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32 Messages
International call charges
So i get this month's wireless bill and see an additional charge of $520. Since the complete bill was not yet generated, I contacted customer care. I was told that international calls were made from my mobile. But i tried explaining that I had activated International call block feature for my number. So i was told that my option is to pay the balance fully or in installments. I asked for her manager and i was told that manager would give the same reply. This went on for almost an hour.
Then manager came into the chat and she tired to understand the issue. I need to say that she wanted to help me out and resolve the issue. I tried explaining her that International call block has been activated for my number. She looked into the account and got back saying that feature is not active. I told her that i had called ATT customer care last year to activate that feature and at the end of the call, i was told that the feature was active for my number. (I use Google voice for all international calls and did not verify if this feature was enabled for my number) The manager got back saying she sees my request to activate International call blocker as a note in my account from 2016. She agreed to the fact that i had called customer care and asked the representative to activate this feature but the representative had not not activated it. Finally after 150 minutes of discussion, she gave me a credit of $400 as goodwill and i ended up paying $120. This was my mistake: I did not verify if the feature was activated or not.
Moral of the story: Never trust what customer care representative tells you. Verify everything by yourself even after it is being confirmed.
vj1234
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32 Messages
7 years ago
@ATTCares I find it strange that you reply to most of the threads but mine. Also i have sent two PM and no reply as of now.
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vj1234
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32 Messages
7 years ago
@ATTCares Does ATT really care?
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vj1234
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32 Messages
7 years ago
@ATTCares Trying to get your attention.
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vj1234
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32 Messages
7 years ago
@ATTCares Does ATT really care.
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ATTMobilityCare
Community Support
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15.2K Messages
7 years ago
Hi @vj1234,
Sorry for our delay. Once a forum member responds to a thread, it is removed from our system. We go in from time to time to check on threads and see what our members are talking about. My apologies for the delay!
As @MicCheck, we do recommend checking your account after any changes are made to verify everything looks right. I know it should be done right the first time but issues can occur.
Anytime you want to make a change to your account, making it online is the best and sometimes fastest solution. I went to Ireland last year to visit a friend and knew data would be an issue. I went online and added AT&T Passport. What was cool, it was automatically removed after a month. You can find more travel plans here.
In regards to your situations, feel free to send our team a private message. Include your full name, account # or cell phone #, and a brief description of the issue. The link to this thread will help as well.
ChrisZ, AT&T Community Specialist
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vj1234
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32 Messages
7 years ago
@ATTCaresThank you for finally getting back. I had sent PMs to ATTCares with all necessary information on Aug 24 and Aug 29. I have not heard back anything from them. For one of my message to ATTCommunityTeam, i got a reply asking to contact ATTCares.
And i would love to do everything online myself. As of now, there is no option to block international calling from my number thought ATT online account. That was the reason i had to call ATT customer care to get this done.
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vj1234
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32 Messages
7 years ago
@ATTCares Its been a week since i got a reply in this post and a month since i sent PM. No response until this minute.
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vj1234
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32 Messages
7 years ago
@ATTCares The issue which is more than a month old is not yet solved. I am even going to pay my next monthly bill.
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Gary L
ACE - Expert
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16.5K Messages
7 years ago
Be careful, they'll shut your account down and if you owe money you can't port out.
(It can muck up other AT&T services too)
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vj1234
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32 Messages
7 years ago
Yes, thank you for the heads up. I have documented all of my previous conversations with AT&T.
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