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Slinkybis's profile

Contributor

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3 Messages

Fri, Apr 29, 2016 1:39 PM

Horrible service ! unacceptble charges, lies ! Lies ! LIES ! And hours on the phone with no result

i been a loyal att customer for many many years ! MY STUPIDITY ! MY BAD ! Every couple of months on the phone with att ( an hour or two ) to change plans and to make sure I will not be charged huge amounts of money, while T-Mobile or Verizon offers such good rates , including international travel. Hours later , ATT was coming up with a solution, and for a year the bills were under control ( still higher then their competition, my husband is with T-Mobile ) but relatively good enough not to go trough the trouble of changing. This month the bill comes to 550 $ ! I been away for 4 days , but in a resort with wireless , so no way I could have roam . Get on the phone with ATT, one person , 45 minutes, next supervisor starts again all the questions from the beginning , another 20 minutes....and we are not even close for me to voice my problem . I work as most people do, I do not have more then an hour to spare to talk with ATT , actually I have no time at all to be on the phone with a company that it's set up to make it difficult to voice a problem and explain a complaint ...who asks you the same questions 3 times in a row ? Who gets you to a supervisor that start ps again by asking your name and passcode ? Someone that wants to just rip you off !!!! That's who . It doesn't pay to be loyal to a company , because they never keep their promises, it doesn't pay to be nice and not complain publicly !!!! So this is going on social media , RUN AWAY FROM ATT ! 

ACE - Sage

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97.4K Messages

6年前

Unless your phone was on an international plan and kept within the very low data allotment, or in airplane mode with wifi on, you would have used data and incurred charges.  ATT cannot control your use for you, you have to take appropriate steps to do so.

 

Plans are available to add online without calling ATT.  

You can also view the details usage from your trip.  Without a plan, all charges are very high.

 

ATT offers free plans for Mexico and Canada which you can add to qualifying plans.

 

 

Contributor

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3 Messages

6年前

My phone was on an international plan, and my phone was all the time on a wireless , so I did everything I was suppose to do, it's ATT that always cheats ! 

Maybe you can also explain why one needs to be hours on the phone with ATT, for no result ?

and why any supervisor takes over it starts with " name ...pass word....wait ....lets me find you ....

NO ! This is just a cover up to rip clients off ! That's all there is .

YOU want to know what happened when I took the Mexico for 30 days service last year , because I was going for a week ? They forgot to take it off ...so they kept charging me 30 $ every months for Mexico...and when after hours on the phone with them , I pointed out it was a one time only, they apologized and rectified it. BUT THIS IS THE POINT ! THEY CHEAT ! AND THEY HOPE WE DONT NOTICE! 

 

 

ACE - Sage

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97.4K Messages

6年前

You can only assume your phone was on wifi.  Unless you disabled cellular, it is more likely your phone chose cellular over a congested wifi signal. 

 

we have never had problems with using international plans or excessive roaming charges.  Another community member, @sandblaster , was in Australia for 2 weeks (if memory serves) without excess charges, my son just spent 2 weeks in Japan with out excess.

 

International plans are limited and only provide free text.  Calls are at reduced rate and data is limited to 120 MBs.  If you don't restrict usage, you could easily go over that.

 

 

Contributor

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3 Messages

6年前

Thank you Rodney ! Just off the phone with Rodney from ATT, and he did help ! Sometimes one gets lucky and finds a nice , helpful agent at the other end of the line . He resolved the problem , elegant, polite, and fast , even with a bad cold. 

 

 

 

 

sandblaster

ACE - Expert

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57.8K Messages

6年前


@lizdance40 wrote:

You can only assume your phone was on wifi.  Unless you disabled cellular, it is more likely your phone chose cellular over a congested wifi signal. 

 

we have never had problems with using international plans or excessive roaming charges.  Another community member, @sandblaster , was in Australia for 2 weeks (if memory serves) without excess charges, my son just spent 2 weeks in Japan with out excess.

 

International plans are limited and only provide free text.  Calls are at reduced rate and data is limited to 120 MBs.  If you don't restrict usage, you could easily go over that.

 

 


It was actually 4 weeks and controlling data usage when roaming is really quite easy. You just turn cellular data off or data roaming off if your phone has such a setting and only turn it on when you want to use cellular data. Stated simply, your phone will use whatever data path is available so as long as you make cellular data available, you shoud not be surprised if your phone uses it and never ever assume you are connected to wifi because wifi connections drop all the time and phones now are smart enough to use cellular data even when connected to wifi.

lcalle

Guru

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629 Messages

6年前

@Slinkybis

 

Believe me when I say I feel you in your frustration with this situation.  However, I can tell you, from the perspective of a former rep who has dealt with dozens of these international plans, they can be very tricky, especially the data portion.  I, very rarely had customers who had added the international minutes & text plan only have issues with that part, but, there were several customers who had added the whole international package, minutes, text, and data, but still had issues because of the data part.  What I always used to suggest to customers traveling internationally is, add the whole international package, and keep your data turned off via the settings on your phone, or connected to the hotel's wifi, unless you absolutely need to use data, for gps or the like, outside of wifi, then, you'll have your international data pack to cover you for those instances.  Basically, I'd frame it up as an emergency use only type of thing.  Then, while I was in the customer's account, I would ask the customer when they were planning to return from their trip and set up the international pack to come off on the date after they stated they would be returning, just in case they got delayed in their return travels or something.  At that point, I would review with the customer the billing effects of this plan and what to expect with the bill on which the plan was added, and the bill on which the plan would be removed, if they weren't going to be the same.  I would also suggest that they check with their hotel to see if they charged to access their wifi.  If the customer already had, and the hotel did charge for wifi, I would suggest keeping the data off at all times, again except in emergency situations, if the customer didn't want to be charged by the hotel for wifi use.  As for the request to repeat security information if you escalated to a supervisor, I'll have to admit, based on my experience as a rep, that's a bit odd, but not unexpected.  That didn't happen when I was a rep, but, it wouldn't surprise me if cell companies started requiring that extra level of security.  Irratatating, I understand, but necessary.  

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