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suds
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The 5th element!

New Member

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17 Messages

Sat, Aug 13, 2022 12:36 AM

International Roaming enabled by default, raking charges without informing customer

I am spreading the word about how AT&T has taken one of the oldest crimes of pickpocketing, put an Enterprise mask on it and has been milking money off unsuspecting and naive customers. Sadly, I was one of them, been  charged $400 for data roaming. The charged stemmed because it looks like the phone triggered a scheduled backup, and I was under the assumption that if no international plans were enabled, the phone would not connect anyway so I left the SIM inside the phone, instead I feel now that I should have taken the SIM off and burned it. Neither was I informed or alerted that my international roaming was active by default, with no option to turn it off, nor was I alerted at the time that my charges were going to be pay per use. Last I traveled out of US was 2016 and roaming was disabled by default. Looks like that option was stealthily removed. Customer care says there is nothing they can do as charges are valid. Here are my questions, 

  • Why is international roaming enabled by default without the customer’s approval?
  • Why isn’t the customer alerted that they are on pay per use? If you can send all the other advertising texts, you surely can send this alert.
  • Even if you cannot add or answer questions 1 & 2 apart from the fact that it helps you legally extort money from customers, why cannot you display in the Device add-on section on myatt website or mobile app that this feature is On by default so customers can take measures to avoid these charges. 

Is this what AT&T has become now? Is there no better way of making money your executives can think of?

ACE - Sage

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102.3K Messages

4 months ago

🤦🏼‍♀️ Oy... you disabled day pass, which is essentially a safety net against excessive charges, but then you didn't disable the phone before putting it away.   This is why airplane mode of off exists.   

Even with International day pass you are not covered for Aero mobile charges or cruise ship charges.

The path provided by atthelp is correct to access add on features,  including international day pass.   Long distance pay per use, and $0 travel pay per use.   If you are not finding it using the website, use the Myatt app on your phone.   Despite your claim the website is better I have always used the app,  much simpler.

suds

New Member

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17 Messages

4 months ago

I know. All I want is something productive ocmes out of this and AT&T show’s it somewhere in the features sections or addons section in myatt that roaming is active. Some way of letting the customer know, making it a bit customer friendlier. Otherwise,  its a hidden charge. Customers who are less tech savvy will end up with thousands of dollars in charges which they will get to know only when the bill is generated. 

ATTHelp

Community Support

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204.2K Messages

4 months ago

We understand your frustration with being charged international overages, @suds.
 Once the travel pass is removed, pay-per-use rates
will apply, unless another international travel option is added to
that device. As previously mentioned by @formerlyknownas,
please be sure to turn on airplane mode and turn off data roaming in the future.
 
You can also go to att.com/travel to review pay-per-use rates and
products available by country available outside the U.S.
If you are ever traveling outside of the US, please call our international department for more support at  +1.314.925.6925.
 
Please let us know if you have anymore questions.
 
Thanks for reaching out to AT&T Community Forums!
 
Nelson, AT&T Community Specialist
suds

New Member

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17 Messages

4 months ago

Again, I see all these different links and pages, but its after the fact. It is AT&T’s responsibility to list it in the active services’s section in myatt under my account. If it can list all other active services, why cannot it list International roaming as active? This is my one and only question. Does anyone have an answer? Is it that technically impossible to do it, or are there any other nefarious reasons behind not choosing to do so.  

I am not asking for a refund, I want AT&T to stop using these unholy means to make money out of naive customers. 

(edited)

Former Employee

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1.8K Messages

4 months ago

Read your terms and conditions and it clearly listed. 

International roaming rates apply to any calls made or received, messages sent, and data used while outside the U.S. International roaming rates are subject to change without notice and vary by country. If you do not subscribe to an international roaming package or plan, you will be charged pay-per-use rates that may be substantially higher on a per unit basis than international package rates.

Former Employee

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1.8K Messages

4 months ago

also it’s listed in the app. 

suds

New Member

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17 Messages

4 months ago

So I am seeing a lot of new users are posting replies without getting a thorough understanding of the problem. I am copying the evidences from one of my posts out here so you all can read through it, otherwise we would just be running in a hampster wheel..

  1. I had a local phone and wi-fi while I was abroad. So I disabled day pass. I used my laptop to access myatt to do this. Once I was done with this, July 16th, i stowed away the phone. On the same day, later, the phone performed a scheduled backup which racked over this amount. 

This is the only charge I see, because I never used the phone until it was time to leave, and thats when I enabled  day pass again.

2. I had no addons showing international roaming active. Below is exactly how my addons screen looked. There is nothing called Pay per Use active.

3. Cust service (agent and his supervisor)confirmed as well. The service is on by default and if there is no package, I get charged by pay per use. 

It does matter where terms and conditions pages are, and a customer should not have to search and browse though it. If there is a service that AT&T has active on a customer's line, they need to let them know. All the other services are shown in "My Plan Details", why not International Roaming, if it's active by default all the while.

Former Employee

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1.8K Messages

4 months ago

Not sure what you mean by new users…..regardless as I indicated previously it’s in your terms and condition. Let me guess you didn’t read the terms? 

If you do not subscribe to an international roaming package or plan, you will be charged pay-per-use rates that may be substantially higher on a per unit basis than international package rates. 

ATTHelp

Community Support

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204.2K Messages

4 months ago

Hi suds, based on your international charges inquiry, we want to get you in a Direct Message(DM). Check the message icon in the upper portion of the page and reply back. 

 

Thank you for our ACEs for stepping in to help. 

 

In the meantime, please keep in mind that International charges apply when you talk, text, or use data outside the U.S., Puerto Rico, and the U.S. Virgin Islands. But you can save if you have AT&T Passport(currently retired for new customers), AT&T International Day Pass(IDP), or a similar plan for international travel.

 

Also, when you arrive in an included country, we’ll automatically add IDP to smartphones with eligible rate plans. We’ll send you a text to let you know we’re adding it, and what to do if you don’t want it. Learn more

 

We recommend turning off data roaming if you want to place calls and receive texts but not use cellular data. Turning off data roaming blocks:

  • Emails
  • Web browsing and downloads
  • Visual Voicemail
  • Picture and video messages 

Laslty, we do appreciate the feedback and we will forward it to the relevant team for areas of opportunity. Again, keep an eye out for our DM! We look forward to speaking to you!

 

Rhoda, AT&T Community Specialist 

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