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Yogalin's profile

Contributor

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2 Messages

Monday, June 19th, 2017 9:50 PM

Data overages being falsely charged to clients

I am a long term wireless user. I monitor my use and responsibly use my limited data. Suddenly in the last two weeks conveniently beginning with a new bill cycle, I am told I have used twice the data I usually use. Called customer service and they admitted that this is a known problem! However the only thing they could offer is increasing my data plan in perpetuity. Elsewhere on this forum are numerous results of same. I'm not bending over for this one. No, I am going across the street to another carrier.

ACE - Expert

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64.7K Messages

7 years ago

There is no "known problem". If they actually said that, it was to placate you. Out of all the complaints I've seen like yours, I've never seen anyone prove that ATT's data accounting was wrong. Their business depends on accurate reporting. If they said you used the data, you probably did.

ACE - Expert

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16.5K Messages

7 years ago

@Yogalin I'm sure your phone will use the data differently with another carrier.

 

When would be more convenient? Because 2 weeks doesn't sound so crazy, it's not like it's day 1.

 

 

 

Contributor

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2 Messages

7 years ago

Hey there ace! So you admitted that your CSR lied. [Please keep it courteous]Your argument that no customer has proven wrongdoing by AT&T is not informative. Perhaps you aren't aware that absence of evidence is not evidence of absence.

ACE - Sage

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117.8K Messages

7 years ago

Reps know very little about technical issues.  If tech support had helped you, sure, but you don't ask the car salesman how an engine works, all they know is how to turn the key.  

Your phone is an independant meter of data use.  Does it match ATT?  If it does, your phone used the data.   This doesn't rule out a faulty phone, in fact it's usually the case.  Most people with this problem who resolve it by switching carriers, have in fact ditched a faulty phone.  

If the phone is showing far less data use, take it to ATT so you can get help documenting the problem.  Take screen shots of usage on the phone.  

 

ACE - Expert

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64.7K Messages

7 years ago

It isn't my CSR, I'm a customer too. I never said anything about wrongdoing, only that I've never seen anyone who claimed their reported usage was wrong actually prove it. I do know that usage reporting is closely monitored by the FCC and accurate usage reporting is essential to staying in business. If they were wrong as many times as people claim they were wrong, they would be out of business.

ACE - Sage

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117.8K Messages

7 years ago

@Yogalin   You are connecting with fellow customers, not employees.  Please review and follow forum guidelines, (especially the courtesy part). no one deserves your ire.

https://www.att.com/legal/terms.forumguidelines.html

 

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