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Posted Nov 5, 2011
10:51:55 AM
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Creative math by AT&T on Go Phone???

After being informed that I had 48 minutes remaing on my 250 minute plan I went to account history and added up all usage for this period.  I came up with 169 minutes used which should leave 81 minutes.  Customer Service was absolutely no help and I will probably visit my local Sprint store Monday since AT&T has no avenue for me to find out the reason for the discrepancy.

After being informed that I had 48 minutes remaing on my 250 minute plan I went to account history and added up all usage for this period.  I came up with 169 minutes used which should leave 81 minutes.  Customer Service was absolutely no help and I will probably visit my local Sprint store Monday since AT&T has no avenue for me to find out the reason for the discrepancy.

Creative math by AT&T on Go Phone???

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Nov 5, 2011 11:05:57 AM
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ACE - Master

When I look at my on-line GoPhone history call times are given in the actual number of minutes/seconds, but for billing purposes at&t will always round each transaction to the next minute up.  So that could be creating much of your difference.  You can certainly call that "creative math", but it is outlined in the GoPhone plan terms.

 

"Charges: Voice usage is deducted in full-minute increments with partial minutes rounded up to the next full minute at the end of each call."

 

( from the "Plan Terms" tab here:  http://www.wireless.att.com/cell-phone-service/cell-phone-plans/pyg-cell-phone-plans.jsp )

 

Also are you certain your most recent calling activity was posted to the on-line system at the point you looked?  Prepaid activity does generally post quickly, but if you had usage immediately before checking your on-line account it's possible something wasn't posted yet.

                                                                                                                         =^..^=
There must be a happy medium somewhere between being totally informed and blissfully unaware.

     - Doug Larson

When I look at my on-line GoPhone history call times are given in the actual number of minutes/seconds, but for billing purposes at&t will always round each transaction to the next minute up.  So that could be creating much of your difference.  You can certainly call that "creative math", but it is outlined in the GoPhone plan terms.

 

"Charges: Voice usage is deducted in full-minute increments with partial minutes rounded up to the next full minute at the end of each call."

 

( from the "Plan Terms" tab here:  http://www.wireless.att.com/cell-phone-service/cell-phone-plans/pyg-cell-phone-plans.jsp )

 

Also are you certain your most recent calling activity was posted to the on-line system at the point you looked?  Prepaid activity does generally post quickly, but if you had usage immediately before checking your on-line account it's possible something wasn't posted yet.

                                                                                                                         =^..^=
There must be a happy medium somewhere between being totally informed and blissfully unaware.

     - Doug Larson

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Creative math by AT&T on Go Phone???

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Nov 5, 2011 1:03:35 PM
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Tutor

I rounded up every 15 second usage to one minute and every call was listed, in fact one call received 5 minutes before I called customer service showed up on my account history.  I am fully aware of the "round up" charge and rounded every call up to the next full minute.  It may well be my error, but, all I want is some explanation from AT&T where the discrepancy is.

I rounded up every 15 second usage to one minute and every call was listed, in fact one call received 5 minutes before I called customer service showed up on my account history.  I am fully aware of the "round up" charge and rounded every call up to the next full minute.  It may well be my error, but, all I want is some explanation from AT&T where the discrepancy is.

Re: Creative math by AT&T on Go Phone???

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Nov 5, 2011 5:01:04 PM
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ACE - Master
I can't blame you there - if you feel you've looked at it consistently with at&t's stated billing practice you deserve an explanation re: the difference. Many times it's the luck of the draw with customer service. You might try calling back to see if you get a more knowledgeable/helpful rep the second time.
                                                                                                                         =^..^=
There must be a happy medium somewhere between being totally informed and blissfully unaware.

     - Doug Larson

I can't blame you there - if you feel you've looked at it consistently with at&t's stated billing practice you deserve an explanation re: the difference. Many times it's the luck of the draw with customer service. You might try calling back to see if you get a more knowledgeable/helpful rep the second time.
                                                                                                                         =^..^=
There must be a happy medium somewhere between being totally informed and blissfully unaware.

     - Doug Larson

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Creative math by AT&T on Go Phone???

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Nov 12, 2011 5:12:59 PM
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Tutor

You are absolutely correct about customer service, after multiple calls I finally got a representative who cared and took the time to review my account.  She called me back after a one hour investigation and informed me that I was correct, 24 minutes had mysteriously disappeared from my airtime minutes and would be readded to my account.  The moral?  Don't give up, there are customer service representatives who care.

You are absolutely correct about customer service, after multiple calls I finally got a representative who cared and took the time to review my account.  She called me back after a one hour investigation and informed me that I was correct, 24 minutes had mysteriously disappeared from my airtime minutes and would be readded to my account.  The moral?  Don't give up, there are customer service representatives who care.

Re: Creative math by AT&T on Go Phone???

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Nov 15, 2011 7:03:53 AM
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ACE - Master

easybob wrote:

You are absolutely correct about customer service, after multiple calls I finally got a representative who cared and took the time to review my account.  She called me back after a one hour investigation and informed me that I was correct, 24 minutes had mysteriously disappeared from my airtime minutes and would be readded to my account.  The moral?  Don't give up, there are customer service representatives who care.


That's great to hear - thanks for posting back with your "second time around" experience! Smiley Happy

                                                                                                                         =^..^=
There must be a happy medium somewhere between being totally informed and blissfully unaware.

     - Doug Larson


easybob wrote:

You are absolutely correct about customer service, after multiple calls I finally got a representative who cared and took the time to review my account.  She called me back after a one hour investigation and informed me that I was correct, 24 minutes had mysteriously disappeared from my airtime minutes and would be readded to my account.  The moral?  Don't give up, there are customer service representatives who care.


That's great to hear - thanks for posting back with your "second time around" experience! Smiley Happy

                                                                                                                         =^..^=
There must be a happy medium somewhere between being totally informed and blissfully unaware.

     - Doug Larson

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Creative math by AT&T on Go Phone???

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Nov 15, 2011 11:43:13 AM
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Teacher

It can help to call customer service during US business hours.  No guarantee, but....

It can help to call customer service during US business hours.  No guarantee, but....

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Nov 16, 2011 8:01:56 AM
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Tutor

Check your billing history online.  It's possible that E911 charges were deducted.  I know that caught me by surprise on my GoPhone.

Check your billing history online.  It's possible that E911 charges were deducted.  I know that caught me by surprise on my GoPhone.

Re: Creative math by AT&T on Go Phone???

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Apr 17, 2012 11:51:25 PM
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Contributor

I have a question regarding he go phone plan. If i already own an At&t phone can it be used as a go phone even if my service was terminated?

I have a question regarding he go phone plan. If i already own an At&t phone can it be used as a go phone even if my service was terminated?

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Apr 18, 2012 7:22:24 PM
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Teacher

Yes the at&t phone can be used as a gophone. All that matters is you have either a gophone sim card OR have an att rep change your phone number to a go phone account. I was a contract user and switched to pay as you go and had the rep change my account to a prepaid user. I have my same phone number but its a prepaid now.

Yes the at&t phone can be used as a gophone. All that matters is you have either a gophone sim card OR have an att rep change your phone number to a go phone account. I was a contract user and switched to pay as you go and had the rep change my account to a prepaid user. I have my same phone number but its a prepaid now.

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