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MJBrackett's profile

New Member

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2 Messages

Sun, Jul 17, 2022 3:54 AM

Roaming Charges and suspended service on my Unlimited Premium Contract?

AT&T.  I have been traveling back and forth to Mexico on a regular basis for 8 months now with the proper contract/package to be able to do this seamlessly with my phone, number, data etc.  Yesterday and Today I have received charges of hundreds of dollars for roaming which is included in my contract and then AT&T suspended my service due to the rising roaming charges which should not be there in the first place.  I spend an hour on the phone today with customer service, they located the problem seemingly and then a few hours later I got another message of more charges and notice of my suspended roaming service.  First of all, I am traveling and pay for this service to be able to travel and connect accordingly.  Secondly, I have to spend hours trying to resolve a problem which is not mine, but AT&T's.  You easily take our money, and in this case, my money and my service.  Who will reimburse me for the time I have to spend trying to get you to fix your technical problem?

ACE - Sage

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102.1K Messages

5 months ago

There is no reimbursement for time. 

But you can cut the line, so to speak, by filing a Better Business Bureau complaint online. The complaint is forwarded to AT&T upper management who will call you.

(roaming charges in Mexico, Canada and 19 Latin American countries are included in your plan.  Cruise and airline roaming is not covered)

sandblaster

ACE - Expert

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60.9K Messages

5 months ago

There is no contract and Unlimited Premium didn’t exist 8 months ago. Unlimited Premium replaced Unlimited Elite a month or 2 ago, so I’m guessing you changed plans and that’s when your problem started. You still shouldn’t be charged for roaming in Mexico, though. 

MicCheck

ACE - Expert

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12.4K Messages

5 months ago

What does "travelling back and forth" entail? If you are in Mexico for extended periods, that make it look like that's your primary place of usage, then AT&T can remove the international service and charge pay per use rates.

ACE - Sage

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102.1K Messages

5 months ago

It's been a couple of days, hopefully the original poster has figured out what went wrong and why.

sandblaster

ACE - Expert

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60.9K Messages

5 months ago

If you are in Mexico for extended periods, that make it look like that's your primary place of usage, then AT&T can remove the international service and charge pay per use rates.

@MicCheck Please expound on that. I’ve never heard of such a thing. Even if they were in Mexico the entire 8 months, that shouldn’t happen either with the old Unlimited Elite plan or the new Unlimited Premium plan. There are no Mexico usage limits.

MicCheck

ACE - Expert

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12.4K Messages

5 months ago

From the fine print at the bottom of att.com/plans/wireless (DCA is defined earlier as domestic coverage area, i.e. the US):

Excessive Use/Abuse: This feature is intended for roaming use by residents with a primary place of use in the DCA during periods of travel to included countries only. Predominantly using your Unlimited Premium plan in one or more of the included countries may result in this feature being removed from your account

I would think there should be some warning before that happens, but we know how good AT&T is at communicating...

sandblaster

ACE - Expert

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60.9K Messages

5 months ago

@MicCheck Wow, that’s crazy. My bet is that clause is intended for those additional Latin American countries they added, not Mexico. If “predominately using” applies to Mexico too, that would mean the Premium plan has a Mexico usage constraint when none of the other plans that include Mexico have such a constraint. That new Premium plan is looking even worse. They take away HBO Max and also put usage limits on free roaming sure doesn’t make that plan very appealing.

New Member

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2 Messages

5 months ago

Thank you all for the helpful comments.  I have never ever posted on any forum, however was inclined to do so this time given how upsetting it can be with companies that so easily take our money but are not always ready to step up when things don't go well on their end.  I have to say that customer service has been very good, even though it takes time to get them, but all in all, each individual has done their best to resolve a technical issue on their end.  It seems to have been resolved, and you will hear back if not.  There was some sort of technical gliche on their side that automated some charges and then suspended data service.  I travel back to USA tomorrow, so hoping all will be ok and smooth, as we have become very dependent on data services for so many things.  Thank you Sandblaster, MicCheck and Formerlyknownas for your comments and quite amazing to find such experts here.  

MicCheck

ACE - Expert

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12.4K Messages

5 months ago

I seem to recall that was a stipulation included in one of the old international plans, but it was more specific (like if you use it in Mexico more the 50% of the time 3 months in a row or something).

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