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Joe1977
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10 Messages

Fri, Feb 5, 2021 1:04 AM

Can't get help on bill

I'm traveling internationally.  Before we left the US we put our phones on no roaming, no cellular data, etc.  We have only used wifi (and things like Line and Whatsapp).  My bill includes international charges.  I cannot get a hold of customer service, when we try chat (which I did 100000 million times) it redirects me before I get to a person.  Every single time.  I lose everything and have to start chat over.  I cannot find an email address to email.  I can't call because I'd have to turn the cellular stuff back on and then they would have reason to charge me.  Now when I try to log in on a new browser to see if it won't redirect in chat one doesn't redirect it only gives me text options to verify myself.  I can't accept texts because of the above.

I just need to talk to someone about why and how we got these charges.  We did nothing to incur them.  Nothing.  Zero.  And I can't talk to a person.  My bill almost doubled.  I need help.  I need a way to talk to a person.  This bill barely covers any international travelling since we just started, so my next bill might be millions if we don't get this figured out and correct this.  

Please help.  And please fix your chat so it stops redirecting and losing everything and you can never get to a real person.

Accepted Solution

Official Solution

sandblaster

ACE - Expert

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57.8K Messages

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ATT does not do customer support via email. It is also impossible to get roaming charges if you don’t turn cellular on. If you really have roaming charges, then you connected to a foreign carrier. Are you using WiFi calling? If so and you made any calls to international numbers, that is charged international long distance. In any event, the only way to reach customer support is to call the international support number. It is a free call from your mobile phone.

Joe1977

New Member

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10 Messages

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Thank you for the response.  The other way to reach them is chat, why does it redirect?

We turned off both roaming and cellular in LAX before we got in the plane.  That is why I am trying to figure out the huge charge.  We shouldn't have been charged.  We have not made any calls or connected to anything but wifi.  We have made some calls in Line app and Whatsapp, but those count as wifi. 

I understand the call is supposedly free, but if I turn on roaming and cellular then they can say I haven't had it off the whole time and can charge me for data usage or something, which I have.  I don't trust it.  If those are off 100% of the time, and we only do wifi, there is zero reason for me to get charged. 

This whole chat experience has really made me skeptical.  It seems to be set up to purposefully make it so you never talk to a person since it redirects you to start over as soon as it says it is connecting you to a person.  There has to be a way for them to fix chat or one of their CS agents to email with me about these charges I shouldn't have.  This isn't rocket science.  I just need to talk to someone and AT&T is a global communication company.  Why do they have chat to chat with a CS agent if it doesn;t let you talk to one?  

Is the chat issue an issue with chrome?  Would brave or edge work?  Also, why would they require text only verification when I can't get texts to log into a different browser?  

sandblaster

ACE - Expert

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57.8K Messages

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So if you’ve had cellular off, how do you know about any international charges? I have no idea why chat support redirects, I can only presume it’s because you are outside of the US. Since you mention WhatsApp, that is likely the culprit. WhatsApp has a well known bug where calls are placed over cellular but that also would mean you were on cellular. Again, it is not possible to get roaming charges unless you are roaming. ATT only charges when the foreign carrier reports the usage. 

Joe1977

New Member

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10 Messages

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Before we left LAX we turned off roaming and cellular.  I am 100% sure of this.  Not one iota of doubt.  Why we got international roaming charges is the exact reason I am trying to contact support.

The chat redirecting has nothing to do with location (I don't think).  It works fine, I wait in line, and as soon as it starts connecting with a person, it says redirecting and the page refreshes and I lose chat, have to go down, wait for the chat button to reload, and start over.

I know about international charges because I just got the bill.  We have wifi so I have internet access.  I'm on a chromebook on the wifi internet of our quarantine hotel.  

Joe1977

New Member

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10 Messages

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Anyone know if it is some sort of setting on chrome that is making the whole page refresh when it tries to connect me to a person (after waiting in line for 15 minutes every single time)?  Anything I can turn off or on in chrome?  I'm looking through settings now but nothing is jumping out.  Any help or advice would be greatly appreciated.  

sandblaster

ACE - Expert

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57.8K Messages

Il y a 1 a

Before we left LAX we turned off roaming and cellular.  I am 100% sure of this.

So how exactly did you do that? What phone and what settings? The only way to turn cellular off on any phone I’ve ever had is airplane mode. Turning off roaming is irrelevant if in airplane mode. In fact, the only roaming setting I have is data roaming. Once again, it it physically not possible to get roaming charges unless you were roaming. Do you know where your international charges are from? Any chance the charges are from whatever airlines you were on? We’ve seen many complaints about international charges from airlines.

Joe1977

New Member

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10 Messages

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In my phone, in settings, under mobile networks, it says "mobile networks, International data roaming, disable 2g, access point names, and network operators."  We have everything off.  Hers is a S20 galaxy.  I don't know the name of mine.  We both also have airplane mode on, blue tooth turned off, etc.  

