8 out of 12 AT&T customer service reps don’t know their company’s own early Early Termination Fee (ETF) policy. Consumers Union, publishers of Consumer Reports, called up AT&T to inquire about the policy and got several different answers. Some said that the ETF was halved after the first year of contract, while others said it went down each month. In fact, while AT&T has talked about switching to a pro-rated ETF, they haven’t yet. Whether you cancel service 1 month into or one month before the end of contract, it will cost you $175. Consumers Union called the other major cellphone providers too, and they gave out the right information. Couple this news and the story yesterday about reps giving out wrong information about upgrading to a new iPhone locking you into a new two-year contract, and it plum looks like AT&T has a serious front-line rep training problem.
AT&T Sales Reps Gave Wrong Info On Termination Fees In Test [Smart Money via DSLReports]