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Yulia760's profile

Tutor

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4 Messages

Sat, Aug 17, 2019 1:10 AM

overcharged bill

Dear AT&T, 

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?

sandblaster

ACE - Expert

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60.9K Messages

3 years ago

This is a customer to customer forum, not customer support. If calls to customer support aren’t resolving your issue, file an FCC or BBB complaint. The complaint will result in someone from corporate contacting you. Not sure it will do any good, though. ATT does not just arbitrarily charge you for roaming. The charges come from an international carrier and that doesn’t happen unless your phone did roam.

Gary L

ACE - Expert

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16.1K Messages

3 years ago


@Yulia760 wrote:

I am totally aware of the international data plan of $10, and if I needed it I would use it.

It costs nothing to have it on your plan. Unless you end up using it. It's a good backup to have.

 

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.

But I didn't need it - I only used my phone with free wi-fi! 

AT&T wouldn't even know you were in Europe UNLESS you used it.  

 

Think about it, it's not a coincidence that they charged you for international use while you happened to be internationally traveling.

 

 

Where is the loyalty? 

I don't understand how loyalty factors into this.  

 

 

 


 

ACE - Sage

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102K Messages

3 years ago

We are forgetting that even with ‘free wifi’ only calls made with WiFi calling to the USA are free.  WiFi calling bills as if in the USA.  So calls in Europe over WiFi calling are billed as long distance.  

You should also be aware that free WiFi disconnects easily and you have to make sure you are connected each time you make a call to a US number.  

A

so check what you are billed for.  Calls?  Or data?   If you allowed your phone to connect to towers and used background data, the charges add up quickly at roaming rates.  

 

Tutor

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4 Messages

3 years ago

I didn't call from the phone at all, but used free wifi while in hotels and airports. I turned off the cellular data in Settings, so it wasn't pleasant to see the charges. I guess I should've been on Airplane mode. 

Thank you for the reply!

Tutor

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4 Messages

3 years ago

Loyalty is to work with the customer, instead of saying No. This company doesn't protect customers from the Bill Shock, just takes as much money out of you as possible. It's ok - there is time to research and move on to something new. 

ACE - Sage

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102K Messages

3 years ago


@Yulia760 wrote:

I didn't call from the phone at all, but used free wifi while in hotels and airports.

Used free Wifi HOW?  Wifi calling?  

I turned off the cellular data in Settings,  were the charges for data?   If data roaming wasn’t off at all times, you phone could use data in the background, or even in just a few moments while you are connecting to Wifi.  

so it wasn't pleasant to see the charges. I guess I should've been on Airplane mode.  

Data roaming off.  Yes airplane mode.  You can selectively turn Wifi back on.  

Thank you for the reply!


 

ACE - Sage

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102K Messages

3 years ago


@Yulia760 wrote:

Loyalty is to work with the customer, instead of saying No. This company doesn't protect customers from the Bill Shock, just takes as much money out of you as possible. It's ok - there is time to research and move on to something new. 


When you are charged for using another carrier, AT&T is passing the bill on to you because they had to pay another carrier for your usage.  

 

Tutor

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4 Messages

3 years ago

Thank you for the advise! I filed an FCC complaint and the AT&T representative called me 2 days later and the issue was resolved. He also mentioned to check if my "wifi assist" in cellular settings was on - he said to turn it off, because whenever I may use a Free wifi, when the wifi signal is not strong, then the wifi assist kicks in to transfer the data.

ACE - Sage

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102K Messages

3 years ago


@Yulia760 wrote:

Thank you for the advise! I filed an FCC complaint and the AT&T representative called me 2 days later and the issue was resolved. He also mentioned to check if my "wifi assist" in cellular settings was on - he said to turn it off, because whenever I may use a Free wifi, when the wifi signal is not strong, then the wifi assist kicks in to transfer the data.


Glad it was resolved.  However I’m not sure how correct that is.  If you have airplane mode on, and then WiFi on, your phone can’t switch to cellular.  

 

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