Fraudulent international charges

If you don’t know what the charges are for, how do you know they are fraudulent? Just FYI, you don’t report them to the FCC, you file an FCC complaint which will result in someone from corporate contacting you. They will be able to tell you what the charges are for and hopefully remove them. Charges don’t typically appear for no reason, you should at least consider the possibility they aren’t fraudulent. I highly suggest you get them settled before you go back to T-Mobile, it will be much harder to resolve after leaving ATT.

I know the charges are for international calls that did not occur considering my child’s phone has had a broken screen for two months. They would not give me the call information for the supposed charges. I will be filing a complaint with them, sorry if I did not word it exactly the right way as I have never had to do anything like this before. I would love for ATT to make it right before we switch but if they don’t, then they will lose a loyal long time customer. Thanks for your help!

Hey there @Msmith0519. We would like to take a closer look at the international charges on your account. 

We are going to need to meet in a Direct Message, so we can review the charges on your account. You will find a chat icon next to a bell icon at the top of the page on the right-hand side. Our next message will appear there.

In the meantime, gather your account information along with when these charges were made and have it ready for when we meet in a Direct Message. 

Thank you for reaching out to AT&T Community Forums. We look forward to speaking with you soon!

Clarissa, AT&T Community Specialist

Have you looked at your usage report online? 

Do you understand that the SIM card is how calls are made?   All it takes is moving the SIM card into a different phone.  That's assuming the broken phone is incapable of working. 

After my Fcc complaint I was contacted by the office of the president, they saw that we have never had international charges before and this was one 3 hour long call. They adjusted the charges and the related taxes. They did state it should have never gotten this far into the process but that it should have been escalated to an office within customer service. Nevertheless, thank you to Cedrick for taking care of this issue so promptly. We will be keeping our Att service. 

I also have incurred over $400 in fraudulent charges this month, and the same thing they are not providing much information or resolution. Moreover, both of my phone lines are restricted from making any international calls but I keep getting billed for this. Also, what I find suspicious is that this time they keep referring me to the international department, and the only option they give me is to add an international plan for 15/month.

I have been getting fraudulent changes on my account since February and is happening to both of my phone lines. I have raised this issue but this keeps getting worst. Each month I keep calling about this, and after speaking with multiple people they waive the fees, then reassure me that my account is blocked for international calls, and this shouldn't happen but then I have the same issue.  This time they are refusing to waive the fees when there are plenty of notes about the issue. I'm exhausted by this situation. I have spent over 3 hours today with different at&t employees including supervisors. I am filling out a bb report to get a resolution and reporting them to the fcc if I don't get a response. This is terrible! I have been an AT&T client for 17 years!

Have you looked at the usage report? 

Once, it might ve a user error and At&t will forgive.  But repeated usage over several months they aren't going to credit forever.

Which phone?

Check the numbers.

Come on, someone in the family is calling a number that they don't realize it's outside the United States. 

15 years ago, my son's friend at school got a free texting number. Without either one of them realizing that these free texting numbers have to be in the same country or you would get charged for texting a non Us number. 

Stuff happens.

I am dealing with the same issues. Over $400 of charges in July and spent an hour with AT&T and their solution was for me to add an international plan. It was 3 calls to Israel and they could not give me the actual number that was called. I feel helpless and am worried I am going to see charges in August that I have no clue how they occurred. I am shocked that AT&T is not taking this more seriously. 

I have a slightly different issue. I am being charged for international calls to Canada. $1/minute. The charges are consistent and applied to phone calls I make to Canada. So what is the problem? I have the Unlimited Elite plan and calls to Canada and Mexico are included. Every month I call AT&T, and every month they remove the charges. I of course have to remind them to also remove the taxes applied to those charges. And every month they assure me this will not happen again. Well, it started in November, and since then I have had to make at least one call a month, each lasting at least 30 minutes, to "resolve" this. I put resolve in quotation marks because the problem has not been resolved. 9 months, 12 phone calls, so at least 6 hours of wasted time.  I'm considering dropping AT&T because I really have better things to spend my time on than calling AT&T to explain, again and again, that they are charging me for something I am already paying for.

Apparently they are applying international charges to many customers. I was billed $250 extra ( 171 for international calls and 80 for fees). I have international calls block on my lines but they are telling me that the calls done from WhatsApp and from wifi connection could still be bill as i am using a phone number that belongs to att which is ridiculous and not accurate. Now that i read all the reviews of customers going through the same invalid charges being apply its time to contact FCC, BBB and the attorney general.

I have been with them for more than 10 years and i can believe they are doing this to customers.