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1 Message

Sun, May 1, 2022 4:52 AM

Charged $500+ for an unintended international call

Hello, 

I am reaching out for help because I feel like leaving AT&T after this horrible experience after being an AT&T customer for over 20+ years.

This is what happened: 

  • I went on a cruise out of the country from Apr 17- Apr 24, 2022 (from New York City to Bermuda and back)
  • On the morning of Apr 17 (before I left home for the cruise terminal), I had to call this phone number 441-XXX-XXXX to sort out some covid vaccine documentation issues. I was on this call for 146 minutes but I spend about 2+ hours waiting in the queue so the actual conversation was only about 5-10minutes. 
  • It turns out that the 441-XXX-XXXX number is an international Bermuda number but I had no idea because it was just like any other 10 digit phone number I dial in the United States - there is no way I would have known it was an international number. To my knowledge goes, to dial internationally, I have to first dial the country code, before the 10 digit phone number.
  • I came back from the cruise and looked at my bill and I was charged $438 for that phone call + taxes (so my bill was $500+ higher than my normal bill) 
  • I called ATT for help but the customer service rep told me that they had sent me a notification on Apr 18 for this abnormal activity, and that it was delivered and read. And because I didn't respond to that message, they cannot help take off the full charge. I DID NOT RECEIVE THIS MESSAGE BECAUSE MY PHONE IS ON AIRPLANE MODE from Apr 17 - Apr 24 to prevent international roaming charges. I double checked all my messages, voicemails, etc. and I DID NOT RECEIVE A MESSAGE FROM AT&T.
  • The AT&T rep did reduce the charge to like $100 but this is still way more than what I can afford to pay. 

Please help! This is a very frustrating and disappointing experience with AT&T that I expect AT&T to fully resolve. 

Constructive

Employee

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28.6K Messages

3分前

How is this AT&T fault? AT&T was charged for that call and passed on to you. 

Fl_retire

ACE - Professor

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2.6K Messages

3分前

You cal blame Bermuda for having the same code as the US. 

+1


https://countrycode.org/bermuda

sandblaster

ACE - Expert

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58.7K Messages

3分前

The AT&T rep did reduce the charge to like $100 but this is still way more than what I can afford to pay.

This forum is not customer support. No one here can provide any more credit. Seems to me you should be satisfied with the reduction you have already gotten. You’ll have a tough time convincing anyone you can’t afford it but you can afford a cruise.

ACE - Sage

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98.5K Messages

3分前

On the morning of Apr 17 (before I left home for the cruise terminal), I had to call this phone number 441-444-2498 to sort out some covid vaccine documentation issues.

With whom? With your destination in Bermuda?  Or the cruise line?  

AT&T notify its customers when they are roaming, I do not think they notify customers when they are making long distance calls.  

While unintended, these are valid charges.   If you dialed the 10 digits alone you would have been notified that you had to dial a plus one, which would have been an alert that this was a long distance phone call.

The 833 number didn't work? 

ACE - Expert

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22.8K Messages

3分前

The OP stated that the charges were lowered from $438 to $100.

This was a VALID charge that was clearly made to a foreign country and they're still complaining.  They should consider themselves lucky!

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