AT&T's "Next Up" Program Sparks Customer Backlash: A Deceptive Upgrade Experience

An AT&T customer recently shared their troubling experience with the telecom giant's "Next Up" program, highlighting issues that many others have faced. The upgrade process, which was expected to be a smooth transition to a new device, instead turned into a frustrating ordeal, revealing potential pitfalls within AT&T's marketing practices. Here’s a closer look at the customer's tale and the broader implications for consumers.

AT&T customer recounted their journey when visiting a local AT&T store in search of a new phone. User prof_designer took to Reddit to vent their disappointment regarding what was meant to be a straightforward upgrade. Despite initially declining the "Next Up" program, it was added to their account without consent. Naturally, they sought assistance from customer service to remove the unwanted feature.

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Two weeks after the initial request to remove "Next Up," they were subjected to a lengthy discussion with customer service about the benefits of the program, ultimately convincing them to proceed with the cancellation. When inquiring about potential charges, they were informed that there would not be any immediate fees; however, they discovered a charge on their subsequent bill. After another frustrating exchange with customer support, they were told the charge was valid but a $10 credit would be applied to their account.

- prof_designer on Reddit, February 2025

AT&T customers have echoed similar sentiments:

"Once you cancel Next Up, it takes two months for it to disappear from the bill. It's truly a deceptive scam."
- Old_Virus4033 on Reddit, February 2025

An AT&T employee shared their perspective as well:

"When I worked at AT&T, we were pressured to add any services to accounts, even if customers declined them. It was all about boosting store metrics to earn commissions for management."
- Initial_Purple349 on Reddit, March 2025

Another AT&T representative chimed in, advising customers to manage their accounts online to avoid these issues:

"As a retail corporate rep, I urge customers to handle these matters online. Services like Next Up and insurance are heavily pushed, and manipulation is common."
- Nolanix on Reddit, February 2025

Unfortunately, these tactics are not unique to AT&T. Reports of similar practices have emerged from other carriers like T-Mobile and Verizon, where customers have faced challenges due to aggressive sales tactics.

Many customers feeling aggrieved have turned to the FCC to register complaints and seek accountability from these corporate giants. For now, consumers are advised to remain vigilant, scrutinizing their bills and considering alternatives to in-store consultations.