We were very, very careful because I left only enough money in my account to cover auto paid bills and she assured me my phone bill wouldn't go up if we turned everything off.  Now it is double and I can't even figure out why or talk to anyone at AT&T.  And that bill only covered the first two days of our travel.  

I don;t know what I can tell you to prove to you that we turned everything off.  Only wifi works on our phones.  We looked into this before leaving so our bill wouldn't increase.  And they still did.

Joe1977

New Member

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10 Messages

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Great, now I can't even log in on chrome anymore as their main site requires a text verification now.  This is really nuts.  This is just unacceptable.  The poorness of service and my absolute complete lack of any options is ridiculous.  I even tried contacting them through facebook and no response.  This company is ruining a vacation I saved years for, and doing their (Edited per community guidelines)edest to ensure I can't even contact them to have a shot at resolving this.  

(edited)

ACE - Sage

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97.4K Messages

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Have you used Wi-Fi calling? Wi-Fi calling is only free if you are calling the United States. Otherwise any Wi-Fi calling is billed as long distance charges.

AT&T has no way of knowing where in the world you are unless you are connecting to a foreign Network and incurring charges on that Network. That form carrier bills AT&T for your usage and AT&T passes that usage on to you.

 ➡️ Receiving a text notification from AT&T is free.    You should make sure your data roaming is off on the phone before you turn airplane mode off. Receiving the text is free but your phone will immediately connect to data unless roaming is off.  

sandblaster

ACE - Expert

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57.8K Messages

Il y a 1 a

I have no suggestions for you. Despite your belief and insistence you never turned cellular on, the evidence suggests otherwise. Once again, it is physically impossible to get roaming charges without roaming. As for your other thread, ATTHelp will respond in 2-3 days if no one else responds, otherwise they rarely chime in.  Even if they do respond, they will likely just tell you to call the international support number and no, there is no email option. Again, I bet the culprit is WhatsApp. It may have turned cellular on. It sure would help if you knew what the charges were for, calls or data.

Joe1977

New Member

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10 Messages

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There is zero chance we had roaming or cellular on.  We both specifically and purposefully changed it before getting on the plane while still in LAX.  I checked right after I saw the amount of my bill.  Both our phones also have an option about international roaming, which is also off for both.  

Is something going on?  Clearly, but it isn't what you think and is the specific reason I need to get a hold of AT&T because my next month bill is going to be crazy if we don't find and fix whatever is going on.

The only thing I can think is I got proton VPN for security while on vacation and tested it one day.  I set it to Canada.  But I was connected to my home wifi while doing this, and that international roaming option has always been off.  And if that caused me charges then wouldn't setting the VPN US now be me considered in the US?

I don't get it.  I also don't get how it is impossible for a customer to not be able to get in contact with a global communications company.  I don't understand why their chat doesn't work at all, or why they would require text verification to log in when you can't get texts overseas.  

This whole situation is ridiculous.  There should be an option for me to talk to my cell phone service provider.  And I've been pouring through the options on my phone and getting more confused.   The wifi and data usage stuff says my billing period is jan 11 to feb 11.  But I am always billed around the 3rd or 4th.  So wouldn't the bill I just auto-paid be for Dec 11 to Jan 11?   We didn't leave the US until Jan 29th.  I just need to talk to someone in AT&T, but that would require them giving a crap and giving us options to do so, especially when in a bind.  But I seem to have none.  Chat doesn't work and just redirects you back to the CS page when it connects you to a person, and now I can't even login because of the text verification requirement.  

Joe1977

New Member

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10 Messages

Il y a 1 a

Okay.  Awesome.  We got this resolved.  I tried chat again and when it prompts you to sign in I just kept typing "I can not" until the computer gave up and transferred me to a person, and the best part is it didn't redirect so the screen didn't refresh and I didn't lose chat.

Just FYI, on the other thread the person who said wifi calling was right.  My GF's phone has that, but mine doesn't, so that could have been another way to contact without turning cellular on.  

The message I got yesterday said International charges, so I assumed it was due to us being in Thailand now, but it was to calls to the hotel here way before we left.  I thought I had free international calls since I called Mexico before without getting charged, but my plan is only free to Mexico and Canada.  So the extra charges were correct.  Just FYI - use Line or Whatsapp to make international calls because it csosts an arm and a leg to do it regular.  

The agent I talked to was wonderful and extremely helpful in explaining everything and ensuring me my next month bill will be right (as long as we don't make anymore international cellular calls of course).  He even gave us a credit too.  I couldn't be happier with the result and feel better about this. 

Thank you very much for all your help everyone, especially Sandblaster.  I really do wish AT&T made it easier to contact them while abroad, but it worked out well.

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