This post is the response from a friend of mine in the telecom industry. We’ll just say her name is Sarah to protect her identity. I reached out to her about some ongoing problems I was having with our AT&T cell phone contracts and wanted to know how to get out of a cell phone contract.
After spending 50+ hours on the phone with our AT&T account “rep”, various tech “support” departments, and dozens of emails, I’m still having problems with our account and no end is in sight. I reached out to Sarah to ask what my options were for terminating our cell contract a year early.
Begin Sarah
“What you are going though is unfortunate and truly not ok. I completely understand the frustration that goes along with it. I want to address each point so I apologize if I ramble.
Simply, AT&T does not want to lose 10 lines of post paid business. While you may feel worthless I can assure you they would do what it takes to keep you if it comes down to it. The key is knowing what you are going to ask for and the approach. Their customer care associates are trained to deal with threats, (I am calling my lawyer, etc) you will never get anywhere that way. But the more passive direct approach works very nicely. Here is what I would do.
Calling standard customer care ask immediately to be transferred to the cancellations department. Ask for your account number as well as the contract end dates and ETF (Early Termination Fees) of each line. When they ask why, and they will, explain that you have ten lines and have had a terrible experience managing them. Share that you could move all ten to T-Mobile for $180 less a month or Verizon for the same price and better coverage. Explain that you want to know with ten lines how long it will take to recoup the ETFs. Share that you do not want to cancel yet as the port will automatically take care of that. Then ask when the ETF’s get smaller based on their new prorated ETF policy.
All that you are doing is placing the fear of you leaving in their mind in a super calm way.
What will happen is they will transfer you to a loyalty department. This is the one group that can really make a difference for you. They have the power to waive ETF’s, credit months of service, and actually merge the accounts. They will generally do whatever you ask. But realize they are paid on renewing your contract. Losing you costs them money. So expect the solution to be we will pay for two months of Service and merge the accounts if you renew more than we will pay for you to leave.
Now for the how to actually get out. If getting compensation and staying is not the option then you could try some ways out. This will require a lot more pressure and time and lacks certainty but here are the best methods from my experience.
1. 800-498-1912 Office of the President.
This is the number to their executive customer care. They are more apt to help you and with a calm direct complaint you can usually get things done. You can also send a letter. The downside: not quick and you will spend a long time on the phone.
2. Port out and pay the ETF on American Express via auto-pay.
3. I am moving.
4. Regulatory change.
5. Blog it up!
End Sarah
Cell phone contracts are a necessary evil in today’s world. And while I don’t condone skipping out on contracts on a whim, being subjected to terrible service because you’re “locked into a contract” is simply unacceptable.
I hope this provides some support to anyone who may need to get out of a cell phone contract too.