Chat Transcript
Reference Number: 16968907949606305
DATE/TIME: 2023-10-09 17:33:14
Hello,
Here’s a copy of the chat transcript you requested:
Good Afternoon!
Monday 05:33 PM
AT&T : Hi, thanks for chatting with the AT&T virtual assistant. What brings you here today?
Explain fee or charge
Restore my service
Pay my bill
Me : Talk to an agent
AT&T : So I can get you the right info, what service are you asking about?
AT&T Internet
AT&T Wireless
Me : Wireless service
AT&T : Choose a topic to chat about:
Billing, Usage & Plans
Payments
Shopping
Devices & Orders
International support
Troubleshooting & repairs
Me : Payments
AT&T : I can help you with that! Which one of these would like to talk about?
Make a payment arrangement
Check a payment arrangement
Pay your bill
Chat with live agent
Chat with live agent
Me : Chat with live agent
AT&T : Let me try connecting you with someone who can get you the help you need.
AT&T : Conversation is queued
You're in line for an agent
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Chat Transcript
AT&T : An agent will be with you soon. Stay near your device and keep this chat open
I’ll try back later
You're in line for an agent
AT&T : No message yet
I’ll try back later
You're in line for an agent
AT&T : No message yet
I’ll try back later
You're in line for an agent
AT&T : No message yet
I’ll try back later
Connecting to agent…
AT&T : No message yet
Connecting to agent…
AT&T : No message yet
Connecting to agent…
AT&T : No message yet
Connecting to agent…
AT&T : No message yet
Connecting to agent…
AT&T : No message yet
AT&T : Hi! My name is Isaac. I'm happy to help! Let's get started.
AT&T : How can I help you today?
Me : I traded in three phones recently. I would like to know the monthly charges for those
upgrades since all three phones were all traded in.
AT&T : I will check and help you with that.
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Chat Transcript
AT&T : May I know your name and wireless number, please?
Me : Thao Nguyen
Me : ************
AT&T : Thank you!
AT&T : May I know the 3 devices models which you have trade in?
Me : 2 Apple iPhone 14, and 1 Apple iPhone 14 Plus
AT&T : Thank you!
AT&T : I am checking on it.
AT&T : Please allow me a moment.
Me : No problem
AT&T : I did check you have total 3 device for iPhone XR you will get $350. for iPhone you will
get $830 & iPhone 12 you will get $700 trade in credits.
AT&T : Let me check the monthly bill.
Me : Gotcha, can you give me an estimated monthly bill going forward?
AT&T : Yes. I am checking on it.
AT&T : Thank you for waiting.
AT&T : Here is the bill break down
The plan cost is $165.00
Installments : 69.46
Trade in credits : $-52.72
Next up : $18.00
Total : $199.74 + taxes and fee.
Me : Also, I see a charge of $6 for AT&T Next Up(SM) - phone upgrade feature. What is that and
can I please remove it from future bills?
AT&T : Going forward estimated bill is $199.74 + taxes and fee.
AT&T : Let me explain.
AT&T : AT&T Installment Plan with Next Up
You pay 36 monthly device payments, plus $6 per month for the Next Up option to trade in
and upgrade early. After you pay 50% of your smartphone's retail price, along with the Next Up
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Chat Transcript
feature, you can trade it in and upgrade to something new.
Me : Got it, I would like to remove Next Up from future bills please
AT&T : Yes. I can help you with that.
Me : Thank you very much!
AT&T : Shall I remove the next up feature on 3 lines?
Me : Yes, please remove from all three lines
AT&T : I am working on it.
AT&T : Please stay connected.
Me : Okay, thank you
AT&T : Removing Next Up will make ineligible for turn-in, prior Next Up payments are non-
refundable, and Next Up upgrade feature can't be added back later.
AT&T : Would that be fine for you?
Me : Yes please
AT&T : Got it.
AT&T : I have successfully removed the next up feature on 3 lines. going forward you won't be
charged.
AT&T : Going forward estimated bill is $181.74 + taxes and fee.
Me : Awesome, thank you so much!
AT&T : You're most welcome.
AT&T : Quick tip : myAT&T App is a fast and easy way to get quick answers to questions
you may have.
AT&T : Just to recap, we have discussed about billing info. Is there anything else I can help you
with?
Me : No that is all thank you!
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