Victor Bezrukov/Flickr
I went over my cell phone minutes the past two months and the overage charges bothered me so much they seeped into my sleep. Two nights ago I dreamed that I called AT&T and asked them to bump me up to a more expensive plan and forgive my overages.
And they did!
I woke up refreshed and wondering if I had actually called AT&T. Turns out the dream – and the overage forgiveness – was just that.
Drat.
I decided to call and ask if my new plan was pro-rated, giving me a few more minutes until the beginning of the month when my plan resets. While on the phone with a nice gentleman named Rham I asked if it was possible to forgive my overage charges this month, seeing how I was a loyal AT&T customer who always paid my bill on time.
“Let me see what I can do. Please hold.”
Rham came back on the line. He couldn’t immediately credit my account for the overages but put in an “adjustment request.” I would get a call early January with the adjustment amount. The last time this happened I received an adjustment (read: credit) for $1,214.65 so I expect full or partial credit this time.
“Is there anything else I can help you with?”
“Well, yes. I also went over my texting plan this month. I’d like to bump up to the next texting plan, and, if I do, is it possible to forgive my overage charges for extra texts in December?”
Rham asked me to hold.
Unlike my minutes overages, Rham was able to immediately credit me $20-some dollars for my overage texts. (At $.10 a pop they add up slowly, but apparently I texted like a teenager in December!) And he pro-rated my new texting plan so I don’t have to worry about texting the rest of the month.
“Thank you for the excellent customer service you have provided me with today,” I told Rham before hanging up.
“You’re very welcome.”
I see the call as a win-win for AT&T and myself.
AT&T keeps a longtime customer happy (so much so that I’m blabbing about it to everyone) and they make more money off me to the tune of $30 extra a month. I save money (at $.45/minute extra paying up front is the cheaper route) and I am more loyal to them because of the consideration they showed me.
Proof dreams come true!
Related: My bra dream: proof I need to spend
Welcome to Bargain Babe! I’m Mara, and I’m so glad you’re here. I am an obsessive bargain hunter and penny pincher, and I am determined to live a full life without EVER paying full price. 
Inspirational! I must call them about my overrages. THANK YOU!
I had went over my minutes and got $192.00 in charges. I told them I wanted to take advantage of a plan with more minutes. They forgave $172.00 of the charges and used $20.00 towards the upgrade! They really do work with you (only if it happens a few times a year!)
Jessica, I’m so glad it wasn’t just me who AT&T was nice to! It really does pay to make a 30 minute call to clear up your bill.
My son used to work at AT&T and they have a certain allowance they can give for customers. I can’t stand Verizon and will never use them after my contract is up. They doubled their fee for early termination.