$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.