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vinustar's profile

Tutor

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2 Messages

Thu, Feb 7, 2019 10:10 PM

International Call Plan - Harassment

There is a international plan to call India unlimited with 'World Connect Value East Asia & India' for $15.00 per month. Most of the customer support executives don't know about this. Even you explain this to them, they don't listen to it properly and blindly apply a plan called 'World Connect Value' which is $5.00 a month. But the problem is, under this plan, every month they charge calls with discounted price. So you will get a extra charges in bill.

 

Same thing happen to my case, and they charged $167 in month, I called Customer Support and explained this case to 20 different people on different calls, in the beginning they understand this as their mistake, and try to update the bill, but it fails, and goes to backend team to update, but the backend team says as per the plan World Connect Value, the charges are valid. And, they don't listen about actual issue that mistake was that they assigned wrong plan.

 

Out of 20 customer support executives, one customer support executive took this problem to higher level and connected this to 'World Team', and she spoke about 1 hour and said that she escalated this issue by creating a ticket and they have to listen to the tapes of what we discussed initially and come back with resolution in one week. She  claimed herself as Super Admin kind of person, so this will be resolved as she escalated with priority. With lots of hope, I called after 1 week to know the status, all that she did was log the details, but there is no result about tapes or anything. Her employee id is PD068Y.

 

This whole episode shows how capable of the support team, they can only talk but can not fix the things, even though they know the reason or who's mistake it is.

This is really cheating. Why should customer pay for the mistakes that you do? Decided to move other carrier, but they are going to charge full month even though if I move at beginning of the month. Till then I cannot do international calls. Huh!!

ATTHelp

Community Support

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192.2K Messages

3 y ago

Hello, @vinustar,

 

We'd love to see what's going on and what can be done to help. To do so, we'll need some account information.

 

We are sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to the message with your specific account details.

 

James, AT&T Community Specialist

Tutor

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2 Messages

3 y ago

After complaining here, the have reversed my charges back and credited the amount to my account. Thanks ATT. 

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