AT&T Stuffs Family's Stockings With a Few Hundred Dollars | NBC 5 Dallas-Fort Worth

AT&T Stuffs Family's Stockings With a Few Hundred Dollars

NBC 5 Problem Solvers



    When the NBC 5 Problem Solvers got involved after a mom and dad said AT&T ruined their Christmas by sending a text message to their son that inadvertently let him know about his Christmas gift, AT&T changed their texting policy so it wouldn’t happen again. Problem solved, right?

    Apparently, AT&T wasn’t done. This morning, Kathy Malis told us the wireless company called them with a little surprise.

    AT&T Changes Policy After Ruining Christmas Surprise

    [DFW] Problem Solvers: AT&T Changes Policy After Ruining Christmas Surprise
    AT&T spoiled a couple's Christmas surprise when their son got a text message asking him about the phone they him for Christmas.
    (Published Thursday, Dec. 8, 2011)

    “They told me they’ve credited our account $199, plus tax, for both iPhones plus an extra $100 as an I’m sorry,” Malis said.

    Not bad.

    If you missed our story earlier this week, Kathy’s husband, David, emailed the NBC 5 Problem solvers regarding the issue of AT&T ruining their Christmas surprise for their two children.

    You can see the original story here.

    Their son, in college at A&M, called them the day after the secret upgrade and asked if they just bought him an iPhone for Christmas.

    “”I just got a text message from AT&T asking how I liked the customer service I experienced with a purchase made yesterday,” he said.

    After talking with several AT&T reps, Kathy felt like she was getting no where. That’s when her husband contacted us.

    We reached out to AT&T and made them aware of the Malis' story. They apologized for unintentionally letting their kids learn about their new phone.

    "That's certainly not the intent of the survey, and we regret that this happened," spokesperson Dale Ingram said.

    "To avoid this scenario moving forward, we have suspended surveys on upgrade lines until after the holidays - a process that was already under way before Malis's family received the text."