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Contributor

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2 Messages

Thu, Dec 29, 2016 5:49 PM

Charged international data fees after being told 3 different times I wouldn't be.

My mother took my 2 boys (17 & 12) and I on a cruise to Mexico back in September. Before we left I stopped by AT&T to make sure I understood what our plan allowed without accumulating additional fees. I informed them that it was a CRUISE to Mexico. I was told that since I had the new unlimited data plan I would be fine and that my plan here in the states would be "mirrored" there. Never once did he say anthing about it excluding the cruise ship, itself. Gave my boys the green light and once we arrived in Mexico I started recieving texts from AT&T international that my oldest son's line was accumulating high data fees and data would be suspended. I called and spoke to a rep and, again, told him that I was on a cruise ship, was recieving texts of high data charges, and wanted to know why. I was, again, told that my plan included unlimited data and is, indeed, "mirrored" as at home. When questioned about the text messages I'd recieved he informed me they were generic courtesy texts sent out simply because my phone was registering outside the states and assured me that I was NOT accumulating data fees. Once we returned back to the states my son's data was suspended and I called AT&T International back again. This is when I was informed that while we were onboard the ship in International waters our plan was no longer mirrored and that we were being charged data roaming fees. I was obviously upset and informed her that I specifically spoke to 2 people to assure this wouldn't happen and never once was it clarified to me that International waters were not included in my plan. She informed me that she would be able to remove the charges due to me being misinformed. Several weeks later I recieved my bill showing I owed over $1000.00 for roaming fees. I have contacted AT&T MULTIPLE times to dispute these charges and have received some credit back, but according to them I still owe $723 in data fees. I've even sent for a "review" or "appeal", whatever the verbage is that they used, as this was the only way to possibly get the charges removed. I would otherwise have to settle for another partial credit which could've meant credit as low as $10. Obviously I opted for the appeal. $723 may not seem like much to some people, but it's enough to break this single mom for months. Can anyone help me with this, please?

Responses

Brand User
ATTHelp

Administrator

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112.9K Messages

3 years ago

Hey @Kochie,

 

Thanks for reaching out to the Community Forums! Having such a large bill would put me in a bind as well; I can understand where you’re coming from.

 

I apologize you were given incorrect information.  International charges are a very sensitive topic as there are many ways to be charged for this usage.  It would be my pleasure to take a look at your account to double check you’re being given the correct information about your bill.

 

In order to research this, I will need some detailed information.  May I please have you send me a Private Message to @ATTMobilityCare with your full name, a good contact number, and the best time to reach you?

 

I look forward to speaking with you!

 

Larry, AT&T Community Specialist

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Contributor

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2 Messages

2 years ago

Same thing happened to me...except I had my phone and my partner's phone in airplane mode AND I turned celluar data off. What gives, AT&T?!

Contributor

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2 Messages

a year ago

Did you ever get this resolved. I had a similar problem for Mexico where I was told the "passport program" was automatic for Mexico on my plan but also got a 700 dollar bill because my niece was on my phone.

 

Contributor

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2 Messages

a year ago

This issue took me countless calls and over a year to get all of it
credited back on my account for those charges! At one point they
deactivated my account because I was getting the run around from so many
different AT&T reps, which in turn cancelled my Direct TV account, also
causing an additional year of inaccurate charges and attempted
"reactivation" fees! If they weren't the only provider with service in my
area I'd have cancelled long ago!! Much luck to you! You may be in for a
long ride!

Contributor

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2 Messages

5 months ago

I had the same problem

I went by the at&t store and told them I needed a package added  to my bill that would cover any additional charges while we were on a western carribean cruise. The sales associate added a plan that would cover any additional charges. He advised us that I needed a package that cost $10 a day only if we used it. He did not give me any additional information on the plan. We assumed we were cover but was hit with a $500+. If I had known that cruise plans were available I would have purchased a plan.

New Member

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1 Message

2 months ago

A similar situation happened to me a few years ago when I was travelling abroad. I had the international roaming package added to my line, and I text-chatted with a rep asking if this package covered the in-flight cellular roaming service (not in-flight wi-fi) that was offered on a handful of airlines, he said "yes, it does". I saved a copy of that chat script.

Later after I was aboard the flight and used the in-flight roaming, I was hit with extra data roaming charges in the next bill. I called AT&T and spoke to the manager, referring him to the text chat that I had with the rep. By giving him the date of the chat, the manager was able to look it up in his computer system. He told me the rep gave me the wrong information. The regular international roaming package only covers roaming on land, not in flight or on a cruise. Since it wasn't my fault, he removed the extra roaming charges.

So the lesson I learned was, if we are going to ask an AT&T rep important questions, do that in a text chat; or, if the conversation takes place on a call, ask the rep to notate your account with the details of the conversation (and probably a good idea to call back a second time to verify the notes are indeed in place). Once you have the proof in writing, you will be in a much better position when you need to speak to the manager. And do ask to speak to a manager in this case.

I know it can be really frustrating for some customers. As a frequent international traveler, I sometimes need to read the fineprints and confirm with a rep whether certain usage is covered in my roaming package. Different packages vary in their verbiage. Some cover only data and text but not voice, while others cover everything. Wi-Fi calling and cellular calling can have different billing rates, so can local calls in your destination country and calls from that country back to the US. The list goes on.

For this very reason, after being an AT&T customer for more than a decade, I am thinking about switching to a competitor carrier that has a much simpler roaming agreement, such as T-Mobile or Google Fi. All this complication man-made by AT&T is a mental exercise and emotional burden. They should have done a better job at streamlining the experience. International travel is a tedious task by itself. The last thing on my mind is to read through AT&T's roaming fineprints as if I am buying a new house.

lizdance40

ACE - Sage

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72.1K Messages

A lot of trouble would be saved if you had looked at the roaming options before leaving the US.

https://www.att.com/offers/international-plans.html

There are no roaming plans from any carrier, that cover airplanes.
AT&T covers some cruise lines and some ships not all of them. Calling and saying you are going on a cruise is not sufficient. You have to look up exactly which boat you're going to be on. To be sure that a cruise package will cover you.

Cruise packages are not Unlimited. Your best bet is to purchase onboard Wi-Fi daily as needed. Or turn your phone off or airplane mode. If you have an iPhone, please turn airplane mode on in settings not quick settings. I have discovered that quick settings are temporary.

🐾 I don’t work for AT&T. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

“Lack of planning on your part does not constitute an emergency on my part” 🆘 Dont expect normal any time soon.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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