• Report: #507635

Complaint Review: AT&T Wireless (formerly Cingular)

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  • Submitted: Sun, October 11, 2009
  • Updated: Tue, February 02, 2010

  • Reported By: Aliciawwal — green cove Florida U.S.A.
AT&T Wireless (formerly Cingular)
Internet United States of America

AT&T Wireless (formerly Cingular) Rollover minutes BS Internet

*UPDATE Employee: It doesn't state anywhere that they don't expire....

*UPDATE EX-employee responds: Rollover Minutes...

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I wrote asking how to keep my rollover minutes. this is their response.

Subject: Re: Wireless from AT&T Customer Email - Southeast - [TECH] (KMM18247413I15977L0KM)
> Dear Donald,
> Thank you for taking the time to e-mail AT&T in regards to keeping your rollover minutes that are scheduled to expire. My name is Clint Adkins, and it is my pleasure to help you with your inquiry. Mr. Walker, I appreciate the opportunity to provide you with an excellent customer service experience today! Please accept my apologies in the delay of my response.
> After reviewing your account I have confirmed that a lump sum of 1000 Rollover minutes were added to your rollover balance in December of 20008. As a reminder, minutes will expire from your Current Rollover Balance when the minutes reach an age of 12 billing periods. This normally means that if you have minutes that have sat in your Current Rollover Balance for about a year, they will expire. This does not mean you will lose your entire Current Rollover Balance, but just those minutes that have remained for 12 billing periods. Minutes that are not 12 billing periods old will stay in the Current Rollover Balance until they are used, or they expire when they reach an age of 12 billing periods.
> To recap your rollover minutes expire 12 billing periods from the month they were accumulated or applied to your account.
> Mr. Walker, I hope that the information regarding your rollover balance has been helpful and has resolved all of your questions. Should you have additional concerns or questions about this issue please reply to this email. If you need to contact us again regarding a new issue please send us another email via the contact link through your online account.
> Again, my name is Clint Adkins, and I thank you for being a valued AT&T customer for several years. We will do our best to ensure that your wireless experience is a success. I encourage you to visit our web site (www.att.com/wireless) often to view current and previous monthly statements, make payments and to shop for new product and service offerings.
> Sincerely,
> Clint Adkins
> AT&T
> Online Customer Care Professional

I wrote them again.. still they didn't help.

then I want to charge at&t for the minutes they will take from me on the 1st of november. I paid $70. a month for 450 minutes, so I think they should pay me $50. per every 450 minutes that they take. So approximately $100. would do it. If they run a commercial campaign with the pretense that rollover minutes do NOT expire, then rollover minutes should NOT EXPIRE! And I notice that you told me that those minutes were added as a courtesy, but you neglected to say that at&t had messed my account up so badly and took the minutes I already had and was charging me $500.+ for the privilege. I always had to pay for each and every minute on my account, even the late fees and cut-off charges.. I find that at&t is nothing like it used to be where the customer at least got the impression that they mattered more than the money. I have at&t for my house and cell and right now i'm not impressed with either..
If someone pays for something, it's wrong for the company that you paid to take them back. Does it cost at&t for me to have those minutes? If I in the future go over my minutes are they going to give me a discount for 1000 of those minutes?? I DON'T THINK SO! I know that soon there will be a lawyer that sees this as I do and a easy way to make a small fortune, and there will be a huge fracas about it..

thier canned response to my annoyance.

Dear Donald,

Thank you for contacting AT&T. My name is John Burgbacher and I can assure you I can assist you with your inquiry.

Rollover minutes expired after 12 months as early as August 2002 when we introduced Rollover nationwide on select Home plans, as well as when we introduced Rollover minutes nationwide on select Nation plans in October 2002. Rollover minutes were available in some markets prior to the nationwide launch in August 2002 on select plans, also. However, your current Nation 550 anytime minute plan with Rollover, Unlimited Mobile to Mobile, and Unlimited Nights and Weekends took effect 01/15/2007 and the Rollover minutes in this plan do expire if they are unused after 12 months from the date they were added to your Rollover balance.

In case you did not read it I have sent another copy of your Customer Service Summary that you received when you activated your account. Under Rollover Details it clearly states that they do expire after 12 months.

We at AT&T appreciate your business and value you as a customer.


John Burgbacher
Online Customer Care Professional

If these people are professionals, i'm ms america! If they run a commercial campaign of rollover minutes that do not expire, then they should NOT expire!!

I am looking for another company for my cell phones and will be cancelling my home service.. What a RIPOFF!

This report was posted on Ripoff Report on 10/11/2009 09:29 AM and is a permanent record located here: http://www.ripoffreport.com/r/ATT-Wireless-formerly-Cingular/internet/ATT-Wireless-formerly-Cingular-Rollover-minutes-BS-Internet-507635. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

It doesn't state anywhere that they don't expire....

AUTHOR: Customer_Rep_27 - (United States of America)

Where exactly in the ads that it states rollover minutes don't expire? It doesn't say it anywhere, and it does state in the ads the customer service summary and the contract that YOU SIGNED, they expire after a 12 month period. If you can't read the fine print how is that AT&T's problem? Also, remember as it stated in the letter you received, it is only the minutes that have been in the rollover bucket for 12 months, not all of them. If you have that many rollover minutes that are staying in the bucket for so long they are expiring, then you need to be on a lower plan. Yes we know you you've paid for those minutes each month, that's why we have rollover, so you  can keep them for an additional 12 months. If you are to stupid or dense to understand the concept of of this I feel bad for you i really do. Let me ask you, if you buy a gallon of milk and it goes bad before you can drink all of it are you gonna sue the store where you bought it because you didn't get the full gallon? My guess is probably not. It's the same thing with minutes, its not our fault that you did not use them before they expired and if you had read the fine print you would know this. If you do decide to sue AT&T over this, good luck. It is stated in both the Customer Service Summary that you receive not only at time of activating service, but also when you make changes to your account. It also states it in the Terms and Conditions contract which you had to agree to or your service wouldn' work. By agreeing to that then you are saying that you are aware of the policies and procedures put in place by AT&T, meaning this will never hold up in a court of law. I can assure you, we are all very professional and so care about our customers, but some of those customers are extremely dense and want to flip out or threaten lawsuits when they don't get they're way, making them all sound like whiny, immature spoiled children.
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#2 UPDATE EX-employee responds

Rollover Minutes...

AUTHOR: Miranda - (U.S.A.)

The rollover promotion is a nice promotion, but as the second email tech stated, the plans have stated from abotu 2002 on that the minutes expire every 12 months. Its in the contract agreement you signed. If you did not read the terms and conditions regarding your plan, including the rollover minute expiration policy, that is not AT&T's fault.

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