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Contributor

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2 Messages

Thu, Sep 18, 2014 7:13 PM

All trust has been lost with AT&T

Went on an international business trip and expanded services.  Quite a number of surprises when I received my bill:

 

1.  Trying to be proactive, went online to add services.  CHARGED $19.33 (+ taxes) to make "plan changes", in addition to the billing for the actual services themselves?  Unacceptable.

 

2.  Purchased 50 international text messages - buyer beware, a group message counts for each addressee, not the number of times you hit "send".  (i.e. send to three people = three messages).  

 

3.  Downloaded the AT&T app to carefully track usage and avoid going over.  However, the app did not provide international voice usage information - the app directs you to the "full website" which DID NOT WORK on my iPhone while overseas.  So I was flying blind to my voice usage minutes, and got burned with 87 minutes over = $87.00.  WHY NO NOTIFICATION I WAS GOING OVER?  It seems everytime I get close to 50% of my data plan I get immediate notification that I need to purchase the next larger plan.  So no hesitation on an upsell but hide that I'm generating lots of additional overage costs?  Again, unacceptable.

 

4.  Part of my original move to AT&T included a 16GB iPhone 4S.  The phone crashed within a week - support said it was Apple's fault.  Apple looked at it and said it was a "Frankenphone", pieced together from multiple phones several years old.  They were about to contact police for fraud until I showed them the invoice from AT&T - they then just washed their hands and told me to go AT&T for resolution.  When explaining ht esituation to a local AT&T flagship store, no questions were asked, I was just given a new phone.  Imagine my surprise a few months later when I realized I received a 8GB?  When I tried to take it back, you guessed it - too bad, you should have caught it before you left the store.

 

I work for a large global organization that has discounted services through several carriers - why should I stay with AT&T?

Responses

ms_unicorn

Former Employee

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4.9K Messages

6 years ago

Hello, 9876543210ZYX!

 

Thanks for posting. I'm so sorry to hear about your recent experiences with your wireless service. We would appreciate the opportunity to remedy the situation, so please click here to send us a private message with your contact information, the best time to reach you, and a brief summary of the issues.

 

You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen. In the meantime, feel free to message me with any other questions or concerns.

 

-Mariana

Contributor

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2 Messages

6 years ago

Classic - the day I posted my wireless issues, I had a visit that night from AT&T home services trying to get me to switch my home phone/cable back to AT&T. (We changed a couple of years ago due to the continual "creep" of charges - it finally got so bad we switched to Charter). They were even going to give me a $300 gift card as an incentive - I said gee, that would cover my wireless phone bill you guys screwed me with for a week in the UK. They quickly said they don't handle wireless, only home. I said you have AT&T on your shirt, same as my $300 wireless bill. Come back when your company decides to make things right. Maybe now the monthly unsolicited home visits will stop (they have been coming around since we moved a few years ago).

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