Tutor
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5 Messages
What does whatsapp charge for international calls?
(mobile post-paid, USA)
Just had a chat with AT&T representative and it left more questions than clarifications. Worst of all, it also left a hole in my pocket since we're been charged to international calls we never did.
Issue: we found charges for international calls in our latest bill. We recognize the number called, but we never call international, we always use whatsapp and/or facetime.
Here's what 1st AT&T agent told us (copied/pasted from the actual chat):
Ken: Using whatsapp with cellular data will count against your cellular data
Ken: That is why you've been charged for INternational Long Distance
Ken: I was able to verify that the International Long Distance charges on your bill is valid due to
using cellular data while calling even using 3rd party app
Ken: The time it will not be counted against your data plan is when you're using Wi-Fi
Ken: I would love to clarify this for you. If you're using cellular data using communication
applications, it will count against your data plan unless you're using a Wifi.
So, using whatsapp to call international will co$t money. And, the agent VERIFIED that the charge is for using a 3rd party app. That would explain the charges... even though... we've always complained that whatsapp doesn't connect when we're not on wifi... it just doesn't work... we thought its a lock in the app or something alike but it just doesn't work without wifi. Now they say it does and they VERIFIED IT.
Now, here's what minutes later ANOTHER AT&T representative wrote:
Rosendo - Supervisor: If applications such as Whatsapp were used, there will be no Long
Distance Charge as it will be taken as Cellular Data usage
Rosendo - Supervisor: Which means those calls went through regular calling
Rosendo - Supervisor: As that kind if error does not occur in our service
Rosendo - Supervisor: Only calls made through the pre-installed calling application of the
phone will be charged for Long Distance Calling
Rosendo - Supervisor: If third-party applications that use only data or Wifi to call, these
charges will not appear on your bill
So... basically it confirms everything that the previous agent said only completely the opposite, I got a sensation of walking on a mobius tape... the same conversation leads to one conclusion and then exactly to its opposite.
This is really confusing, and worst of all, expensive since they charge for the calls. Each agent has a justification for the charges even though both agents use opposite arguments.
Did I mentioned the fact that the phone user doesn't even know how to dial internationally?
To turn a confusion into a mystery is very easy, all I did was to ask the supervisor to confirm if the calls were made using an app or the regular phone system... and voila:
Rosendo - Supervisor: I apologize but as much as I would like to verify that, for security
purposes, we are unable to see what applications were used for your privacy as well
Well, that's what you got for talking to a supervisor!! At AT&T the supervisor has LESS power than a regular agent.... since Ken was able to VERIFY that the call was made using a 3rd party app, while the supervisor can't even check.
I wish they had the same system for the charges... charge you xx at the begining of the bill and then charge you the opposite (-xx) at the end.
Finally I asked for a phone or address I can contact to escalate the matter and... of course:
Rosendo - Supervisor: We do not have a mailing address for any specific department
In the end they got me a weird PO box.
So, in the end, we're been charged for calls we didn't make or maybe we made with whatsapp, which nobody can verify (for our safety) but that have been accurately verified as made using an app. We just have to pay, that's for sure.
Does anybody at the forum has a better alternative for contacting AT&T management or so? I found some TV stations (univisa, telemundo) have departments that like to investigate these matters but I would like to exhaust direct communication first.
Thanks
Jinbman
Teacher
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28 Messages
5 years ago
For general info -- WhatsApp's description in the iPhone App Store says explicitly in several instances "FREE" and "NO FEES" and "NO INTERNATIONAL LONG DISTANCE". Good luck finding any support contact info for them, but I recommend that (as I just did) anyone having this problem contact Apple (if you have an iPhone, of course) and file a formal complaint that this is a blatant and explicit violation of their public statement, as well as the App Store terms and conditions.
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Navin123
Tutor
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6 Messages
5 years ago
I was charged twice while using viber app on my iPhone. I switched to android and have not had any issues ever since. Likely apple issue.
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918stanley
Contributor
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1 Message
4 years ago
The same thing is happening to me right now. 150.00 of international long distance charges on my phone.
This is so frustrating, iPhone points the finger at WhatsApp, WhatsApp points the finger at AT&T, AT&T points the finger at US - the customer, and our finger accounts for nothing. I have been using WhatsApp and AT&T for years and this has never happened. Now, all of a sudden I am being charged long distance for making WhatsApp calls that AT&T says are International Long Distance calls, and to top it all off they will not even validate the call records. It's confidential information. I call Bu11 0ny
My personal thoughts - iPhone did an update either version: 12.3.2. It was released June 20, 2019 or Current version: 13.0. It was released September 19 2019.
Below is an Excerpt from Macworld news: https://www.macworld.co.uk/news/iosapps/ios-13-version-problems-bugs-3678394/
Latest version of iOS 13
The latest version of iOS 13 is iOS 13.2.2 which addresses a problem where background apps were restarting in the background.
It seems the previous iOS 13.2 update was overly aggressive when it came to killing background apps. Users found that if they switched to another app and later returned to the original, that first app would restart rather than carry on from where it left off.
The iOS 13.2.2 update addressed this multitasking bug, according to Apple’s notes, which said the update: "Fixes an issue that could cause apps to quit unexpectedly when running in the background".
And of course AT&T will not be in a hurry to address the issue with iPhone as they will continue to reap the benefits.
I think we will all be better off without cell phones - Again my opinion.
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ajl17
New Member
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1 Message
4 years ago
Shouldn't it be resolved by turning off cellular data before calling? That way the Whatsapp call will be forced to use your Wifi connection or disconnect... Right?
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EdKass
New Member
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19 Messages
3 years ago
Hello, folks:
Unfortunately, these types of occurrences are too common and consumers are getting ripped off every day. Making international phone calls using Whatsapp, Viber, etc. should not cost any money since they are free at both ends especially if you have an unlimited data plan. My 90-year old Mom who has been using Whatsapp and Viber for many years was recently hit with a $341 international call charge that included $117 in taxes and fees. That is absolutely ridiculous and insane.
AT&T's response was, too bad too sad. Buy an international calling plan for $10/month to avoid these charges. Why? Millions of users worldwide are using different apps including Whatsapp to connect with their friends and relatives without incurring any charges. Why then AT&T is insisting on charging its customers for using these apps and when other carriers are not. If the setting on the phone needs to be changed, they should let the customers know to avoid incurring unnecessary and ridiculous charges. It is a shame how cell phone companies take advantage of their customers especially seniors and the elderly.
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formerlyknownas
ACE - Sage
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117.4K Messages
3 years ago
@EdKass
Only if all conditions are correct on both ends.
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EdKass
New Member
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19 Messages
3 years ago
Yes, of course.
(edited)
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Rvela67
New Member
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1 Message
3 years ago
I was billed $630 for a WhatsApp call!!! This is incredibly wrong! How is that possible that they choose the one longest call and AT&T is charging it as an international call?? How can they do this? It is so wrong and impossible! It is impossible for me to assume those charges! There must be a way that you can help me. I have called an complaint twice and they don't have any clear and logic answer. It is an application that works with data! not with minutes from the phone! Please listen to our claims because as I have read I am not the only one in this situation!
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formerlyknownas
ACE - Sage
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117.4K Messages
3 years ago
@Rvela67 read previous ⬆️. If data connection fails during a long call, it reverts to a cellular connection.
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edmundogil
New Member
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1 Message
3 years ago
At&t they're thieves, they use any excuse to collect international calls, even I'm very clear with AT&T that my cell will make international calls. I spoke to four representing different from AT&T and everyone explains to me different reasons why I am charged with
international calls, which were never made.
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