Lied to by AT&T store representative, unwarranted bill from stolen phone, account closed - WARNING
In August of 2019 I went to my city's only AT&T store to add international calling to my plan. I specifically asked the representative if I can call France and how much it would be per month and he told me $5/ month extra (since I already have the unlimited plan, I thought okay). My device with this new international plan was stolen and in November 2019 the thief made international calls to Australia which made my bill skyrocket to over $400. I went to my same AT&T store (where the employee who told me international calling was $5 was fired) and had another AT&T employee tell me I can talk to the Customer Loyalty department, explain my situation, and get the charged removed. However, when I called and explained my situation to the first representative, I was told since I had "international calling" on my plan, the calls were considered valid and that I would have to pay the phone bill for calls I did not make. In addition, I was told that "maybe the international department from AT&T could give me a credit or partial credit." I was transferred 5 times and was patient each time until I lost patience since AT&T's customer representatives were not helping me and were just having me repeat my story many times before transferring me to new representatives.
Fast forward to today, February 20. AT&T closed my account since I still can't pay my complete phone bill due to this incident. I had been making partial payments when I did get paid and yet my account was closed regardless.
I wrote this post to warn others to think twice about joining AT&T because they will come after you for money even if your phone was stolen and used. My story shows that AT&T customer service doesn't care about my situation nor the fact that I had been a loyal customer up to this point.
P.S. - I was on the military discount program and had to have international calling on my plan. However AT&T really screwed me over and once I can finish paying this phone bill, then I am completely done with AT&T forever.