the agents I was talking on a phone were not helpful, so this is the last chance I got...
A month ago I received a bill that was almost doubled the regular monthly amount. I called the customer support, and was explained that the charges are from using my phone data in few countries in Europe. I was in Europe for 1,5 days only and wasn't planning to use my phone at all, even turned off the cellular data. Then I needed to use the free wi-fi at the hotels and the airports, to buy tickets and communicate with home, as I needed to return back to the U.S. immediately due to the family emergency. I am totally aware of the international data plan of $10, and if I needed it I would use it. But I didn't need it - I only used my phone with free wi-fi!
So, the agent said that she submitted the claim for me to remove the excess. Then, later, I received an email with the bill being charged my regular monthly amount. I understood it as it has been resolved.
Then, this month, I received another bill with the same extra amount. I was shocked. I called the support, the agent said that the claim was denied and this extra amount is from the previous bill. She said I can not submit another claim.
Is there anything can be done to resolve it? I have been a customer of yours for 10 years. Where is the loyalty? Why can not I file another complaint and who decides that the charges are legit or not? Where is your Customer Protection, or any Umbrella Bill Shock? Why there is no any notifications of the exceeding monthly limits, or any international protection from this? Free wi-fi shouldn't become an expensive phone bill! Why do I need to leave this company and search for a truthful one? Why do I need to fill out the complaints about my cell company?