New Member
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10 Messages
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.
Joe1977
New Member
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10 Messages
3 years ago
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.
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Joe1977
New Member
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10 Messages
3 years ago
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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