Experience with AT&T Wireless

Our voice usage was running high since June. After talking to AT&T reps about what I needed, I made some commitments and some withdrawals without knowing that I'll be charged for commitments in advance. Meanwhile, I still had more questions than answers. When I found out about the A-list service on the AT&T website, I submitted an online request to upgrade the service to 1400-minute plan in July. I was pretty sure I called the customer support and asked them to cancel the 2100-minute commitment for September. Also, the online overview spelled out that I had 1400-minute plan and I did not see any commitment reminder whenever I was online. When the July bill was much higher than normal, I thought it might be related to the upgrade to iPhone. On the commitment date in September, I got a voice mail that 2100-minute plan was already in place. I talked to the rep, he gave me a $20 credit and change the plan to 1400 minutes. When I checked the online statement today, I did not see the credit anywhere. I went over the bill with a customer service rep and found out AT&T charges for services two months in advance. She insisted only to honor the $20 credit for last month but not for the one before that. After talking to her manager a bit, the line dropped. I called back and talked to another rep. I was a good experience. She gave me the $40 credit, which I could verify online right away. Also she asked me to double check with the customer service whenever I change my plan online and cared about what happened with my last call to AT&T. A fair-and-square customer rep like her will keep AT&T ahead of competition.