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danielmui's profile

Contributor

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2 Messages

Tue, Jul 3, 2018 11:56 PM

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. 

Every time I contacted AT&T, I have to spend more than an hour to go through the process.
Then they said that the supervisor will called me back. Two times, nobody called me back!
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!

ACE - Sage

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101.8K Messages

4 years ago

I also have that plan.  We are not automatically given free roaming in Mexico. It has to be added.  I also believe the main line can get roaming in Canada

@Gary L I recall you adding one of these?

 

Contributor

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2 Messages

4 years ago

I did call AT&T to add the Mexico roaming before going to Mexico. The staff confirmed that it was added to all my lines. But it ended up only one line was added. Other three were not. Then AT&T threw the roaming charge because their staff/system failed to do what I was told.

ACE - Sage

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101.8K Messages

4 years ago

@danielmui

I cant confirm, but that may be correct.  

Gary L

ACE - Expert

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16.1K Messages

4 years ago


@lizdance40 wrote:

I also have that plan.  We are not automatically given free roaming in Mexico. It has to be added.  I also believe the main line can get roaming in Canada

@Gary L I recall you adding one of these?


I'm not certain which MS plan they have (Share, Advantage, Flex, is there a plain MS plan?). But as they got it on one line, it seems like it can be added to the others (In advance). 

 

As far as I know, for Share, Advantage, and Flex, Canada Roaming Bonus and Roam Mexico OR Roam North America (Can/Mex) can be added unless it's built into the plan (Flex has Mexico, so I'd guess you can add Canada but I've never put it on flex).

 

 

Although, I had North America Roaming on one line and they couldn't figure out how to get it on the other lines (5 or 6 calls), so I had Canada and Mexico added separately to those lines. So sometimes there are issues.

 

Retroactively is an option at their end. Yes, I know you say you asked for it on the other lines but that's why I don't hang up on the phone for anything unless I can confirm it's been added on-line first.

Why? For exactly this reason, if it's messed up by accident, by misunderstanding, didn't know what they were doing or whatever, I don't want it on my bill and need to mess with it later.

 

Keep calling ask for customer loyalty, being super sweet and see what they can do.

 

 

sandblaster

ACE - Expert

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60.8K Messages

4 years ago

Yes, the free Mexico roaming can be added to all lines but it does need to be added to each line. There is no excuse for customer support not adding it to all lines if that was what was requested. @danielmui, I certainly understand your frustration but adding the Mexico roaming or confirming that it was added could have been done online. Keep that in mind for next time, if there is a next time. Hope they credit those charges.

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