, a practice sometimes referred to as “cramming.” In 2014, AT&T agreed to a $105 million settlement with federal and state authorities over allegations that customers were billed for charges they did not authorize.

Customers who believe unauthorized changes were made to their accounts should gather copies of bills, screenshots, receipts, and any communications. They can then dispute the charges and file complaints with the Federal Communications Commission through its consumer complaint portal. 

If the customer suffered a financial loss, they may also wish to contact their state attorney general’s consumer protection division. They can also review the arbitration provisions in their wireless agreement. Whether the customer ultimately has a legal claim would depend on the evidence showing that the changes were made without authorization and the damages that resulted.

AllHipHop reached out to @no.name.nancy3 via TikTok direct message and the TikTok comment section and to AT&T via email for comment. We will update this story if either responds.

@no.name.nancy3

These representatives are in sales NOT customer service! Deception appears when commission can be made! Who do I contact?

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Adrienne Hunter

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