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cassidy9's profile

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Thu, Mar 14, 2019 9:31 PM

$200+ BILL DESPITE ASSURANCE OF NO CHARGES: "DID NOT INCUR ANY...USAGE...PLEASE IGNORE"

We went to Costa Rica in February 2019, leaving phones on airplane mode or used with WIFI as we had done in the past.  While there, on 2/17, I received a "courtesy message" from Customer Care saying I had incurred over $100 in charges and I should "call us," giving a free phone number.  I did so, and eventually had a CHAT with a specialist, "John."  

 

He reviewed the account and determined that there were NO pending international charges.  He then conferred with another account specialist and they came to the same conclusion:  no roaming usage, seems that the message was sent in error. I was told to ignore it (the courtesy message).

 

(I have the saved chat transcript in electronic and paper form, including a reference number which I assume would pull the transcript up for examination.)

 

You know the rest:  Costa Rican charges totaling $240.80 are on my bill.  I contacted AT&T yesterday to be told that all they could do is "re-rate" my bill to ONLY charge me $10 per day.  AND they said that the chat doesn't matter because it is a "different department" and they were from Customer Service.  I spoke to supervisors who were more and more unfriendly; I'm sorry to say that I became more unfriendly, too.

 

I have paid all of the remaining portion of my bill--$257.58--which included some overdue charges due to errors I had made in January.  Now I have no idea what to do.  The "customer service" people wouldn't even listen to my situation.

 

3/14/2019

 

 

 

 

MicCheck

ACE - Expert

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10.7K Messages

3 y ago


@cassidy9 wrote:

We went to Costa Rica in February 2019, leaving phones on airplane mode or used with WIFI as we had done in the past.  While there, on 2/17, I received a "courtesy message" from Customer Care saying I had incurred over $100 in charges and I should "call us," giving a free phone number.  I did so, and eventually had a CHAT with a specialist, "John."  

 

He reviewed the account and determined that there were NO pending international charges.  He then conferred with another account specialist and they came to the same conclusion:  no roaming usage, seems that the message was sent in error. I was told to ignore it (the courtesy message).

 

(I have the saved chat transcript in electronic and paper form, including a reference number which I assume would pull the transcript up for examination.)

 

You know the rest:  Costa Rican charges totaling $240.80 are on my bill.  I contacted AT&T yesterday to be told that all they could do is "re-rate" my bill to ONLY charge me $10 per day.  AND they said that the chat doesn't matter because it is a "different department" and they were from Customer Service.  I spoke to supervisors who were more and more unfriendly; I'm sorry to say that I became more unfriendly, too.

 

I have paid all of the remaining portion of my bill--$257.58--which included some overdue charges due to errors I had made in January.  Now I have no idea what to do.  The "customer service" people wouldn't even listen to my situation.

 

3/14/2019

 

 

 

 


Regardless of what you were told, you clearly used the service in Costa Rica. If you took the phone out of airplane mode and didn't have data roaming turned off, the phone will connect to the cellular network if there's no WiFi. 

 

You should take them up on the offer of rerating to the International Day Pass. 

ACE - Sage

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92.1K Messages

3 y ago

I’ve seen this before.  If you get a text, you connected to a non ATT cell network.  Of course nothing shows on At&t end because usage reports are at least 3 days behind.  In my experience as much as a month.  

  If you turned airplane mode off to get Wifi on, you connected to cellular.  Wifi and Bluetooth can be turned on with airplane mode on.  

   My mother’s iphone is faulty, and kept turning airplane mode off.  Ran up 146 MB’s at the cost of $300.   Unfortunately, that’s not at&t’s Problem, it’s not their product and they cannot control the phone, that’s up to the user.

Next time we will either turn off her data, or add a passport plan.

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