A 20 years customer now leaving! Extremely frustrated with AT&T overcharge and poor customer service
AT&T charged me on roaming service while my families traveled to Mexico in Jan 2018. My 20G mobile share plan could have Mexico roaming FREE! Though I called AT&T to ensure that my lines included free roaming in Mexico, I was charged for $726.78. With 5 hours talking to AT&T different customer services, I was only able to get back $$410.32. The customer service staff were poorly educated. Three staff didn't understand what is KB, MB, GB and insisted my over usage. 3 staff promised to credit me back but still missing $316.46. Two staff didn't know how to read the credit in my statement and told me that I had full credit back! I needed to explain every time when I called AT&T. Very disappointed!
Customer Service bounced me to Unified Billing Department, then Loyalty Program Department, then back and fore few times.
When I called again on 7/3/2018, I was held for more than an hour. The customer service clearly saw my record that I asked for the credit of the missing $316.46. But he couldn't help me! Gave me another phone number (AT&T Customer Care).
Dear AT&T, you have a record that customer is asking for a credit. You did partial credit. Then you did nothing besides bouncing customer to different wait lines! You expected customer would stop there? And you did nothing else!