I have been with AT&T for years and everything is fine until you need anything. This time I was just trying to trade in a phone for a new one. I was very clear that I did not want any extra features or add ons. I even referenced my last experience with the AT&T in New city where I was just getting my partner a new phone and was very clear that I wanted the price to stay the same, yet they put me on the most expensive plan. When I asked why my bill was so high, they said it would go down on the next bill. It wasn't until the 3rd bill that they finally told me that I was on the most expensive plan and that it was my fault for not reading the contract. I had spent an hour with this rep and my only request was that my bill stay the same and they just disregard me, lie about what they are doing for 3 billing cycles, then I can't get a refund because I still 'used the 3 billing cycles of service' and of course all of this is 'policy' so they can't do anything about it.Back to my most recent experience, this guy seemed very nice and I thought he explained everything clearly, so either he was not trained properly and did not know about these additional fees, or I was lied to again. I understood that my phone needed to be mailed off to do a trade in and that once they had it, it would pay for my phone. Instead, they sign me up for Protect advantage, which I did not ask for, and my phone did not cover the cost of my new phone, like I was told it would, and I am only getting an additional $10 off my bill every month until the credit is gone, which is not the full phones amount.I am done hearing about policy and technicalities. I will not be purchasing phones from AT&T anymore. If it wasn't for the fact that this issue only happens when I need a new phone I would leave AT&T all together. I hope this is just a case of poorly trained employees, because the alternative is that they make setting up your phone a long and exhausting process just so they can slip as much in as they can and then blame the customer and hie behind 'policy'
