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kendra1408's profile

Contributor

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1 Message

Wed, Nov 1, 2017 9:12 AM

College student helpless &sick of trying to get "Customer Support" from people that dont follow thru

 

I have been having an ongoing issue with my AT&T bill. I have called to get it resolved and each time I had been told it was going to be resolved, it never was.

I have been charged $454 in overages. These overages would have occurred on Tuesday, September 12th.

 

These charges occurred on a cruise ship while being evacuated from the Virgin Islands. I called AT&T to inquire about the charges while on the cruise ship and the lady I spoke to said that they would be taken care of for me. She had me very convinced that she was going to follow through and take care of them. 

 

I then received a HUGE bill from AT&T a couple days ago for $613. This was my last for September and Octobers monthly fees for the unlimited plan that I have PLUS the overages which they already insured me would be taken care of. 

 

I did some more researching and I found a Customer Care post stating:

 

 "In addition, from Sept. 6 through Sept. 15 we’re automatically issuing credits and waiving additional fees to give unlimited data, talk and texts to AT&T wireless customers and unlimited talk and texts to AT&T PREPAID customers in Puerto Rico or the U.S. Virgin Islands."

 

https://forums.att.com/t5/Wireless-Billing/AT-amp-T-s-Response-to-Hurricane-Irma/m-p/5256563

 

 
 
forums.att.com
We know that Hurricane Irma has left many of you and your families without power and dealing with a very stressful situation. To try and ease some of the stress, we’re automatically issuing credits and waiving additional fees to give unlimited data, talk and texts to AT&T... #ATTCOMMUNITY

I called again yesterday to get this taken care of and spoke with a man named "Joven" who said the charges would be removed. 

 

ONCE AGAIN, he was wrong. The charges weren't removed and NOTHING got taken care of.  I was charged 613.40 to my Associated Bank debit card. That was NEVER supposed to be charged. I was told that the overages would be taken care of.

sandblaster

ACE - Expert

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57.4K Messages

5 y مضت

The problem here is the charges aren’t actually from ATT, they are from the cruise ship. ATT’s promise to waive additional fees only applies to using ATT’s service. When you were on the cruise ship you were roaming on “Cellular at Sea” which is the cruise ship’s service, not ATT. I would think the cruise line would waive the fees too but perhaps that is the issue. I suggest you send a private message to @ATTMobilityCare.

ACE - Sage

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96.4K Messages

5 y مضت

Did they also tell you to put your phone in airplane mode?   In general if they agree to waive any roaming, they then expect you to not have any more roaming by disabling cellular and roaming on the phone

 

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