poor customer service

This doesn't add up. When did you suspend the line/report the phone as stolen?

I had a similar experience when a rep told me going to the next program would lower my bill and when I got the bill it was 75.00 more then before and then they refused to take the phone back and place my back on the old way so I have been stuck paying 300.00 a month instead of the 225.00 for over a year now... They dont stick to there word they do what ever it takes to sell the product.

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@iphonemark wrote:

I've been a long-standing customer of AT&T, but couldn't be more frustrated with the poor service I've received lately. My son's iPhone was stolen while traveling internationally. We reported it to AT&T promptly, and service was discontinued. Then, for the next 4 months, we were charged over $2000 for calls/data that occurred after the reported incident. Each month, I would have to invest hours walking AT&T reps through what happened in order to have the charges reversed. This last month, after walking them through a $1489 correction to my bill, I asked what the correct balaance due was. I paid the amount given, only to be surprised a month later with a higher balance due and a late charge applied, despite paying the amount I was told.

 

When I asked the rep and her manager whether standing behind what an AT&T rep told a customer was important, they skirted the question and just said that the latest amounts were correct. It's no surprise that AT&T ranks at the very bottom of customer satisfaction surveys.

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When AT&T blacklists a stolen phone, the IMEI is blocked from use, but regretfully that block doesn't seem to be enforced in other countries.  If you were traveling internationally when your son's phone was stolen, then even with you contacting AT&T and reporting the phone as stolen, the thief would still be able to use the phone, and since it had a valid (and at the time currently active AT&T SIM card), the international carriers would gladly allow the phone to work and then charge AT&T the international roaming charges for all the usage incurred.  If you reported the phone stolen, it sounds like AT&T is removing the charges for you, but it appears that in one case, there was a discrepancy in what you paid and what you owed.  The AT&T billing system is not forgiving, so even if you pay all but $0.01 of your bill, the bill is not paid in full, and the billing system will charge you a late fee.  In your case, it sounds like the removal of the fraudulaent international charges is where the confusion for the amount you paid vs the amount you owed stemmed from.  I would suggest that you contact the @ATTMobilityCare team via a PM here on the forums and work with them to resolve your issues.  The people who handle that account are not "standard customer support" and they can generally work with you to resolve just about any conflict.